Customer charter
We at Cable & Wireless care about our customer’s problems and we aim to meet your service demands, by understanding your problems and finding the right solutions to solve them.

The customer charter was launched on Ascension in October 1998. Our charter outlines the standards of service our customers can expect from Cable & Wireless and the compensation we will give you, should we not meet them. We receive feed back from our customers though a ‘Voice of the Customer’ survey carried out on a regular basis. Your comments are warmly welcomed.

The Charter below sets out the standards of service that our customers can expect from Cable & Wireless.

The Service we provide is guided by our customer values, which are:
  • customer service is the responsibility of each and everyone in Cable & Wireless
  • we help our customers to define their requirements
  • we care about customers' problems and we work with them to find solutions
  • we are responsive and flexible in meeting our customers' needs
  • our attitude towards customers is courteous, friendly and attentive
Service delivery
We promise, where capacity is available and service is offered, to meet maximum service delivery times shown in the table below. After acceptance of an order, we will meet the agreed delivery times.

content box top left Service type Delivery time content box top right
  Business or government line 3 days  
  Residential line 3 days  
  Internet service 6 hours  
  Telegram & fax 131  
  Magic Touch 1 hour  
  Voice Mail 1 hour  


Fault repairs
We promise that our customers will be able to report faults 24 hours a day, 365 days a year.
  • business customers will be responded to within four working hours
  • residential customers will be respond to within eight working hours
Billing
We promise to provide an accurate bill each month.

Operator service/Directory enquiries
We promise to answer all operator service calls promptly and courteously; on average, within 12 seconds.

Information
We promise that within working hours, you will be able to speak to a customer service representative on the phone with, on average, no more than a 15 second wait. The representative will either answer your question immediately, or get back to you within eight working hours.

Payphones
We promise that our payphones will not be out of service for longer than four hours on more than two occasions each month.

Choice of services
We promise to supply a range of services in a flexible manner that provide solutions to our customer's communications needs.

Claims
Claims can be made by the person who rents the line within two calendar months from the last day for which the claim relates. Except as specifically indicated in this Charter, Cable & Wireless accepts no liability for failure to meet the Charter service levels.

The only occasions on which these standards will not apply are for circumstances beyond the control of Cable & Wireless.

All service and fault refund claims should be made through our Customer Services department by dialling 111. We actively seek our Customer's comments and will record details of them to improve the service we provide to them.

If any customer is not satisfied with Cable & Wireless' performance of this Charter, then please contact our Customer Services Champion: Patrick Robinson, Telephone: 111

Cable & Wireless, Ascension Island normal working hours are: Monday to Friday 8:00am -5:00pm

Cable & Wireless reserves the right to amend this Charter at any time.

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