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JT apologise for call waiting times

JT apologise for call waiting times

Friday 10 January 2014

JT apologise for call waiting times


JT boss Graeme Millar says delays for customers with problems over the company's new billing system have been 'unacceptable'.

The company has now put extra staff into its contact centre to reduce call waiting times over the next few weeks while customers get used to the changes. Waiting times for answering helplines have provoked criticism on social media leading the publicly-owned company to apologise to customers. However, Mr Millar said that the company changed its billing system following market research which revealed many customers found the old style of bills "confusing".

He said the vast majority of customers are comfortable with the way bills now look, although a few think they have been simplified too far. 

He said: "There has been a huge sea change. We are being led by customers rather than trying to lead them. Well over half of our customers pay their bills by direct debit and almost half don't want a paper bill anymore.

"Jersey has some of the highest levels of internet penetration in Europe and we wanted to reflect the way Islanders are going. We are not forcing people to go online. We still have the shop and we are still available on the phone. But it was time for change."

JT was one of the last major companies in Jersey to stop accepting payment by cheque but Mr Miller said people can still phone and make a payment using their debit card.

The company will be considering customers' reactions to decide whether any small changes still need to be made to the billing system.

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