Credit Policy

Created by Luke Rogan, Modified on Fri, 15 Aug at 7:17 AM by Luke Rogan

All staff are allowed to offer and issue customers with Credits in line with the rules laid out in this policy.

Late or Delayed Provisioning

Scenario	Credit Value	Limitations
Fail to get the service live on the day we say	£2 per day	Available from the day the service should have gone live to the day the service does go live. Excludes advanced changes to the install date for reasons such as civil delays or additional works required. Capped at £40 total credit
Engineer fails to turn up or cancels the appointment at short notice	£20 One Off	Only applicable where engineer fails to show up or cancels. Refusal to give access or answer calls from the engineer to attempt to gain access void access to this credit.
Delayed Router Delivery	£2 per day	Credit availability starts on the first day of the service being active where a router has not been delivered. This excludes instances where the router was attempted but the customer was not in or where the router is awaiting pick up from a local post office. Capped at £20 total credit

Technical Issues

Scenario	Credit Value	Limitations
Total Loss of Service	£2 Per Day	Credit is available if it takes more than 2 days from point of reporting to point of resolution. Credit is not available if the issue is identified to be due to customer error or damage caused to the service.

Issues such as slow speeds or intermittent connection do not have a defined credit. These should be handled through goodwill rules.

We do not compensate for any business related issues such as loss of earnings, Fibrely provides a residential services and does not offer loss of earning protection.

Goodwill

All agents are able to offer goodwill credits to resolve or compensate customer issues. These should only be offered when appropriate to do so.

Credit Tier	Credit Value Range	Comments and Scenarios
Basic	£0 to £10	90% of goodwill should be issued in this band
Moderate	£11 to £20
Significant	£21 to £30
Severe	£31 to £50	Requires approval from a manager
Extreme	£51+	Requires approval from a manager

Incorrect Billing

A bill credit can be issued in the event of incorrect billing for any value. This value should match the incorrectly billed amount. It is important to completely understand why the amount is incorrect and then raise the bill credit to correct the value.

In this instance the customer should pay their current bill and the amount overpaid will be deducted from their next bill.