Customer Service Plan

MiiS - version 1.3

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If you feel that any part of Openreach is failing to deliver to your required standards or we are not being sufficiently responsive, on a live order or fault please use the escalation path for each product documented in this CSP.  If you have a complaint that does not involve a live order or fault then please access: http://www.openreach.co.uk

Please select “contact us” from the top of the menu and once on the “contact us” page then select I have a complaint from the radio buttons.  

Please ensure you are registered with an account on the Openreach Portal and are logged in before following these instructions. If you are not a registered user please select New User at the top of the page to register. You will then be able to log-in with your user credentials and use the correct Contact Us form which will enable us to send your enquiry or complaint direct to the relevant team.

Damage to Property by Openreach and Line Plant damage

Damage to Property by Openreach and Line Plant damage can also be logged using this same process, by providing this in the free text field on the Contact Us form.

To assist with the investigation of your complaint, please provide as much information as possible, in particular the telephone number / address that the complaint is about, any job numbers/order references.  Your contact details will be automatically entered once you are a registered user i.e.  DUNs ID, a contact name/number and email address. You will receive an acknowledgement to your email followed by a further email with a case reference number.  We will work to an agreed timescale for resolution of the issue, keeping you updated at regular intervals.

Please note that only registered Communications Providers on the portal will be able to follow this process otherwise you will be displayed with “end user” options.

The response time following the initial submission is 3 working days. Further responses will be agreed with you during the progress of the complaint. If you are not happy with the response to your complaint, please use the following escalation path, ensuring you have your complaints reference number detailed in the email.

Damage to Openreach Plant

If you are contacted by one of your customers wishing to report to damage to Openreach plant (poles, cabinets etc), please give them with the following number to contact: 0800 800 151 

Their call will be logged and the necessary action will be taken to make safe or repair the damage.

Damage to End User’s Property

In the unlikely event of one of your customers experience damage to their property by an Openreach engineer, please advise them to contact: 0800 671 130

The details of their claim will be logged and a claims pack sent them for completion and return. Upon receipt, their claim will be investigated. 

In the event of damage occurring to your customer’s property, as a result of the actions of an Openreach supplier, your customer should be advised to contact: 0800 573 120

Please note that published Escalation Process must still be used for open service issues, such as provision orders and faults, as detailed in this Customer Service Plan.