During a Dispute, Your Calls Are Routed to the Right Channel
When a dispute is active, calls from the customer's number are routed to a dispute notice agent directed to the portal process — not a sales agent. Suppliers remain unaffected.
The Process Channel Is Enforced for Everyone's Benefit
When a formal dispute is active, EEK routes calls from the customer's phone number to a dedicated dispute notice agent. The agent explains that a dispute is currently in progress and directs the caller to the portal dispute thread — where the record is complete, both parties can communicate in writing, and the process can continue properly.
This is not a blacklist in the punitive sense — the caller is helped and directed, not silenced. But it does enforce the dispute channel: resolving a dispute through a phone call with no written record is not good for the customer or EEK. The portal process provides a documented trail that protects both parties if the dispute escalates to the Disputes Tribunal.
Suppliers Are Unaffected
Suppliers associated with a job under dispute are not affected by the customer's routing rule. They continue to call EEK's supplier line and receive normal service. The dispute between EEK and a customer does not interrupt the workshop operations or supplier coordination for that job. Separation of concerns is built in.
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