Formalisation, in the reference offers, of the procedures as are agreed

Adherence to the principles of transparency and visibility warrant inclusion of the procedure agreed between PTC and the beneficiaries in the reference offers and their clear definition, including the procedure governing joint intervention.

As such:

D 6. A mechanism is to be included in the RUO, in the LLRO, in the RELLO and in Rede ADSL PT providing for joint interventions, enabling beneficiaries to schedule a joint operation by technicians from both companies for improved fault detection and repair. The procedures to be followed as regards joint interventions shall include:

(a) Definition of joint intervention scheduling/rescheduling times, with inclusion of a system of windows for sequential scheduling. 

(b) The prior and express establishment of the date, time and place for the technicians to meet and the minimum waiting period.

(c) The availability and dissemination of the contacts of those involved in the joint intervention, which may, if warranted, be the operator customer service contact centres.

(d) The requirement for timely contact (e.g. by telephone) when personnel are unable to attend joint intervention within the defined period, which contact may be made, if warranted, through the operator customer service contact centres.

(e) The obligation not to depart the designated location without previously contacting the absent personnel (which contact may be made through the operator customer service contact centres), for which information on the date, time and location of scheduling must be clearly provided.

(f) The definition of procedures to report joint interventions as are performed (date and time, reason, duration and outcome of the joint intervention with assessment of parties as to their responsibility in resolution of the fault and identification and signatures of the technicians involved).

(g) The definition of principles to be applied in the recovery of costs in joint interventions, including the cost to be incurred by the party responsible for the fault as to the other party.

(h)  The possibility of single scheduling for resolution of faults in multiple loops located on the same customer site.