Jersey telecom company makes 'promises' on service

JT shop
Image caption The regulator have called on JT to create an action plan to improve services

Jersey's only fixed-line telecom company is offering free services to any customers it fails after a critical survey.

The survey by the Channel Islands Competition and Regulatory Authorities (CICRA) found 70% of JT customers would change operator if given the choice.

CICRA has called on JT to create a plan to improve service across the island.

Tim Ringsdore, managing director, said it was serious about improving its service and customer satisfaction.

Currently JT is the only company able to offer home phone lines, but it has been ordered by CICRA to offer the service on a wholesale basis by June.

This will allow other operators to offer home phone lines.

Mr Ringsdore said customers would be given a year's free line rental if the company failed them in one of three ways:

  • If it took more than five working days to repair a home phone fault
  • If a customer gave it 15 working days notice before moving to a new home and it failed to connect them on time
  • If it took more than three months to complete a fibre connection from the first visit

He said he hoped this would help reassure customers it was trying to improve.

The company has also disputed the findings of the survey, which it said showed different results from its own customer survey.

Its chief executive Graeme Miller said: "Our data shows the service we are delivering to customers is steadily improving."

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