Retail service providers can escalate an order in Chorus systems using the Escalate Order button. Selecting the Escalate Order on an in-flight order will present the available escalation criteria options in the drop down menu. Retail Service Providers should select the option that best applies to the escalation, and provide some detail around the cause of the escalation using the comments section. Once the escalation has been created, a Process Escalation Task is created in Chorus Portal. This is owned by the escalation team to validate if the escalation is valid or invalid according to the criteria and comments provided.

Please note that any escalation enquiry which does not align with one of escalation criteria will be considered to be out of scope (i.e. not an escalation scenario). This enquiry will be directed into the appropriate BAU channel, and Chorus will make every practical effort to resolve the query as soon as we are able. If the escalation is valid, the Process Escalation Task is completed with an Accepted Escalation Decision. This then creates a Manage Escalation Task in Chorus Portal. This will be left open for the duration of the escalation until it has been resolved by the Escalations team.