Billing Rules, Processes, and Clarity Part 1 (MultiChoice SMS) PDF

Billing Rules, Processes and Clarity Part 1 Learner Guide Copyrights This document contains confidential information and is proprietary to MultiChoice SMS, its subsidiaries, and associates. It is supplied subject to the condition, that it shall not, by way of trade or otherwise, be lent, resold, hired out, or otherwise circulated without the prior written consent of MultiChoice SMS No part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of MultiChoice SMS. © Nov 2023 Customer Operations Functional Training Table of Contents GLOSSARY OF TERMS.................................................................................................................................... 5 ICONS....................................................................................................................................... 7 I EXPLORE.......................................................................................................................................................... 9 CUSTOMER PROFILING................................................................................................................ 10 CHANNELS, GENRES, AND PACKAGES.............................................................................................. 11 DSTV SUBSCRIPTION PACKAGES (2023 PRICES)................................................................................. 12 DSTV DECODERS IN CIRCULATION.................................................................................................. 12 REQUIREMENTS FOR A CUSTOMER TO ACCESS DSTV SERVICES VIA SATELLITE DISH (DTH)............................ 14 DSTV ACCREDITED INSTALLERS...................................................................................................... 14 CONTENT DISCOVERY – WHAT’S ON............................................................................................... 15 I JOIN................................................................................................................................................................. 16 DSTV CUSTOMERS..................................................................................................................... 17 Customer Classes/Types.............................................................................................................................. 17 Financial Accounts...................................................................................................................................... 18 Products...................................................................................................................................................... 18 BILLING PRINCIPLES.................................................................................................................... 20 Quote based billing..................................................................................................................................... 20 Types of quotes...................................................................................................................................... 22 Service Retention Quote (SRQ)......................................................................................................... 22 Event Based Quote (EBQ).................................................................................................................. 22 Summary: EBQ versus SRQ..................................................................................................................... 24 BILLING CONCEPTS..................................................................................................................... 25 Charge periods............................................................................................................................................ 25 Monthly.................................................................................................................................................. 25 Quarterly................................................................................................................................................. 25 Annual..................................................................................................................................................... 25 Grace days................................................................................................................................................... 28 Product Statuses......................................................................................................................................... 29 INTRODUCTION TO CLARITY......................................................................................................... 33 Introduction................................................................................................................................................. 34 Login and off on Clarity................................................................................................................................ 34 Requirements for creating a residential DTH customer account................................................................ 39 Create a Quote............................................................................................................................................ 42 Create a Residential Customer account...................................................................................................... 47 Verification and security checks.................................................................................................................. 51 Updating customer details...................................................................................................................... 54 Edit Customer Details.............................................................................................................................. 55 MANAGE VIEWING.................................................................................................................... 56 Upgrades and downgrades.......................................................................................................................... 57 Upgrades................................................................................................................................................. 58 Downgrade.............................................................................................................................................. 60 Disconnect and Reconnect.......................................................................................................................... 62 Disconnection of services........................................................................................................................ 63 Auto-disconnects.................................................................................................................................... 64 Reconnection............................................................................................................................................... 65 Reconnections rules................................................................................................................................ 65 Billing – Rules, Processes and Clarity LG 3 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training How to handle a Reconnection Call........................................................................................................ 66 Auto reconnections................................................................................................................................. 66 Pro-rata subscriptions charges................................................................................................................ 67 Voluntary suspension- (annual paying customers)................................................................................. 68 Reconnect customer on a different package:..................................................................................... 68 Reconnecting customer services without payment........................................................................... 69 Reversing the reconnection fee where it was incorrectly billed........................................................ 71 Suspend annual customer services......................................................................................................... 72 Change charge period............................................................................................................................. 74 DEVICE INSURANCE.................................................................................................................... 75 Introduction................................................................................................................................................. 76 What is covered by policy?.......................................................................................................................... 76 Role of an Unauthorised Representatives................................................................................................... 77 Premiums..................................................................................................................................................... 78 Activation – Channels.................................................................................................................................. 79 Cancellation................................................................................................................................................. 79 The claim process for theft:......................................................................................................................... 79 Complaints................................................................................................................................................... 80 Device Insurance lead.................................................................................................................................. 80 I PAY.................................................................................................................................................................. 82 PAYMENT OPTIONS................................................................................................................... 83 MULTICHOICE BANK ACCOUNT DETAILS......................................................................................... 84 More on Debit Order option........................................................................................................................ 85 Setting up a debit order.......................................................................................................................... 86 Account Holder Verification (AHV).......................................................................................................... 87 Ad-hoc debit order payment................................................................................................................... 88 How to handle an ad hoc payment request call..................................................................................... 89 Unpaid debit orders:............................................................................................................................... 89 Smart EFT/Payment link from SMS or MMS................................................................................................ 93 Internet banking (EFT)................................................................................................................................. 94 Adding ‘MultiChoice’ as a beneficiary..................................................................................................... 95 NEDBANK............................................................................................................................................ 95 FNB..................................................................................................................................................... 95 Standard Bank..................................................................................................................................... 97 ABSA................................................................................................................................................... 98 CAPITEC............................................................................................................................................... 98 DStv Service Centres or Agencies.............................................................................................................. 100 Direct Deposit............................................................................................................................................ 105 ATM........................................................................................................................................................... 105 USSD.......................................................................................................................................................... 105 Quick Response code................................................................................................................................. 106 Retailers..................................................................................................................................................... 107 HOW TO HANDLE A CALL WHERE THE CUSTOMER REQUESTS PAYMENT INFORMATION............................... 108 CUSTOMER STATEMENTS........................................................................................................... 108 Billing – Rules, Processes and Clarity LG 4 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Glossary of terms Acronym/Term Description Anniversary month The month an annual subscription gets renewed The TV channel is made up of a compilation of video Channel programmes. A term used to describe customers cancelling their subscriptions; Churn usually reported as a percentage of total customers who cancel our services Decoder A device that receives and decodes programming so that it may (set-top box) be displayed on a television Device Insurance Device Insurance is a short-term insurance contract that covers (DI) the customer’s decoder/device Disconnections Disconnection refers to removal/cut off customer services & can be involuntary or voluntary Involuntary: actioned due to fraud/piracy or non-payment of the account Voluntary: customer requests a disconnection allowed only at the end of their billing cycle Downgrade Downgrade refers to moving from a higher tier to a lower-tiered package. DStv Digital Satellite TV, Digital TV received via a satellite dish Financial Financial Transactions (FTs) showing any financial event that Transactions occurs on the customer’s account due to a specific event FTA Free to air channels e.g. SABC1;2 & 3, eTV, Soweto TV etc. The selection of general and thematic TV channels offered as a Package package to customers. e.g. Premium, Compact Premium24 allows our DStv Premium customers the option Premium24 of FREEZING the subscription prices when they take out a contract for 24 months Billing – Rules, Processes and Clarity LG 5 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Acronym/Term Description Ts & Cs Terms and Conditions Upgrades Upgrade refers to moving from a lower tier to a higher tiered package. A customer has unlimited upgrades per billing cycle Billing – Rules, Processes and Clarity LG 6 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Icons Icon description Make own notes Individual activity Own reading Group activity in teams of three learners in a group Group activity in teams of four learners in a group Class activity (whole group) Demonstrate learning Vital information Essential embedded knowledge End of the lesson/section Billing – Rules, Processes and Clarity LG 7 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Customer Journey The customer journey is the process by which a customer interacts with a MultiChoice to achieve a goal. From gaining awareness of the DStv brand via social media to receiving an email after a successful transaction, there are usually many and varied steps in between. It is not something to assume or predict based on our internal perspective. A customer journey is very specific to the physical experiences our customers have. Billing – Rules, Processes and Clarity LG 8 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training I Explore Show me a world that makes me, and the people that matter to me, happy Lesson Outcomes At the end of this lesson, you should be able to demonstrate an understanding of: Customer profiling Channels, genres and DStv packages Pricing and hardware Installer role Content discovery Billing – Rules, Processes and Clarity LG 9 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Customer profiling Customer profiling refers to us creating a picture of our customers to help them make decisions as they explore our products. This means that we try to place our customers into groups. Our customer base is made up of many different people, each with their own cultures, interests, and preferences. We can group potential customers in many ways: Age: Children, teenagers, young adults, working adults, pensioners. Marital status: Single or married. Gender: Male or female. Earning capacity: Rich, middle class, poor. Interests: Sports, art, music, business, adventure, etc. When we sell DStv packages to our customers, we want to know the genres they like to watch on TV. By understanding: What entertainment your customer is looking for, The genres they enjoy, And the programs they are crazy about, You can then recommend the right packages. Then the customer can make their selection based on their budget and their perception of value. Billing – Rules, Processes and Clarity LG 10 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Channels, genres, and packages A genre category is formed by grouping several channels with similar attributes together. Each DStv package is made up of eight genres: The channels are grouped and numbered according to the genre. Genre Category Genre Breakdown 1. Movies & Entertainment Movies and Series 2. Documentaries & Lifestyle Reality & Events 3. Sport All 4. Free to airs FTA’s, Regional & Community Services 5. Children Children 6. Music African, International, Urban, Gospel 7. Religion Christian, Islamic 8. News News & Commerce Chinese Chinese Indian Indian Channels Portuguese All Genres French All Genres Activity In your groups, complete the activity 1 + 2 in your learner workbook. Billing – Rules, Processes and Clarity LG 11 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training DStv subscription packages (2023 prices) Access Reconnection Fee Fee Package Price PVR/ XtraView DStv Premium Compact Plus DStv Compact Primary DStv Indian Packages DStv Family DStv Access DStv EasyView Check the DStv.co.za or TUMI for the current prices on packages and other services. Annual price increases Price increases are implemented on 01 April of each year Customers are sent the communication (letters and/or emails) outlining new DStv process for the following year DStv decoders in circulation The features and functionalities are discussed in detail in the Technical Training. Refer to www.dstv.co.za or TUMI for the current prices for decoders Customers can also purchase a DStv Explora Ultra through the DStv Contract deals (discussed at the end of the guide) Billing – Rules, Processes and Clarity LG 12 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Digital Accessories/non-serialised devices Description Cost A4 Remote Control A7 (Explora) Remote Control Jumbo Remote Control External power supply for the DStv HD 4136 External power supply for the DStv Explora Access dstv.com for the current prices See further accessories or devices under Get Quote Select Devices functionality on Clarity. Access Fees MultiChoice constantly strives to improve its products and services and to keep at the forefront of technological developments. Our PVR decoders provide our customers with significant savings and enable them to watch more than one programme at a time or to watch one programme while recording another (multiple-environment). PVR functionality is a result of a combination of the software in the decoder and its' interaction with the software-based at our premises MultiChoice has had to increase and maintain the investment in this technology, business and administrative systems and functions, in order to support the advanced technology on offer to our customers, and the access fee allows us to cover some of these costs. Access fees (Digital) Service Description Cost (incl VAT) PVR Access XtraView Access Access dstv.com for the current prices Billing – Rules, Processes and Clarity LG 13 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Requirements for a customer to access DStv services via satellite dish (DTH) MultiChoice customers are required to have the following: 1. DStv Satellite Dish (recommended size 80-90cm) 2. DStv Smart Low Noise Block-down Converter (LNB) 3. A DStv Digital Satellite Decoder with a Smartcard 4. An Active DStv Subscription It is recommended that customers make use of accredited Installers for all their installations. NB: Customers can also access DStv without a decoder where they subscribe via streaming DStv accredited installers They install and maintain aerials or satellite dishes and set-top boxes for digital or satellite broadcasts. Their main tasks include: o Deciding on the best location for the equipment. o Planning how to route the cables. o Installing aerials or satellite dishes. o Installing any equipment needed inside, such as DStv and Free to view boxes. o Testing the equipment. o Checking and recording the signal levels received. o Connecting signal outlet sockets. o Installing the reception equipment Find an Accredited DStv Installer Use TUMI to find a list of all DStv Accredited Installers near your home address. Billing – Rules, Processes and Clarity LG 14 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Content discovery – What’s on Different platforms customers can use to plan their viewing: They can access Self Service platforms and DStv.co.za and find out What’s On: TV Guide o View the TV Guide o Manage My Schedules Featured Content o Best of Local o Must Watch Sport o International TV Shows o Factual Features o Reality-TV o For the Kids o Latest Movies Stay up to date o News o Alerts o Help o On your Screens Rewards o Competitions o DStv Winners Circle Billing – Rules, Processes and Clarity LG 15 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training I Join Make it quick, convenient and flexible for me to join your world Lesson Outcomes At the end of this lesson, you should: Describe rules with regards to: o Customer classes/types o Financial Accounts o Agreements o Products Describe the billing principles with regards to Quote based billing Billing – Rules, Processes and Clarity LG 16 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training DStv Customers The customer is an individual or an entity that subscribes to DStv services. There are three main categories of customers i.e. Residential, or Commercial customers. These categories are further divided into classes/types. Customer Classes/Types Our customers are grouped into four different classes: Customer Description Discount received class Do not qualify for any Customers who live residential or private dwellings special discount; except for e.g. house, plot etc. and are charged normal Residential annual paying customers subscriptions that qualify for one-month Accounts managed by the Inbound Call Centre free subscription Employees: Activations & Billing queries are Residential managed by the Employee line within Inbound Call Centre. (includes Employees from M-Net; DStv Employees: Around 57.19 - Specialist Media Sales; DStv Digital Media; SuperSport and 57.60 % of the top three (Employees) other subsidiaries of Naspers must be referred to the DStv packages Inbound Contact Centre or advise them to send their requests to [email protected]). Specialist Panelists accounts are managed by Inbound Call Panelists: 10% discount on (Panelists) Centre primary subscription Where the services are used in open public areas, other than residential dwelling e.g. B&B, Taverns, DStv pubs etc. (companies and businesses) None Business Accounts managed by the DStv Business Call Commercial Centre Where the services are used by customers that Discounts are received belong to a certain business group or hotel chain e.g. based on the volume/ National Virgin Active, National hotels etc. number of billable points per deals Accounts managed by the DStv Business Call customer. Discounts are Centre provided on a sliding scale. Billing – Rules, Processes and Clarity LG 17 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Financial Accounts A DStv customer has one Residential General financial account (FA) where all the customer’s billing is consolidated. Each Residential General financial account (FA) will have agreements linked to it: o Examples of agreements: ▪ General including DStv Contracts ▪ Holiday Home and ▪ BoxOffice Financial Account Rules The general financial account is a rolling subscription account i.e. the subscription is renewed monthly for the account to remain active When payments are made, the funds get allocated to the one financial account where billing has occurred Holiday Home and BoxOffice charges are added to the monthly bill and due on the next payment date Products Products are the individual packages and services that a customer is subscribed to. e.g. DStv Premium; XtraView; Each agreement can have one or more products Base product + Access Fee HDPVR Access R_____ DStv Premium R_____ Total Monthly subscription = R_____ Billing – Rules, Processes and Clarity LG 18 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Products rules The customer can have a principal package/s and they can include monthly Access fees: When a customer short-pays their monthly subscription, their funds will be distributed or allocated as follows. Funds allocation priority Billing – Rules, Processes and Clarity LG 19 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Billing principles Billing principles refer to how we charge our customers for services they subscribe to or consume. Our billing is based on the Quote based principle. The calculation of the monthly billing runs on a 30-day cycle. A customer can choose to be billed between the 1st and the 31st of each month, and the payment date selected is referred to as the Invoice Profile (IP) day. Financial Transactions Created Quote based billing A quote is an ESTIMATE that predicts the charges of products, hardware or services for a specific charge period on the account. A quote is required before a charge can be levied on a DStv subscription account or a bundle application can be processed. The quote will stay valid until it is rejected; it expires or is replaced with another quote. The fulfilment of a quote (when a payment is received for the quoted amount) will then result in charges being created (FT/s) on the financial account. Financial Predicted Payment Customer transactions makes a full Financial Quote charges for made are created on payment based Transactions generated products or =quote on the quoted the FT screen services created for the charges fulfilled amount. levied. If… Then… The quote is fulfilled, and services are active up to the The quote is paid in full Charge Until Date (CUD). Payment made within a The system will create a charge for the full month threshold (partial payment) until CUD The quote will expire after 30 days unless an invoice No payment is made run takes place within this period. The invoice run quote will then replace the quote Billing – Rules, Processes and Clarity LG 20 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training When a customer accepts the quote and makes payment within the threshold, the system will create a charge for the full month until Charge Until Date (IP-1day). Where the quote is still pending (payment not made), there will be no FTs created. Where payment is not made until the grace period lapses, the quote will expire on the customer’s CUD and the system will not auto-generate another quote, a new quote will be generated when a balance query or a payment is made Billing – Rules, Processes and Clarity LG 21 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Types of quotes We have two types of quotes, service retention quote (SRQ) and event-based quote (EBQ). Service Retention Quote Event Based Quote (EBQ) (SRQ) This is a monthly recurring An EBQ is raised per the agreement, per system generated a quote that financial account per change: dictates payment is needed for a Unless the change is made on the IP day customer’s services to remain or it is a reconnection of all products on What is it? connected for the next billing an account, then forms one quote. period, on a financial account EBQ features: level. has a Quote ID Can be Pre-activated to activate services Can be rejected and/replaced The customer’s method of These are the activities that when performed payment determines when the on an account will trigger an event-based When is it raised/triggered? quote/invoice is raised on the quote: account: 1. Disconnected (due to non-payment) Cash: SRQ is raised five 2. Upgrade/ Downgrade (5) days before payment 3. Reconnect (IP) day 4. Charge period (Annual to Debit Order: SRQ raised 3 monthly/quarterly and vice versa) this days before payment IP is an SRQ in some instances day 5. Adding a new product (Device Insurance, Access fees or add-ons) An SRQ cannot be rejected An EBQ is only valid for a designated once it has been created and period (“from XX/MM/YYYY” until “to Additional information results in a disconnection if the XY/MM/YYY” date) payment is not made on time or EBQs are there to calculate the cost is insufficient. of a specific change other than the monthly billing and can be rejected if not taken up. It has no impact on the account if not taken up These quotes are displayed on Clarity on the ‘Amount to pay’ screen, under ‘Due Soon’, but the screen doesn’t specify the quote type, and, on this display, you can find either: Billing – Rules, Processes and Clarity LG 22 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training 1. An Event-Based Quote – has a Quote ID, can be rejected and can be Pre- activated 2. A Service Retention Quote – has a Quote ID and cannot be rejected 3. A next invoice estimate – doesn’t have a Quote ID - It is a rough estimate of future charges on the account - It does not mean that the displayed charges will necessarily be debited - It gets replaced whenever a new quote is generated Billing – Rules, Processes and Clarity LG 23 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Summary: EBQ versus SRQ Create quote 3/5 days before IP day Billing – Rules, Processes and Clarity LG 24 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Billing concepts Charge periods We have three charge periods that customers can choose from i.e. Monthly; quarterly and annual. This informs the number of times a year that a customer can be charged. Monthly Customers are charged their subscriptions monthly. A monthly paying customer gets a new quote generated to view for a period of 30 days and will be required to renew their subscription at the beginning of the following month to continue viewing. Quarterly Customers are charged four (4) equal subscriptions per year A quarterly customer pays for three (3) months in advance to keep the services active. Currently, this charge period is applicable to GOtv subscription only. There are no discounts available to customers. Annual Annual paying customers are charged for a running 12-months in advance and they then qualify for a 1-month discount. The annual customer’s account is credited with 1-month subscription and the customer will view the last month for FREE This discount is applicable to broadcast services including access fees, e.g. DStv Compact, PVR or XtraView access fees An annual paying customer can choose a more suitable anniversary month according to their needs Customers are required to contact us before or on their IP day of the preferred month to change the charge period to annual The month the account gets converted to annual is stored on the system as the actual anniversary month, i.e. if the account is converted to annual on the 1st June 20X0, that means the account will be due for renewal on the 1st June every year until the charge period is changed Grace days do apply based on the product’s segment Billing – Rules, Processes and Clarity LG 25 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Customer must pay the full amount due (X 11 months’ subscription) for CLARITY to keep/convert the invoice period to Annual. o Should the customer short-pay, the customer will receive a short-payment notification message to notify them of the required top-up to keep the services active, if the amount received is less than the system configured threshold, services will be disconnected at the end of the grace period Illustration 1: Changing from monthly to annual charge period This is an annual paying customer with the IP day is on the 1st and the anniversary month in June This is a cash-paying customer- the SRQ is created 5 days from IP for period 01.06. YY01 to 31.05. YY02 Annual customers are locked-in to the 1-year contract for the 12 months that they have paid for. Billing – Rules, Processes and Clarity LG 26 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Annual charge period rules Employees do not have the option to pay annually. BoxOffice movie rentals and Showmax subscription are only charged monthly. The annual discount does not apply to Device Insurance premiums. o Device Insurance is charged for a full 12-months o Once Device Insurance product has been converted to annual and paid for, the charges cannot be reversed even if the charge period has been reverted to monthly o You need to advise customers that, we will not take any further premiums for Device Insurance until the paid period comes to an end. Only from then we will start charging for month-to-month. o Customers can change the products subscribed to, i.e. add products/upgrade/downgrade or suspend viewing. o Temporary suspension ▪ Annual customers can temporarily suspend their services three (3) times and up to 60 days per annual cycle. ▪ The charged until date will be extended by the number of days, they suspended their services in that cycle. If the recurring quote is not fulfilled, the services will be disconnected. Grace days do apply based on the product’s segment. Customer must pay the full amount due (X 11 months’ subscription) for Clarity to keep/convert the invoice period to Annual. Should the customer short-pay, the customer will receive a short-payment notification message to notify them of the required top-up to keep the services active, if the amount received is less than the system configured threshold, services will be disconnected at the end of the grace period Billing – Rules, Processes and Clarity LG 27 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Grace days Grace days are days that customers are granted as an allowance for a controlled period from the customer’s IP day to view while the payment on the account has not yet been made. Grace days are charged to the customer as part of their subscription. Segment Grace Days All NEW 15 DAYS ACTIVATIONS The system allocates grace days to an active product based on its segment, then calculates and set an anticipated date when to disconnect the services should payment not be received This estimated date is called a ‘QUOTE-BASED DISCONNECT DATE (QBD)’, this shows when the services will get disconnected should the quote not be paid. A customer who adds a product on an agreement and then request for the product to be cancelled (or is cancelled by an agent), and then the same product is added on the same agreement on the same device again – then the customer no longer gets the 15 days activation grace days, they are required to make a payment before they can view. Billing – Rules, Processes and Clarity LG 28 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Product Statuses Now that you understand the two types of quotes, we will now focus on how each of these quotes relates to the different product statuses on the account. This will help you understand what transpired on the account and what action is expected from you if any. The table also outlines the quote type associated with the product status as well as the type of quotes where applicable. Status Description Quote type Quote status Services on the account active The quote/SRQ remains active for the duration of the grace period and is also influenced by the product’s segmentation and the customer’s Active payment behaviour e.g.: SRQ Pending o Where the customer failed to pay within the grace period, the services will be disconnected, and they will be charged a reconnection fee upon reconnection A new product has been loaded and the quote has not yet been paid/fulfilled Awaiting Payment New activations have 15-days grace period for payment. EBQ Pending The quote/EBQ generated stays active for the duration of the grace period. The EBQ cannot be rejected a day after creation Cancel Pending A quote to change the existing package has been rejected and/or the EBQ Cancelled Up/downgrade schedule has been cancelled Cancelled The product no longer exists on the account; it has been removed No quote N/A Billing – Rules, Processes and Clarity LG 94 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Status Description Quote type Quote status A new product has been loaded and a future date has been selected for Delayed Activation EBQ Pending activation, could be because the customer doesn’t want to be charged yet The product has been disconnected, it could be a customer that has requested disconnection, or it could be due to non-payment Where the services have been disconnected for over 30-days: o No quote or EBQ will get generated, therefore, auto reconnection will not be available for this customer. Disconnected No quote N/A o However, when a customer makes a payment, a quote gets generated automatically, in this instance, for the last disconnected product. Where the payment is enough to fulfil the quote, the customer will be auto reconnected Disconnect The existing product which is disconnected has been scheduled to SRQ Cancelled Pending Removal up/downgrade and the quote has expired The existing product is scheduled for an upgrade, but no payment has EBQ Pending Disconnect been made to fulfil the quote Pending Upgrade Billing – Rules, Processes and Clarity LG 30 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Status Description Quote type Quote status The product has been disconnected due to non-payment The system automatically generates an EBQ provisioning for Disconnect reconnection, the status of the disconnected product changes to Pending “Disconnect pending reconnect” EBQ Pending Reconnect Quote (EBQ) remains active until the next IP day then it expires if payment has not been received A new product has been loaded to Holiday Home account and the activation has not yet been done Pending Box Office has been activated on the account, but the status of the EBQ Pending principal product is “Awaiting payment” A new product has been loaded and a future date has been selected for Pending activation, the customer confirmed that the installation of the device is not EBQ Pending Installation yet done The customer has a pending scheduled to upgrade the existing product Pending Upgrade and the request has not yet been executed EBQ Pending A quote to change the existing package has expired Pending Removal EBQ/SRQ Cancelled Billing – Rules, Processes and Clarity LG 31 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Status Description Quote type Quote status The customer has voluntarily disconnected the product and a quote to Request reconnected has been generated EBQ Pending Disconnect Voluntary disconnection DOES NOT qualify for grace-days. An upfront payment is required to reconnect the services. DStv Contracts account was not paid, and the product has now been Default N/A N/A disconnected DStv Contracts contract term has come to an end Contract Expiry N/A N/A Billing – Rules, Processes and Clarity LG 32 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Introduction to Clarity Lesson Outcomes At the end of this lesson, you should be able to demonstrate an understanding of: Login and off on Clarity Navigate Clarity menus Billing – Rules, Processes and Clarity LG 33 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Introduction The purpose of this module is to provide you with the opportunity to familiarise yourself with the MultiChoice system for managing customer accounts. You are required to make the most of this time by asking as many questions and practising as much as possible to allow you to be proficient on the system before being introduced to the “Live or Production” platform. We will begin with login in & out of the system as well as how to navigate the menus/functionalities of the system related to the topmost followed processes within the business. Login and off on Clarity “Clarity” is a single Unified Front-end for all user-facing functions. Clarity provides the following solutions: ▪ End-To-End customer management, billing and stock management system. ▪ Improve the customer’s experience in dealing with MultiChoice. ▪ Standardise the customer’s experience when dealing with multiple channels. ▪ Assist you in being more focused, more efficient and more effective when dealing with customer accounts. This is how Clarity looks: ICC CRM SAP Billing Customer Relationship Stock & Distribution Management Billing – Rules, Processes and Clarity LG 34 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Clarity is a web-based application accessed using a URL address within an Internet Browser. The facilitator will give you the URL to access the training base. Clarity is accessed using Google Chrome. Once the “Clarity” login page is displayed, you need to enter the required details to gain access to the system. Username. E.g. Training010 Password e.g. Passw0rd You need to select (South Africa). Click on Login In Clarity, mandatory fields are indicated in RED as shown above. Once you have successfully entered your login details, the Clarity Home Page will be displayed. Billing – Rules, Processes and Clarity LG 35 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training The Clarity Home Page The Home page allows you to access the different functionalities (processes) you will need to assist customers and perform the activities related to your role daily. The Learning Facilitator will introduce you to some related terminology you will need to know to navigate your way through the system. The Clarity Home Page looks like this: Billing – Rules, Processes and Clarity LG 36 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Let us look at each component of this page in more detail and introduce you to some terminology. Component Description 1. Smart Card/Decoder Enter the customer’s Smart Card Number or his Decoder Number. This Number Text Field specific text field is linked to the (Clear Error) process. 2. Clear Error Codes Confirms an action is performed on the system and tells the system to Drop-down Menu process the information submitted. 3. Recent Customers Allows access to the last 10 customer accounts you have accessed 4. Search Field and Enables you to enter any text of your choice (within parameters) and button search. E.g. customer surname; ID or customer number. 5. Username Your username 6. Settings Allows you to change the Language, user interface Theme (light or dark), log out of Clarity to close the system and end your session/shift & Clarity version 7. Hyperlink (Heading) Redirects you to the bigger business processes. 8. Hypertext Links These will direct you to related sub-processes within the selected bigger business processes as a quicker navigation option. Billing – Rules, Processes and Clarity LG 37 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Creating DStv account DTH customers must create an account for their DStv decoder. Without creating an account for the decoder/s, it virtually will be impossible to get any of the services running. When a customer creates a new account, it makes their decoder active to access any of the DStv services. A request for activation can come from a customer or an accredited Installer. You first need to confirm if the customer’s decoder is installed before you can activate the account. The new customer must first read and accept the terms and conditions before you can create an account for them. If the customer has not read the terms and conditions, advise them to call back once they have read the terms and conditions. They can find the terms and conditions by visiting the DStv website and looking for their terms and conditions page. Here are the steps the customer must follow: Go to the DStv TV website (https://www.dstv.com/) Scroll to the bottom of the page down to the "Terms & Conditions" section. Click on "Terms & Conditions" to access the full document. New customer with the decoder not installed If the customer is calling in, for an installation request, confirm first if the customer is new or existing customer. If the customer is new and the decoder is not yet installed, access DStv website to search for an installer using the customer’s address. You can create the account for the customer in Clarity, give the customer their customer number. Then refer the customer to activate the account via Self Service. 1. Advise the customer to call back once the decoder has been installed. 2. Advise the customer on how to find an installer (if the customer does not have an Installer yet) Confirm the address where the installation is needed Access DStv website to search for the installer details 3. Inform the customer that certain products cannot be activated via the Contact Centre e.g. DStv via streaming Insurance activation – line for insurance is 011 369 4000 Billing – Rules, Processes and Clarity LG 38 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Existing customer requiring an installer If an existing customer contact us to inquire about installation, you first need to confirm if the customer details need to be updated or not and update accordingly. Confirm the address where the installation is required Requirements for creating a residential DTH customer account When creating a new customer, you will need the following: Customer’s ID number or Passport number o A copy of the above for Service Centres and Agencies Physical address (where the equipment is installed) o Proof of physical address in cases of Service Centres and Agencies Contact details like cell phone numbers, home telephone number, work telephone number and email address Payment method information, e.g., bank details if the customer will be paying via debit order. Device serial numbers (decoder and smartcard if applicable) Points to remember when activating the customer’s account You can only activate the customer’s account once they have paid the amount due (remember this is a pre-paid service) AND the payment reflects on Clarity Cash paying (direct deposits/EFT) customers need to be advised of the two (2) hours maximum turn-around-time for payments to reflect on the system. Debit order paying customers’ bank account will be debited the next Invoice Profile day o The customer should be advised of loading an Ad Hoc debit order for any added services before the debit order collection date. Never work on your own account; MultiChoice employees; relatives; friends; partner or anyone close to you unless you are given the authorisation to do so by your Manager. Otherwise, you could face disciplinary action. Non-accredited Installer ▪ Are treated as normal customers no special treatment must be given to a non- accredited installer, no exceptions! Billing – Rules, Processes and Clarity LG 39 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training ▪ Must obtain written or recordable permission from the customer in order to transact on their behalf, even if it is for non-financial transactions. ▪ The name of the installation company, their contact details and the name of the technician transacting on the customer’s behalf must be captured on Clarity in some form or another o Add an interaction or upload a document with details DStv Accredited Installer: Any DStv Accredited Installer calling the Contact Centre must be encouraged to use the following touchpoints in the order listed below: ▪ Field Services Installer Application ▪ Contact their Regional Technician on a cell phone or via email ▪ Contact Field Services support team ▪ Contact Installations Support Manager ▪ Contact Field Services Manager Any DStv Accredited Installer refusing to use any of the above touchpoints must be treated as a non-accredited installer and the above “Non-accredited Installer” rules or processes will apply no exceptions! Contact Field Services support team - [email protected] - Operating Hours: Monday – Saturday, 08:00 – 19:00; Sunday and public holidays, 09:00 – 16:00 3rd party cannot open a new account on behalf of the customer. An exception is made in cases of Accredited DStv Installers- o you would need to verify the Installers accreditation details before you continue to open a new customer account. Billing – Rules, Processes and Clarity LG 40 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training o Then load the accreditation number and the Installer Company name in your Interactions. Billing – Rules, Processes and Clarity LG 41 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Create a Quote You can provide a quote to a customer for subscriptions and hardware before the customer even contracts with MultiChoice and will know exactly what they are signing up for and what the total cost will be. The Quote process is a pre-sales activity in Clarity that is applicable to Residential Customers. The purpose of having a Quote is to: ▪ Give a potential customer an estimate of the cost of the required purchase. ▪ Allow the customer to buy serialised and non-serialised devices over the counter. ▪ Reconcile over the counter sales. Sales Quotes are only valid for 7 days and are not applicable to DStv Agencies. Let us look at the process of creating a Quote in more detail. Create Quote 1. Select the (Create Quote) hyperlink from the “Clarity” Home Page. 2. The (Create Quote) screen will appear, select the customer type. Billing – Rules, Processes and Clarity LG 42 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training 3. Select the package as per the customer’s request in the (Select Devices) options list. The customer has the option of paying on a month-to-month basis or take up the subscription on a contract basis. Select the contract term where the customer would like the subscription on contract. (Discounts on contract subscription varies according to the term selected). 4. Select the customer’s preferred invoice period Note: Subscription information defaults to “Monthly”. You can change this to “Annually” on customer request. 5. XtraView is ticked where the customer would like an XtraView setup, and you can select the number of viewing environments. 6. Select the devices, insurance and Access fees as per the customer’s request in the (Select Devices) options list then Add to basket. Billing – Rules, Processes and Clarity LG 43 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Then Generate Quote Click on Generate Quote Billing – Rules, Processes and Clarity LG 44 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Once you have generated the Quote, the (Quote Generated) screen appears. Click the (Send) button to send a copy of the quote created, to the customer by either email or SMS. Billing – Rules, Processes and Clarity LG 45 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training On the same screen when in the Service Centre, you can use the above options to: Print Quote and hand it to the customer You could use the Pay Now option if the customer is only purchasing serialised and non-serialised items. Accept Quote If the customer still wants to consider the quote, you can select Save Quote. Note the quote is valid for seven days. If you select the Accept Quote button, a pop-up screen will appear asking you whether you would like to create a customer account. If “Yes” is selected, the system will direct you to the Create Residential customer screen. 1. When you select Create Customer at the end of the Create quote process, the action initiates the Create a Residential Customer process. 2. The customer needs to Accept the Terms and Conditions before you can proceed with creating customer’s account. Billing – Rules, Processes and Clarity LG 46 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Create a Residential Customer account Complete ALL Mandatory fields with customer’s information. If you input customer’s basic information during the Create Quote process, this information is pre-populated at this stage. Address Information: You need to type in the Street name, and addresses will be populated. Then select the correct option. Once you select ALL other information pre-populates except the Street Number, this you should manually complete. Once you have typed in the Street number, click the submit button. Where address cannot be found, the address cannot be validated: Politely request the customer to spell the street For street numbers that are out of range, capture up to the last number in the range, validate the address, then change the house number after the address has gone through the validation Should the street address still not be found, you can override the address only on a street level In instances where the suburb and city are not found, these cases Billing – Rules, Processes and Clarity LG 47 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training should be escalated to your supervisor to verify & override if necessary Method of payment Confirm the method of payment and payment day (IP day) with the customer. Where the customer chooses the Debit Order option, then complete the banking details in the fields as shown below. Note: Debit Order is our preferred method of payment (MOP). The method of payment on the General account would be the default method for other financial accounts. E.g. BoxOffice and Holiday home. Billing – Rules, Processes and Clarity LG 48 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Points to remember during the initial activation of customer account All new activations have 15-days grace period for payment o Debit order paying customers’ bank account will be debited the next invoice profile day o Cash paying customers are advised to make the necessary payment within 48-hours of the account is activated (remember from system point, there is a 15-day grace period). When loading the bank details, the universal branch code of the five major banks will auto- populate the relevant fields on Clarity e.g. ABSA, 632005 Authority to Transact Customers have the option to nominate Household Member/s and give them the authority to Transact on their account. When the customer nominates a household member, you need to complete the related required fields. Household Member with authority to Transact: The household member can make updates/changes that have a financial impact on the customer’s account. Household Member without authority to Transact: The household member cannot make any financially related requests on the customer’s behalf. Once ALL required fields are completed, click submit. Billing – Rules, Processes and Clarity LG 49 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Click Save Customer after completing household members Caller/requestor Actions Account Holder Has the full access to the account. Is the only one that can change the account holder’s personal details. Authority to Can do anything on the account, except changing the Transact account holder’s personal details. Has almost full access to the account. E.g. can do any financial transaction on behalf of the account-holder. Household Member You only assist them with Box Office movie/s charged for, but not received. Technical queries where the account must be accessed to assist the requester Someone with No You only assist with the clearing of error codes from the Authority to Quick Fix Error Bar. Transact Only the smartcard number required. Billing – Rules, Processes and Clarity LG 50 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Verification and security checks Required for verification (on answering the call): Verification should be done on all calls. you must verify the identity and name of the caller. You must be specific and ask the person on the other line “are you the account-holder”. If account holder: Name, initials and surname of the caller and Cellphone Number For the third party: Name and relationship to account holder and initials and surname of the account holder and Cellphone Number When a customer calls in, for you to click the Verified Button on Clarity, you need to confirm the initials and surname on the account. Security Check (also referred to as Consumer Protection Act/CPA) is required: o before updating the cell phone number, under no circumstance should you update the cell phone number without asking the security check questions. o once the reason for the call has been understood and MUST be completed before the resolution of the query. Security Check is required in these situations: Billing change transactions Loading or amending of debit order Parental code reset Database Cleanup (DBC) updates Sending a statement The details required for a caller to pass the security check is for them to correctly confirm: Account holder’s ID or passport number Initials and surname Ensure that you 1 contact number are on the Verification screen 1 address to confirm these Email address is optional but encouraged details If the caller cannot remember an old cell number or their old address, please ask for other relevant information that only the account holder would know, for example o Their postal address o When last they called us? o When was their last payment? o Do they pay their account by Cash or Debit Order? Billing – Rules, Processes and Clarity LG 51 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training o Bank account details if the account is paid by debit order: ▪ What date of the month do they pay their account? ▪ What bank is your debit order linked to? If still not satisfied, refer to your Team Leader for a final decision. Please update the address details as per the new information supplied to you. Security Check is not required for technical and general calls. Full Security Check is not required with Accredited Installers as they are acting on the customer’s behalf and are permitted to do all that a customer request for. Information required from the accredited installer is: Customer’s ID number and cell phone number Initials and surname are required to be checked Accreditation number, the name of installer and Company name Check to ensure you are on the correct account If the caller cannot remember an old cell number or their old address, please ask for other relevant information that only the account holder would know (e.g. their postal address, when last they called us, bank details if the account is paid via debit order with the exclusion of a customer number and smartcard number as they are easily accessible) and if still not satisfied, refer to your Team Leader for a final decision. Please update the address details as per the new information was supplied to you. This will assist the next Service Centre Agent in future when interacting with the account. In some cases, the customer might call to reconnect, and you find the account has been reconnected already and all you need to do is send an E-16 clearing message Note: You must not share the personal information of customers. If you are found to be engaging in that practice, you will face an internal disciplinary process. Follow the guidelines below to ensure that you always do the right thing: DO NOT voluntarily give out any customer information even if they are required by the customer or whoever is contacting us on behalf of the customer. Part of our verification process is for the customer to confirm their personal information to us and verify who they are without us assisting them with the information. Billing – Rules, Processes and Clarity LG 52 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Personal details such as ID number, any telephone numbers, address, bank details, etc.… should not be voluntarily offered to callers” For you to click the Customer Verified button, you need to confirm the initials and surname on the account. Billing – Rules, Processes and Clarity LG 53 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Updating customer details We need to be in constant communication with our customers. It is important to ensure that all our customers’ contact details are correct. The customer details are updated every 30 days or three months also referred to as database clean-up (DBC). Information that should be updated: Work, cell phone and home telephone number details Email address Preferred language of correspondence The entire DBC segment must be in the correct language (e.g. if the customer’s preferred language is Afrikaans, then the entire address must be in Afrikaans) All accounts must have a residential address (e.g. If a postal address is loaded on the customer screen, ask the customer for the residential address details) Ask the customer for details if there are any blank fields such as phone numbers or email address Billing – Rules, Processes and Clarity LG 54 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Edit Customer Details Customer information needs to be updated every couple of months. A threshold is currently set at 3 months. Click on the Manage Customer hyperlink, then Edit Customer Information You can edit customer ‘s information highlighted below Personal information: you can view & edit the current customer information on the system, except for areas that are greyed out. Billing – Rules, Processes and Clarity LG 55 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Manage Viewing The Manage Viewing functionality/process allows you to view and edit the customer’s information and options relating to Smartcards, Devices, Packages, Viewing periods and Access Services. Billing – Rules, Processes and Clarity LG 56 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Upgrades and downgrades At the end of this lesson, you should be able to demonstrate the ability to use the Manage Viewing functionality: Explain the upgrade and downgrade rules Action a customer’s request for an upgrade/downgrade Billing – Rules, Processes and Clarity LG 57 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Upgrades Upgrade refers to moving from a lower tier to a higher tier product. A customer has unlimited upgrades per billing cycle and can be actioned immediately, without payment. At the time a customer upgrades a package; a charge is created and will be added to the next bill. There will be possible credit from the prorata reversal of the old product. The pro rata when a customer upgrades/ adds/ disconnects/reconnects will calculate the pro rata based on IP day and divide appropriately based on the number of days in that ensuing month/ period it covers. So, if it falls in a 31-day month it’s over 31 and if it’s a 30- day month it’s 30. Discounts and charges work on the same principle. 1. Go to Manage Viewing 2. Select Upgrade/Downgrade 3. Select the Smartcard/Device to be upgraded from the drop-down list 4. Select the new package and date to upgrade services from 5. Then click on Quote, EBQ will be created Billing – Rules, Processes and Clarity LG 58 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training 6. A quote (EBQ) is created that indicates: o Charges for a new package up to charge until date (10/09/2019 to 09/10/2019) o The reversed charges for an old package (R8.55) o The total amount required to be paid in When you click on the View Details button, you will get more detail on the quoted line, including service dates and the amount. Billing – Rules, Processes and Clarity LG 59 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Downgrade Downgrading services refer to moving from a higher tier to a lower tier product. It is only allowed at the end of the billing period [on the charge until date - CUD or IP-1]. Example: John contacts us on the 7th to downgrade from DStv Compact to Access. His IP day is on 10th, so a downgrade is allowed in on 9th. His downgrade will be scheduled for the 9th. Handling a Downgrade call When the call is received, Verify CPA (ensure you are speaking to the correct customer. Confirm the smartcard and package the customer wishes to change. Should the customer wish to downgrade follow the below process. Select the desired package and complete the change. Advise the customer that the package is scheduled to the end of the customers billing cycle Important to note: check the mag-tape run (if its 3 days before the invoice date, this means that the debit order will run for the previous package although the service has been set to downgrade ) check how add on can stay on when changing package OR confirm what add on will fall away. Confirm the amount to be paid on the payment date. Upsell insurance / Fibre / Streama Update customer details where necessary Its mandatory to leave a detailed interaction on CLARITY of what transpired on the call. Greet the customer and offer further assistance before ending the call. Billing – Rules, Processes and Clarity LG 60 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Handling an Upgrade call When the call is received, Verify CPA (ensure you are speaking to the correct customer. Confirm the smartcard and package the customer wishes to change. Should the customer wish to downgrade follow the below process. Complete the upgrade. Advise the customer of the pro rata is due within 24 hours (due within 24 hours) Should the customer have a debit order, advise the customer on the amount on the next invoice date. (subscription + pro rata) Upsell insurance / Fibre / Streama Update customer details where necessary Its mandatory to leave a detailed interaction on CLARITY of what transpired on the call. Greet the customer and offer further assistance before ending the call. Billing – Rules, Processes and Clarity LG 61 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Disconnect and Reconnect Lesson outcomes At the end of this lesson, you should be able to demonstrate the ability to use the Manage Viewing functionality to: Disconnect & reconnect customer’s services Billing – Rules, Processes and Clarity LG 62 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Disconnection of services Involuntary disconnection can be actioned due to fraud/piracy on the account or due to non-payment of Disconnection refers to the account removal/cut off of customer services & can be involuntary or voluntary Voluntary disconnect will occur if the customer requests a disconnection or cancellation of services Voluntary disconnection of services is only allowed at the end of the customer’s billing period (on the charge until CUD) or IP-1]. Where the customer requests disconnection, it must be scheduled at the end of the customer’s billing cycle (on CUD). No disconnection permitted on a smartcard that has been active for less than 30 days. When a customer activates their services, they are locked in for a month until the last day of the billing cycle. When a customer activates their services, they are locked in for a month until the last day of the billing cycle If annual customer disconnects their services for four months or more, they lose their 1- month discount. The annual paying customer only needs to pay the value reflected in the quote, ‘amount to pay screen’ on Clarity for the exact amount to pay in. Billing – Rules, Processes and Clarity LG 63 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Auto-disconnects When there is an amount overdue on the customer’s account greater than the threshold (70% of the amount due), it will trigger an automatic service disconnection. This automatic service disconnection does NOT apply to Decoder Insurance on the customer’s account. Grace days are given to a customer to make payment past the payment day (based on customer segment-see Clarity screens for extra details). Auto-disconnects are executed at 04h00 on the payment due date. Cash paying customers are sent SMS & DSD message reminders to remind them to make payments on or before the due date. (No DSD reminders are sent to debit order paying customers yet) Should the customer ignore these reminders, their account (services) will then be disconnected. The account will then be in a suspended status. (Services/product status on Disconnect) Auto-disconnects are not applicable to Device Insurance product on the customer’s account Billing – Rules, Processes and Clarity LG 64 Part 1 Ver 3.2 2023/11/15 Customer Operations Functional Training Reconnection Reconnections rules Customers whose services were disconnected due to non-payment/overdue amount (involuntary disconnect), must pay the following to reconnect their services: Arrears Reconnection fee and Pro-rata The customers who requested disconnection (voluntary disconnect) does not pay any reconnection fee to reconnect and they can reconnect at any time they wish. However, they would have to pay in the full amount due before the services can be reconnected. The reconnection fee is charged per reconnect event and is associated with the highest products being reconnected i.e. linked to the customer’s segment. DStv Package Customer segment Grace Days Reconnection Fee Premium High 15 days Compact plus Compact Medium 5 days R50 M-Net GO Family Access Low 1 EasyView R10 GOtv Low low 0 R0 Customers can get a quote on the amount payable to reconnect their services using the following touchpoints: (refer to “Amount to pay” screen on Clarity) Self-Service site on www.dstv.co.za (Account balances) or MyDStv Self Service Kiosk at MultiChoice Agencies/Service Centres DSD message (REMINDER) Short SMS code (dial *120*MULTI/68584#) Payment vendors e.g. Kazang and Flash

Billing Rules, Processes, and Clarity Part 1 (MultiChoice SMS) PDF

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