To ask the Secretary of State for Science, Innovation and Technology, what assessment her Department has made of the adequacy of response times to customer complaints on the installation of Government-funded telecommunications infrastructure carried out by Openreach.
The Government follows an established response procedure for any external queries that are received. The Welsh Government is responsible for overseeing the delivery of Openreach’s superfast contract in Wales and should be able to assist with any queries regarding this programme.
Ofcom has imposed measures to ensure that Openreach improves the services it offers by giving the company a number of performance targets. These include commitments for installing new lines on its existing network and repairing faults more quickly. Ofcom has also expanded the remit of its Openreach Monitoring Unit to include issues relating to the deployment of gigabit-capable networks following the introduction of the Wholesale Fixed Telecoms Market Review 2021-2026.
Following the introduction of the Product Security and Telecommunications Infrastructure Act 2022, which received Royal Assent in December last year, the Government intends to make regulations creating a legal requirement for operators to have a complaints procedure in place to handle complaints relating to their conduct, and setting out minimum standards which this process must meet.