Last updated: Sep 6, 2024

Purpose

At Runfibre Ltd, we are committed to ensuring that all our customers, especially those who may be vulnerable due to age, disability, or other factors, receive appropriate support and services.

Identification

We recognise vulnerable customers as those who may struggle with:

• Communication difficulties
• Understanding bills or contracts
• Limited access to technology or the internet
• Temporary or permanent disabilities

Support Measures

• Training: All staff will receive training on how to identify and support vulnerable customers.
• Tailored Communication: We will offer communication in accessible formats and ensure that key information is clear and understandable.
• Dedicated Support: Vulnerable customers will have access to dedicated customer support representatives trained to assist them.
• Flexible Solutions: We will provide options that accommodate the specific needs of vulnerable customers, including payment plans and prioritisation in service restoration during outages.

Complaints Policy

Purpose

At Runfibre Ltd, we value customer feedback and strive to resolve complaints promptly and efficiently.

How to Complain

Customers can submit complaints through various channels:

• Phone: Call our customer service line.
• Email: Send an email to our dedicated complaints address.
• Online: Use the complaint form on our website.

Complaint Handling Process

• Acknowledgement: We will acknowledge your complaint within 48 hours.
• Investigation: Our team will investigate the complaint and gather necessary information.
• Response: We aim to provide a full response within 10 working days. If more time is required, we will inform you of the delay and the reason for it.
• Escalation: If you are not satisfied with the outcome, you can escalate your complaint to our management team.

Continuous Improvement

We review complaints regularly to improve service quality and ensure we are meeting customer needs.