This complaint is about fibre installation delays and customer service, involving both a Retail Service Provider and Wholesale Provider. The Customer placed an order for fibre and multiple installation dates were missed without warning. The Wholesale Provider was experiencing some issues, including alert levels changes and shortage of skills and materials. They were unable to complete the installation in a speedy manner. They apologised for the delays and provided reassurances that the job would be completed.
The Retail Service Provider acknowledged this issue had been ongoing and offered a one-off goodwill credit of $300 towards customer’s account once fibre is installed and activated.
This was within jurisdiction of the Code. It was about customer service and expectations of both the Wholesale and Retail Service Providers. There are no exclusions under the Code.