|
|
 |
Customer service is the responsibility of all of us at Cable & Wireless and our goal is to work with you to find real solutions to any problems you may have.
Our charter outlines what service you should expect to receive from us and the penalties that apply if we do no deliver as promised.
Customer charter [16K]
Customer service charter for St. Helena - Our promise
Service delivery
You need to have a clear understanding of when you will receive service. We promise, where capacity is available and service is offered, to meet maximum service delivery times.
| Service type |
Maximum delivery time (working days) |
| Business line * |
10 days |
| Dual line * |
10 days |
| Government line * |
10 days |
| Residential line * |
14 days |
* Direct exchange line only
If we exceed the delivery times without your agreement you will be entitled to claim a refund equivalent to that of the installation charge levied on the service. If an installation charge is not levied, you will be entitled to claim the first month’s rental charge for the delayed service.
Fault repairs
You need to rely on our service, to be given accurate information about when the service can be resumed, and to be kept informed of the progress of repairs.We promise that you will be able to report faults 24 hours a day, 365 days a year.
Business or Government customers
We will respond to your report within eight working hours. If a fault cannot be repaired within this time, you will be notified and given a specific time of completion. If the fault cannot be repaired within eight working hours from the time it was reported, you will be entitled to claim £7.50 for each additional eight working hours that the service is unavailable.
Dual customers
We will respond to your report within eight working hours. If a fault cannot be repaired within this time, you will be notified and given a specific time of completion. If the fault cannot be repaired within eight working hours from the time it was reported, you will be entitled to claim £4.00 for each additional eight working hours that the service is unavailable.
Residential customers
We will respond to your report within twelve working hours. If a fault cannot be repaired within this time, you will be notified and given a specific time of completion. If the fault cannot be repaired within twelve working hours from the time it was reported, you will be entitled to claim £2.00 for each additional twelve working hours that the service is unavailable.
Billing
You need to receive an accurate bill.We promise to supply an accurate bill each month.
Operator service/Directory enquiries
You need to have all calls answered promptly and courteously.We promise to answer all operator service calls, on average, within 10 seconds.
Information
You need to receive timely and accurate answers to your questions.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
You need payphones that are reliable.We promise that our payphones will not be out of service for longer than eight working hours on more than two occasions each month.
Choice of services
You need access to a range of services that provide you with options for meeting your communications needs.We promise to supply a range of services in a flexible manner that provides solutions to your communications needs.
Claims
Claims can be made by the person who rents the line within two calendar months from the last day that 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 150.
We actively seek your comments and will record details of them to improve the service we provide to every customer.
If you are not satisfied with Cable & Wireless’ performance of this Charter, then please contact our Customer Services help line Telephone 150.
Cable & Wireless reserves the right to amend this Charter at any time.
 |
Some of the documents above are in Adobe Acrobat PDF format. To download Adobe Acrobat Reader software please select the icon to the left. |
Back to top 
|
|
|