1. Introduction
2. Raising Compliance
3. Types of Compliance
1. Introduction
This page provides essential compliance standards and examples categorised by regulatory bodies governing Foxtel's TV and Broadband services. For comprehensive training and detailed procedures, refer to the relevant compliance modules.
2. Raising Compliance
This section provides a guide on how to accurately fill each section of a new SharePoint Compliance entry.
- Simply click the 'Submit Compliance Feedback' button from your SharePoint Compliance portal landing page:
- This will present the following form required to fill:
Field |
Description |
|---|---|
| Account Number | the account for which the Error relates |
| Date Checked | the date of when the entry is being raised |
| Investigation Received Date | as above |
| Date Occurred | the date of when the Error occurred |
| Call Recording ID | AWS Call ID (Zendesk Case# for Chat) |
| Escalation Detail | detailed information explaining what Error has occurred, ensure to clearly state any leader follow up required (account/service actions etc.) |
| Investigation Detail |
as above (copy & paste) *note the bottom right corner (highlighted) can be clicked and dragged providing more room to type |
| Employee Lookup | dropdown will load a list of employees, simply type the first few letters of the employees' surname for an easy search, then select |
| Category | High level Compliance category |
| Subcategory | Subcategory of Compliance |
| Subcategory one |
relevant variant *note the bottom line (highlighted) will generate the chosen category |
| Compliance Outcome Lookup | always select 'Error' unless raising a call recording deletion request (then select 'Delete Call') |
| Audit Type | always select 'Compliance Audit' |
| This account has BB/HP? | select 'Yes' or 'No' depending on the account type |
| Send email to |
always include the email address for the employee's respective team leader *note you can send to a maximum of 3 email recipients, simply separate each address with ; |
| Was a credit applied to the account due to the incident? | ticking this box will generate an extra field where you can enter the dollar amount of any relevant credit applied ($ is not required, it is auto generated) |
Once completed, simply hit 'Submit' and you will be directed back to the landing page. If any of the data is incomplete or incorrect after you have submitted, please reach out to the QA Lead for amendment: matthew.palewandrem@foxtel.com.au.
Type |
Definition |
Example |
Regulatory Body |
|---|---|---|---|
|
Changes (not applied/ applied incorrectly) |
Incorrectly/not applying necessary changes to account details or services | e.g. Entering wrong service address for broadband installation, causing delays |
ACCC ACMA
|
|
Credit/Offers/ Refund (not applied) |
Credit/Offer/Refund not applied as promised | e.g. Not applying promised credit adjustment for loss of service |
ACCC ACMA
|
|
Equipment/ Technician (incorrect/ not done) |
CI Planning/Dish Kit/Fulfilment item/Service call/SIK/Technician |
e.g. Not sending a customer's TV box upgrade after they ordered it |
ACCC ACMA |
|
Follow-up (not done) |
Call back or managed account actions not done | e.g. Not calling a customer regarding a TV service installation issue as promised |
ACCC ACMA
|
|
Payment (incorrect/ not done) |
Payment/Payment method not applied/updates as necessary | e.g. Failing to update a customer's credit card details for recurring TV service payments |
ACCC ACMA |
Top
2.2 Avoidance
| Type | Definition | Example | Regulatory Body |
|---|---|---|---|
|
Call (drop out/ hang up/ not responding) |
Actions or behaviour intended to avoid call handling/manipulate results | e.g. Hanging up on a customer and not calling them back in a timely manner | Foxtel Business Rules |
|
Chat (dropped/ not responding) |
Actions or behaviour intended to avoid chat handling/manipulate results | e.g. Remaining non-responsive until the customer ends the chat. | Foxtel Business Rules |
|
Disconnection (behavioral) |
Actions or behaviour intended to avoid placing DSO/manipulate results | e.g. Failing to disconnect TV service after call drops out with no confirmed agreement to retain |
ACCC ACMA |
|
Disconnection (process related) |
Misapplication of expected DSO process | e.g. Disconnecting Broadband service but leaving TV service active against the customer's request |
ACCC ACMA |
Top
2.3 Broadband and Home Phone
Type |
Definition |
Example |
Regulatory Body |
|---|---|---|---|
|
Compliance script/waivers
(manipulated/
not read)
|
Battery backup/Change of Account Holder (COAH)/Customer Service Guarantee (CSG)/Medical alarm/Personal alarm/Priority assistance |
e.g. Failing to read the CSG waiver |
ACMA |
|
Multi-Factor Authentication (MFA)
(not followed)
|
MFA process not followed |
e.g. Bypassing two-factor authentication requirements during a customer's broadband service call |
OAIC |
|
Payment Assistance policy
(not followed)
|
Payment Assistance Policy not followed |
e.g. Failing to offer Hardship where necessary for a Broadband customer |
ACMA |
|
Payment Assistance policy
(script manipulated/
not read)
|
Not adhering to Payment Assistance Policy scripting |
e.g. Payment Assistance Policy script not read verbatim |
ACMA |
|
Silent Line
(not followed)
|
Silent Line not applied/escalated as necessary |
e.g. Failing to apply Silent Line as customer requested |
ACMA OAIC |
Type |
Definition |
Example |
Regulatory Body |
|---|---|---|---|
|
CORE/FoxHow script
(manipulated/
not read)
|
Not adhering to mandatory Foxtel scripting |
e.g. Changing mandatory TV service subscription scripts to omit critical information |
Foxtel Business Rules |
|
Deceased process
(not followed)
|
Not adhering to Foxtel Deceased account process |
e.g. Failing to note details of the caller who advised the account holder is deceased |
Foxtel Business Rules |
|
Invalid use
(credit/offer/refund/
suspension)
|
Not adhering to Foxtel expectations for credits/offers/refund/suspension |
e.g. Applying multiple PPV credits without justification |
Foxtel Business Rules |
|
Invalid Process
(documentation/transfers/
general expectations)
|
Not adhering to Foxtel expectations for documenting accounts, transferring calls and other general business/department rules |
e.g. Failing to leave notes in Zendesk/CORE after a customer interaction |
Foxtel Business Rules |
|
Retention expectations
(not followed)
|
Winback coding / Invalid transfers / Use of 'No Change' script / Managed account reason / Tentative offers / Pre-empting a call
back / Move Home process
|
e.g. Transferring a customer from Retention to the Billing team for an invoice enquiry |
Foxtel Business Rules |
|
Sales expectations
(not followed)
|
Incorrectly/not completing eligibility for customers connecting via IP / Invalid transfers / Incorrect service
qualification / Not following bad debt process / Mishandling of Telstra Foxtel customer
|
e.g. Signing up an existing Telstra Foxtel customer for a new Foxtel residential account |
Foxtel Business Rules |
Type |
Definition |
Example |
Regulatory Body |
|---|---|---|---|
Call Recording
(script manipulated/not read)
|
Failing to read the mandatory call recording script |
e.g. Making an outbound call and not advising the customer it is being recorded |
OAIC |
|
Delete Call
(customer request/PCI not followed)
|
Failure to raise call deletion request when necessary/requested |
e.g. Not deleting a customer's call recordings after credit card details are captured |
OAIC
PCI SSC
|
|
Delete Call
(request - No Error)
|
Use for Call Deletion requests only |
Use for Call Deletion requests only |
OAIC
PCI SSC
|
|
Do Not Call register (DNCR)
(process not followed)
|
Breach of DNCR requirements |
e.g. Failing to terminate call if the customer advises they are on the Do Not Call register |
ACCC ACMA |
|
Marketing/Unsolicited Consumer Agreements
(process/script not followed)
|
Failure to gain consent for marketing and/or other agreements |
e.g. Failing to follow customer request to opt out of marketing |
ACCC ACMA |
|
Misleading or Deceptive conduct
(billing; content/package; various)
|
Information that could mislead or deceive, regardless of intention |
e.g. Providing inaccurate information about inclusion of content in TV subscription |
ACCC ACMA |
|
Payment plan (not actioned/ GUI not updated) |
Payment Plan not actioned/ GUI not updated |
e.g. Not updating GUI for new Payment Plan |
ACMA ASIC |
|
Privacy
(breach)
|
Breach of Privacy |
e.g. Disclosing personal information to a non-authorized party |
OAIC
ACMA
|
|
Privacy
(incomplete verification)
|
ID check incomplete/incorrect |
e.g. Incorrect/missed state and postcode during ID check |
OAIC
ACMA
|
|
Sales/Winback Compliance Script
(manipulated/not read)
|
Sales declaration / Winback call introduction |
e.g. Not reading the call recording script with opt out for a Winback outbound call |
ACCC ACMA |
|
Severity 1 Complaint
(not raised/raised incorrectly)
|
Failure to follow Severity 1 complaints process |
e.g. Failing to escalate a case to the Executive & Regulatory team after the customer says they have engaged with the ACCC |
ACMA
TIO
|
|
Severity 2 Complaint/Escalation
(not raised/raised incorrectly)
|
Failure to follow Severity 2 complaints process |
e.g. Failing to escalate to a team leader in real time when the customer repeatedly requests it |
ACMA
TIO
|
|
Unconscionable conduct (serious breach) |
Conduct deemed excessively inappropriate | e.g. Use of vulgar language during customer interaction |
ACCC ACMA |
|
Unconscionable conduct (vulnerable customer) |
Failure to follow Vulnerable customer expectations | e.g. Providing confusing information to an elderly customer about their service charges |
ACCC ACMA |
For more information or feedback, email us at foxhow@foxtel.com.au.