Regulator Ofcom has brought innew
rulesto force BT's wholesale division to
improve the service it provides to operators, including speedy
compensation payments for bad service to customers.
The rules affect BT Openreach and cover the way its
broadband and other services are provided, supported, repaired
and maintained.
The rules require Openreach to:
• Pay compensation proactively without Openreach customers
needing to make a claim should a fault be fixed or a line provided
late.
• Pay every time service or quality falls below the contractual
threshold, instead of paying out against performance stated as an
"average over time".
• Continue to pay compensation each time problems persist up to
a capped limit.
• For local loop unbundling, pay additional compensation for
failing to activate "live" lines at double the current amount.
Telecoms companies use a range of Openreach products to offer
retail services to business and residential consumers.
Because these products are available only from Openreach, Ofcom
regulates their price and how they are supplied.
Ofcom said the
package of measures followed concerns raised by telecoms
companies that Openreach was not sufficiently focused on meeting
the needs of all its wholesale customers.
The new rules will come into effect on 20 June this year.