Aug 13, 2014 - Application of this Scheme. 6. Making a Claim. 7. Definitions. 1. BT'S COMMITMENT. 1.1 BT will: (a) provi
Contract for BT Business Services – Customer Service Compensation Scheme– Annex CONTENTS 1. 2. 3. 4. 5. 6. 7.
BT’s Commitment Call Diversion Daily Rate Rental Credit/Actual Financial Loss Payment of Claims Application of this Scheme Making a Claim Definitions
1.
BT’S COMMITMENT
1.1
BT will:
1.2
(a)
provide the Service by the date agreed with the Customer;
(b)
repair a Service Failure in line with the Service Care Level the Customer has chosen, as set out in the BT Price List;
(c)
not disconnect the Service by mistake; and
(d)
keep any appointment BT makes with the Customer under the Contract.
If BT is late in providing the Service or repairing a Service Failure, the Customer may choose either: (a)
Call Diversion - as described in paragraph 2. This is only available if it is reasonably practicable, and technical restrictions may sometimes prevent BT from offering this option; or
(b)
Daily Rate Rental Credit / Actual Financial Loss - the Customer may choose daily rate rental credit and/or actual financial loss (as described in paragraph 3).
1.3
If BT disconnects the Service by mistake, the Customer may claim daily rate rental credit and/or actual financial loss as described in paragraph 3 from the date of disconnection.
1.4
If BT does not keep an appointment, the Customer may claim a specified sum, as shown in the BT Price List.
Issue 7 Dated 13th August 2014 © British Telecommunications plc
2.
CALL DIVERSION
2.1
If BT provides Call Diversion, BT will divert the Customer’s incoming Calls, on request, to another fixed line or mobile telephone number of the Customer’s choice. Once BT has provided the Service or repaired a Service Failure, BT will cancel the Customer’s Call Diversion.
2.2
The number chosen must be a UK number, but there are some number ranges to which BT will not divert the Customer’s Calls (for example, 0800 and 0870 numbers). BT will advise if the number chosen is acceptable.
2.3
If BT diverts the Customer’s Calls to a mobile number, the person calling the Customer will not have to pay extra costs for making that Call.
2.4
In addition to providing Call Diversion, for each line diverted to a mobile number, BT will pay the Customer, on request, a daily call allowance for each whole or part day BT is late in providing the Service or repairing a Service Failure. The amount is shown in the BT Price List.
2.5
If the Customer's losses are greater than the total amount paid by BT under paragraph 2.4, the Customer may also claim actual financial loss as described in paragraph 3.2. However, the Customer cannot claim for any extra mobile call charges incurred within five days of BT rectifying the Service Failure or providing the Service.
3.
DAILY RATE RENTAL FINANCIAL LOSS
3.1
Daily Rate rental credit is the amount BT will credit the Customer for each whole or part day BT is late in providing the Service or repairing a Service Failure, and for each line affected. The amounts are shown in the BT Price List. The Customer is not required to prove any losses. If the Customer incurs additional losses, it may also claim actual financial loss as described in paragraph 3.2.
3.2
Actual financial loss is the amount the Customer has lost that is reasonably foreseeable as a result of BT being late in providing the Service on time or repairing a Service Failure. If the Customer claims this, it will have to show BT proof of its loss.
CREDIT/ACTUAL
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Contract for BT Business Services – Customer Service Compensation Scheme – Annex The limits 3.3
4.
iii) co-operate with BT and liaise with their previous service provider where necessary and requested to do so by BT
The maximum amount BT will credit and/or pay the customer is £6,000 for each line affected, and subject to an overall total of £25,000 for the same failure or series of related failures.
to enable the number(s) to be ported by the date agreed between BT and the Customer.
PAYMENT OF CLAIMS 5.3
If the Customer reports a fault and BT finds there is none or the fault falls within the scope of paragraph 4.2 above BT may apply a charge.
5.4
This compensation scheme does not apply to any delay in including, or a failure to include, the Customer’s telephone number in the BT Phone Book, or any error or omission of the information included.
6.
MAKING A CLAIM
6.1
The Customer must make any claim within four months of BT putting things right. For actual financial loss, the Customer must claim in writing, using a claim form. Claims will not be accepted after 4 months.
and do not apply to any service that is not expressly referred to in this Annex.
6.2
BT’s contact phone number and address are shown on the Customer’s bill.
This compensation scheme does not apply if:
7.
DEFINITIONS
BT will normally deduct any amount that BT owes to the Customer under this compensation scheme from the Customer’s next phone bill, however in some circumstances BT will pay actual financial loss payments by cheque. 5.
APPLICATION OF THIS SCHEME
5.1
This compensation scheme applies to the following services BT provides to the Customer. However, its application to the services may vary as shown in the BT Price List. BT Business PSTN ISDN2/ISDN2e Featureline/Featureline Compact
5.2
(a)
someone, other than BT, has caused the fault;
(b)
BT asks for access to the Site and the Customer does not allow this; or
(c)
BT reasonably asks for other help and the Customer does not provide it.
(d)
BT is unable to contact the Customer;
(e)
the fault is caused by the Customer or the Customer’s own equipment;
(f)
the Customer cancels the fault report before BT have rectified the fault;
(g)
BT’s failure is due to matters beyond its reasonable control as set out in clause 9 of the Conditions,
(h)
in the case of number porting, the Customer fails to;
In this Annex the following terms have the meanings shown next to them. BT Price List
the document containing a list of BT’s charges and terms and which can be seen at: http://www.bt.com/pricing (or any other on-line address that BT may advise the Customer)
Call Diversion
Diverting incoming Calls to another fixed line or mobile telephone number as set out in the Customer Service Compensation Scheme The continuous total loss of the facility to make or receive a Call, or of any related service provided to the Customer under the Contract
Service Failure
i) provide BT with full and accurate details of the number(s) to be ported; and ii) provide consent to BT to allow the number(s) to be ported; and Issue 7 Dated 13th August 2014 © British Telecommunications plc
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