Directors Service Office (DSO)
Directors Service Office is the highest point within Openreach for fault escalation. Access to this service is highly restrictive, we must have a compelling reason to contact them for assistance. Your escalation to the DSO team must meet two key criteria:
1. Should the issue not be managed via the DSO, it is likely to result in significant damage to customer brand or reputation and/or pose a public health and safety risk of significant revenue loss, financial liability or litigation. This is evidence based through the involvement of a Director or above in your business or originated via your representative responsible for dealing with the National/Local Media, or exceptionally directly from an MP (where we would need to have the matter confirmed by the affected customer).
2. The issue is one that would otherwise have been referred to an Openreach Director or senior executive.