Credit scenarios matrix – Foxtel

Contents

1. Foxtel Direct - Credit Scenarios matrix

1.1 When you should not credit a customer
1.2. When you should credit a customer
1.3. Credit reason - quick reference guide

1.4. Pay Per View orders

1.1 When you should not credit a customer

Scenario	Outcome
Disputing Pay Per View order and/or invoice	Confirm how Pay Per View was ordered, ask if the customer has a PIN or any parental locks set up. Check customer Pay Per View history. Encourage the customer to set up PIN to avoid further disputes. Offer 'Free Store' movie offers (2 or 5) where suitable.
An offer or suspension has expired and notes show the customer was notified via an SMS	SMS notification puts responsibility onto the customer. We should still right-size as required via Next Best Action.
There is a part-month charge for upgrading, when the customer comes off RSP or NPS	Part-month charges are communicated in declaration scripting and confirmation emails.
Additional, lost or damaged remotes	Only faulty remotes are covered under Foxtel's lifetime warranty.
The customer requests a goodwill credit (e.g. due to long call wait times, no callback was made by an agent or poor customer service)	Offer 'Free Store' movie offers (2 or 5) where suitable.
Do not credit a customer any amount for an offer that does not exist in either CORE or NBA	Use existing offers only, where appropriate. Existing offers have been commercially approved.
The customer is placed on a new offer, or the offer has been extended	No credit should be provided for the days in between calling and when the new offer starts.

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1.2. When you should credit a customer

Scenario	Credit value	Credit category
A billing inaccuracy is confirmed	Credit the calculated amount of the error	Billing system error
A promise not fulfilled is confirmed via notes, history of the account or was validated post-call via listening to the call recording	Credit the calculated amount of the error up to a maximum of 2 months for recurring charges	Promise Offer/Credit/Disco Not Applied
The customer has not waived the Customer Service Guarantee (CSG) and there is a broadband or TV fault or connection delay	Credit as per the CSG standards	BB/HP Loss of Service - Customer request
The customer continues to be billed after a broadband/home phone transfer to a new provider where their service(s) were not disconnected automatically upon the transfer	Credit up to a maximum of 1 month of broadband/home phone service.	Billing System Error
There has been a natural disaster	Credit the loss of service days from when the customer advises the natural disaster started. See Overview - natural disasters and deceased estates for more information.	Natural Disaster
The customer is deceased	Apply a credit for outstanding fees (including Pay Per View charges) and credit the remaining balance using line adjustment reason 'Deceased Estate/Domestic 'Violence' See Overview - natural disasters and deceased estates for more information.	Deceased Estate/Domestic Violence
The customer reports that they are suffering from domestic violence	Credit as per Foxtel's Domestic violence policy. See Overview - natural disasters and deceased estates for more information.	Deceased Estate/Domestic Violence
The customer didn't receive an SMS about their offer or suspension expiry, and they request money back	Offer the customer 2 or 5 free On Demand movies. If the customer objects, credit the difference between the offer and the new monthly cost, up to a maximum of 1 month of the offer value.	Unaware Offer/Suspension Expiry
There is a loss of TV service due to the customer waiting for a SIK.	If the customer has no service while waiting for a DIY, and only if the customer asks for credit, offer the customer 2 or 5 free On Demand movies. Note: If the issue is not resolved, the maximum total credit is 3 days.	TV Loss of Service - Customer Request
There is a loss of broadband service	Check CORE notes for the number of days the customer has been impacted by LOS to get the total amount of credit.	BB/HP Loss of Service - Customer Request
Main Event Pay Per View technical issues or download issues with corresponding notes in CORE/Zendesk	Credit the value of the Main Event	TV Loss of Service - Customer Request
Store Title Pay Per View technical issues or download issues with corresponding notes in CORE/Zendesk	Offer 'Free Store' movie offers (2). If the customer declines the offer - credit the Store Title Pay Per View	TV Loss of Service - Customer Request

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1.3. Credit reason - quick reference guide

Credit category	Reason to use the credit category	Credit validation checklist (what needs to be checked before applying the credit
BB/HP Loss of Service - Customer Request	Outages /service fault - internet/home phone The customer has not waived the Customer Service Gaurantee (CSG) and there is a broadband or TV fault or connection delay - Credit as per the CSG standards.	Check date range from when the customer first contacted Foxtel Annotation must have LOS range (e.g. LOS 10/2-17/2 BB fault confirmed) Customer aware will remain as credit on account
Billing system error	Confirmed billing error in CORE. Incorrect charging that has been identified Issues with orders, VST involvement/in-accuracies in Foxtel systems Disconnection prevented due to BB/HP order not allowing to progress BPS involvement/IT ticket raised BB/HP loss of service from transition order process BPS involvement preventing disconnection order completing	Any system error that prevented the requested disconnect/change not to be completed Ensure clear annotation that explains what the error was as to why credited *Key words: Polling BB/HP/BPS Issues
Complaints Team Use Only - Regulatory	TIO Complaint This reason can only be used by the Complaints Resolution team.	TIO Complaint This reason can only be used by the Complaints Resolution team.
Deceased Estate/Domestic Violence	Account holder is deceased Domestic violence, either the account holder or authorised user has expressed domestic violence.	See Overview - natural disasters and deceased estates See Overview - domestic violence
Disconnect not actioned	Disconnection has not been actioned -specifically when a service has not been disconnected (e.g. primary, multiroom)	Claims need to be investigated What approximate date did the customer call What phone number did they call Foxtel from If no CI note then call investigation must be attempted Compliance, feedback to be lodged if required Any prior adjustments for the same credit reason in the past Check the orders (*KEY WORD search: adjustment, credit, disconnection)
Disputed broadband and home phone charges after connection	Disputed charges relating to BB or HP on the customer's bill	BPS IT Ticket Technical
Disputed late fee	Viable reason for crediting the late payment fee	Prior adjustments need to be checked to see if the customer has had adjustments in the past (KEY WORD late fee, adjustment, credit) CI Note must include that the customer has been made aware once off and all relevant late fee applicable for future reference Offer direct debit and mention the benefits.
Early Termination Fee Reversal	Reverse or remove the Early Termination Fee as it is confirmed charged in error	Any prior adjustments for the same credit reason in the past. (Key word: credit, adjustment, early, termination fee)
Hardship Team use only - Hardship	This is only to be used by the Hardship team only	This is only to be used by the Hardship team only
Natural disaster	Natural disaster	See Overview - natural disasters and deceased estates
Offer not applied as agreed	Agreed offer not applied	Claims need to be investigated What approximate date did the customer call What phone number did they call Foxtel from If no CI note, then call investigation must be attempted Compliance, feedback to be lodged if required Any prior adjustments for same credit reason in the past Check the orders (*KEY WORD searches: adjustment, credit, offer.)
Requested changes not actioned	Changes to the customers package not actioned	Claims need to be investigated What approximate date did the customer call What phone number did they call Foxtel from If no CI note then call investigation must be attempted Compliance, feedback to be lodged if required Any prior adjustments for same credit reason in the past Check the orders (*KEY WORD searches: adjustment, credit, offer.)
TV Loss of Service - Customer request	service fault - TV Potential/planned outage DIY/SIK requirement	When was tech issue first reported Outage start/end date Annotation must have date range (e.g.LOS 10/02-15/02 - Foxtel fault cust aware will remain on account as credit)
Unaware offer/Suspension Expiry	Offer or voluntary suspension expiry This can only be used if the customer was not sent the SMS/Email reminder*	SMS offer end notification Voluntary Suspend notification Any prior adjustments for same credit reason in the past (*KEY WORD search: adjustment, offer, credit)
Unrecovered Equipment fee reversal	Charges for unrecovered equipment	Postal return advice Past order that required equipment to be returned Any past equipment fees removed (*KEY WORD search: adjustment, credit, equipment fee.)

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1.4. Pay Per View orders

If...	Then...
an agent's name is showing	the order was raised via the agent.
itauser is showing	the order was raised via the IVR
myaccusr is showing	the order was raised via My Account.
FoxtelGuideUser is showing	the order was raised via the MyFoxtel app

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2. Foxtel from Telstra (FFT) Credit Matrix

Important: All annotations to add are mandatory.
Credits can only be applied by Technical Support agents/Team Leaders and the Reseller Team.

Scenario	Credit value	Credit category	Annotation to add
Foxtel from Telstra customer unable to view Main Event or Pay Per View due to technical issues or download issues with corresponding notes in CORE/Zendesk	Credit the value of the Main Event/Pay Per View	TV Loss of Service - Customer Request	Main Event tech issue + (name of event, e.g. WrestleMania 23)
The customer has been without service due to an outage or technical fault.	Package line item	TV Loss of Service - Customer Request	Loss of Service-Ensure the outage dates are included and all STBs affected are credited.

Scenario	Outcome	Annotation to add
Disputing Pay Per View order and/or invoice	Confirm how Pay Per View was ordered, ask if the customer has a PIN or any parental locks set up. Encourage the customer to set up PIN to avoid further disputes. Transfer to Telstra.	Customer disputing PPV invoice charge- educated on PIN to avoid further disputes- transferred to Telstra

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