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