The BTCC is responsible for monitoring and reporting on BT’s compliance with the Commitments and Governance Protocol. Its role is to review:
a) BT’s compliance with the Commitments and the Governance Protocol as set out in section 19.4 of the Commitments and sections 7.13 – 7.15 of Part A of the Governance Protocol, and may be amended from time to time;
b) whether the culture in BT and the behaviours of BT people in relation to the Commitments and Governance Protocol are conducive to BT’s compliance with them and to delivery of the Digital Communications Review (DCR) objectives; and
c) the extent to which metrics published by Ofcom in relation to the DCR are being achieved and the objectives identified by Ofcom in the DCR Final Statement are being met.
On behalf of the BTCC, the CAO monitors BT’s performance in each of these areas, by means of a programme which includes:
- Ongoing compliance with the Commitments and Governance Protocol
- Behavioural measures and other measures relating to the culture of BT people, to provide assurance that they are living up to the commitments
- Reviews of consumer and industry outcomes
- Investigation and resolution of complaints and informal issues raised by CPs or other stakeholders.
The CAO reports on these areas in detail to the BTCC at each of meetings (4 times per year).
