Complaints and escalations

Complaints

Jisc has a major service role and we aim to offer efficient, professional support to all members and customers. We endeavour to ensure that all complaints are handled in a professional and timely fashion, and that all related underlying problems are identified and fed into our corrective action process. We welcome feedback from members and customers as this helps us to improve the service we deliver to you.

We aim to respond to all member and customer complaints within 24 hours and seek to resolve complaints where practical within 20 working days.

If you wish to express a matter of dissatisfaction (including dissatisfaction in relation to any escalation), please raise a complaint. You can raise and track a complaint relating to any of our products or services, including the Janet Network by sending an email to the Jisc service desk (help@jisc.ac.uk).

Escalations timeline

Queries received by the service desk are logged into a central database for tracking until resolution. Below shows action taken during the first 14 days of an escalation:

• Day 2 and 4
  Database will notify the service desk of all queries that remain open. Service desk staff will prompt, as appropriate, assigned members of staff for their outstanding tickets
• Day 7
  Service desk manager is notified of all outstanding queries
• Day 14
  Service desk manager and appropriate director are notified of all outstanding queries

The service desk manager then interrogates the database approximately every two weeks for a list of all outstanding queries at that given time. A report is 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.

An escalation is raised within a Jisc process to enable us to continue to track a query and seek the right level of support to successfully close a query. To raise or track an escalation relating to any of our products or services, including the Janet Network, please email the Jisc service desk (help@jisc.ac.uk).

Raising a complaint externally

If you are not satisfied with how we have dealt with a complaint relating to current data protection laws (the Data Protection Act 2018 and General Data Protection Regulation (GDPR) (EU) 2016/679), please contact the Information Commissioner’s Office.