Procedure - submit an e-form request

Contents

1. Description
2. Rules
3. Tasks

1. Description
   
Follow this procedure to send an e-form when an account requires action from an internal team. (BPS, Technical Support or Complaints).

Authorised representatives are not available on Broadband/Home Phone accounts since the introduction of multi-factor authentication. Only account holders can handle all aspects of these accounts.

Top

 
2. Rules
Account holder only
Only the account holder can request major changes (e.g. add or disconnect broadband and home phone services or change the account name on a previous provider's account.) to home phone and broadband services. 

Top


3. Tasks

1. Determine the nature of the case
2. Create new complaint
3. Create new specialist case (BPS)
4. Create new technical case
5. Create New Financial Hardship Case

1. Determine the nature of the case

If...	Then...
it is a complaint Customer has requested this to be escalated to someone higher Customer wants to raise a complaint Customer wants to speak with a team leader or manager Customer wants to take Legal, media or threatens TIO or CEO	go to task 2.
it is an issue for BPS (Broadband Team) Unable to raise a Broadband order due to a Core error Create a Broadband COAH Request for a Manual address check when Core is unable to find Telstra address Follow up on a pending Broadband order if unable to call BPS Zendesk has advised you to raise a BPS case	go to task 3.
it is a technical issue Zendesk has advised you to raise a LV2 Technical case Zendesk has advised you to raise an Online Services form	go to task 4.
the customer's Foxtel WiFi Modem has not arrived (interim procedure)	go to task 5.
it is an Advanced Enquire Issue (TV Team) Customer wanting to speak to an onshore agent (from Billing and Change only) Billing or account enquiries related to charges before 2016 Complex or difficult Netflix billing enquiries $150+ credit investigations (Change only) Account investigations (Change TL only) Requests to speak to with their Advanced Enquiries Case Manager	go to task 6.
it is a Financial Hardship request Customer is eligible for Financial Hardship Customer mentions they are in Financial Hardship Customer has a large amount owing and needs a long-term payment plan Customer mentions they have no income or cannot pay	go to task 7.

2. Create new complaint

1. Raise the complaint in Zendesk (refer to Procedure - Raise a complaint in Zendesk).
2. Provide the customer reference number (CM number) to the customer once you have raised the complaint and advise the customer that they can track the progress of their complaint by contacting Foxtel and quoting their reference number. 

Note: Ensure that you also provide the CM number to your Team Leader. 
 

3. Escalate the complaint.

If...	Then...
you are escalating the call to your Team Leader	ensure they are prepared to receive the escalation on the spot. Your Team Leader will accept the call transfer and talk to the customer on the same call.  Note: You will still need to ensure that you have lodged the complaint in Zendesk.
a Team Leader is not available to take the escalation	advise the customer that they will be called back within 1 business day.  Note: It is your responsibility to ensure that this is followed up.

Important: You must document the complaint in CI notes in CORE, in addition to Zendesk. If you do not hand a complaint correctly, you may receive a compliance fail. 
 
End of procedure.  

3. Create new specialist case (BPS) in Zendesk

1. Create a new ticket using the available Macros following the pathway: “Apply Macro – Agent tools – Foxtel – Create new ticket – Broadband Specialist Ticket.”
2. From here, you will need to enter your ticket subject and a detailed description (as an internal note). 

3. With the information included, make sure Stay on Ticket is selected and then click Submit as New to generate the new ticket number.

4. Load the customer account into the ticket and at the bottom of the account summary screen via Quick Actions, click on Open E-Form.

5. Fill out the relevant form with the specific fields. Submitting the form will finalise the process. The ticket will be automatically placed in the correct queue to be handled by the BPS team.

 

4. Create new technical case in Zendesk

1. In the top-left corner, click Add.

2. The ticket view will open. In the bottom-left corner, click Apply Macro.

3. From the dropdown, select Agent Tools. Then, select Foxtel.

4. Select Create New Case.

5. Select Technical Case.

6. Complete all required ticket information on this screen. This includes a subject for the case (e.g. fault/acc/name), internal note with a description, as well as product and issue/sub-issue information.

Note: Ensure you input the correct sub-issue, as reflected in the corresponding troubleshooting flow.

7. Once you’re ready to submit the ticket, click Submit as New.

End of procedure. 

5. Create a New Financial Hardship Case

1. Discuss the reason for the financial hardship request which could include

• Natural Disaster
• Domestic Violence
• Ilness
• Poor literacy
• Family Breakdown
• Unemployment

2. Ask the customer if they would like to be referred to the Financial Hardship Team for assistance and refer customer to the Financial Hardship Policy on the website.

3. Remove the direct debit details (see Procedure - change payment details) from the account.

4. Advise the customer that they will be contacted by the Financial Hardship team within 5 business days.

5. Add a CI (Customer Interaction) note to the account advising that you have submitted the customer's request for financial hardship.

6. Create a ticket in Zendesk.

7. Enter Account Number.

8. Subject = TV Only Hardship

= BB Hardship

9. Enter the following details in the Description field:

• the reason why the customer requires the financial hardship assistance.
• the best contact number for the customer

10. Submit Case.

11. Note account that a Financial hardship case has been created.

End of procedure.

Top