As part of our ongoing commitment to improving service delivery, we’re extending our escalations process for all orders under Fibre Project Management.

We understand that from time-to-time, issues may arise during the fulfil/install process. An escalation is when a commitment or expectation has not been met, whether to Retail Service Providers (RSPs), their customers or our service partners. It is a formal process to raise the issue to the appropriate level of authority within Chorus, to manage it, in accordance with our escalation criteria.

Effective immediately, Fibre Project Management orders are now included in this process.

If you require escalation support, please contact your assigned Customer Success Specialist. They will assess whether the issue meets our escalation criteria and, if so, initiate the formal resolution process.