As directed by the Fair Trading Commission:
|GTS 1||Installation or Transfer of Service||No more than five (5) working days.||Refund of first month's bill. |
|GTS 2||Fault Repair||No more than two (2) working days||Automatic prorated credit of monthly telephone charge for the period the customer was without service due to a fault on C&W's network.|
|GTS 3||Repeated Loss of Service||Faults should not reoccur within thirty (30) days of repair of first fault.||Credit of $15 to residential customers and $30 to business customers for repeated loss of service, due to the service provider's equipment, within thirty (30) days of original fault.|
|GTS 4 (New)||Customer Complaint Resolution Time||No more than 7days for both residential and business customers||Credit of $15 to each affected residential customer and $30 to each affected business customer.|
|GTS 5||Customer Appointments||All scheduled appointments should be honoured and are to be scheduled between the hours of (8:00- 12:00, 12:00 -16:00)||Credit of $15 to residential customers and $30 to business customers for missing agreed appointments (subject to a 15- minute grace period e.g., 12:15 for 12:00 appointments and 14:15 for 14:00 appointments). The service provider may reschedule an appointment; however, the customer must be notified at least eight (8) working hours prior to the scheduled appointment. |
A Customer-initiated claim is required for compensation
|GTS 6||Reconnection After Disconnection for Non- Payment||Reconnection of the service should Occur within six (6) hours of||Credit of $30 to each affected customer.|
|GTS 7||Wrongful Disconnection||Reconnection within one (1) working hour of notification by customer||Automatic minimum credit of $15 to residential customers and $30 to business customers. Following this, if the service is not reconnected within one (1) working day of the customer's report of wrongful disconnection, compensation shall continue to accrue calculated on a daily rate, based on the monthly line rental fee charged to the customer until the complaint is resolved. |
|GTS 8||Billing Accuracy||Bills should be error free (100% target)||For each bill containing errors, a compensatory credit of 15 to each affected residential customer and $30 to each business customer, upon confirmation of errors.|
A customer-initiated claim is required for compensation.
|GTS 9 (NEW)||Account Time after Request Cancellation Customer||No longer than five (5) working days after the customer's verifiable request.||No charges should accrue to the customer beyond the five (5) day period. If charges accrue, the customer shall receive full compensation for those charges.|
|OTS 1||Fault Repair|
The speed with which faults due to failure of C&W's equipment or systems are repaired. Faults due to inside wiring or customer-owned equipment are not included.
|80% of faults shall be repaired within twenty-four (24) hours of receipt of the report from the customer.|
|OTS 2||Repeated Loss of Service|
This Standard refers to the repeated or frequent loss of phone service within thirty (30) days of the occurrence of the original fault and due to problems on C&W's network.
'Loss of service' is defined as disrupted or degraded service including, inter alia, no dial tone.
|No more than 5% of faults shall reoccur within thirty (30) days of repair of the original fault.|
|OTS 3||Working Payphones|
The number of payphones which are fully functional on a daily basis.
|At least 75% of public payphones shall be in working order daily.|
|OTS 4||Fault Incidence|
This measures the monthly percentage of faults on C&W's network.
|No more than three (3) faults per one hundred (100) subscribers per month.|
|OTS 5||Billing Accuracy|
This governs the accuracy of C&W's bills.
Billing errors do not include charges due to fraud or faulty faulty customer-owned equipment. They also do not include the reflection of overdue amounts on subsequent bills if that amount was paid after the due date or pertain to format or frequency.
|Billing errors are permitted in no more than 0.5% of the total bills issued each month.|
|Customer Service Response Time|
This refers to the time it takes for a C&W customer service representative to respond to a customer service call from the time the telephone rings.
|At least 70% of customer service calls shall be answered by a customer service representative within forty (40) seconds of being handed off by the Interactive Voice Response System (IVR) to the next available customer service representative.|
|OTS 7 (New)||Complaint Resolution Rate|
This Standard stipulates the target for the amount of customer complaints resolved given the total complaints submitted on a monthly basis.
|On a monthly basis, a minimum of 75% of all complaints must be resolved within 7 days while a minimum of 95% of all complaints must be resolved within 14 days.|
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