The CAO’s work covers the Commitments and Governance Protocol. We can only respond on issues that relate to our area of work.

We are unable to enter into personal correspondence on service issues. If you are a residential or business customer and would like to contact BT about service issues, you can find further assistance at:

To contact us, please send an email to, and if possible, setting out your concern with regard to BT’s compliance with the Commitments and Governance Protocol. 

Making a complaint

One of the CAO’s responsibilities is to handle complaints from communications providers (CPs) if they suspect that BT is in breach of the Commitments or Governance Protocol. The CAO investigates any relevant complaints it receives and reports its findings to the Audit and Risk Committee, which decides on what action, if any, will result from the complaint.

You can submit a compliance to the CAO using the CAO’s guidelines: 

The guidelines apply only to BT’s compliance with the Commitments, not to BT’s wider compliance and regulatory framework, or to BT’s overall service levels.

Complaints about Openreach’s compliance with the Commitments should in the first instance be addressed to CMO using the CMO's guidelines.