1.1 No message left
Collections Call 1 - <Number> (Enter the phone number that the dialler called.) - Answering machine, unable to leave msg. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv payment processing fee charges.
1.2 Message left
Left a message on the customer's answering machine
Collections Call 1 - <Number>- (Enter the phone number that the dialler called.) Answering machine, msg left for cust to call back 1300 788 560. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv payment processing fee charges.
Left a message with a non-account holder
Collections Call 1 - <Number> - Message left with NAH for cust to call back 1300 788 560. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv payment processing fee.
1.3 Customer contact
Customer made a payment
Collections Call 1 - <Number> (Enter the phone number that the dialler called.) - <Name> paid <$Amount>. Aware auto restore, part month charges and LPF $15. Aware payment processing fee charges.
Customer advised they will make a payment
Collections Call 1 - <Number> - <Name> adv will pay <$Amount> by <Method> (Payment method type: • credit/debit card. • Australia Post • BPAY) on <Date>. Aware auto restore on full payment, $15 LPF, NPS and $35 reconn fee. Aware payment processing fee charges.
Customer advised they can't make a payment
Collections Call 1 - <Number> - <Name> adv not able to commit payment details. Aware bal outstanding <$Amount>. Aware auto restore on full payment, $15 LPF, NPS and $35 reconn fee. Aware payment processing fee charges.
Customer hung up after being ID'd
Collections Call 1 - <Number>- <Name> Hung up after ID. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv payment processing fee charges.
1.4 Other scenarios
Customer refused to ID
Collections Call 1 - <Number>- (Enter the phone number that the dialler called.) <Name> refused to ID. Aware to call back on 1300 788 560. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv of payment processing fee charges.
Customer advised they are busy
Collections Call 1 - <Number> - <Name> advised is busy. Aware to call back 1300 788 560. If cust calls back, request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv payment processing fee charges.
Wrong or disconnected number
Collections Call 1 - <Number> - Wrong/Disconnected number - number removed. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv payment processing fee charges.
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2. Call type 2
2.1 No message left
Collections Call 2 - <Number>- (Enter the phone number that the dialler called.) Answering machine, unable to leave msg. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges.
2.2 Message left
Left a message on the customer's answering machine
Collections Call 2 - <Number>- (Enter the phone number that the dialler called.) Answering machine, msg left for cust to CB 1300 788 560. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv $35 comp if DD added and payment processing fee charges.
Left a message with a non-account holder
Collections Call 2 - <Number>- Message left with <NAH> for cust to CB 1300 788 560. If cust calls back, pleaser request payment of <$Amount> to avoid NPS & $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges.
2.3 Customer contact
Customer made a payment
Collections Call 2 - <Number> (Enter the phone number that the dialler called.) - <Name> paid <$Amount>. Aware auto restore, part month charges and LPF $15. Aware payment processing fee charges.
Customer advised they will make payment
Collections Call 2 - <Number>- <Name> adv will pay <$Amount> by <Method> (Payment method type: • credit/debit card. • Australia Post • BPAY) on <Date> Aware auto restore on full payment, $15 LPF, NPS and $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges. Aware referral date.
Customer advised they can't make a payment
Collections Call 2 - <Number> - <Name> adv not able to commit payment details. Aware bal outstanding of <$Amount>. Aware auto restore on full payment, $15 LPF, NPS and $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges. Aware referral date.
Customer hung up after being ID'd
Collections Call 2 - <Number>- <Name> Hung up after ID. If cust calls back, please request payment of $Amount to avoid NPS and $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges.
2.4 Other scenarios
Customer refused to ID
Collections Call 2 - <Number>- (Enter the phone number that the dialler called.) Customer refused to ID. Aware to call back on 1300 788 560. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges.
Customer advised they are busy
Collections Call 2 - <Number>- <Name> advised is busy. Aware to call back 1300 788 560. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges.
Wrong or disconnected number
Collections Call 2 - <Number>- Wrong/Disconnected number - number removed. If cust calls back, please request payment of <$Amount> to avoid NPS and $35 reconn fee. Adv $35 waived if DD added and payment processing fee charges.
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3. Direct debit failure
3.1 No message left
Collections Call CC/DD - <Number>- (Enter the phone number that the dialler called.) Answering machine, unable to leave msg. If cust calls back, please adv DD unsuccessful and request manual payment of <$Amount> to avoid RSP. Adv of payment processing fee charges and discuss reloading DD.
3.2 Message left
Left a message on the customer's answering machine
Collections Call CC/DD - <Number>- (Enter the phone number that the dialler called.) Answering machine, msg left. If cust calls back, please adv DD unsuccessful and request manual payment of <$Amount> to avoid RSP. Adv payment processing fee charges and discuss reloading DD.
Left a message with a non-account holder
Collections Call CC/DD - <Number>- Message left with <NAH> for cust to call back 1300 788 560. If cust calls back please adv DD unsuccessful and request manual payment of <$Amount> to avoid RSP. Adv of payment processing fee charges and discuss reloading DD.
3.3 Customer contact
Customer made a payment and added direct debit details back on to the account
Collections Call CC/DD - <Number>- (Enter the phone number that the dialler called.) <Name> paid <$Amount>. Reloaded DD, aware saved $2.20 statement fee. Aware $1 preauth charge & adv next draw date. Aware payment processing fees.
Customer advised they will make payment
Collections Call CC/DD - <Number>- <Name> adv will pay <$Amount> by <Method> (Payment method type: • credit/debit card. • Australia Post • BPAY) on <Date>. Aware DD removed, recommended reloading DD to avoid $2.20 statement fee. Aware payment processing fee charges, LPF $15 & RSP date.
Customer hung up after being ID'd
Collections Call CC/DD - <Number>- <Name> hung up after ID. If cust calls back, please adv DD unsuccessful and request manual payment of <$Amount> to avoid RSP. Adv of payment processing fee charges and discuss reloading DD.
3.4 Other scenarios
Customer refused to ID
Collections Call CC/DD - <Number>- (Enter the phone number that the dialler called.) <Name> refused to ID. Aware to call back on 1300 788 560. If cust calls back, please adv DD unsuccessful and request manual payment of <$Amount> to avoid RSP. Adv of payment processing fee charges and discuss reloading DD.
Customer advised they are busy
Collections Call CC/DD - <Number>- <Name> advised is busy. Aware to call back 1300 788 560. If cust calls back, please adv DD unsuccessful and request manual payment of <$Amount> to avoid RSP. Adv of payment processing fee charges and discuss reloading DD.
Wrong or disconnected number
Collections Call CC/DD - <Number>- <Name> Wrong/disconnected number - number removed. If cust calls back, please adv DD unsuccessful and request manual payment of <$AMOUNT> to avoid RSP. Adv of payment processing fee charges & discuss reloading DD.
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4. Equipment recoveries
4.1 Message left
Left a message on the customer's answering machine
RecoveryCall - <Number>- (Enter the phone number that the dialler called.) Answering machine msg left. Requested to return equip or call back 131 999 Mon-Fri 9am-9pm. If cust calls back, please advise equip return process to avoid $300 equip fee.
Left a message with a non-account holder
RecoveryCall - <Number>- Message left with <NAH> requesting cust to CB 131 999 Mon-Fr 9am-9pm. If cust calls back, please adv equip return process to avoid $300 equip fee.
4.2 Customer contact
Customer advised they will return the equipment
RecoveryCall - <Number>- (Enter the phone number that the dialler called.) <Name> returning equip to PO on <ASAP or Date> aware to keep PO receipt to avoid $300 equip fee.
Customer advised they have already returned the equipment
RecoveryCall - <Number>- <Name> adv already returned equip to PO on <Date> aware to keep PO receipt to avoid $300 equip fee.
Customer advised they want to reconnect the equipment
RecoveryCall - <Number>- <Name> wants to reconn equip. Aware $35 reconn fee + 1 month in advance required.
Customer advised the technician took the equipment
RecoveryCall - <Number>- <Name> adv tech took equip.
4.3 SIK recovery calls
Customer does not want to activate the SIK
SIK Call - <Number>- (Enter the phone number that the dialler called.) <Name> does not want to activate SIK, aware equip return process to PO and to keep PO receipt to avoid $300 equip fee.
Customer advised they returned the SIK
SIK Call - <Number>- <Name> adv returned SIK to PO on <Date>. Cancelled order, aware to keep PO receipt to avoid $300 equip fee.
Customer advised the SIK is already activated
SIK Call - <Number>- <Name> SIK already activated. Returning equip to PO on <Date>, aware to keep PO receipt to avoid $300 equip fee.
Customer advised they will be activating the SIK on a specific date
SIK Call - <Number>- <Name> advised will be activating SIK on <Date>, aware equip return process to PO and to keep PO receipt to avoid $300 equip fee.
4.4 Other scenarios
Customer refused to ID
RecoveryCall - <Number>- (Enter the phone number that the dialler called.) <Name> (Enter name of person spoken with, should always be customer or authorised person on account.) refused to ID. Requested cust call back 131 999 Mon-Fri 9am-9pm. If cust calls back, please adv equip return process to avoid $300 equip fee.
Customer advised they are busy
RecoveryCall - <Number>- <Name> advised is busy. Aware to call back 131 999 Mon-Fri 9am-9pm.. If cust calls back, please adv equip return process to avoid $300 equip fee.
Wrong or disconnected number
RecoveryCall - <Number>- Wrong/disconnected number - number removed. If cust calls back, please adv equip return process to avoid $300 equip fee.
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5. Payment plans
5.1 Restoring a service from RSP
ACC MGMT: PTP OFFER - <Name> has paid <$Amount> (You must include the minimum payment agreed as per payment plan) by CC today and will pay <$Amount> (Balance owing on account) on <Date> TV/BB service has been restored to normal package. Phone remains restricted. Cust aware to continue with full service a payment must be made on agreed date, otherwise services will be placed back on RSP. Cust aware of $15 LPF, part month charge and future payment options. Aware this is one-off offer.
5.2 Paid by BPAY/Australia Post
ACC MGMT: PTP OFFER - <Name> has paid <$Amount> (Minimum payment agreed as per payment plan) by <BPAY/PO> (Select payment option customer used) on <Date>. Services have been restored to normal package. Cust aware to continue with full service <BPAY/PO> payment must be received within 3 business days of process date, otherwise services will be placed back on <RSP/NPS> and may incur $35 reconn fee. Cust aware of part month charge and future payment options.
5.3 Resuming a TV service from NPS to RSP
ACC MGMT: PTP OFFER - <Name> has paid <$Amount> (Minimum payment agreed as per payment plan) by CC today and will pay <$Amount> (Balance owing on account) on <Date>. Cust aware services have been placed on RSP and to avoid NPS CC payment must be made on agreed date, otherwise all services will be placed back on NPS and incur $35 reconn fee. Cust aware of $15 LPF, part month charge and future payment options. Aware this is one-off offer.
5.4 Broadband/home phone customer making a payment on a debt less than $500
ACC MGMT: PTP OFFER - <Name> has paid <$Amount> (Minimum payment agreed as per payment plan) by CC (Credit Card) today and will pay <$Amount> (Balance owing on account) on <Date>. Cust aware TV service placed on RSP, HP remains on NA1 restrictions & local calls only and BB service will be restored. Aware to avoid NPS CC payment must be made on agreed date, otherwise all services will be placed back on <RSP/NPS> and may incur $35 reconn fee. Cust aware of $15 LPF, part month charge and future payment options. Aware this is one-off offer.
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