19 September 2018
Announcing the broadband industry’s first Quality Accreditation Programme for service providers.
Today, UKWISPA, the official trade body representing the Fixed Wireless Internet Access industry, launches its Quality Accreditation Programme, an industry first.
David Burns, UKWISPA Chairman comments: “I am particularly pleased that UKWISPA has been able to introduce this programme in only our third year. It demonstrates the maturity of our industry that WISPs can operate so professionally and deliver service levels that would put many national operators to shame. Members of UKWISPA connect over 100,000 subscribers in the UK and pass around 2,000,000 premises. Fixed Wireless Access is particularly valuable when connecting harder to reach areas, in addition to business parks and some urban areas. Seen by the UK Government and Ofcom as a natural extension to high speed internet access, fibre-backed Fixed Wireless broadband is now an essential part of the UK’s connectivity landscape. We will be very pleased to see other broadband operators introduce Quality Assurance schemes and will be delighted to work with them to help”.
Today’s announcement is an important step to ensure that Fixed Wireless Access providers deliver the very highest standards of service and reliability to their customers.
UKWISPA Members must apply for Quality Assurance and be approved by UKWISPA before it is granted. Accreditation demonstrates that the WISP operates to the highest standards of customer care and good neighbourhood in the industry. We anticipate a high take-up of this accreditation and plan to publish a list of accredited members by the end of 2018.
In order to achieve Accreditation, the operator must demonstrate that they have the following in place: –
A customer code of conduct, ensuring that their customers have high standards of care and product specifications.
A formal complaints procedure so that customer issues will be handled professionally, courteously and fairly.
Operational monitoring and standards to keep their network performing at its best all of the time.
Procedures to help set customers’ expectations about WiFi coverage at their property where applicable.
Participation in the UKWISPA Operator Code of Conduct. This is designed to help Fixed Wireless Access operators co-exist as good neighbours.