Integrated Training Guide - General Customer Care V1.3

Integrated Training Guide General Customer Care

If the method of payment is cash, we will need the following supporting documents:
1. Id copy of the account holder or person requesting the refund
2. Proof of payment made
3. Proof of banking details

Click on View on the right-hand side of the transaction to view the payments details. In this
example, this was a Shoprite (cash) payment of R900.00. Supporting documents are therefore
required.

Once you have either reconciled the billing, received and added the supporting documents and /
or if the method of payment is debit order follow the below steps to request for a refund:
Click on Manage Account. Then Click on Refund under Actions

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Capture the customer’s banking details manually if the method of payment was cash. If the
method of payment is debit order, the details will auto populate. Enter the amount to be
refunded on the top left box (cannot be more than the amount in credit). Select the reason for
the capture and capture a detailed comment.

Click on Add Documents to upload the supporting documents and click on Refund on the bottom
right hand side to submit the request for the refund. The system will only give the option to add
documents option if the method of payment is cash.

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If method of payment is debit order and the refund is because of a cash payment, the system will
not prompt you to upload documents however they are still necessary. Capture the refund as per
the above steps and manually upload the documents onto the account.

To upload the documents, go to Manage Customer, click on Customer Documents

Click on Add Documents and select the saved documents in your folder. Repeat this for each
document as we cannot upload multiple documents at once.

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Once all the documents are added, click on Upload Documents. The system will save them. The
status will change from QUEUED to DONE.

To view the documents, click Manage Customer and select Print Documents

Inform the customer of the relevant turnaround time. If the amount is R1000 or less, turnaround
time is 3 working days and if the amount is more than R1000 the turnaround time is 7 working
days.

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Upgrade & Downgrade

Upgrade & Downgrade Process & Work Instructions

Upgrade

Upgrade refers to moving from a lower tier to a higher tier product. A customer has unlimited
upgrades per billing cycle and it can be actioned immediately, without payment. There may be
possible credit from the pro rata reversal of the old product.

Where the customer does not have sufficient credit, they must be advised to make the expected
payment (subscription for the higher package) on the same day to avoid disconnection of services
before the upgrade can be actioned on Clarity.

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

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Understand which package the customer wants to upgrade to and on which device if there is
more than one on the account. Give the customer information on the different packages and
prices. Once the customer has opted for a package, inform the customer of the T’s & C’s.
Customer has a 30-day month to month subscription with us. It starts on your current IP date and
runs until the next month, the day before your next IP date. During this time, you may activate or
upgrade to any package. A pro-rated amount will be billed at the point of activation or upgrade
and must be paid within 24 hours. Customer can then downgrade or disconnect the services at the
end of the cycle. This can either be scheduled in advance (after payment is received) or customer
can call us on the IP date to action immediately.
To action the customer’s request, go to Manage Viewing

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Click on Upgrade/Downgrade

Select the smartcard in question
Select the package the customer is upgrading to

Click on Quote on the bottom left hand side of the page. A Quote Summary will drop down

Inform the customer of the amount quoted and due for payment within 24 hours. Offer an ad-
hoc debit order as method of payment. If the customer agrees to an ad-hoc payment or confirms
payment will be made within 24 hours, complete the request by clicking on Complete Package
Change.

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If the customer advises that they cannot pay, click on Reject Quote. Do not leave the quote
pending as it may result in incorrect billing. If the customer attempted to upgrade on self-service
and there is no credit on the account, the device will be on Pending Upgrade status. You will have
to reject the quote generated on self-service under Amount To Pay and process the upgrade
from Manage Viewing.
If there is enough credit in the account, you can go to Amount To Pay, unselect the Box Office /
Holiday Home Financial Accounts and click on Use Credit and then Pay Now

Then the below will pop up. Confirm that you would like to use the credit in the account for the
upgrade request by clicking on Yes

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The Quote will then be fulfilled and the changes to the package processed.

Upgrade confirmed under Manage Viewing

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Downgrade

Downgrading services refers 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)

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

Once the customer has opted for a particular package, inform the customer of the T’s & C’s.
Customer has a 30-day month to month subscription with us. It starts on your current IP date and
runs until the next month, the day before your next IP date. During this time, you may activate or
upgrade to any package. A pro-rated amount will be billed at the point of activation or upgrade
and must be paid within 24 hours. Customer can then downgrade or disconnect the services at the
end of the cycle. This can either be scheduled in advance (after payment is received) or customer
can call us on the IP date to action immediately.

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To action the customer’s request, go to Manage Viewing

Click on Upgrade/Downgrade
Select the smartcard in question

Select the package the customer wishes to downgrade to and the click on Quote. A confirmation
pop-up will reflect confirming the package that will be downgraded and the date of execution.
Advise the customer that the existing package will stay active until the date listed on the
notification (which is also the next IP date). Click on Yes

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To confirm that the downgrade has been scheduled, Click on Manage Viewing and then
Scheduled Changes. This option can also be used to delete scheduled events if the customer
request to cancel any.

Advise the customer of any amount due on the IP date or immediately (within 24 hours).

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Reconnect & Disconnect

Reconnect

Reconnection 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
✓ Pro-rata

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
High 15 days
Premium R50
Extra Medium 5 days
Compact R10
M-Net GO Low 1 day R0
(M-Net Analogue) Low Low 0 days
Select
Family
Access
EasyView
GOtv

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Customers can get a quote on the amount payable to reconnect their services using the following

touch points:

✓ Self-Service site on www.dstv.com
✓ DSD message (REMINDER)
✓ Short SMS code (dial *120*MULTI 68584)
✓ Payment vendors e.g. Kazang and Flash
✓ Retailers e.g. Checkers, Spar etc.
✓ Self Service Kiosk at MultiChoice Agencies / Service Centres

Auto Reconnections

Clarity allows for automatic reconnection of services (auto-reconnect) on the account when the
customer has made the total payment due before the next IP day. The auto-reconnect option
must have been selected / ticked for this function to work.

Use the Amount to Pay functionality on Clarity to determine the full amount due.

Pro-Rata Subscriptions Charges

The DStv pro-rata subscriptions are applicable when a customer activates (or reconnects) their

services on a date before the IP day. It is calculated and added to the fees for the following

month’s subscription. This amount will be calculated on the Amount to Pay functionality on

Clarity:

➢ If more than 5 days to IP day, customer is charged pro-rata only
➢ If 5 days or less to IP day, customer is charged pro-rata + a full month’s

subscription
➢ Remember to advise the customer to pay the amount due via any of our

payment methods within 48 hours from the day of the event
➢ The system automatically calculates this amount

When a customer wishes to reconnect their services before their IP day, they need to pay the
pro-rata subscription of the number of days left in the month before the payment day.

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Reconnection Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

Go to Manage Viewing to check the device status (services might be active, but customer is
getting an error). Advise the customer of the status of the device e.g. disconnected, active,
request disconnect, etc.

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Check the monthly IP date and method of payment. Go to Manage Account and click on Edit
Payment Details. It is important that you inform the customer of their monthly subscription, IP
date and method of payment so that they avoid disconnection in future. Then click on View
Financial Transaction to see if the customer has made a payment and if it is reflecting. A
customer might have already made the payment even if it is not reflecting under the financial
transactions. Please follow the payment allocation process.
To reconnect services, click on Manage Viewing and click on Reconnect

Select the smartcard number the customer would like connected from the dropdown titled List of
Smartcard/Devices. Click on OFF and it will turn ON. If the payment is pending allocation, tick the
Payment already done box then click on Quote

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A Quote Summary will pop up at the bottom of the screen. Click on Accept Reconnect and
confirm viewing with the customer.

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.
Reconnect (No Payment) Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information and update any details that may have changed provided
it is the account holder calling. If it is a 3rd party, their name & relation to account holder must be
included.

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Agent selects Manage Viewing to check the device status. Advise the customer of the status and
what it means. Advise the customer that we cannot reconnect without full payment.

Depending on the status of the smartcard, click on to Amount to Pay on the top right-hand side
corner of the page

If the device status is on Disconnect or Request Disconnect, Amount to Pay will only reflect the
overdue balance.

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To give the customer the amount due to pay to reconnect services include overdue balance +
reconnection fee + subscription for viewing + forward billing (if IP date is within 5 days), if not
do not include the forward billing.
Go to Manage Viewing and Select Reconnect

Select the smartcard in question

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Click on OFF and then Quote

ON will turn green and at the bottom of the screen a Quote Summary will come up

Give the customer the amount due and advise we can only reconnect once full payment is made
as a customer pays in advance and not in arears.

Offer the customer a debit order option as method of payment.

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Reconnecting Services Without Payment

You can reconnect services without payment under the following conditions only:

1. The customer received the incorrect amount to pay
2. Proof of payment has been received, however, the payment does not reflect on the

account e.g.
a. payment was made over 3 days ago but cannot be traced;
b. payments not reflecting real-time or delayed payments e.g. retail payments
c. Banking details updated after debit order run or debit order returned

3. Ad-hoc debit order payment made after cut-off period at 15h00

Customers are given grace days in which to make payment:
➢ Residential customers – 5 days grace period
➢ Specialist customers – 3 days grace period

If the total payment due is still not made on the account within the grace period, the customers’
services will be disconnected, and the customer charged a reconnection fee. Search for the
payment using the information given by the customer and allocate it to the customer’s account
when found. Then reconnect the services.

Various Scenarios & What To Do:
1. Reconnect where payment cannot be traced:
✓ Inform the customer to send the proof of payment to [email protected]
✓ Reconnect customer’s services

2. Reconnect where payment is unallocated:
✓ Inform the customer to send the proof of payment to [email protected]
✓ Reconnect customer’s services

3. Reconnect after customer has short paid (paid less than the amount due):

✓ Verify the amount paid by the customer
✓ Check customer interactions to see if the customer has said they have made

payment or short paid before
✓ Reconnect the services if the value of the quoted / due amount for reconnecting

the service is not more than the value of the reconnection fee for the highest
product the customer is on e.g. DStv Premium at R50 or DStv EasyView at R10
✓ Advise the customer of the correct amount due and reconnect the services

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4. Reconnect after full payment has been made but there was / is no quote generated:
✓ Check the Product Status
✓ It should be on Disconnect Pending Reconnect
✓ Check the quote under Manage Account
✓ Check if the status is rejected /pending / fulfilled or replaced
✓ Go to Amount To Pay screen to check if there is a quote pending
✓ If there is not quote or EBQ has lapsed escalate to your Team Leader for assistance

5. Reconnect using Ad-Hoc Debit Order for the first time:
✓ Where the debit order was returned for the 1st time & the customer wants to pay
via an ad-hoc debit order. Advise the customer to use another method of payment
or use different bank details for the ad-hoc debit order
✓ You can only reconnect once payment has been made using a different payment
method or banking details

6. Reconnect where payment was not made:
✓ Do not reconnect the customer’s services if payment has not been made
✓ We do not make payment arrangements

Reversing Reconnection Fee If Incorrectly Billed

Where the reconnection fee was billed incorrectly, a reversal must be done e.g. an account with
multiple services where reconnection fee is charged per service in error. Instances where
reconnection fee may not be charged on the account:

➢ Where a customer has two or more smartcards (excluding customers with XtraView
services) and keep one smartcard constantly active, they can reconnect the services on
the second smartcard as & when they need to

➢ MultiChoice has made an error on the customer’s account and has incorrectly
disconnected their services

➢ The customer has made a payment on the account before the services were
disconnected but the payment did not reflect

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Disconnect

➢ 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

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

Auto-Disconnects

When there is an amount overdue on the customer’s account greater than the threshold (50% of
the amount due), it will trigger an automatic service disconnection. This automatic service
disconnection does NOT apply to DCC products on the customer’s account.

Grace days are given to a customer to make payment past the payment due day.

Auto-disconnects are executed at 04h00 on the payment due date. Cash paying customers are
sent an SMS & DSD message reminder to make payment on or before the due date.

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Should the customer ignore these reminders, their account (services) will be disconnected. The
account will then be in a Suspended Status.

Auto-disconnects are not applicable to the Decoder Insurance product on the
customer’s account
Disconnection Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

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Ask the customer why they would like to disconnect their services:
➢ Billing and service complaint - try and resolve the customer complaint
➢ Miscellaneous - advise on business rules around temporarily disconnecting (disconnection
can either be scheduled for a specific date or processed on the IP date)
➢ Affordability issues – advise customer of lower cost packages to downgrade to

Inform the customer that they are still liable for the full amount due for their current billing cycle.
If you are unable to retain the customer, transfer the call to the Last Mile team on UAD (between
8AM and 8PM daily) or if before or after 8AM and 8PM daily schedule the disconnection on the
system and load a Churn Win Back lead on I-Connect SA.
Scheduling Disconnection On Clarity
Go to Manage Viewing and select Disconnect

Select the smartcard number the customer would like to disconnect from the dropdown titled
List of Smartcard/Devices

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Click ON and it will turn OFF. Click on the Disconnect option at the bottom right-hand corner

The system will now prompt for confirmation and tell you when the disconnection will be
processed (based on the IP date).

Click on Yes to confirm the schedule

A confirmation pop up will appear. Click on OK

To confirm that the disconnection has been scheduled go to Scheduled Changes under Manage
Viewing. All scheduled events are displayed there.

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Log a Churn Win Back lead on I-Connect SA using the below link:
http://iconnectsa/CustomerCare/Pages/Home.aspx

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

Voluntary Suspension – Annual Paying Customers

Annual customers can voluntarily suspend their services up to 3 times in a 12- month cycle – no
refunds are allowed during this time.

The customers’ charge will not change, however, the CUD is extended by the number of days. i.e.
60 days.
NOTE: DO NOT disconnect services but SUSPEND

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DStv Mobile services (where available) also need to be paid 12 months in advance
NOTE: DO NOT disconnect services but SUSPEND

✓ Go to Manage Viewing
✓ Select Suspend-Cancel packages
✓ Select the Suspend radio button
✓ Select the smartcard to suspend services for

Select service to suspend, switch from ON to OFF, and then click on Suspend packages button

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Click Yes to complete the action

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Change Of Ownership

Change of ownership occurs when a device(s) change ownership from one customer to a new or
existing customer.

Rules
Services & Device Statuses

➢ Services on the customer’s account must be cancelled or disconnected before proceeding
to process the change of ownership. Where services are still active when processing the
change of ownership, the ownership change will be scheduled for the last day of the
current customer’s billing cycle

➢ Device must be set to Available For Use. If the device is in XtraView, the link should first
be broken to proceed with the request

Remember the following before you can proceed to process a change of ownership request:
➢ You cannot perform Change of Ownership on devices with the below statuses:

• Stolen
• Fraudulent Devices

Scenarios & Documents Required

1. Brand new activation for a customer given a device belonging to an existing DStv customer
2. Brand new activation for a customer who purchased a 2nd hand device at a pawn shop /

another 2nd hand retailer
3. Existing customer is given a device by another party
4. Existing customer buys a device from a 2nd hand shop

✓ Completed Change Of Ownership Form
✓ Proof of identification of the new owner
✓ Proof of purchase / receipt if bought at a 2nd hand shop
5. Deceased customer has left the device to another party
✓ Letter from the Executor of the deceased estate or Letter Of Authority

obtained from the Master of the Magistrates Court if it is a family member
OR proof of purchase if the deceased is a non-family member
✓ Completed Change Of Ownership Form
✓ Proof of identification of the new owner

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Change Of Ownership Form
The change of ownership form is available on DStv.com. and at our Service Centres
& Agencies

Example: Letter Of Authority

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Proof Of Identification Accepted
➢ If we have the customer’s ID number on Clarity, we require a copy of ID / Driver’s
License. Ensure that you check the license expiry date as an additional form of
validation of the proof of identity
➢ If we have the customer’s passport number on Clarity, we require a copy of their
passport

Accounts In Arrears
If the arrears on the account is less than / equal to R1 000, you can continue to process the change
of ownership. Advise the caller to inform the previous owner that even though we are processing
the change of ownership we still need to collect the amount due on their account.

If the arrears on the account is more than R1 000, the request should be passed on to the Fraud
department to investigate for fraud.

➢ You need to upload the documents onto Customer Documents on Clarity
➢ Send an email with the customer details, arrears amount and completed change of

ownership to Billing & Collections to check for fraud
➢ If the fraud department can’t identify any fraud on the account, they should give the

instruction that the change of ownership can be processed
➢ Simultaneously the collection process should be kicked off
➢ If fraud is identified on the account, the fraud process will kick off and the change of

ownership will not take place. Both the previous and new customer will be informed
by the Fraud Team

A change of ownership cannot be performed for a decoder on Price Lock. The customer must
settle the amount for the decoder that is on contract first.

Change Of Ownership Request Process & Work Instructions

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Access the account using their ID, smartcard, email or cell phone number. Agent to confirm
initials and surname of the account holder, to whom they are speaking to on the call and if it is
not the account holder, the person’s name & relation to the account holder.

Ask the customer how they came to acquire the device:
➢ Inherited - Inform the customer that they need to submit a copy of their ID, the
change of ownership form and a letter from the estate executor
➢ Resold - Inform the customer that they need to submit a copy of their ID, the
change of ownership form and proof of purchase for the decoder
➢ Gifted - Inform the customer that they need to submit a copy of their ID and the
change of ownership from. If the decoder has insurance, the original owner
needs to call the insurance department to cancel the insurance on the decoder

✓ Inform the customer that the change of ownership from is available on the DStv website
(www.dstv.com) or at any of the DStv walk-in centres

✓ Inform the customer to send all supporting documents via email to
[email protected]

✓ Inform the customer that the turnaround time for the change of ownership is 48 hours.

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction under

Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Cancellation

Cancellation Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

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Confirm if the customer wants to cancel permanently or disconnect temporarily and check why?
These are two different processes however a customer may not relay the request in that way.

1. If the customer wants to cancel due to a billing or service complaint attempt to resolve
the complaint and avoid the cancellation. If unable to resolve the complaint, follow the
relevant escalation process e.g. misallocated payment where the proof of payment can
be obtained, and the payment allocated. If the customer is unhappy about the service
received escalate to a Team Leader to intervene.

2. If the customer is cancelling due to affordability issues, offer alternative packages first
e.g. SPL24 or Price Lock to avoid a price increase. If unable to resolve the query, transfer
the customer to the Last Mile (Retentions) team via the UAD (this can only be done
between 08:00AM to 20:00PM Mon to Sun) If the customer called before or after the
Last Mile (Retentions) team operating hours, log a Churn Lead on I-connect SA.

http://iconnectsa/CustomerCare/Pages/Home.aspx

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

Cancellation Request - Deceased Estate

Please advise the caller that we require the letter of executorship which must be e-mailed
to [email protected].
Once received, the account will be cancelled by the finance team.

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Clearing Errors

Clearing Error Codes Process & Work Instructions

When clearing error messages on a customer decoder, specific decoders will display different
error codes e.g. E16, E17, E30 etc.

Access the account using their ID, smartcard, email or cell phone number. Agent to confirm
initials and surname of the account holder, to whom their speaking to on the call and if it is not
the account holder, the person’s name & relation to the account holder.

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Ask the customer what the error code is, what message is displayed and on which device (if there
is more than one device on the account). Remember to check if there are any delays with re-
auth-commands being sent to devices.

To check for any delays, click on Utilities

The Queue Monitor should not have high stagnant numbers. Keep refreshing to see if it clears. If
not, advise the customer to leave the device on and once the traffic clears, the error should clear.

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If it’s an error that can be cleared on the system:
✓ From the Home Page, enter customer’s device number or smartcard
• Errors clear much faster when using the device number
• Where customer only have the smartcard number, check the device number under
the Manage Viewing functionality
✓ Select the appropriate error code from the drop-down list

✓ Click Clear Error
✓ Click OK on the confirmation message

Confirm picture with the customer. If picture is not restored, attempt trouble shooting.

You must check under CSI Logs (under View Next to the device with the error) to make sure that
the error command has played out successfully. If the command played out successfully there will
two messages for that command – Sent & Received

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Where the E16, E17, E19, E30 and E32 Digital Reset is sent, the command will be “IS20-SOFULL”

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.
Clearing of error codes is discussed in more detail in the Error Codes & Troubleshooting section.

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Module 5

Price Lock

Topics

 Onboarding
 Activation
 Payments
 Billing
 Manage Queries & Complaints
 Cancellation

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Onboarding

Business Rules

DStv Price Lock products allowed:
Only 1 credit product allowed to take on one credit vetting score i.e. for each
product the customer takes on credit, separate credit vetting is done.

A customer is allowed 3 open applications at any one point.
➢ An Application is complete when the status is either Approved, Overridden or
Expired
➢ Any other status means the application is still open

If there are 3 open applications, then a Service Agent is expected to update the current open
application/s so that Approval status can be achieved where applicable.

Any application that is not Approved or Overridden after 15 days moves to an NTU Status.
This still allows the application to be updated.

After 45 days (30 days after NTU), any application which is not in either an Approved or
Overriden status will become EXPIRED. It is at this point that the customer must make a new
application and no update can occur on the expired application.

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Upgrades & Downgrades
➢ Downgrades and upgrades are allowed
➢ Upgrades are allowed to the highest package
• Check on Clarity which is the highest product the customer qualifies for
➢ The product will be upgraded / downgraded to a like for like package
• Installation package  Installation package
• Non-installation package  Non-installation package
➢ Scheduler rules apply for Downgrades
➢ Requests must be escalated to Business Service Desk via the Team Leader

Statements
➢ The customer is sent 1 statement per year on the anniversary of the inception of the
DStv Price Lock
➢ You can also generate the statement for the customer, which will include all the
financial accounts

Onboarding Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

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Advise the customer of the pre-requisites:
✓ Method of payment must be a debit order
✓ Account must be active and not in arears

Log a Price Lock lead on I-connect-SA using the below link:
http://iconnectsa/CustomerCare/Pages/Home.aspx

The Sales team will call the customer within 48 hours to take them through the application
process. During the application, internal and external vetting will be done. If the application is
successful, the decoder will be delivered within 3 working days. The customer must get the
decoder installed and call to activate the decoder within 15 days of delivery or the decoder and
services will auto activate, and billing will commence regardless.

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At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

Application Scenarios & What To Do

Scenario What Happens What To Do
The customer has • SMS not received so
sent an SMS using • You need to probe the customer on the
free SMS MultiChoice is not aware of the SMS type they have sent
customer’s request
Customer sent SMS • The customer does not get an • Inform the customer that free or bundle
to incorrect SMS SMS response SMS’s do not apply
shortcode • No lead loaded on the
Outbound system • Verify that the customer meets the
Enquiry on qualifying criteria
customer touch • SMS sent to incorrect queue so
points MultiChoice is not aware of the • Load a Payment Plan Hot Lead via I-
customer’s request Connect SA
The customer has
sent an SMS but has • The customer does not get an • Check Interactions on Customer Account
not been called SMS response for the Sales Update

• No lead loaded on the • Verify that the customers meets the
Outbound system qualifying criteria

• Customer wants information • Load a Payment Plan Hot Lead via I-
on touch points available Connect SA

• Outbound Sales team working • Refer the customer to the Online
hours are between: application on DStv.com (Self Service)
08h00 to 19h00 on weekdays
09h00 to 14h00 on weekends • Walk-ins – give the customer information
on the different options available, what
• Cases where Outbound has a hardware & services the customer
backlog or the customer was receives
not called back within the 48
hours (SLA) • Explain to the customer that the contract
is for 24 months

• Verify that the customer meets the
qualifying criteria

• Load a Payment Plan Hot Lead via I-
Connect then a customer call-back will be
queued on the Outbound Sales Dialler OR

• Advise the customer to complete the
online application on DStv.com

• Determine the time the customer sent
the SMS for the 48hr SLA

• Advise the customer of the 48-hours turn-
around-time to be contacted once the
SMS has been received

• Check interactions on Customer Account
for the Sales Update

• Existing customer - leave an interaction &
escalate a lead via I-Connect SA

• Advise the customer to complete the
online application on DStv.com

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Scenario What Happens What You Should Do
Customer is • Customers will be contacted from a
contacted • Inform the customer that
010 number MultiChoice will contact them
The customer does using 010 number
not meet the • Outbound agent cannot proceed
qualifying criteria with the application and they will • Check interactions on Customer
inform the customer accordingly Account for the Sales Update

The customer has • Customer is referred to the DStv • Refer the customer to the DStv
not read the T’s & website to go through the T’s & C’s website to go through the T’s & C’s
C’s
The customer has • The Outbound / Sales team checks • A customer with arrears & bad
arrears on the the status of the account before debt on their accounts should be
account capturing application advised to pay the outstanding /
overdue amount on their account
• Devise Payment Plan Applications to clear the arrears
Screen / Field must be checked
after the application is submitted to
AppSmart

Existing customers: Agent completes DBC e.g. customer confirms their details, and these
New customers: are verified on Clarity.
Customer provides their details i.e. personal, address, contact details
etc.

Scenario What Happens What You Should Do
Credit vetting
declined & • Outbound agent cannot proceed • Where the customer wants
customer requires with the application additional information on the
further information decline that is not in the activity log
• The decline reason will be on the of the Payment Plan Applications
Activity Log of the Payment Plan Details screen on Clarity, inform the
Applications Details screen on customer that they must send an
Clarity e-mail to:
[email protected]
• Requests for Decline reason can
include a request for re-evaluation • Inform the customer of the 48-hour
turnaround time
Credit vetting • They are informed that for referrals
referred there may be documentation • Inform the customer that once the
required by the Credit team. This decision has been made, the
will be via the email that has been customer will receive feedback from
loaded onto the account our Credit Department

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Hardware Dispatch & Delivery

➢ A sales order is created when all the approval criteria have been met
➢ This will then trigger the delivery process of the hardware i.e. DStv Explora & the DStv

Wi-Fi Connector

Delivery Of Hardware
OTD warehouse will release the sales order and avail it to the courier company for delivery
to the customer.

Orders Processed Dispatched To Courier
Received By
10h00 Same Day Close of business on the
14h00 Same Day following business day
Saturday Next Business Day

• OTD warehouse working hours is 08h00 to 17h00, Monday to Friday
• The service being used is a ‘next day service’ which is 48-hours delivery after

dispatch (not including the day of dispatch)
• OTD warehouse will only contact the customer when there is no address or the

incorrect address was supplied

The customer receives the DStv Explora & the Wi-Fi Connector, depending on the offer

approved in their package delivered to them.

➢ Delivery of the hardware (DStv Explora & DStv Wi-Fi Connector) takes 7-10 working days if all
the criteria has been met. The DStv Installer brings the DStv Smart LNB with them along with
the Satellite Dish.

➢ Customer will receive a message when the dispatch happens
➢ Customer will receive an SMS from the courier company on the day that their hardware is to

be delivered
➢ Once the hardware is received, a proof of delivery will be sent to Clarity via SAP and the

customer's services will automatically be activated on Clarity
➢ The customer must check that the contents of the package have all been delivered

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The customer is sent an SMS with the DStv Explora serial number and the
parcel number once the hardware has been dispatched.

In addition, once the hardware is dispatched OTD hands
over the package to the courier, the event will be loaded to SAP and updated
on Clarity

The Customer is required to sign the Proof of Delivery (POD) document to confirm
receipt of the hardware. The Courier will return the signed POD to the Courier
Office, and once captured, it will start the customer billing process on Clarity.

Installation Of The DStv Explora

Once the customer receives the decoder, they must arrange installation of the hardware with a
DStv Accredited Installer within 14 days of delivery. On the day of the installation, the customer
or the installer must call in to activate services on the DStv Explora.
Where the installation is not done, auto-activation of services will kick in after the 14 days’ grace
period.

➢ For non-installation products, customers must arrange the installation (preferably with
accredited installers) at their own expense

➢ For installation products, the customer needs to arrange the installation with an Accredited
Installer who is assigned to / able to do DStv Price Lock installations immediately after the
delivery of the DStv Explora

The list is available on the dstv.com site.

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Alternatively, customers can also use USSD to find Accredited Installers (*120*dstvsa# or
*120*378872#). Where the customer utilises an Installer outside the list, they will be responsible
for all the cost of the installation based on agreed rates with their Installer.

The installation is a standard 1-point installation for the DStv Explora only.

➢ Installation comes with a 3-month warranty on workmanship only
➢ Should the customer want a more complex installation, the additional work will be done at

MultiChoice-controlled pricing, but the customer will have to pay the difference to the
Accredited Installer directly. There may be a call out fee at the customer’s cost depending on
the area where they live, as there may not be an Accredited Installer located close to them
➢ Installation excludes the router setup, as the router setup is automated remotely (plug &
play)

Scenario What Should Happen What You Should Do
Customer wants a Additional work will be done at Inform the customer that they
more complex MultiChoice-controlled pricing. Customer need to discuss the pricing with
installation must pay the difference to the Accredited the installer
Installer directly
No Accredited There may be a call out fee at the
Installer close to customer’s cost depending on the area
where the customer where they live
resides
DStv Smart LNB faulty Smart LNB's can be swapped by DStv
Installers at the nearest DStv Agency &
they have a 12 months’ warranty

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Activation

Activation Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account
holder. Full CPA still to be done.

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Confirm that installation has been done. If not refer the customer to the website to find an
installer or search for an installer on the customer’s behalf. Activation should be done after
installation as billing starts at the point of activation.
Confirm with the customer if the existing decoder / package should stay active. If yes, advise the
customer that we will bill for the Prick Lock subscription as well as the active subscription. If no,
please cancel the old service.
To cancel the service, go to Manage Viewing and select Suspend – Cancel Packages

Select the smartcard number from the list, click on ON (it will turn to OFF) and click on Cancel
Package

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