Complaints and escalations

Complaints

Jisc has a major service role and aims to offer efficient, professional support to all its customers. As a result we endeavour to ensure that all complaints received from its customers are handled in a professional and timely fashion, and that all related underlying problems are identified and input to our corrective action process.

If you wish to raise a complaint that relates to the Janet network and associated services, including the connection process, documentation, training etc, you should contact the service desk.

Escalations

All queries received by the service desk are logged into a central database for tracking until resolution. The database will notify the service desk of all queries that remain open at two day and four day intervals, and service desk staff will then prompt, as appropriate, assigned members of staff for their outstanding tickets.

The service desk manager is notified of all outstanding queries greater than 7 and 14 days, and the customer support director is also advised of open queries greater than 14 days. The service desk manager interrogates the database approximately every two weeks for a list of all outstanding queries at that given time. A report is then compiled by the service desk manager to escalate and bring the outstanding tickets to the attention of the appropriate line manager/divisional director for resolution.

If you wish to escalate a complaint then you should contact the service desk manager. If you are not satisfied with how we have dealt with a complaint relating to the Data Protection Act 1998, you may contact the Information Commissioner’s Office.