1. About escalated billing
Escalated billing deals with more complex billing enquiries and scenarios relating to a customer's TV and/or broadband and home phone service. These include:
Escalated billing deals with more complex billing enquiries and scenarios relating to a customer's TV and/or broadband and home phone service. These include:
- financial hardship
- high unbilled usage
- sales risk reporting
- trustee accounts
- bankruptcy
- debt agreement
- default listing disputes
- Telstra Wholesale billing disputes
- Netflix billing issues.
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2. Escalated Billing team
The Escalated Billing team are responsible for managing escalated billing issues. While you should try to manage any billing issues you receive, there are some escalated enquiries that can only be dealt with by the Escalated Billing team.
See the table below for when an issue should be referred to the Escalated Billing team.
| Issue | Basic Billing | Escalated Billing |
| Financial hardship applications | ||
| Contacting customers with high unbilled usage | ||
| Explaining a customer's bill | ||
| Working with accounts managed under the Public Trustee | ||
| Explaining part-month charges | ||
| Contacting customers with prior bad debt attempting to sign up to Foxtel | ||
| Dealing with customers declaring bankruptcy or a debt agreement | ||
| Default listing disputes | ||
| Telstra Wholesale billing disputes | ||
| Investigating missing or failed payments | ||
| Taking a payment | ||
| Dealing with overdue accounts or accounts in collections |
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3. Escalated billing types
3.1 High unbilled usage
3.2 Sales risk reporting
3.3 Trustee accounts
3.4 Debt agreement
3.5 Bankruptcy
3.6 Default listings
3.7 Telstra Wholesale billing disputes
3.8 Netflix billed by Foxtel billing issues
3.2 Sales risk reporting
3.3 Trustee accounts
3.4 Debt agreement
3.5 Bankruptcy
3.6 Default listings
3.7 Telstra Wholesale billing disputes
3.8 Netflix billed by Foxtel billing issues
3.1 High unbilled usage
High unbilled usage refers to high telephone usage that has not been charged yet.
Note: This usage relates to all call types, including mobile phone calls, directory service calls and international calls.
The Escalated Billing team is responsible for:
High unbilled usage refers to high telephone usage that has not been charged yet.
The Escalated Billing team is responsible for:
- reviewing customer accounts for accumulated high unbilled call charges on their home phone
- contacting customers to alert them of high usage that will appear on their next bill
- offering calling packs to assist in reducing future call charges.
Customer contact
The customer will be contacted via email if their unbilled usage is between $50-60, or via phone if it is more than $60.
CI notes in CORE
The Escalated Billing team will leave CI notes in CORE advising if the customer has been contacted due to unbilled charges and what the outcome of the contact was.
3.2 Sales risk reporting
Sales risk reporting involves the Escalated Billing team identifying and investigating new sales orders that are linked to prior bad debt. These may be linked to an old Foxtel account with money owing on it through the phone number, address or customer's name.
The Escalated Billing team will investigate the bad debt and may contact the customer to obtain payment to clear the bad debt before proceeding with a new account.
For more information on bad debt, see Overview - collections and customer debt.
CI notes in CORE
The Sales Recovery Team (SRT) will leave CI notes on the account in CORE advising that they have contacted the customer and what the outcome was. If there is a note on the account from SRT, escalate the issue to SRT@foxtel.com.au.
3.3 Trustee accounts
Trustee accounts are provided to customers who use Public Trustees to manage their financial affairs. Trustee accounts can be created during account sign up or existing Residential accounts can be changed to Trustee accounts if the customer's requirements change.
The Escalated Billing team will work with accounts being managed by a Public Trustee. The Public Trustee is provided with the following:
- a dedicated contact email address - trustee@foxtel.com.au
- a dedicated contact phone number - (02) 8336 0088
- end-to-end management of all Trustee accounts
-
a prompt response to all enquiries by:
- responding to complaints, feedback and enquiries within 2 business days
- closing complaints, feedback and enquiries within 5 business days.
Handling Trustee accounts
While Trustee accounts are generally handled directly between the Public Trustee and the Escalated Billing team, occasionally Public Trustee accounts may come through to other agents. For more information about Trustee accounts, see Overview - Foxtel account types.
CI notes in CORE
The Escalated Billing team will leave CI notes in CORE when any transactions are made on a Trustee account.
3.4 Debt agreement
A debt agreement (also known as Part IX) can be a flexible way for a person to settle debts without declaring bankruptcy. The debt agreement is a binding agreement under the Bankruptcy Act between a debtor (the person who owes money) and creditor (the person who is owed money) to pay an agreed upon amount to cover the debts.
How does a debt agreement work?
Debt agreements are all managed by AFSA (Australian Financial Security Authority). Once a person arranges a debt agreement with the Australian government, AFSA will directly contact the creditors and arrange the payment schedule.
What happens to the Foxtel account?
If a customer has a debt agreement, the Foxtel account will usually be disconnected and written off. In rare cases the account may still be active, but this can be determined by the Escalated Billing team only.
When a customer has a debt agreement:
- all collections activity will stop (including referral to Milton Graham)
- no offers will be available to customers during the period of the debt agreement
- the account cannot be reconnected during the debt agreement period.
CI notes in CORE
The Escalated Billing team will leave CI notes in CORE regarding any information about a debt agreement with the customer.
3.5 Bankruptcy
Bankruptcy is a legal process where a person can declare to the Australian Government and AFSA that they are unable to pay their debts. A Bankruptcy Trustee from AFSA (Australian Financial Security Authority) will be appointed to manage the bankruptcy.
How does bankruptcy work?
If a customer claims that they are bankrupt, Foxtel will require a Notification of Bankruptcy document from AFSA advising that Foxtel has been listed as a creditor. This means that the customer has advised AFSA that they owe Foxtel money, and Foxtel will be listed in the bankruptcy agreement with AFSA. The customer can email BBEscalated.billing@foxtel.com.au with the bankruptcy paperwork.
What happens to the Foxtel account?
Once the Escalated Billing team receive and confirm the paperwork, any transactions on the account will be completed. If a customer has declared bankruptcy, the Foxtel account will usually be disconnected and written off. In rare cases the account may still be active, but this can be determined by the Escalated Billing team only.
CI notes in CORE
The Escalated Billing team will leave CI notes in CORE regarding any information about a customer declaring bankruptcy.
3.6 Default listings
A late payment may result in a default listing on the customer's credit report. This means when applying for credit in the future, the default listing will show the amount that was unpaid against the customer's name, and this may affect their ability to obtain credit or services from other providers.
A default listing will stay on the customer's credit report for 5 years. If the customer eventually pays the overdue balance, the listing will be updated to show as a paid default, but it may still impact future credit applications. If the customer pays prior to the default being listed, there will be no impact as the default won't be submitted.
Important: Foxtel will only lodge a default if the amount owing is more than $150. A default may be lodged for subscription and/or early termination fees. Unrecovered equipment fees will not result in a default being lodged.
Question: How do I know if a default listing has been lodged?
If the account was referred to Milton Graham more than 45 days ago, a default listing may have been lodged. Customers would have been sent notices from Milton Graham confirming a default would be listed if payment was not made.
Note: Customers can check their credit file by contacting Illion on 132 333 Monday to Friday from 9am-5pm (Victorian local time).
Notice
Customers will be sent a Final Notice letter advising them that they must pay the overdue balance within 18 days of the date on the letter, or they will be referred to a collections agency. This may also result in a default listing with the Milton Graham Consumer Credit Bureau.
Once Milton Graham receive the referral, they will send the customer further notice advising them that a default listing may occur if payment is not made within 14 days. After the 14 days, a final notice will be sent confirming that a default listing will be applied in 30 days.
Customer disputes
If a customer disputes the amount owing on their final notice, review the account and, if required, make the necessary adjustments in CORE. See Procedure - escalate a default listing for more information.
3.7 Telstra Wholesale billing disputes
Billing disputes refers to disputed:
The Escalated Billing team will leave CI notes in CORE regarding any information about a debt agreement with the customer.
3.5 Bankruptcy
Bankruptcy is a legal process where a person can declare to the Australian Government and AFSA that they are unable to pay their debts. A Bankruptcy Trustee from AFSA (Australian Financial Security Authority) will be appointed to manage the bankruptcy.
How does bankruptcy work?
If a customer claims that they are bankrupt, Foxtel will require a Notification of Bankruptcy document from AFSA advising that Foxtel has been listed as a creditor. This means that the customer has advised AFSA that they owe Foxtel money, and Foxtel will be listed in the bankruptcy agreement with AFSA. The customer can email BBEscalated.billing@foxtel.com.au with the bankruptcy paperwork.
What happens to the Foxtel account?
Once the Escalated Billing team receive and confirm the paperwork, any transactions on the account will be completed. If a customer has declared bankruptcy, the Foxtel account will usually be disconnected and written off. In rare cases the account may still be active, but this can be determined by the Escalated Billing team only.
CI notes in CORE
The Escalated Billing team will leave CI notes in CORE regarding any information about a customer declaring bankruptcy.
3.6 Default listings
A late payment may result in a default listing on the customer's credit report. This means when applying for credit in the future, the default listing will show the amount that was unpaid against the customer's name, and this may affect their ability to obtain credit or services from other providers.
A default listing will stay on the customer's credit report for 5 years. If the customer eventually pays the overdue balance, the listing will be updated to show as a paid default, but it may still impact future credit applications. If the customer pays prior to the default being listed, there will be no impact as the default won't be submitted.
If the account was referred to Milton Graham more than 45 days ago, a default listing may have been lodged. Customers would have been sent notices from Milton Graham confirming a default would be listed if payment was not made.
Notice
Customers will be sent a Final Notice letter advising them that they must pay the overdue balance within 18 days of the date on the letter, or they will be referred to a collections agency. This may also result in a default listing with the Milton Graham Consumer Credit Bureau.
Once Milton Graham receive the referral, they will send the customer further notice advising them that a default listing may occur if payment is not made within 14 days. After the 14 days, a final notice will be sent confirming that a default listing will be applied in 30 days.
Customer disputes
If a customer disputes the amount owing on their final notice, review the account and, if required, make the necessary adjustments in CORE. See Procedure - escalate a default listing for more information.
3.7 Telstra Wholesale billing disputes
Billing disputes refers to disputed:
- home phone call charges
- home phone connection fees
- inactive or disconnected broadband and home phone connections
- incorrect call out fee charges.
Incorrect call out fee charges
Before raising a broadband fault, the customer must be advised of the following scripting:
For incorrect call out fee pricing information, see Overview - Broadband and home phone pricing.
Incorrect call out fee reasons
The incorrect call out fee may apply when:
- the fault was caused by a faulty filter
- the fault was caused by a faulty handset or BYOD (Bring Your Own Device)
- the customer had the equipment plugged into the secondary socket
- the fault was caused by internal wiring.
Escalating Telstra Wholesale billing disputes
The above billing disputes are charges that come from Telstra Wholesale that Foxtel then passes on to the customer, so these charges must be disputed with Telstra Wholesale. Telstra Wholesale will not accept or deal directly with billing enquiries from Foxtel customers. If a dispute is required to be escalated to Telstra Wholesale, email BBEscalated.billing@foxtel.com.au.
The Escalated Billing team will investigate the issue and escalate to Telstra Wholesale (if required) within 2 business days. The SLA with Telstra Wholesale is up to 14 weeks for a response to the dispute.
Contacting the customer with the outcome
Once a response has been received from Telstra Wholesale, the Escalated Billing team will contact the customer directly to advise them of the outcome. The Escalated Billing team will contact the customer via the following methods:
- first attempt - phone call
- second attempt - email
- third attempt - follow up phone call within 2-3 business days from the email being sent.
CI notes in CORE
The Escalated Billing team will leave CI notes in CORE regarding any information about Telstra Wholesale billing disputes that have been escalated.
3.8 Netflix billed by Foxtel billing issues
The Escalated Billing team handle escalated Netflix billed by Foxtel issues, e.g. if there is a duplicate charge or billing issue that cannot be resolved on the call. The Billing agent is expected to action what they can and then raise an email template to the Escalated Billing team to investigate.
The email template is to be sent to BBEscalated.Billing@foxtel.com.au and must include:
- customer name
- account number
- best contact number
- email address
- what billing issue has been identified
- what action is required.
The Escalated Billing Team will investigate and log a Service Hub ticket, if required. If a Service Hub ticket is required, the Escalated Billing team will raise the ticket as an incident using 'Netflix' as the business service, and will assign it to the 'Customer and Sales Applications' support team.
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