Customer Service Plan

CSP Common Sections - version 01

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21.01. SLG (Service Level Guarantees) Enquiries

If the Communication Providers wish to query anything relating to their Itemised Statements, such as an individual entry or if they have not received their statement when expected, they should address their enquiry to the SLG Enquiry Team

The Enquiry Team is unable to assist with any Billing queries or claims for Compensation

Openreach will respond within 48 hours / 2 working days

Any enquiries relating to Itemised Statements should be addressed to the SLG Enquiries Team at: proactive.slg.enquiry@openreach.co.uk

Availability: Monday – Friday 08:00 to 16:00 excluding UK and public holidays.

21.02. SLG Appeals

If the Communication Providers believe that the data within the Itemised Statement is incorrect or missing then they should raise an Appeal with the SLG Appeals Team by navigating to the SLG Appeal Forms and Completion Guides:

• www.openreach.co.uk          
• Login with the Communication Provider Login details
• Products
• Service Products
• Proactive SLGs
• Business Processes (within the Customer Zone)

Completed Appeal forms should be submitted to proactive.slg.appeal@openreach.co.uk       

Openreach will respond with a reply or an Appeal Reference within 48 hrs / 2 working days

All Appeals of 20 lines or less will be responded to within 15 days of the Reference being issued

Any Appeal of 21 lines or greater will be discussed with the CP and an estimation of completion time agreed, along with regular update timescales if required

The Appeals Team is unable to assist with any claims for Compensation outside the scope of Service Level Agreements covered by the Service Guarantee Scheme

Any enquiries relating to Appeals should be addressed the SLG Appeals Team at proactive.slg.appeal@openreach.co.uk

Availability: Monday – Friday 08:00 to 16:00 excluding UK and public holidays

21.03. SLG Escalations