The voluntary auto compensation scheme is designed to provide residential fixed broadband and landline customers with protection. Zen believe it is only fair that, should their partners’ customers be affected by the service they receive from the company or one of its suppliers, partners are given the opportunity to compensate their customers without incurring prohibitive expense. As auto compensation is a voluntary scheme, and Zen’s partners have not signed up to it, there is no obligation for the partners to pass any of the compensation they receive onto their customers. This will be left at the discretion of each partner.
Partners will be compensated for any delay to their customers’ service in the following scenarios:
-Activation – partners will be compensated for any delays after the promised date that their customers’ fixed broadband or landline was due to go live
-Repairs – partners will be compensated for any fault that takes longer than 48 hours to fix after they have notified Zen
-Appointments – partners will be compensated if an engineer does not turn up for an appointment or cancels within 24 hours of the agreed scheduled visit time
Compensation for repair and provision starts from orders placed on or after 1st April.
“The voluntary auto compensation scheme is a great step for consumers in the UK, however we were keen to ensure that it doesn’t stop there,” said Andrew Fryatt, Managing Director, Zen. “Delivering great customer service is in our DNA, so we have extended the scheme to ensure our partners also receive the compensation that they can then choose to pass on to their customers.”