JT Wholesale Customer Charter

JT Wholesale Customer Charter.docx

JT Wholesale Customer Charter

Authors:

Grahame Looby – Carrier Account Manager Carol Gunasekara – Head of Regulatory & Carrier Services

Document creation date:

February 2021

Distribution: Page 1

Wholesale Support Team Wholesale Customers Date:JCRA 05/07/2021 JT CI Ops Management

JT Wholesale Customer Charter.docx

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JT’s wholesale customer charter vision statement

‘JT aims to be an exemplar provider of wholesale services on the island of Jersey. Setting the benchmark in the way it interacts and the services it provides to its wholesale customers and ultimately the people of Jersey.’

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How we will achieve our vision We will provide wholesale services that are easy to access, efficient to use, provided in a reasonable and non-discriminatory manner We will continually measure the delivery of our services against a set of service standards.

These standards will be regularly reviewed to ensure that they continue to be in line with our vision and meet our wholesale commitments.

We will support our wholesale customers and work with them to ensure that the wholesale products we provide meet their expectations.

This commitment means we will continue to play our part in supporting a strong economic environment in Jersey

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How we will continuously improve We have set out service standards which we will measure ourselves against. These standards will be regularly reviewed to make sure that they continue to be fit for purpose, in line with market requirements and meet our contractual commitments As we monitor and measure ourselves against our service standards and customer feedback, we will regularly revise and update these standards Doing this means we will continuously improve the service we provide to our wholesale customers. At all times we will be clear and transparent and each time we amend our service standards we will make this available.

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Date: 05/07/2021

JT Wholesale Customer Charter.docx

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Our commitments to wholesale customers As a wholesale provider, JT commits to: • • • • • • • • •

Having fully documented and easy to use channels of communication for its wholesale customers.

Providing a fair and equivalent service to all our wholesale customers; Providing a regular forum for its wholesale customers to keep them informed on JT’s network and wholesale product roadmap; Regularly seeking feedback on JT’s performance; Transparent reporting of its wholesale KPIs; Ensuring JT’s staff are regularly trained in their regulatory and competition law responsibilities; Handling all shared information in confidence and keeping all interactions with our wholesale customers confidential; Publish clear and consistent wholesale charges; and Having rigorous processes and procedures in place to regularly check the suitability of new product/promotion/prices when introduced into the Jersey regulated market;

By consistently delivering on our commitments, we will build strong and reliable relationships with our wholesale customers which will benefit end user customers in Jersey.

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Date: 05/07/2021

JT Wholesale Customer Charter.docx

Revision History

Name

Job Title

Role

Tel.

Email

Grahame Looby Carol Gunasekara

Carrier Account Manager Head of Regulatory & Carrier Services

Author

07797916728

Grahame.looby@jtglobal.com

Version Date Release 1.0 1.1 1.2

4.2.21 18.4.21 5.7.21

Peer 07797722328 reviewer/Manager review

Name

Comments

Grahame Looby Grahame Looby Grahame Looby

Draft format to be reviewed.

Draft updated following feedback.

Document release.

Next review date 15/01/2022

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Carol.gunasekara@jtglobal.com

Date: 05/07/2021