Customer Service Plan

CSP Common Sections - version 01

Download Full Document

4.01. Straightforward Process to Initiate Reporting of Installation Troubles (SPIRIT)  

This process provides CPs with a simple way to report post installation issues for its customers with Service Maintenance Level 3 or 4. The following criteria must be met:

• Your issue must be reported within 28 calendar days from the original provide order completion (KCI3) and has not been fulfilled as requested. For example, the service is in the wrong location, engineer has closed the task when actual work is incomplete, Services/products are missing from the line or incorrect/incomplete numbers have been assigned. 
• Customer must be currently paying for a premium service
• Your lines must have service maintenance levels 3 and 4 applied to them at the point of the provision.  If you upgrade the service maintenance level to 3 or 4 within the first 28 calendar days this process will not be valid. 
• Your order and/or order notes must clearly show the end customer requirements.  
• Note: for SOGEA the original install order must have had a Site Visit Reason (SVR) must have been either ‘Premium' or ‘Advanced’ on a Managed Install 
• SPIRIT only includes works that an engineer would carry out in the one visit, anything that requires further work and requires another visit would not fall under the SPIRIT process

A user guide has been published to give CPs guidance on how to use this new process. The user guide is available from the Help & Support page on the portal: http://www.openreach.co.uk/orpg/home/helpandsupport/how-toguides/howtoguides.do  

4.02. SPIRIT Escalation Path

If you are unhappy with the way your case is being handled or progressed please use the following escalation disputes: