Live Pilot Update

Live Pilot is an essential step in ensuring that the service is fully operational.

In line with our commitment to the BBRS principles, Live Pilot is an essential step in ensuring that the service is fully operational before making it available to a larger population of customers. During this Live Pilot period, we will focus on a limited number of customer complaints that will help shape the service and ensure that the policies and processes developed achieve the highest level of quality and consistency in delivering fair and reasonable outcomes.

In selecting Live Pilot cases, we will focus on a range of different types of complaints which allow us to test these policies and processes effectively. We will also take into account special customer circumstances. We are not planning to include cases with high complexity or which involve insolvency issues at this early stage.


"During the Live Pilot period, we will focus on a limited number of customer complaints to help shape the service and ensure policies and processes achieve the highest level of quality and consistency in delivering fair and reasonable outcomes."

Please do not be disappointed if your complaint is not selected for Live Pilot as this will not be a reflection on the merits of your complaint or its importance. All customer complaints are important to the BBRS and we will contact all those who have registered on an individual basis. We will adopt a phased approach to contacting customers and expect this process to start during January 2020.