1. Description
Agents can use the Address Maintenance Tool to add a missing address when their customer's standard residential address does not appear in CORE search results. Important: This procedure is only applicable for TV only customers. Agents cannot add a missing address for a broadband customer (see your Team Leader in this scenario).
When
Follow this procedure after performing an advanced address search (see Procedure - search for an address) for the customer's residential account.
Definitions
- Wildcard: The '%' symbol used in searches instead of the full street name. Wildcards are not allowed on their own; wildcards are best used at the start and end to maximise the chances of finding an address (e.g. if you search '%3%' it will look for all variations of addresses with number 3 - e.g. 30.13,130,1315 etc.).
- Townhouse: Where there are 3 or more units, no higher than 7.5 metres (Standard 2-storey height), where each residence requires its own satellite dish due to firewalls, individual rooflines or other structural obstructions.
- SMDU (Small Multi-Dwelling Unit or Complex): Where there are 3 or more dwellings in a unit block or complex, no higher than 7.5 metres, under the same roof where one dish can service more than one unit.
- MDU Highrise (Multi-Dwelling Unit or Complex higher than a standard 2-storey): Where there are 3 or more dwellings in a unit block or residential complex, higher than 7.5 metres, under the same roof.
- TDT estate: Where a large central satellite dish is connected to an existing cable network in a Residential Estate, and its signal is shared by multiple dwellings and the network is managed by the Estate Managers.
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2. Rules
TV only customers
Agents can only add addresses for TV only customers. If the customer wants broadband or a bundle and their address cannot be found (e.g: in CORE), see your Team Leader.
Standard residential customers only
Agents can only add standard satellite residential addresses that are 2 or less storeys in height (including any underground parking), and with 2 or fewer units at the same address.
Agents cannot add:
- business or commercial addresses
- TDT (these are Satellite TDT or Velocity estates) estates, SMDUs or MDUs (this includes Satellite TDT MDU and Cable MDU)
- caravans or boats
- nursing home addresses
- Retirement home addresses.
All address fields must be entered
Agents must enter all the required fields into the 'create address' window before adding the address.
Must perform an advanced address search
Agents must complete a wildcard advanced search for the customer's address before adding the address using the Address Maintenance Tool; this is to ensure that the customer's address is definitely not in CORE.
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3. Tasks
- Make sure an advanced address search (see Procedure - search for an address) has been performed before continuing with this task.
- Open the Address Maintenance Tool.
- Click Show Advanced Search.
- Enter the street number (enter the first 3 letters of the street name in capitals, followed by a wildcard, for example GOR%), street name and postcode.
- Click Search.
- On the Map pop-up pointing to the address, click Use this address.
Go to task 2.
2. Create an address
- Fill out the customer's address in the following fields in the Create Address pop-up window (most of these fields should already be pre-filled):
- Dwelling type: Standard Residential
- Street Number
- Street Name
- Street Type
- Suburb
- Postcode
- State.
- Click Add Address.
- In the Create Succeeded pop-up window, click Show Address.
- In the Address Details pop-up window, check that the address information is correct and that the dispatch area information is added.
- Go to CORE and search for the customer's address (see Procedure - search for an address).
End of procedure.
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