Collections checklist

Contents

1. All billing enquiries
2. Payment extensions
3. Reduced Service Package (RSP)
4. Non-Pay Suspension (NPS)
5. Payment plans (promise to pay)
6. Referred accounts
7. Sold debt
 

1. All billing enquiries
Ask the customer when they can make a payment.
Do not advise the customer:

• that they have 14 days from the due date to pay their bill
• how frequently a Promise To Pay (PTP) and payment extension can be applied.

Important: If you are not trained in actioning payment extensions or PTP requests, transfer the call to Collections.

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2. Payment extensions
Customers can only receive a payment extension twice every 6 months.
No up-front payment is required from the customer when they receive a payment extension.
Extensions can be offered as long as the customer is going to make full payment within 14 days of the due date.
Customers can make as many payments as they want during this time, as long as the full amount is paid by the agreed date.
The payment extension request must be added to the SharePoint tracker for the RSP date to be pushed out until the payment is made.
Note: Seek Team Leader approval in escalated scenarios.

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3. Reduced Service Package (RSP)
Attempt to get the full payment from the customer when their services are in RSP.
If the customer is willing to pay:

• more than 50% of their overdue balance
• the remaining balance within 2 weeks

a payment plan can be offered so that their services can be restored to their original package

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4. Non-Pay Suspension (NPS)
Customers with a suspended account must pay the full overdue balance in order to resume their services.
If the customer is willing to pay:

• a minimum of 33% of their overdue balance
• the remaining balance within 2 weeks.

their service can be changed to RSP Entertainment only. 

Note: If the customer cannot pay 33% of their overdue balance, they may be eligible for an extension of their referral date to Milton Graham.

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5. Payment plans (promise to pay)

Note: If the customer advises they have paid via Australia Post or BPAY, only the Broadband component of their service can be unrestricted. Advise the customer that once the full payment has been received, the TV services will be restored.

Resume the customer's service from RSP or NPS.
In the Advanced Collections GUI, modify the next event date by adding another 2 days.
Make sure to advise the customer:

• the normal collection events will continue if payment is not received on time
• their next payment due date
• we will not be able to offer a payment plan again next month.

Leave a CI note on the account detailing that you organised a promise to pay.

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6. Referred accounts
Process the payment to restore the customer's services.
Advise the customer of the reconnection fee(s).
If the customer is only making a partial payment, advise the customer to contact Milton Graham.
Note: Payment plans or promises to pay cannot be offered to customers with referred accounts.

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7. Sold debt
Refer the customer to the third-party debt collector who purchased the debt (see Overview - collections and customer debt for more information).
Advise the customer that they must contact the third-party debt collector to organise payment before reconnecting with Foxtel.
Note: Once payment is received, it will take up to 48 hours for CORE to be updated to remove the sold debt restrictions.

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