Mr Patsy McGlone (Mid Ulster): To ask the Minister for the Economy to detail (i) the standards of customer service required under Project Stratum; and (ii) the oversight mechanisms in place at her Department to ensure delivery of those standards. [Priority Written]
Minister for the Economy: The Department’s contract with Fibrus is to provide a wholesale network. Customers will interact with a Retail Service Providers (RSPs) who are using the wholesale network. Fibrus are required to provide RSPs with 99.5% network availability and resolve problems within 2 working days, following the relevant industry standards. Where these requirements are not met, an RSP is entitled to compensation under a scheme that must follow Good Industry Practice and any requirements from the communications regulator (Ofcom).
The provision of these services is monitored by the Department by way of quarterly reports required by the contract, which includes information on compliance with the service level, which must include: network availability; trouble to resolve time; provisioning order installation timescale; and service failure compensation (number and value of compensation paid for failed time to resolve).
ENDS
Your MLA 