The Fair Trading Commission (FTC) has put telecommunications company Flow on notice that it must offer certain guaranteed standards for its fixed-lined services as part of the standards of service decision 2018-2020.
The regulatory agency has informed Flow that within the amended standard it should take no longer than seven working days to install or transfer service for residential customers, and no more than five business days for business customers.
Otherwise, it said, residential customers must receive a credit equivalent to the first month’s bill, while businesses are entitled to automatic compensation.
For wrongful disconnection, which refers to the loss of service due to system errors by the telecoms provider, Flow must reconnected the customer “within one working hour of notification by the customer” or offer an automatic minimum credit of $30.
“Thereafter, if the service is not reconnected within one working day or the customer’s report of wrongful disconnection, compensation shall continue to accrue based on a proration of the monthly line rental fee,” the FTC said in its notice.
The FTC has added billing accuracy to the standards of service, which it mandates must be corrected within 30 days of notification, failing which the telecommunications company must offer “a credit of $15 to each affected residential customer and $30 to each business customer”.
In response Flow has promised to respond to fault reports withing 24 hours, and installation within 48 hours of receiving a request.
“Last year we successfully completed a major upgrade to our billing, charging and customer relationship management system. So we are now completely focused on reducing the time it takes to get a new service installed and the time it takes to resolve a fault,” Managing Director Jenson Sylvester said.
“Over the past couple of months we have made great strides and I am happy to report that 47 per cent of all residential installations are now being completed within two business days and we are also now committing to providing our customers at the very minimum, with a date for installation within two days of receiving a request,” Sylvester added.
He said the company was also aiming to resolve 100 per cent of faults within 24-hours, up from the current 70 per cent.
“We are very proud of what our customer experience and technology teams have managed to achieve,” the Flow executive said.
Pointing to the recently opened customer experience centre at Windsor Lodge, Sylvester said this was another pillar in the company’s refreshed approach to improving customer care, adding that the feedback so far had been “nothing short of phenomenal”.
“Wait times have been reduced and our colleagues have been given a clear mandate of providing immediate resolutions for customers with bill queries or other service related matters,” he said.
The FTC requires the company to acknowledge customers’ complaints relating to billing, malfunctioning network or quality of service within five working days for a credit of $15 to residential customers and telephone, fax or email complaints, and seven working days after receipt of written complaint by registered mail. (MM)