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Customer Service Plan
A best practice guide showing the step by step process of raising a complaint can be found on the Openreach portal: https://www.openreach.co.uk/cpportal/help/guides
If you feel that 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.
We do all we can to avoid damage when we work but if it does happen, either you or advise your customer to email their details (name, address, contact number, email address) and a description of what’s happened (date, time, description of damage, photographs) to BTPLClaims@dwf.law The public liability teams will then send out a claims pack within 48 hours and deal directly with the end customer to fix things.
If your customer is reporting an issue with their overhead or underground cable within the boundary of their property, you should report this as a damage fault through your usual process. Openreach will not attend unless you book it for us in these situations.Problems raising a complaint on eChat
If you experience problems raising a complaint via eChat we have four levels of help available – please start at Step 1 and work up the list in sequence.
For anything outside your customer’s boundary or if the issue relates to a pole or cabinet, your customer should use our EiVA chat option here or call 0800 023 2023 options 1 then 1, 24/7. We need to know about something that's unsafe ASAP so please report it straight away.
If you have a complaint that does not involve a live order or fault, please ensure you are registered with an account on the Openreach portal and are logged in before following these instructions. Only registered Communications Providers on the portal will be able to follow this process.
To raise a complaint, please select ‘Help & Support’ from the top menu bar, select ‘How to contact Openreach’ from the drop-down menu. Click on the ‘Communications providers click here to contact us’ link. Here you’ll be guided through making the right contact choice for the topic you want to speak to Openreach about. Please make sure you pick the right topic for what you need and follow the contact path provided.
For issues regarding ‘Getting more info on closed orders or faults’ and ‘Openreach people doing something wrong.’(e.g. quality of workmanship, behaviour, low wires or exposed cabling when not unsafe or not service affecting etc.) eChat is the best and quickest way to contact us. Log into the Openreach portal and click on EiVA logo found in the bottom right hand corner of the Dashboard page and select “Connect to desk agent” and “After Service” option. The opening hours are Monday to Saturday, 8am - 6pm and Sunday, 10am - 4pm. We’ll help you here or take more complex issues away, provide you with a reference and keep you updated as the complaint progresses.
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.
If you experience problems raising a complaint via eChat we have four levels of help available – please start at Step 1 and work up the list in sequence.
Level |
Contact Name |
|
Step 1 |
Vikram Bhide |
|
Step 2 |
Amrita Saraf |
|
Step 3 |
Dave Smith |
|
Step 4 |
Rebecca Jones |
If you are not happy with the response to your complaint, please use the following escalation path, and ensure you have your complaints reference number detailed in the email.
Level |
Contact Details |
Notes |
Updates on open complaints |
Please wait at least 7 working days before emailing for an update |
|
1st level Escalation |
Complaint Manager |
|
2nd level Escalation |
Zahid Afzal |
|
3rd level Escalation |
Daniel Corker |
Please note these details are for internal use only and must not be given to members of the public.
If a customer complains that their Openreach modem/ONT/BBU associated PSU has failed in a way that could be a risk to life or property.
CP should ensure that their advisers understand internal processes for handling and recording these complaints.
For escalating the case into Openreach:
Raise a fault using the “Damage” reason code
Send an email with the fault details to: or.product.alert@openreach.co.uk so that we can intercept the engineer and ensure they understand the background.
If you have your own Health & Safety report template indicating the customer report of what the issue was, please include in your email.
We will communicate directly with the engineer to ensure the faulty unit is returned to our labs via overnight courier for forensic tests, rather than our standard faulty returns process.
Our T2R Head of Customer Experience will be notified. They will maintain a log that ensures forensics are completed to enable monitoring for trends.
Units are returned to the Quality Audit Team of the relevant manufacturer for the trend analysis and our monitoring of their processes.
We will “close the loop” and provide you feedback of the results of our testing and further steps to be taken, if any.
Note that modems run hot, especially if they are not wall mounted. Reports of hot to the touch modems with no apparent damage having being caused would not be relevant for this process. You may wish to incorporate the following content in to your advisor and/or end user Help/FAQ’s:
“The Openreach modem safely operates at temperatures of 25 degrees above the ambient room temperature in which it is located which will make the devise feel hot to the touch. This affect can be mitigated by wall-mounting the devise, but this is not essential for its correct operation”.