Hazardous equipment is Foxtel equipment that could cause damage or harm to a property or person. This equipment includes:
- STBs (Set Top Boxes)
- powerline adapters
- Foxtel cables (including HDMI, signal cables, AV SCART cables)
- Foxtel PSUs (Power Supply Units)
- Foxtel remote controls
- Foxtel Now Box.
Severity 1
Hazardous equipment is classified as a severity 1 damage complaint if the equipment listed above has either:
- caused damage to the customer's internal goods
- caused bodily harm.
Severity 2
Hazardous equipment is classified as a severity 2 damage complaint if the equipment is:
- smoking
- overheating
- sparking
- giving off a burning smell.
What to do if a customer has hazardous equipment
If safe to do so, disconnect the mains power from the unit at the power point. Do not plug back into power. Transfer Customer to Technical Support (for transfer information, see FoxPages directory - Foxtel departments).
Outside of business hours
Follow this process outside of standard business hours:
Monday - Friday: 9:00pm - 8:30pm
Saturday and Sunday: 8:00pm - 8:30am.
Severity 1
Lodge a priority 1 damage complaint via the Damage complaint submission form (to open this link, right-click on the link and select Open link in new tab). COG Damages will raise a case and assign it to CRT Executive Complaints team the following business day. Note: The customer will be contacted on the same day.
Severity 2
Select the Hazardous link in Compass and complete the form. This will be sent via email to COG Damages, who will then raise a case and assign this to CRT Executive Complaints team the following business day. Note: The customer will be contacted on the same day.
Technical Agents
Search Compass for Hazardous equipment procedure.
For Hazardous Cable Down, see Overview - TV troubleshooting.
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