Payment Assistance Quiz

Jacob's father is sufering from a health condition which has impacted his financial condition. Is Jacob elgible for payment assistance

• Yes

• No

• Maybe

• Escalate to HRV

What is the new term for Financial Hardship

• Promise to Pay

• Payment Extension

• Payment Assistance

• Billing Dispute Hold

What is the operating hours for Enhanced Care Team/Payment assistance team?

• 08:00 am - 5:00 pm AET

• 07:00am-4:00 pm AET

• 08:00 am - 08:00 pm AET

• 09:00 am - 07:00 pm AET

In which scenarios, customers can seek payment asisstance?

• Cx mentions they are in financial hardship and need payment assistance

• Cx has a delay of payment from centre link

• They have multiple late or unpaid bills

• All of them

What is the hotline number to contact payment assistance team?

• 1800-979-544

• 1822-097-645

• 1800-252-008

• 1300 235 664

What are the ways for our customer to raise a payment assistance request?

• • Emailing our [e-mail] 

• • Submitting an online application form 

• • Front of House team member will either transfer or create a case 

• • Live Chat Bot will redirect them to the online application form 

• All of the above

Mark contacted us at 7:15 pm AET and seeks payment assistance. What would be the next step for the agent?

• Ask customer to send the email to payment assistance team

• Transfer the call to Payment assistance team

• Ask customer to raise an online form

• Create a Payment Assistance case and inform ETA

What action needs to be taken before escalating the case to Payment Assistance Team

• Educate the payment assistance policy

• See if FH was applied before

• Suspend the billing in Octane

• None of the above

Billing Dispute Hold applied on an account with avoid any service suspension for____ days?

• 55

• 60

• 35

• 25

What is the ETA for the Payment Assistance Team to contact the customer?

• 2-3 business days

• 5 business days

• 2-4 hours

• 24-48 business hours