Customer Service Plan

WLR3 - version 141

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Please note these details are for internal use only and must not be given to members of the public.

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 

9.1.  Live order or fault

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

Damage to end customer’s property

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.

Damage to end customers’ line plant

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.

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.

9.2. After a provision or repair

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.

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.

Escalation path if you’re not happy with how a complaint is handled

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.

The published Escalation Process must still be used for open service issues, such as Provision Orders and Faults which is detailed further up within the CSP.