Customer Service Plan

Ethernet services version- 49

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If you need to raise an escalation for an EAD, EAD-S or EAD-R order, please raise via case management on VMJ.

If you need to escalate an order for EBD, OSA/OSEA or Cablelink please ensure you submit your escalation via the Ethernet Escalations Tool on the Openreach Portal. Once logged in you can access the tool from the My Tools section of the My Dashboard tab.

If you need help requesting access to the Openreach Portal, please refer to section 1.1.

Please note that OSA order escalations should be submitted via the Ethernet Escalations Tool. If you need to escalate further, the HLE process is now available for this product and is outlined in section 5.2.

For information on how to raise an escalation on the Portal, please click here.

If you need to escalate an order raised for EBD, OSEA or Cablelink products, please raise via the escalation process below.

Please note the escalation process should only be used when seeking an update on the completion of a particular task, where no communication has been received following an enquiry.

You can raise an escalation if we have failed a task or order milestone date or failed to give you a response when we said we would.

Escalation contacts and best practice guide

Please provide a clear explanation for your escalation with evidence of the order failing or failed.

Escalation Business Rules

Sometimes the delivery of an order may not go to plan, or you may not see sufficient progress after raising a general enquiry. In these situation’s you can raise an escalation. Below are some examples of typical escalation scenarios: 

General enquiry issues

-          If a general enquiry has been raised but no initial response has been received within 48 hours, or the response doesn’t demonstrate progress with resolving your issue.

Order milestone issues

-          An order where KCI 1.1 (which is a Day 6 reasonable endeavours milestone excluding Customer Delay) has not been provided or expectations communicated in advance

-          An order where KCI1.2 (which is a Day 14 reasonable endeavours milestone excluding Customer Delay) has not been provided or expectations communicated in advance

-          An order which has failed the Contractual Committed Date (CCD) or where the order is within 5 days of the CCD and there are no visible actions in place to ensure that the order will be delivered before the CCD passes.

-          An order where Openreach have committed to complete a specific activity on a certain date and this has not taken place without communication from Openreach – for example, Openreach commit to complete civils work on a specified date, and this does not go ahead, and this is not communicated by Openreach.

Order delay management issues

-          Seeking help to lift a customer delay before an order auto-cancels. This can only be 10 working days or less before the order is due to auto-cancel

-          Where Openreach have not lifted a customer delay within 3 working days of receiving a delay resolution notification (excluding cases where there has been a failed appointment due to customer issues where the delay will remain open until a successful site visit has taken place).

-          Where Openreach have not re-appointed or tried to re-appoint within 3 working days of a delay resolution notification being received.

-          Where a customer has not been provided with an update to set expectations on resolution of on-going Openreach delay.

-          Note - where a customer believes that an existing/open delay on an order may be inappropriate or unnecessary, this should be raised as a general enquiry in the first instance and only raised as an escalation if a satisfactory explanation isn’t provided. This document does not replace or supersede the deemed consent handbook which should be consulted for more detail on delay management.

SSRAMS and work permits

-          Where Openreach have not attended site, to re-survey and compile the documentation, within 5 working days of a customer’s request for SSRAMS and or work permits (Pending TRC acceptance)

-          Where Openreach have not submitted the detail within 5 working days of site visit for SSRAMS and or work permits  (Pending TRC acceptance)

What to expect when you raise an escalation

-          Openreach will endeavour to resolve your escalation as soon as possible.

-          Your case handler will set clear expectations about when to expect your next update – this can vary depending on the nature of the escalation.

-          Your escalation will remain open until Openreach have provided you with a satisfactory update that demonstrates reasonable progress and that the original concern or dependency has been resolved.

Before an escalation is closed by Openreach, it will be placed in open awaiting closure status and will auto-close within 1 working day. You can request that an escalation remains open by replying to the closure notification with your rationale for your request.

If you don’t agree with our response or if you need to discuss an existing escalation, please speak with your case handler and consult the Escalation Matrix where applicable.

Dissatisfaction with your escalation

If you are not satisfied in with the progress of your escalation, please contact our High Level Escalations (HLE) team. A full list of further escalation points can be found in Table 5 below.

Before escalating from one layer to the next, please ensure that the escalation business rules criteria have been met (as detailed in section 5.2) and that the appropriate amount of time has been allowed to receive a response: