Standards of service

As directed by the Fair Trading Commission:

  1. Cable & Wireless shall comply with the prescribed Standards of Service as set out in Table 1 and Table 2 of the Schedule below and the exemptions set out in the Standards of Service Decision 2018 - 2020.
  2. Cable & Wireless shall credit the prescribed sums as set out in Table 1 of the Schedule to any customer who is affected by its failure to provide the service in accordance with and in the manner set out in the Standards of Service Decision 2018 - 2020.
  3. This Order shall take effect from January 1, 2018 and continue until December 31, 2020 or until such time as a new Standards of Service Decision is issued.
  4.  
Table 1: Guaranteed Standards of Service for Cable & Wireless (C&W)

 

STANDARD

 

 

SERVICE CATEGORY

 

 

TARGET

 

 

COMPENSATION

 

GTS 1 (Amended)

Installation or Transfer of Service

This refers to the time it takes between the customer's application for service or transfer of service and the actual installation or transfer of service, (from one location to another), where plant is available.

Service installation refers to installation up to the demarcation point (Optical Network Terminal or Network Interface Device) which is where the service wire connects to the device on the customer’s premises.

Residential customers - no more than seven (7) working days.1

Business customers - no more than five (5) working days.

A credit that is equivalent to the first month's bill.

Automatic

Compensation2

GTS 2

Fault Repair

This refers to the speed with which faults due to the failure of C&W's equipment or systems are repaired.

Faults due to inside wiring or customer-owned equipment are not included. 'Fault' and `Loss of service' carry the same definition.

Residential customers - no more than two (2) days.

Business customers - no more than two (2) days.

Automatic prorated credit of monthly telephone charge for the period customer was without service due to a fault on C&W's network.

Automatic Compensation

GTS 3 (Amended)

Replicated Loss of Service

This refers to the reoccurrence of a fault of the same nature, within thirty (30) days of occurrence of the original fault, on C&W's network

Loss of service is defined as disrupted or degraded service including, inter alia, no dial tone.

Faults shall not reoccur within thirty (30) days of repair of first fault.

A credit of $15.00 to

residential customers and

$30.00 to business customers for reoccurrence of a fault of the same nature on C&W's network, within thirty (30) days of the original fault.

 

Automatic Compensation

 

 

 

STANDARD

 

 

SERVICE CATEGORY

 

 

TARGET

 

 

COMPENSATION

 

GTS 4

(Amended)i

Response to Customer Complaints

Acknowledgement within

five (5) working days for

A credit of $15.00 to

residential customers and

 

 

telephone, fax or email complaints.

$30.00 to business

customers when target

 

This refers to the time frame in which C&W acknowledges a customer's complaint relating to billing, malfunctioning network or quality of service.

Acknowledgment • • seven (7) working days after receipt of written complaints by Registered Mail.

time is breached.

Customer Initiated Claim required3

 

 

Immediate acknowledgement for complaints submitted in
person via official complaint form.

 

 

 

Acknowledgement shall

include advice as to the date the matter is expected to be resolved in accordance with the requisite Standards.

 

GTS 5

Customer Appointments

All scheduled appointments

A credit of $15.00 to

 

This refers to scheduled appointments by C&W'srepresentatives to correct faults on the C&W Optical Network Terminal or Network Interface where access to the customer’s

premises is necessary but restricted.

shall be honoured.

Appointments may be scheduled: Morning, from 8:00 a.m. to 12:00 noon or afternoon, from 12:01 p.m. to 4:00 p.m.

This does not include appointments pertaining to Customer Premises Equipment (CPE) or internal wiring.

residential customers and

$30.00 to business customers for missing agreed appointments (subject to a 15-minute grace period, i.e. 12:15p.m. for 12:00 noon appointments and 4:15p.m. for 4:00p.m. appointments).

 

C&W may reschedule an appointment; how-ever, the customer must be notified at least eight (8) working hours 4 prior to the scheduled appointment.

 

 

 

 

 

 

 

Customer Initiated Claim required

 

 

STANDARD

 

 

SERVICE CATEGORY

 

 

TARGET

 

 

COMPENSATION

 

GTS 6 (Amended)

Reconnection after Disconnection for Non-Payment

This refers to the timely reconnection of a customer's service after payment of overdue amounts and the reconnection fee, where applicable.5

In the event that the overdue amount and the reconnection fee, where applicable, are paid at an authorised payment point that is not online, the customer is required to notify C&W and provide proof of payment in order to effect timely reconnection.

Reconnection of the service shall occur within six (6) working hours of notification of payment.

A credit of $30.00 to each affected customer.

Automatic Compensation

GTS 7 (Amended)

Wrongful Disconnection

This refers to the loss of service due to system errors by C&W.

This Standard is not applicable where disconnections arise out of circumstances pertaining to an overdue amount.

Reconnection within one (1) working hour of notification by the customer.

Automatic minimum credit of $30.00 to all affected customers.
Thereafter, if the service is
not reconnected within one (1) working day of the customer's report of wrongful disconnection, compensation shall continue to accrue based on a proration of the monthly line rental fee.

Automatic Compensation

GTS 8 (New)

Billing Accuracy

This refers to the incidence of errors on a customer's billing statement

Billing errors are to be corrected within thirty (30) days of notification by the customer.

For each bill containing errors, a credit of $15.00 to each affected residential customer and $30.00 to each business customer, if C&W fails to correct the error within the target time.

Customer Initiated Claim required

  1. "Working Days" refers to Mondays to Fridays from 8:00 a.m. to 4:00 p.m. only, excludes public holidays and weekends. In measuring the response time for targets expressed in terms of working days, the day the complaint is made is excluded. Any other reference to days means calendar days.
  2. "Automatic Compensation refers to the initiation of the compensation process by C&W where a breach has occurred and is granted on confirmation of the breach by C&W. It is administered as a credit on the customer's bill for the following month.
  3. For Compensation which requires customer initiated claims, customers must fill out a claim form and submit it to C&W in order to receive any credit which is due. 4"Working hours" are between 8:00 a.m. and 4:00 p.m. on a working day
  4. This Standard is applicable to both 'soft disconnection', where no reconnection fee is required, and 'full disconnection'.
Table 2: Overall Standards of Service for Cable & Wireless (C&W)

 

STANDARD

 

 

SERVICE CATEGORY

 

 

TARGET

 

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 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 (Amended)

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 (New)

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 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.

OTS 6

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 80% of customer service calls shall be answered by a customer service representative within sixty (60) seconds of being handed off by the Interactive Voice Response System (IVR) to the next available customer service representative.

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