We recently launched a new webform on our Chorus public website for end customers to raise post Fibre Broadband install workmanship or reinstatement problems directly with the Chorus team.  This will replaces the existing email process from 11 March 2022. 

This new webform is called “Resolving workmanship or reinstatement Problems” and can be filled out by the end customers and will go directly to the right Chorus team to action and engage our Service Partners. The new process will provide a better customer experience as it enables the end customer or you to engage the right team for a faster resolution.

The new process is outlined below:

• Our new webform is on our Chorus public website and customers need to select “Resolving workmanship or reinstatement problems” from the drop-down list and fill out all details required.

Below is a screenshot of the option customers should be selecting prior to reporting a problem and providing their details.

• This will help reduce time and effort between customers and your teams going back and forth for information. End Customers will fill out details in the webform and will go directly to our Customer Escalations Team to deal with customers to resolve. 
• You can submit the web form on behalf of your customer, it is important to capture the customer’s valid contact details for Chorus or Service Partner to get in touch if a site visit is required 
• You are no longer required to fill out an email workmanship/reinstatement template and sent through to our Provisioning teams as you can direct customers to our webform now. 

Current email process ends soon

Our current email process for reinstatement/workmanship escalations will cease from 11 March 2022 .  

Contact

Please contact your Account Team for further queries.