The Complaints Process Explained
BT has put in place processes to ensure that any complaints raised by Communication Providers in relation to the Undertakings are managed effectively.
Customers of Openreach should in the first instance send any Undertakings issues to equivalence@openreach.co.uk. Issues relating to BT Wholesale or other areas of BT should be sent to compliance@bt.com or your usual interface into BT such as your Account or Commercial Manager who will ensure that the matter is addressed.
If you remain dissatisfied with the resolution of a complaint that you have raised regarding the Undertakings, you can contact the Equality of Access Board (EAB) at eao@bt.com. Details of the EAB and the complaints handling arrangements can be found at www.bt.com/eab.
The role of the EAB is to monitor, advise and report on BT’s compliance with the Undertakings.