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Overview

Please find the escalation process for faults in the support section. You'll also find other fault processes which may be useful.

Escalation criteria 

Medical emergency

  • A situation exists whereby the end customer may experience a life or death situation if service is not provided.

Civil defence / emergency services

  • An emergency event has occurred resulting in the critical need to enable a new service or restore a disabled service, for use by emergency services, civil defence, or applicable government agencies. Emergency services include, but may not be limited to: fire service, police, ambulance service, medical facilities (e.g. hospitals, medical centres, welfare centres).

Missed commitment

  • The Chorus technician has not arrived at the site to complete the scheduled job, and the ready for service date and time have passed, and the Chorus technician has not contacted the end customer.

Chorus error

  • The service is not working as expected, or is not working at all, due to an error made by a Chorus representative or a failure within a Chorus system, impacting the overall customer service experience.  

Chorus Escalate app

There's also a mobile app available with all escalation contacts at your fingertips. Search for 'Chorus Escalate' on either Google Play or the Apple App store. Please note: you may notice two apps with the Chorus logo. Download 'Chorus Escalate' rather than 'Chorus App' (internal app). The application covers Provisioning, Assure and Billing escalations and includes the following:

  • Escalation definitions & criteria
  • Information required by Chorus to enable efficient investigation of your issue
  • Peer-to-peer contact point matrix
  • Expected response times.

To arrange access please contact your Service Delivery Manager.

 

Communication channels 

Escalation level Contact 

Level 1

Select "escalation" box in Chorus Portal
Level 2

To make it easy for you, we have created a single business escalation channel for Bitstream 2 (NGA Evolve / Home Fibre / Education) and Bitstream 3 (NGA Business): BusinessFibreEscalations@chorus.co.nz.

Level 3  Hiren Khatri - 0274579069 - hiren.khatri@chorus.co.nz
Level 4  Gemma Newman - 0272263632 - Gemma.Newman@chorus.co.nz