“We answer to you...,” says C&W.

Cable & Wireless Seychelles (C&W,) is promising to deliver certain services to its clients within a specified period, if it fails it will offer compensation.

The new Customer Charter is for all C&W fixed residential customers. The company has already introduced a similar Charter for its business fixed-line customers.

“This document shows that the company is pro-active, that it means business, that it is committed to its clients, and that it cares,” says the Divisional Manager for Customer Operations, George D’Offay.

If the number of days set for faults repairs and installation cannot be met, C&W will notify the customer and provide them with a specific date of completion. If the company fails to meet these specific dates, customers will be entitled to claim a one-off payment of Rs25 for delayed fault repair and a one-off payment of Rs50 for the delayed installation.

Under the bold slogan “We answer to you…” the company has set a standard of service that covers in four key areas namely fault repairs, installation, queries and operator services.

Cable & Wireless will aim to:
1. Resolve faults within three working days,
2. Install new service (e.g. new line or extension)
within 15 working days, subject to certain terms and
conditions,
3. Resolve all queries immediately but if further
investigation need to be carried out, then within
eight working days, and
4. Answer all operator services calls within 40 seconds
on average, 24 hours a day, 365 days a year.

“The Charter reflects C&W’s corporate values, effort and commitment in providing customers not only with the highest possible standard of service, but also granting them their rights,” explains Brigitte Ferrari, the manager of Customer Services.

Critics say at a time when service delivery in government and sometimes in the private sector has become an issue of concern, such committed standards are a move in the right direction to ensure fast and efficient service locally.