GEN088/12 Disputed No Access

12/10/2012    For Information

This briefing on the industrialisation of the Disputed No Access process is for all WLR and LLU Communications Providers.

The purpose of this briefing is to advise Communications Providers of the Disputed No Access process for WLR3 and LLU, to commence as Business As Usual on Monday 15 October 2012.

On 28 May 2012 a trial commenced to expedite provision, or repair appointments where the original appointment failed due to No Access and the end user is disputing the claim of No Access.

The original trial briefing can be found here: GEN046/12

We are pleased to inform you that, due to the success of the trial, we are moving this service out of trial into business as usual. The service will also be detailed in the Customer Service Plan when they next updated.

The definition of a 'Disputed No Access' scenario is as follows:

'A dispute whereby Openreach considers a booked appointment has resulted in a No Access, however the customer believes that the engineer did not visit the site within the appointment slot and has evidence from the end user to justify it'

In cases where the "Disputed No Access" definition is met, for provision or repair appointments, customers should send an email to the dedicated inbox, containing a minimum set of information, as set out below, in order to be accepted.

Email Inbox

disputed.no.access@openreach.co.uk

Minimum Information Required

• CP Name
• CP Contact email address
• Product
• Order/Fault reference
• Telephone/Circuit number
• Original Appointment Date
• Do the notes on the Order or Fault Tracker match the description given by the end user?
• Comments to justify Disputed No Access raised (including ALL relevant evidence)
• End User availability for a new appointment, over the next 5 working days (Monday - Friday, Saturdays can be requested but not guaranteed)
• Has this order or fault had a previous disputed no access issue? - Yes/No

Once Openreach has received and validated the information, our agents will pick up the case and seek to reappoint based on the end user availability provided. If there are no appointment slots available for the stated times, the next best appointment will be booked, which can then be changed should it be unsuitable. If the issue does not meet the disputed no access definition it will be rejected.

NOTE: Please provide as much flexibility as possible to ensure a relevant appointment can be offered, and to reduce instances of rebooking.

Once an appointment is scheduled, Openreach will respond, by email, confirmation of the new appointment. A response will be sent within 24 hours (Monday to Friday) of the receipt of the email from the customer. For example, an email received at 14.00 on Friday will be responded to by 14.00 on Monday. The mailbox will be manned 08.00-18.00, Monday to Friday.

If challenging a rejected case, please resubmit the original email, with disputed decline as the subject and email to disputed.no.access@openreach.co.uk. Please state your grounds for contesting the original decision after checking all details on the email from Openreach, to avoid further rejections.

Issued by KJS

The contents of this briefing are accurate at the time of writing and are subject to change.

Please discuss any queries or issues in relation to this briefing with your Sales & Relationship Manager or Service contact, who will be pleased to assist.

Our Customer News Centre is now available at www.news-openreach.co.uk which will provide you with a central point to check out the latest news and briefings information from Openreach.