Credma Assessment - Embedding Week 1

What are the 4 pillars of TBE? (This should be in correct order)

• Engage, Explore, Solve, Deliver

• Explore, Engage, Solution, Deliver

• Engage, Explore, Resolve, Deliver

______ is a code of practice that sets out the rights and safeguards for consumers in the Telecommunications industry, and the obligations of suppliers.

• Complaints Handling System (CHS)

• Complaints Handling Standard (CHS)

True or False. Upon allocation, case manager must initiate customer contact with complete documentation and tick the Acknowledge button in CHEVRON.

• False

• True

True or False. Every Complaint should not have a credit hold applied while it is being actively managed.

• True. Not all complaints must have credit holds as not all of them have disputes with their services.

• False. Every Complaint should have a credit hold applied while it is being actively managed.

Urgent complaint should have a proposed resolution within ______.

• 24 hours

• 48 hours

• 72 hours

Template that you need to fill out and post under Feed Case Comment prior to the contact with your customer.

• Investigate Template

• 24 hour complaint acknowledgement template

Whilst it is important to resolve a customer complaint, there are cases when we can’t due to system technology limitations, policies or processes, among others. The purpose of this process is to minimise the risk of escalations by ensuring all possible resolutions are taking into consideration prior to closure. This process is called _____________.

• Unresolved Process

• Dissatisfied Process

Which among the following is true regarding UTCC process for phone/mobile contact?

• Day 1 – Day 4 Contact (via preferred method) (SMS and Email)

• Day 5 - Contact (via preferred method) Send UTCC email (10-day timeframe correspondence) 10 day holding period

• Day 15 - Close complaint (Sub Status: UTCC)

• All of the above

______ could happen if the final bill is more than 60 days past the due date, outstanding balance is over $150 and account has no outstanding PTP.

• Credit Risk

• Fraud Risk

• Default Listing

• No Sell

True or False. According to Clause 9.1 of the Credit Reporting of Conduct, Telstra must not disclose an overdue payment in relation to customer credit to a Credit Reporting Bureau (CRB) as a default information if the customer has made a hardship request (whether via a variation of the terms and conditions of the consumer credit or a new consumer credit); and either Telstra is in the process of deciding the customer’s hardship request.

• True

• False