The control of TP S.A. "Blue Line" - UKE

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The control of TP S.A. "Blue Line"


2004-01-26

The examination of the remote customer care system functioning, so called “Blue Line” of TP S.A is subject to control initiated on the 21st of January 2004 by the Office of Telecommunications and Post Regulation. This is the result of complaints filed to the Office by the customers of TP S.A concerning the changes introduced by the operator in the customer care system.

TP S.A has underlined many times that one of the priorities among marketing objectives is to improve its corporate image and customer satisfaction. According to the opinion of TP S.A this objective was to be fulfilled by the introduction of a new customer care system ensuring in particular: easy access to the full offer of company products, immediate information about bills and the offered range of services, fast fulfillment of the orders without unnecessary formalities and effective, competent and nice service. The Blue Line is in the opinion of the company the most important element of the new care system which results from changing the personal way of handling customers for the telephone contact with the operator.

In the complaints about the functioning of TP S.A Blue Line directed by subscribers to the URTiP the most common were the following issues:

  • Long wait for the connection with the infoline (very often ineffective);
  • Excess of commissions which remain in the system and are not fulfilled for a long time (often the commissions get lost in the system leaving no trace);
  • Problems concerning the way of handling things in which documents must be signed personally by the interested party and which cannot be handled on the infoline;
  • Problems related to the possibility of filing complaints by the subscriber (including those regarding the telephone bill), and in case of such long wait for its consideration by the operator;
  • Lack of any confirmation of the reception by TP S.A of commissions, complaints etc.

According to the President of the URTiP Witold Graboś “ inconvenience regarding the use of Blue Line notified by the subscribers is a sufficient reason to initiate the control process. The office must know whether these are inevitable costs incurred during the introduction of technical and organizational novelties or a result of bad practice of the operator.

The objective of the control initiated by URTiP will be in particular to examine whether TP S.A follows the legal provisions regarding the fulfillment of remote orders for telecommunication services and complaints. The Office will also control the conditions of restrictions and suspension of service provision by TP S.A and granting compensation to subscribers.

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