Procedure - submit programming feedback – Foxtel

Contents

1. Description

Follow this procedure when a customer wants to submit programming feedback.

Programming feedback or enquiries may include:

when is a particular program going to be on?
a particular episode is missing from a shows On-Demand library
why has a particular program been removed?
when is the new series going to start?
why was a program removed when it was scheduled to start?
suggestions or requests for a particular program
the customer advises of a scheduling issue
the customer advises that a particular program was not showing and wants to know why
the customer wants to know when a program will be broadcast.

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2. Rules
There are no business rules for this procedure.

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3. Tasks

3.1 Submit programming feedback

Use any of the following tools to assist the customer with their enquiry:

Enter the customer's feedback.

For...	then...
reporting a content or playback issue	Open Service Portal: https://service.dazn.global/portal/ Click "I have an issue". Select Business Unit as Foxtel. From the Business Service drop-down list, select the template “Broadcast”. Fill out the Mandatory Fields: Describe your issue: Copy & Paste the “Customer Content Issues” template (see below) and fill in as much detail as possible Screenshots are optional. Submit the ticket.
general programming feedback	Enter the customer's feedback via Programming form on the Foxtel website.

Template to copy and paste/fill out in Service Portal:

Issue reported:

Show Name (Title/Season/Episode Number):

Service (On Demand/Store):

Product (IQ3/4/5, GO, NOW):
----------------------------------------------------------

Optional but helpful information:

Device (Browser, iPhone, android phone, Samsung CTV, LG CTV, Hisense TV, Telstra TV, Puck, PlayStation3 or 4):

App version:

Important: This information will be passed onto our channel partners for their review and consideration and is feedback only. Our channel partners will not be providing a response to customers.

Advise the customer that in future they can submit programming feedback themselves via the following link: https://www.foxtel.com.au/about/feedback.html.
Add a note in CORE, using General Enquiry/Feedback as the Reason and Programming as the Type.

3.2 Programming feedback for FreeTo-Air Channels
If a customer has programming feedback for any Free-To-Air channels, please advise them to contact the relevant channel online with their concern/s and or complaint/s, please see below:

Channel	Contact Information
ABC	https://help.abc.net.au/hc/en-us/articles/360001150496-What-are-the-contact-details-for-the-ABC-
SBS	https://help.sbs.com.au/hc/en-au/requests/new?ticket_form_id=360000075195
Channel 7	https://support.7plus.com.au/hc/en-au/requests/new
Channel 9	https://help.nine.com.au/hc/en-au/requests/new
Channel 10	https://www.freetv.com.au/contact-us/viewer-feedback-complaints/

End of procedure.

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