KEEPIN IT PRIVATE
This is sent to the account holder if we need to perform a high risk task.
OTP
If at any stage during a call, and after authentication, you're asked to speak with someone else, you need to inform them the call will be recorded “I need to inform you that this call may be recorded for quality, training and business purposes". You can only discuss information that relates to the level of authentication of the fist person.
How to confirm a customer's identity
An expression of dissatisfaction or grievance made by a person about any product, person or service of Vodafone Australia.
Complaint
A charge when customer dont pay on time.
LATE PAYMENT FEE
Examples: GOVERMENT ISSUED PHOTO ID, PASSPORT, DRIVER'S LICENSE
VALID PHOTO ID
Self service must be offered first, unless there is a system outage impacting self-serve channels, or the customer has insufficient internet access.
How to update payment methods
Examples:
The consumer sounds angry, upset or frustrated
High unbilled charged
Agreed actions not implemented
Hidden complaints
Examples:
Credit card
Bpay
AUpost
Direct Debit
Cheque
Payment Method
Using a service on the account, but the account is not in their name
End User
All customers must have a current, valid address at Customer Account level, which must be a street or rural type address.
How to change or update an address
A complaint service request must be raised in this level of account
Installed Asset Level
Service request type if customer have issues with logging in to their MYVF account
SELF CARE
Required time frame for customer to respond and say the OTP for voice
1 min
If you cannot verify the customer, advise while we can’t verify them over the phone, we'll ensure no further orders can be placed on their account and we'll place a request to stop the device from being sent while they fill out the fraud form.
How to assist a customer claiming a fraudulent upgrade/connection
The service request type when raising billing CSR
Postpaid-Billing Customer
Number of days that device will remain in our ADP before being tagged as RTS
7 BD SLA
Predefined txt title that contains a link to the
identity form.
ID Check-Unable to visit store
A proof of delivery enquiry can only be raised if it has been less than 14 days since the device left the warehouse
How to handle a proof of delivery dispute for Care
Refer the customer to this government agency if they have privacy related complaint that is unresolved with our Privacy team.
OAIC (Office of the Australian Information Commissioner)
Examples:
Change of location (only scenarios where nbn™ is not available at the customers new location)
Change of mind
Moved overseas
Service not required
Better offer
High bill / Financial over commitment
All other issues other than technical
Non-technical churn