2. Natural disaster customer scenarios (TV accounts)
3. Natural disaster customer scenarios (bundled accounts)
4. Deceased estates
5. Foxtel from Telstra customers
Natural disasters are events that cause widespread damage to property. Natural disasters could be due to:
- floods
- bushfires
- earthquakes
- droughts
- cyclones.
1.2 Natural disaster rules
In the event of a natural disaster, Foxtel do not charge:
- early termination fees
- equipment recovery fees
- balance of instalment plan fees
- reconnection fees
- move address fees
- suspension fees (for up to 12 months).
Early termination fees
If the customer disconnects their service due to a natural disaster, any ETFs must be waived. See Procedure - disconnect an account for information on waiving ETFs. Note: See the Early Termination Fee waiver matrix for more information on when to waive ETFs.
Equipment
If the customer's equipment is damaged or destroyed in a natural disaster, use the Inventory SharePoint to request that the equipment be removed from the account. Note: The equipment must be disconnected before the Inventory team can remove the equipment from the account.
Balance of instalment plan
If the customer disconnects their service due to a natural disaster, the remaining balance of any existing instalment plan must be waived.
Reconnection
If the customer disconnects their TV or broadband service due to a natural disaster and wants to reconnect their service within 12 months, the customer will not be charged any reconnection fees, including equipment and standard connection fees. Note: Foxtel do not cover fees for replacement lead-in cables; these are charged directly to the customer by Telstra.
Move address
For customers who have been affected by natural disasters, Foxtel do not charge any fees for standard service moves, or for moving back to the customer's original address.
Suspension
Customers who have been affected by a natural disaster are eligible for a free 12 month suspension. In this scenario, when placing the account on suspension, select 'Natural Disaster' as the reason and select 'Waive fee?' checkbox. In checkbox select '12 months' Note: This is only for Foxtel TV customers. broadband and home phone accounts cannot be suspended. See Customer scenarios - bundles accounts for more information.
See CORE Procedure - apply a credit adjustment for step-by-step instructions on waiving equipment, reconnection, and standard connection fee.
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Customers impacted by natural disaster may contact us to arrange support for financial hardship.
Some options you can offer customers impacted by natural disaster include:
- Offering to waive late payment fees. See Procedure - waive a late payment fee
- Remove direct debit details on their account for any upcoming payments due to draw and send an invoice instead. See Procedure - change payment details
- Offering a payment extension or payment plan. See Overview - payments, payment plans and payment extensions
- Submit a financial hardship request where the customer has been severely impacted as a result of a natural disaster. See Procedure - submit a financial hardship request
2. Natural disaster customer scenarios (TV accounts)
2.1 Disconnecting
2.2 Suspending
2.3 Replacing damaged equipment
2.4 Moving address
2.5 Reconnecting
2.6 Foxtel Now
2.7 House fire
2.8 Owner install/KIT areas
2.1 Disconnecting
The following charges will not apply when disconnecting TV accounts due to a natural disaster or house fire:
- early termination fees
- equipment fees
- any remaining instalment plan fees.
Important: Anyone can request a disconnection on behalf of a Foxtel customer if they are impacted by a natural disaster, provided they are able to reasonably identify the account (account holders name along with the account number and/or the service address). Agent must ensure to leave a note of the person requesting the disconnection on the account.
- Set the signal off date to the current date.
- Select Natural Disaster as the Disconnection Reason.
- Select the Waive early termination fee box.
- Select the Waive Instalment Plan fee box.
- Remove direct debit details.
- Ask for a contact mailing address.
- Add a CIT and put Natural Disaster Disconnect in the comment field.
| If... | Then... |
| the equipment is lost or damaged due to the event |
use the Inventory SharePoint to request that the inventory be removed from the account. |
| the equipment is recoverable | assist the customer with returning the equipment. See Overview - equipment return for more information. |
Credit for loss of service
To ensure the customer is not charged for the time they are without service, use Overview - credit adjustments and refunds to work out the credits to be applied. Use the adjustment reason Natural Disaster to apply the credit.
2.2 Suspending
If a TV customer wants to suspend their service due to a natural disaster, they are entitled to a free 12-month suspension period. Note: Anyone can request a suspension of up to 12 months on behalf of a Foxtel customer if they are impacted by a natural disaster.
To suspend the TV service, see Procedure - Suspend a TV service. You must also:
- Set the suspension date to the current date.
- Set the resume date in 12 months' time.
- Select 'Natural Disaster' as the reason and select 'Waive fee?'. In checkbox select '12 months'
- Remove direct debit details.
- Add a CIT and put Natural Disaster Suspend in the comment field.
- Advise the customer that they will receive a confirmation email stating a suspension charge, but this will be waived.
2.3 Replacing damaged equipment
If the customer's equipment was damaged by the natural disaster, but they want to continue with their TV service (and it is safe to do so), then transfer the customer to the Technical Support team. See FoxPages directory - Foxtel departments for transfer information.
For Technical Support agents, use the following process:
| If... | Then... |
|---|---|
| the customer requires a replacement STB |
|
Credit for loss of service
To ensure the customer is not charged for the time they are without service, use Overview - credit adjustments and refunds to work out the credits to be applied. Use the adjustment reason Natural Disaster to apply the credit.
2.4 Moving address
If the customer wants to move their TV account to a new address due to a natural disaster, you can provide the customer with a free service move. Note: If the customer is moving to a temporary address, they are eligible for both a free service move to the temporary address, and a free service move back to their original address.
To move the customer's TV service, see Procedure - move home (TV only customer). You must also:
- Set the signal off date to the current date.
- Apply the free service move offer.
- Add a CIT and put Natural Disaster Move in the comment field.
Note: If the customer's TV equipment is lost or damaged due to the natural disaster, disconnect the equipment and use the Inventory SharePoint to request that the inventory be removed from the account. The Inventory team will arrange for the replacement equipment to be sent to the customer at no extra charge.
Credit for loss of service
To ensure the customer is not charged for the time they are without service, use Overview - credit adjustments and refunds to work out the credits to be applied. Use the adjustment reason Natural Disaster to apply the credit.
2.5 Reconnecting
If the customer wants to reconnect their TV account after a natural disaster, see the Procedure - reconnect a TV only account in CORE. You must also waive all charges for the reconnection and check with the customer whether they still have their equipment (including STB, satellite dish and cabling).
| If... | Then... |
|---|---|
| the customer still has their equipment | reactivate the equipment using the reconnection process |
| the equipment was damaged in the natural disaster |
|
2.6 Foxtel Now
If a customer has lost internet and can't access Foxtel Now, use the following process:
- Apply a credit for the duration the customer says they have been without service and use the adjustment reason Natural Disaster.
- Apply a refund to return the credit amount to the customer.
- Click Disconnect Account on the CORE side menu and follow the prompts.
- Add a CIT and put Natural Disaster Foxtel Now in the comment field.
Note: You can also cancel a Foxtel Now account on behalf of a customer through My Account. For more information, see Procedure - cancel a Foxtel Now account.
2.7 House fire
If a customer has lost their home due to a house fire that is not part of a natural disaster, see Overview - lost, stolen, missing or damaged equipment.
2.8 Owner install/KIT areas
If a customer lives in an owner install/KIT area, they will be eligible for the replacement of their damaged equipment and financial support (including voluntary suspension and financial hardship). Note: Customers will be liable for the replacement of their Dish Kit. However, these customers should be encouraged to claim the cost for the Dish Kit through their insurance.
To order a replacement Dish Kit:
- Open the customer's account in CORE.
- Select the Extras tab and then select the service type from the drop-down menu.
- Under Add extras, select the plus symbol next to Dish Kit and advise the customer of the charge.
- Select Review order.
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3. Natural disaster scenarios (bundled accounts)
3.2 Suspending
3.3 Moving address
3.4 Replacing damaged equipment
3.5 Reconnecting
3.6 Multi-factor authentication
The following charges will not apply when disconnecting bundled accounts due to a natural disaster or house fire:
- early termination fees
- equipment fees
- any remaining instalment plan fees.
| If... | Then... |
|---|---|
| the customer wants to disconnect their bundled account | follow Procedure - disconnect an account. |
| the customer wants to remove a service (e.g. broadband and home phone) from the account, but wants to keep the account active | follow Procedure - disconnect a service. |
When processing the disconnection:
- Advise the customer that if they want to reconnect their home phone in the future, their previous number may no longer be available.
- Change the signal off date to the date of the natural disaster.
- Waive any early termination fees.
- Waive any instalment plan fees.
- Remove the direct debit details.
- Ask for a contact mailing address.
- Add an account note stating that the disconnection was due to a natural disaster.
3.2 Suspending
Foxtel is not able to suspend a broadband and home phone service, however you can provide the customer with a free service move in the event of a natural disaster. If the customer is not sure when they are moving, the best option for the customer is to disconnect their account and you can waive any early termination fees associated with their disconnection. Note: If customers reconnect their broadband after disconnecting due to a natural disaster, they will not be charged any reconnection fees, including equipment, standard connection or professional installation fees. However, customers will be charged for any replacement lead-in cables required (as these are charged directly to the customer by Telstra).
3.3 Moving address
If the customer wants to move their bundled account to a new address due to a natural disaster, you can provide the customer with a free service move. Note: If the customer is moving to a temporary address, they are eligible for both a free service move to the temporary address, and a free service move back to their original address. To move the customer's bundled service, follow Procedure - move home (bundled customer).
When processing the service move for a bundled account due to a natural disaster:
- Change the signal off date to the date of the natural disaster
- Apply the free service move offer.
- Add an account note stating that the customer was provided a free service move due to a natural disaster. Also note that the customer is entitled to a free move back to their original address.
Customers with a Foxtel home phone service
The customer can choose a free redirection to a mobile phone (this is the preferred option if the customer is moving temporarily) for up to 12 months or a free service move to the new address. Note: Home phone move costs are covered by Foxtel, but lead in costs are not.
| If... | Then... |
|---|---|
| the customer wants a free redirection |
|
| the customer wants a free service move |
|
3.4 Replacing damaged equipment
Natural disasters may cause damage to lead-in cables that needs to be repaired. Charges for repairs (or replacement of damaged lead-in cables) are not covered by Foxtel. The customer will need to contact a contractor directly to organise the repairs. The contractor will bill the customer directly.
If the customer requires a replacement modem due to a natural disaster, order a replacement modem. Foxtel will replace the modem as a warranty replacement, even if the customer's current modem is out of warranty.
If the customer requires a replacement nbn connection box or any other nbn equipment, transfer the customer to technical support for troubleshooting and ordering replacement equipment through Advanced Technical.
3.5 Reconnecting
To reconnect the customer's bundled account, see Procedure - reconnect a bundled account in CORE. You must also:
- Waive all charges for the reconnection.
- Check with the customer whether they still have their equipment.
| If... | Then... |
|---|---|
| the customer still has their equipment | reactivate the equipment during the reconnection process. |
| the equipment was damaged in the natural disaster |
|
Important: Foxtel will cover all standard reconnection fees; however, lead in fees are not covered.
3.6 Multi-factor authentication
You will be required to multi-factor authenticate on all customer accounts with Broadband and Home Phone services in Zendesk. If you are speaking with a customer who has been impacted by a Natural disaster, they may be considered as vulnerable and eligible for an override of authentication. Make sure you are leaving detailed override notes at any time this is completed.
View the overview article here: Overview - Multi-Factor Authentication
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4. Deceased estates
- always handle the call with empathy
- Foxtel does not require supporting documentation
- the caller does not need to be an authorised contact to disconnect the account
- disconnect the account immediately (not future dated)
- Apply a credit for outstanding fees (including Pay Per View charges) and credit the remaining balance of the current invoice using line adjustment reason 'Deceased Estate/Domestic Violence'
-
make a clear CIT note confirming:
- the name of the person who called in to advise the account holder is deceased
- their relationship to the account holder
- their contact number (in case we need to contact them)
- if the equipment cannot be returned by the person contacting us, a request should be lodged to remove equipment to ensure no unreturned equipment fees are charged.
If the caller advises the account holder is deceased and would like a change of account holder:
- The COAH must be processed immediately and cannot be future dated.
Important: Anyone can request a disconnection or COAH on behalf of a Foxtel customer if they are deceased, provided they are able to reasonably identify the account (account holders name along with the account number and/or the service address). All agents must:
- ensure to leave a note of the person requesting the disconnection or COAH on the account.
- use the disconnection reason 'Deceased estate' in CORE and manually waive any outstanding fees on the account. See Procedure - apply a credit adjustment.
If the account holder is deceased, agents do not need to transfer the call to Retention. See Procedure - disconnect an account to disconnect the account yourself.
Removal/return of equipment from a deceased estate
If the person you are speaking with is able to organise the return of the Foxtel box(es), provide them with the link to www.foxtel.com.au/return and the account number to complete the return. Alternatively, you can go through the equipment return process for them while on the phone. See Procedure - create an equipment return booking for a customer for instructions.
If the person you are speaking to is unable to organise the return of the Foxtel box(es), you should request to remove the equipment off the account to avoid fees. Use the Inventory SharePoint to request that the equipment be removed from the account.
4.2 Bundled and standalone broadband accounts
If the account holder has passed away and they had a bundled account (TV and broadband and/or home phone) or standalone broadband, the caller will need to complete and return a Deceased Estate Transfer and Cancellation Form which can be downloaded from the Foxtel website.
If the caller cannot download the Deceased Estate Transfer and Cancellation Form from the Foxtel website, a copy of the form can be sent to them by email or post.
Email foxtelformdontreply@foxtel.com.au with the following information:
<Subject: Deceased Estate Transfer and Cancellation Form>
- Account number:
- Account name:
- Name of Estate Representative:
- Estate Representative contact phone:
- How is form to be sent? (Choose email or Postal)
- Email address:
- Postal address:
NB: Please advise the caller their request will be actioned within 5 business days, and confirmation sent via email. If we don't have an email address for you we will contact you via phone.
Returning the form
The customer will need to complete the form and return it to Foxtel. When returning the form to Foxtel, advise the customer that they need to use the header or subject line: Deceased Estate Transfer/Cancellation. The customer can return the form via the following methods:
- Email: foxtelsupportform@foxtel.com.au
- Mail: Locked Bag 2000, Gold Coast Mail Centre, Gold Coast QLD 9726.
Advocate for the deceased
To prevent breaches of privacy and other fraudulent activity, only people who are authorised to act on the behalf of the deceased customer may access the account and make changes to the service. Note: The advocate does not need to provide a copy of the death certificate, but they must declare that they have the relevant authority to act on the customer's behalf.
Advocates who have the power to act on behalf of a deceased customer include:
- the executor, trustee or administrator of a deceased estate
- the next of kin (including a parent, child, sibling, grandchild, surviving spouse or guardian over the age of 18)
- a power of attorney (general or financial)
- a lawyer or solicitor administering the deceased's will
- an authorised representative appointed on the customer's Foxtel account.
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5. Foxtel from Telstra customers
When a customer subscribes to Foxtel from Telstra there are different rules governing what Foxtel agents can offer on the customer's service.
| If... | Then... |
|---|---|
| the customer requires damaged equipment to be replaced | warm transfer to the Foxtel from Telstra team. See FoxPages directory - general information and specialist support for transfer information. |
|
warm transfer to Telstra. See FoxPages directory - general information and specialist support for transfer information. |