Customer Service Plan

WLR3 - version 141

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Service Level Agreement measurement and associated Service Level Guarantee payments are proactively processed by the Service Guarantee Scheme Team monthly for both Standard and Automatic Compensation schemes. The Service Level Agreements measure performance of ‘events’ (orders, faults, appointments etc) against the relevant contracts and schedules.

Every single event covered by the scheme is processed for performance in line with individual Service Level Agreements.   

All events that are closed in a calendar month are associated to the ‘SLG Month’. For instance the June SLG Month will include all of the events that close in the month of June. 

However please note that some Service Level Agreements have an in built delay to final calculation and communication – Standard Missed Appointments and Standard Appointment Availability for instance – in line with the calculation rules.

The data is processed within the SLG Month and into the following month. Relevant SLG payments are made in the next earliest Invoice.

For example, for the data month of January, the events are processed by the SLG Team though January and into February. The SLG payments will appear in the March Invoice. Communications Provider Itemised Statements are sent out in the last day or two of each month, prior to the Invoice being generated. In the above example – February. 

Enquiries

If the Communication Providers wish to query anything relating to their Itemised Statements, such as an individual entry or if they have not received their statement when expected, they should address their enquiry to the SLG Enquiry Team 

The Enquiry Team is unable to assist with any Billing queries or claims for Compensation 

Openreach will respond within 48 hours / 2 working days

Any enquiries relating to Itemised Statements should be addressed to the SLG Enquiries Team at:

proactive.slg.enquiry@openreach.co.uk

Availability: Monday – Friday 08:00 to 16:00 excluding UK and public holidays.

Appeals

If the Communication Providers believe that the data within the Itemised Statement is incorrect or missing then they should raise an Appeal with the SLG Appeals Team by navigating to the SLG Appeal Forms and Completion Guides:

• www.openreach.co.uk

• Login with the Communication Provider Login details

• Products

• Service Products

• Proactive SLGs

• Business Processes (within the Customer Zone)

Completed Appeal forms should be submitted to proactive.slg.appeal@openreach.co.uk

Openreach will respond with a reply or an Appeal Reference within 48 hrs / 2 working days

All Appeals of 20 lines or less will be responded to within 15 days of the Reference being issued

Any Appeal of 21 lines or greater will be discussed with the CP and an estimation of completion time agreed, along with regular update timescales if required

The Appeals Team is unable to assist with any claims for Compensation outside the scope of Service Level Agreements covered by the Service Guarantee Scheme

Any enquiries relating to Appeals should be addressed the SLG Appeals Team at proactive.slg.appeal@openreach.co.uk

Availability: Monday – Friday 08:00 to 16:00 excluding UK and public holidays

SLG Escalations