2. Joining Foxtel Rewards
3. Accessing Foxtel Rewards benefits
4. Identifying Foxtel Rewards customers in CORE
5. Having Foxtel Rewards conversations
6. Handling Foxtel Rewards enquiries and disputes
1. About Foxtel Rewards
Foxtel Rewards is Foxtel's loyalty program, and offers customers exclusive benefits to reward their loyalty with Foxtel.
There's no additional cost to join Foxtel Rewards, it's a complimentary service for Foxtel Residential customers that allows Foxtel to give back and say thank you to our loyal customers.
Who is eligible for Foxtel Rewards? Foxtel residential customers
VIP paying customers
VIP non-paying (courtesy) customers
Foxtel from Telstra customers
Foxtel Now customers
Foxtel for Business customers
Staff accounts.
Broadband Stand alone customers
Customers will not automatically enrol in Foxtel Rewards. They need to join through My Account or the MyFoxtel app, or you can sign them up in CORE. For more information, see Joining Foxtel Rewards.
Tiers
Foxtel Rewards has 4 customer tiers: Bronze (0-3 years tenure)
Silver (3-8 years tenure)
Gold (8-15 years tenure)
Diamond (15+ years tenure).
All rewards roll over to the next tier, which means that a Silver customer will be entitled to Bronze and Silver rewards, while a Diamond customer would be entitled to Bronze, Silver and Gold rewards.
For information on what rewards Foxtel Rewards customers are entitled to, see Foxtel Rewards customer rewards.
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2. Joining Foxtel Rewards
2.1 How to Join Foxtel Rewards
Customers must enrol in the Foxtel Rewards program to be able to access the benefits. Even if a customer has already opted in to marketing, they will still be required to sign up for Foxtel Rewards directly - customers will not automatically join Foxtel Rewards. Important: Only the account holder can join Foxtel Rewards.
We recommend that customers join Foxtel Rewards using the self-service options of My Account and the MyFoxtel app. If the customer is unable to join via self-service, you can sign them up in CORE.
2.2 My Account and MyFoxtel app
Customers should be encouraged to use self-service options to enrol themselves in the Foxtel Rewards program.
How to join
Customers can join Foxtel Rewards via My Account or the MyFoxtel app.
My Account
Step the customer through the following instructions:
- Log in to My Account.
- Click the Foxtel Rewards tab.
- Click Join in.
- A welcome message will display on your screen letting you know what loyalty tier you fall under. Click Foxtel Rewards home to view your rewards and get started.
MyFoxtel app
Step the customer through the following instructions:
- Log in to the MyFoxtel app.
- Click the Foxtel Rewards icon at the bottom of the MyFoxtel app.
- Click Join in.
- A welcome message will display on your screen letting you know what loyalty tier you fall under. Click Foxtel Rewards home to view your rewards and get started.
How to leave
Customers are able to un-enrol from Foxtel Rewards via My Account or the MyFoxtel app.
My Account
Step the customer through the following instructions:
- Log in to My Account.
- In the Profile & Settings tab, click My Profile.
- Scroll down to Foxtel Rewards and select Unenrol from Foxtel Rewards.
- Click Unenrol.
My Foxtel app
Step the customer through the following instructions:
- Log in to the MyFoxtel app.
- Click My Account from the menu bar at the bottom of the screen.
- Click Profile.
- Under Foxtel Rewards, click Unenrol.
- Click Unenrol.
If a customer wants to leave Foxtel Rewards, you can do this in CORE (see Procedure - enrol or un-enrol a customer in Foxtel Rewards in CORE).
2.3 CORE
If the customer doesn't want to use self-service to join, you can join the customer to Foxtel Rewards in CORE.
Join Foxtel Rewards in CORE
Joining Foxtel Rewards automatically resets and updates the customer's marketing preferences to 'Yes'. If a customer insists they don't want to receive marketing, but does want to join Foxtel Reward, you can enrol them as per the below details and then manually update their marketing preferences.
To sign a customer up to Foxtel Reward, see Procedure - enrol or un-enrol a customer in Foxtel Rewards in CORE.
Leave Foxtel Rewards in CORE
If the customer no longer wants to be part of Foxtel Rewards, you can remove them in CORE. Before removing the customer, make sure you're handling any customer objections.
To remove a customer from Foxtel Rewards in CORE, see Procedure - enrol or un-enrol a customer in Foxtel Rewards in CORE.
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3. Accessing Foxtel Rewards benefits
3.1 Foxtel Rewards customer rewards
The rewards that Foxtel Rewards customers are entitled to are based on their Foxtel Rewards tier. Foxtel Rewards recognises customer loyalty, so the rewards get better the longer the customer has been with Foxtel.
| Reward | Bronze | Silver | Gold | Diamond |
|---|---|---|---|---|
|
Customers will receive 1 free Foxtel Store movie rental to the value of $6.95 which can be claimed via the Foxtel Rewards Hub at any time. Once the offer has been claimed, the customer has 12 months to redeem a movie rental before it expires. Once the customer has redeemed their store rental, a credit will be applied to their monthly bill bringing the charge to $0. |
||||
| Ability to redeem or enter exclusive Foxtel Rewards tickets and competitions (see Foxtel Rewards tickets, experiences and enquiry process for more information) | ||||
|
Customers can enjoy early access to some of Foxtel’s latest shows, a movie pick of the week and other popular content by accessing Bonus which is found On Demand (see Foxtel Rewards tickets, experiences and enquiry process for more information) |
N/A | |||
|
50% off iQ4 box fee (applies to multiple boxes) *Conditions apply - see Foxtel Rewards benefits business rules below |
N/A | N/A | N/A | |
|
100% off iQ4 box fee (applies to multiple boxes) *Conditions apply - see Foxtel Rewards benefits business rules below |
N/A | N/A | N/A |
Important: There are currently no Foxtel Rewards benefits for the iQ5 equipment fee.
Adding Foxtel Rewards benefits
Customers are encouraged to use self-service options to redeem rewards and sign up for competitions or tickets.
If a customer calls to claim a reward that they are eligible for, you can add the offer to the customer's account in the Offers tab of an order. Note: This can't be done for tickets and competitions, this can only be done for product rewards.
Adding a Foxtel Rewards offer in CORE
- Raise the order (E.g. Service move, upgrade or Multiroom) for the customer.
- Click the Offers tab in the order.
- In the Foxtel Rewards section, click the right arrow to expand the offer list.
- Select the offer you want to apply from the drop-down list.
- Select the checkbox next to Foxtel Rewards Benefits.
Complete the order as per standard procedure.
Foxtel Rewards benefits business rules
If a customer wants to redeem their Foxtel Rewards benefit for 50 or 100% off an iQ4 box fee, see what you can provide to the customer based on their platform.
| If... | Then... |
|---|---|
| the customer is on satellite | offer iQ4 only. |
3.2 Tickets and experiences
Foxtel Rewards customers can redeem win free tickets to some of Australia's top sporting events and movie screenings, plus the chance to win exclusive, money-can't-buy experiences.
For more information, see Foxtel Rewards tickets, experiences and enquiry process.
Postponed or cancelled events
Foxtel is not liable if an event is cancelled or postponed by the event organiser. Customers should keep an eye on the event organiser's website for any changes.
Limit on tickets - Fair Play Policy
As of January 1st, 2020 our 'Fair Play Policy' was introduced. Through this new policy, members are only allowed to redeem one round of tickets per promotion.
For sporting events, customers can redeem tickets for one game per sport, per season. For example, a customer can get tickets to 1 A-League match and 1 Big Bash match this season, but they can't get tickets to multiple A-League or Big Bash matches within the same season. Note: Customers can cancel their tickets if a new game they'd rather go to becomes available.
Event cancellation
If the customer's event was cancelled after the tickets were redeemed, the Fair Play Policy is waived and members will be able to redeem tickets for another date. In this case, email foxtelrewards@foxtel.com.au with the following information:
<Subject: Foxtel Rewards event cancellation>
- customer name:
- account number:
- email address:
- name of the event:
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4. Identifying Foxtel Rewards customers in CORE
The Account Summary screen in CORE will advise you if the customer:
- is ineligible (E.g. Foxtel from Telstra customers, Foxtel Now customers and Foxtel for Business customers) to enrol in Foxtel Rewards
- is or isn't enrolled in Foxtel Rewards.
To enrol the customer in CORE, see Customer enrolment.
If the customer is enrolled in Foxtel Rewards, CORE will display the customer tier (and colour) above Foxtel Rewards in the top right-hand corner of the Account Summary screen. Note: Click on the tier and click the Rewards tab to see the rewards that the customer is entitled to, and which rewards have already been redeemed.
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5. Having Foxtel Rewards conversations
5.1 Foxtel Rewards conversations
Foxtel Rewards is designed to recognise our customers for their loyalty. When speaking about their loyalty, you can bring these customer conversations to life and provide exceptional customer service while creating a better experience for our customers.
Talking about tenure
When having Foxtel Rewards conversations with customers, it's important to link anything we do for them back to the Foxtel Rewards program as recognition for their loyalty and tenure with Foxtel. Note: If you notice that the customer has a high tenure with Foxtel, you should always promote the Foxtel Rewards program, whether the customer is enrolled or not.
Triggers to talk about Foxtel Rewards
If the customer uses any of the following phrases, this would be a good time to bring up the Foxtel Rewards program:
- I don't feel valued as an existing customer
- You don't do anything for me
- Why do you only look after new customers?
- I've been a customer for x amount of years
- New customers have better offers and savings
- I'm not happy with the service I get from Foxtel.
Triggers to not talk about Foxtel Rewards
Depending on the customer's situation, it may not always be appropriate to discuss Foxtel Rewards. Do not bring up Foxtel Rewards if the customer:
- is in collections and you are trying to collect a payment
- is extremely emotional or angry
- is not enrolled and you're talking to someone other than the account holder
- expresses a dislike in marketing or being contacted by Foxtel.
5.2 Language and conversation by tier
The language and conversation can differ depending on which Foxtel Rewards tier the customer is in.
Bronze language and conversation
Language and conversation for Bronze customers is to be around 'thank you' and 'great to have you on board'.
Suggested scripting Foxtel Rewards is all about you. We want you to get the most out of being with Foxtel by showcasing what we have to offer through money-can't-buy experiences and event tickets on us.
Silver language and conversation
Language and conversation for Silver customers is to be around 'thank you' and acknowledging them as being a 'loyal' and 'valued' customer of ours.
Suggested scripting Foxtel Rewards is all about you. As a valued Foxtel customer, we want you to get the best out of being with Foxtel and to make your experience even better. Foxtel Rewards will give you access to advanced screenings of some of our latest shows, as well as money-can't-buy experiences and event tickets on us.
Gold language and conversation
Language and conversation for Gold customers is to be around 'thank you' and acknowledging them as being a 'great' customer of ours. We want to ensure that Gold customers are getting the best out of being with Foxtel and we want to work to make their experience even better.
Suggested scripting Foxtel Rewards is all about recognising you for being a great Foxtel customer. As a Gold member, you'll be eligible for discounts on upgrading to the iQ4. You'll also get advanced screenings of some of our latest shows and access to money-can't-buy experiences and event tickets on us.
Diamond language and conversation
Language and conversation for Diamond customers is to be around 'thank you' and acknowledging the customer as part of the 'Foxtel family' with 'amazing' tenure. We really want to be excited about these customers contacting us.
Suggested scripting Foxtel Rewards is all about recognising you for being an amazing Foxtel customer. As a Diamond member, you'll receive first-class service and technology upgrades on us. You'll get advanced screenings of some of our latest shows and access to money-can't-buy experiences and event tickets on us.
5.3 Foxtel Rewards customer communication
Customers may receive the following email communication about Foxtel Rewards:
- an invitation to join Foxtel Rewards
- a welcome email
- a graduation (e.g. when a Foxtel Rewards customer graduates to a higher tier) email
- a Foxtel Rewards newsletter.
Invitation
The invitation email provides the customer with information about Foxtel Rewards, as well as a link to join Foxtel Rewards through My Account or the MyFoxtel app.
Welcome email
Customers receive a welcome email once they join Foxtel Rewards. This email welcomes them to Foxtel Rewards and gives them details on how to redeem their welcome gift.
Graduation email
Customers will receive a graduation email when they 'graduate' to a higher tier of Foxtel Rewards, e.g. from Silver to Gold.
Foxtel Rewards newsletter
Customers may receive a Foxtel Rewards email from time to time which keeps them up-to-date on the latest benefits available to them.
5.4 Objection handling
See the table below for tips to handle possible customer objections to Foxtel Rewards.
| Objection | Handling tips |
|---|---|
| Why do I need to change my marketing preferences to be part of the loyalty program? |
|
| I already have an iQ4 and I don't really care about competitions. I don't see the value in the program. |
|
| I should just cancel and sign up again. New customers get better deals anyway. |
|
| Why has it taken so long to get a loyalty program? I've missed out on years of benefits because of this! |
|
| I'm a Foxtel from Telstra customer, why can't I get Foxtel Rewards? | Foxtel Rewards is the loyalty program for Foxtel direct customers as customers who subscribe to Foxtel through Telstra will have access to the Telstra loyalty program. However, if customers want to switch their billing from Telstra to Foxtel direct, they will be able to join Foxtel Rewards and their tenure will be recognised. |
| I've been with you way longer than 3 years...I've had Foxtel since I moved out of home. | See Tenure disputes. |
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6. Handling Foxtel Rewards enquiries, disputes and escalations
6.1 Foxtel Rewards enquiries
Customers are encouraged to use My Account or MyFoxtel App to visit the Foxtel Rewards hub to redeem their benefits such as entering competitions or claiming free tickets.
To see what tickets and experiences that Foxtel Rewards members may be able to redeem, go to Foxtel Rewards tickets, experiences and enquiry process.
Escalating Foxtel Rewards enquiries
If a customer is experiencing issues with redeeming rewards or signing up for competitions or tickets, see Procedure - escalate a Foxtel Rewards enquiry.
If a customer is disputing the tenure we have listed for them on their account, see Tenure disputes.
6.2 Foxtel Rewards tenure disputes
A customer's tenure is calculated from the date the customer's residential Foxtel service was installed. The tenure is based on the account number, not the account name or personal details of the account.
Customers may dispute the tenure of their account if they feel that they have been a Foxtel customer for longer than we have listed in CORE.
If a customer has had multiple Foxtel accounts, the tenure will not be recognised. However, you can escalate a tenure dispute if you can confirm that the customer has had previous Foxtel accounts that haven't been recognised.
Questions to ask before escalating a tenure dispute
Use the following questions to help with your investigation in CORE. Are there any other phone numbers that are linked to previous Foxtel accounts?
What are the previous addresses of the accounts (including holiday homes)?
What are the names of any other people linked to the account?
Escalating tenure disputes
If a customer claims that their tenure is longer than we have listed, check the Foxtel Rewards tenure dispute matrix to determine if the customer is eligible for their tenure to be adjusted.
If the customer is eligible, see Procedure - escalate a Foxtel Rewards tenure dispute.
Optus TV featuring Foxtel customers
Optus TV featuring Foxtel customers who then sign up to Foxtel directly can have their tenure adjusted. As we have no visibility of the tenure of Optus TV featuring Foxtel customers, their start date needs to be manually adjusted to 01/01/2010.
See suggested scripting for Foxtel and Optus customers below.
Foxtel customers What I've been able to locate in our systems is that you have been a Foxtel customer since <xx>. I'll arrange for your tenure to be reflective of this. This should update in our systems in line with your next billing cycle. Once this is updated you'll be in the <xx> tier. This will entitle you to...
See Foxtel Rewards customer tiers for more information on the rewards available in each tier.
Optus TV featuring Foxtel customers As you were an Optus TV featuring Foxtel customer, we don't have visibility of your account start date. What I can do for you is to have your tenure listed from January 2010, which will automatically put you in the Gold customer tier. This should update in our systems in line with your next billing cycle and will entitle you to...
See Gold customers (8-15 years) for more information on the rewards available for Gold customers.
To request that the customer's start date is updated, see Procedure - escalate a Foxtel Rewards tenure dispute.
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