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Customer Service Plan
Openreach recognises that from time to time, CPs experience serious critical issues which require our urgent assistance to resolve, regardless of whether or not there has been an Openreach failure
Accordingly the Directors’ Service Office will provide CPs at director and senior management levels only, with direct access to a highly skilled team, closely allied to the office of the Managing Director of Service Delivery, who will take ownership for handling these issues within Openreach.
No validation of cases will take place but issues will only be accepted from the designated named directors/senior executives or their representatives within each Communication Provider’s business. As with all products, our CPs need to agree these individuals with Openreach and the relevant details are maintained in your key CP contacts section of this document.
Your escalation to the DSO team must meet two key criteria:
1. Failure to resolve the issue is likely to result in significant damage to CP brand or reputation and/or a public health risk and safety risk of significant revenue loss, financial liability or litigation
2. The issue is one that might normally be referred to an Openreach director or senior executive.
Phone us on 0800 432 0582 Option 1 or Email dso@openreach.co.uk
Please note that between 7pm and 7am. CPs should use the call option in addition to email to ensure that we immediately start work on the escalation.
Each CP has agreed a list of designated senior managers or their representatives who are authorised to pass issues directly to the DSO mailbox as detailed within the key CP contact section of this document. If you require further detail regarding your named DSO representative then please consult your Service management team.
It will operate 7 days a week 24/7.
Service provision complements existing business as usual processes and does not replace or provide a substitute for any service product currently available including expedite products.
Contacting the DSO is not a means to avoid any applicable time related or other product charges. Any appropriate charges will be levied.
Openreach failure is not a prerequisite; however, referrals can only be accepted from agreed CP referral officers. Referrals must relate to a CP customer or business who is a customer of that CP. Any referrals received directly from a CP customer or other sources must be referred back to the appropriate CP for its advice on whether or not to progress the case. The DSO will assist wherever possible to facilitate that contact.
Robust management information on usage will be captured and fed back to each CP via the Service Management team to ensure access to this service is transparent and equivalent. Consistent inappropriate use of this service by a CP will be registered with the Openreach Business Integrity team and may lead to further requests not being acted on.