How we work

One of the EAB’s main responsibilities is monitoring and reporting on BT’s delivery of the Undertakings. On behalf of the EAB, the EAO monitors BT’s performance in a number of areas, including:

  • Progress towards delivery of key Undertakings deadlines
  • Ongoing compliance
  • Product KPIs
  • Behavioural measures and other measures relating to the spirit of the Undertakings.

The EAO reports on all these areas in detail to the EAB on a monthly basis. In addition the EAO performs validation reviews for all key Undertakings in order to verify for the EAB whether BT has delivered all requirements of the Undertaking and that it has mechanisms in place to demonstrate compliance on an ongoing basis.

Validation reviews

Validation reviews are based on a set of success criteria that have been agreed between the EAO and BT, and begin once BT has provided all the detailed evidence that is required to demonstrate that the success criteria have been achieved. The EAO may choose to conduct these reviews itself or employ the services of internal audit. Once the delivery of the Undertaking has been validated, and confirmed by the EAO Director, then it will be subject to regular ongoing compliance reviews.

To check on progress of EAO validations for individual Undertakings and to see details of our monitoring of ongoing compliance and exemptions and variations see the News section of this site. For more information on the work of the EAO monitoring and reporting team, including validation reviews email David Mulholland

Additionally, the EAO monitors BT’s compliance with any additional obligations arising from exemptions to the Undertakings or the amended or varied Undertakings agreed by Ofcom.

For more information on the work of the EAO monitoring and reporting team, including validation reviews,  email David Mulholland .

Informal reviews

The EAO holds regular meetings with CPs to discuss progress towards the delivery of the Undertakings. These discussions can result in the EAO conducting an informal review of issues and concerns raised during meetings. These reviews take place on a confidential basis when requested, and the EAO will advise both the CP and BT of the outcome of the review as appropriate.

To arrange a meeting with the EAO, email Steve Kerr.