Scope

The process applies to the capture and management of the CRF for recording submission of requests for provision of customer owned wiring and network rearrangement services in circumstances where standard Openreach charges are not available.

Provision of customer owned wiring and network rearrangement services can only be provided on a TRC basis where standard Openreach charges are not available for what is being requested.

This process should be utilised, where TRCs are applicable, for:

1. large scale projects or tasks either national or regional programmed in advance where TRCs are applicable; and
2. projects or tasks for specific time periods programmed in advance where TRCs are applicable.

For smaller scale customer owned wiring requirements, for example extension wiring, please follow link below

 http://www.openreach.co.uk/orpg/networkinfo/alternetwork/net_rearran.do

Openreach published Time Related Charges will apply at the appropriate hourly rate.

http://www.openreach.co.uk/orpg/pricing/cpp/downloads/ORPLCOM_TRC.htm

All requests for services to be provided on a TRC basis are subject to resource availability.

Process

1. CRF Template Retrieval / Access from Openreach

The Customer will gain access to the Openreach CRF template via two possible routes:
    a) via the Openreach Web Portal  and
    b) via their Openreach Customer Business Manager.

2. Submission of the CRF to Openreach

The CRF template needs to be completed by the Customer, the Customer’s Customer Business Manager’s Representative, or by combination of both, giving as much information as possible that helps facilitate further speedy assessment.

The completed in CRF template will then need to be submitted to the New Business Development Team on the following e-mail: Openreach Engineering Services G

3. CRF Management and Distribution

The received CRF will be verified by the New Business Development Team who will check the information provided. If incorrect or excludes relevant key information, the CRF will be returned to the originator specifying what is required.

If correct, they will log the CRF and send to the Openreach Business Management Representative who will champion the requirements and add extra detail or further guidance if so required. The information will be progressed to an Openreach Representative to calculate the price / estimate. The Customer will also be informed of this progress.

Timescales

1. A submitted CRF will receive an auto response confirming receipt.
2. A CRF submitted where an existing portfolio product exists or one with insufficient customer information or where Openreach has insufficient resource availability to fulfil it will be returned within 5 working days with reasons.
3. A correctly received CRF will be registered and sent to the Openreach Customer Business Management Representative within 5 working days of receipt.
4. An Openreach Representative will contact the customer within 10 working days after registration unless agreed by both parties to discuss the requirement and pricing.

Openreach Customer Request Form