Carillion telent
BTSEC03 Reference Material
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Due to the data protection you can not share customer information with other people
including what service you are providing. If asked you should explain politely that you can
not do so due to the data protection act
If you are required to populate a “job log” you should capture job specific details only.
Most data should be destroyed within 2 years or for as long as there is a valid business
reason.
A customer DOES have the right to see what has been written about them
Unless there is a clear business need that has been authorised data should never be
transferred
Some personal data is deemed more sensitive
All breaches of data protection should be reported to the BT security hotline and refer to
your line manager for further information regarding the data protection act
You must wear your ID badge at ALL times
Equipment provided to you by Openreach must be used for authorised/allocated work only.
If you do not have appropriate means to acces the network or building then inform you Line
Manager
All suspicious behaviour must be reported to the police, security helpdesk and line manager
Everyone is responsible for security
RC01 Reference Material
• You should always introduce yourself as working on behalf of Openreach for [insert CP
Name] – Please note you should not use BT
• You must never recommend a CP or any other products (Wi-Fi hubs, extensions etc)
to a customer, instead direct to them to the use of comparison websites or advise
them to talk to their friends
• You should not present an opinion about a CP and should always inform customers to
contact their CPs directly should they have any concerns
• You should also direct the customer to contact the CP should they query any visit
charges for your services
• If asked, you should explain that BT Sport is available on Sky or BT and can be
streamed on mobiles devices using the BT Sport App
• You must never accept tips, even for charity donations or take part in any “cash in
hand” work. All additional work requests must be requested through the CP.
Summary
DoDOs
 Use the Openreach and CP name when you
introduce yourself to an end-customer
 Before you visit the end-customer check the
“Additional Customer Details” screen on
your laptop to look for reseller IDs or other
important notes that have been added by
the CP
 Act professionally and impartially when
representing a CP
 Ask the end-customer to contact their CP if
they want to know the charge for a service
DONTs
 Recommend the products and services of
any CP, including BT Sport.
 Make negative/derogatory comments about
any CP
 Discuss prices with end-customers
 Give end-customers the Openreach website
for pricing information. These prices are the
wholesale prices that we charge CPs, not
their end-customers
 Write anything inappropriate on the job
notes as these are visible to CPs
 Discuss or show one customer’s information
with another customer
 Accept or ask for a tip
 Agree to do private work on a cash-in-hand
basis