Outbound PORO
Do you use 'high risk' or 'low risk' Poro for a compromised or potentially compromised TFN?
High Risk Poro
What is a situation when outbound contact is required?
A call back is required
You are actioning an activity and there is insufficient information to finalise the request
Inbound correspondence received, the image is blank or illegible, rescan attempts are unsuccessful
Inbound correspondence has been received and proof of identity is not satisfied
to provide advice or a reply to a client
you are advised by a business procedure.
Correspondence includes?
White mail (written correspondence), and
Forms and unstructured messages received through Online services such as
Online Services for Business, or
Online services for agents.
Who should you advise of the call recording and privacy notice to?
Each person you speak with throughout the call.
TAG, authorised contact, client and/or receptionist.
When is a note not required?
Completing PORO and warm transferring a call
A Siebel template is completed containing all relevant information (unless directed by procedures to also include a note)
Accessing the client record without giving out any account specific information or advice
Providing publicly available information only
confirming information the client already knew
requesting to assign the activity back to a user as per description
you are unable to action the work.
PORO is established if the ATO form....
Contains a record identifier such as TFN, ABN or name
Declaration section is completed, and
Has been completed and signed by an authorised person on the record, at the
client
account, or
role level related to the form
If the primary contact or an authorised contact identifies themselves, what do you need to confirm for 'Low Risk' Poro?
DOB or Address from the record of enquiry
What are the 4 elements is included in the correct format of a note?
1. Client details, if applicable
2. Brief description of the interaction
3. Decision or action taken including reason or justification
4. Additional information
To establish PORO for unstructured messages and attachments received through the mail function, the author must?
Be a primary or authorised contact or linked registered agent, and
Have either:
the required level of access on the ATO record, or
written authority within an accompanying attachment.