BT code of practice - out of stock??

quickstepqueen

I rang BT yesterday to request a copy of their code of practice. (My copy was from 2002 so assume it's out of date.) Eventually after speaking with 3 different people, (the first CSA didn't understand what I was saying at all -surely ALL BT CSA's should be aware of their code of practice,) I was told the Code of Practice was out of stock but they would send me a copy as soon as they got them in. This seems very odd indeed. Surely they should always be able to provide their customers with this info??

The reason I want it is that my OH's elderly Aunt would like to make a written complaint. When she realised her phone wasn't working she managed to get a neighbour to phone BT and report the fault. They said an engineer would be round in 3 weeks time !!!!!!

Approx 10 days after this call we travelled to visit the Aunt for her birthday and she was in a terrible state as without her phone she had no way of calling someone in an emergency. My OH called BT and practically demanded that someone come before the end of the week. We had to leave her a mobile phone and get some top-up so that if she did become ill (as she has several health problems) she could at least call someone. Indeed engineers came that Friday, (amazing they could send someone when you shout at them! ) but that still meant she was without her phone for 2 whole weeks.

Aunt rang BT the following day to complain and wanted a letter of apology off them explaining why there was this delay. However they just told her to write a letter to a given address. She was livid as she felt it was all BT's fault and why should she spend her time and money getting an answer. Surely making a complaint by phone should be enough.

Anyway I just want a copy of BT's code of practice so we can help her complain once more and ensure that she receives some financial compensation, if only to make sure she's not charged line rental etc for those 2 weeks without a phone.

I just cannot believe that they were going to leave a 75yr old elderly and infirm lady without a phone for 3 weeks.

utilitybroker

Were they aware when the fault was originally reported by your Aunts neighbour of her age etc?

You can download the latest Code of Practice here
http://www.btplc.com/Thegroup/Regulatoryinformation/Codeofpractice/Consumercodeofpractice/ConsumerCodeofPractice.htm?obsNoSee=Y&vStore=1128&obsPage=/index.jsp&obsType=LINK&obsOID=112060

They do provide a FREE priority fault repair service if you qualify and register for it
http://www.bt.com/customerservices/cust_details.jsp?BV_SessionID=@@@@1364118968.1158585467@@@@&BV_EngineID=ccceaddilijeedfcflgcefkdffndfkl.0&parentcat=cs_fault_repair&childcat=who_can_apply

Also see http://www.btplc.com/age_disability/index.htm