NGA provisioning escalation update
Change Notification 90: 22 October 2015
In order to provide you with a dedicated focus for NGA escalation management there will be new points of contact for NGA provisioning from 27 October 2015.
What's happening?
We’ve updated the Escalation Processes page on the Chorus customer website and the Chorus escalations mobile app with the new contact details for NGA provisioning escalations. Read below for specific changes.
What's the detail?
The following changes take effect from Tuesday October 27:
Escalation
LevelPreviousNew
Level 1
Select escalation box in OO&T or Chorus Portal
No changeLevel 2
NGA_Teammanager@chorus.co.nz
Level 3
Provisioning Managers – NGA
Psiren Kirk
027 612 8816
Psiren.Kirk@chorus.co.nz
Tania Searle
027 284 2294
Tania.Searle@chorus.co.nz
Fibre Support Manager
Dominic Ryan
027 520 0584
Dominic.ryan@chorus.co.nz
Level 4
National Provisioning Manager
Moin Dean
027 207 1170
Moin.Dean@chorus.co.nz
Manager, Customer Care
Kate Morrison
027 697 3973
kate.morrison@chorus.co.nz
These changes will be reflected in the Chorus escalations mobile app as well as on the Chorus customer website: https://customer.chorus.co.nz/escalations
To give you the opportunity to adjust to the new process we will monitor the NGA_Teammanager@chorus.co.nz mailbox for one month during the transition period. All responses will come from the new fibreescalations@chorus.co.nz mailbox.
We’re always looking to continuously improve the escalation process, so look out for further announcements regarding NGA Bitstream3 and B3a escalations in November.
Who do I contact?
For more information please contact your Service Delivery Manager.