Making a complaint
One of the EAO’s main responsibilities is to handle complaints from communications providers (CPs) if they suspect that BT is in breach of the Undertakings.
The EAO investigates any relevant complaints it receives and reports its findings to the EAB, which decides on what action, if any, will result from the complaint.
Complaints from within BT
The EAO reports quarterly to the EAB on complaints made to BT’s confidential helpline by BT employees. The EAO can follow up any internal complaint irrespective of the outcome of an investigation elsewhere in BT. Relevant findings will be reported to the EAB so that it can take any necessary action.