customer interaction - mr tv antenna

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Issue 5.3.1 23/03/2015 Controlled Document – No Unauthorised Copying of 28

Chapter 1 Customer Interaction

Domestic Installation Manual


Implementation Approval Documentation Owner

Adam Brown Field Operations Quality Manager

Customer Installations

ISSUE: V 5.3.1 IMPLEMENTATION DATE: March 2015

Controlled Document - No Unauthorised Copying

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PAGE INTENTIONALLY BLANK

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Amendments and changes Version

Date Nature of amendment Author Contributions

Draft 2.0 01.10.2003 Digital Update Release Peter O’Connor

Draft 2.0 01.11.2003 Pilot Release Peter O’Connor

Draft 2.0 01.12.2003 Pilot Release Peter O’Connor

Draft 2.0 01.01.2004 Post Pilot Release Peter O’Connor John Mitsios

2.0 01.03.2004 Commercial Release Customer Installations

3.0 01.10.2004 Amended Release Morris Ruberto John Mitsios



Installation Solutions Team

Draft 4.1 01.02.2008 Amended Release Installation Solutions Team


Draft 4.2 04.02.2008 Amended Release Installation Solutions Team


5.0 05.09.2008 Amended Release Installation Solutions Team


Draft 5.1 TBC Amended Release Installation Solutions Team


Draft 5.2 TBC Amended Release Installation Solutions Team


5.3 09.09.2013 Amended Release Installation Solutions Team


5.3.1 23.03.2015 Amended Release Customer Installations

Customer Installations

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Chapter 1 – Customer Interaction

Table of Contents

1.0 First Impression 6

1.1 Order Fulfilment 7 1.1.1 Contacting Customers and Attending Appointments 7 1.1.2 At Customer Premises 8 1.1.3 Recovery of Consignment Equipment 9 1.1.4 In Field – Reusing STUs (Metro only) 9 1.1.5 Completion of Orders 13

1.2 Customer Jeopardy 15 1.2.1 Customer Not in Attendance 15 1.2.2 When the Customer advises that they wish to cancel the order 16 1.2.3 No Phone/No Power/No TV 16 1.2.4 Customer Reschedule Appointment 16 1.2.5 Permission Required 17 1.2.6 Pre-wire Electrician Required 17 1.2.7 Access Required 17 1.2.8 Incorrect Data 17 1.2.9 Satellite Dish Issue 17 1.2.10 Customer Never Ordered 17 1.2.11 Incorrectly Raised Order 18

1.3 Technical Jeopardy 18 1.3.1 Site Survey 18 1.3.2 Customer Rejected Installation Method Jeopardy 18 1.3.3 Third Party Approval 18

1.4 Weather Jeopardyl 18 1.4.1 Wet Weather 18

1.5 Telstra Jeopardy 19 1.5.1 Cable MDU Replan 19 1.5.2 Infrastructure 19 1.5.3 Telstra Network/Tap Upgrade Accepted 20

1.6 The Quality Process 21 1.6.1 Foxtel’s Compliance Audit 21 1.6.2 Quality Audit categories 21 1.6.3 Quality Audit Attributes 22 1.6.4 Final QA Assessment 26 1.6.5 Assessors Comments 26 1.6.6 Defect Rectification 26

1.7 QA Reporting 26

1.8 Leaving the customer 27

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1.0 First Impression The Customer Service Technician is the ‘human’ face of Foxtel. In most cases this is the only face to face contact that a customer will have with Foxtel. Therefore, it is imperative that we provide a customer with a positive, consistent and informative introduction to the Foxtel service. You, as the Customer Service Technician, have the responsibility to create a positive first impression about Foxtel to the customer. To make this easier a Pre and Post Installation checklist has been devised, ensuring that all elements of the installation, both technical and customer service orientated, are covered. Also included in this section is a Quality Audit section, detailing the quality process and the relating audit categories and attributes. The quality process ensures that the continuous improvement principle is always applied to field activities, promoting high levels of customer experience with the Foxtel product.

Always wear your photo ID so it is clearly visible at all times Carry your own pen

Pay particular attention to your personal hygiene i.e. clean hands, deodorant, etc

Make sure your vehicle is clean & in good order

You should be well groomed and any long hair should be tied back

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1.1 Order Fulfilment

1.1.1 Contacting Customers and Attending Appointments The Service Provider must ensure that the Customer Service Technician arrives at the Customer Premises within the Appointment Window. The Customer Service Technician is required to contact all Customers for all Orders in advance of attending the Customer Premises and provide an Arrival Time within the Appointment Window. The time at which the Customer Service Technician is required to contact the Customer varies depending on whether it is the first job of the day or the second or subsequent job of the day:

a) First Order of the day – The Customer Service Technician must call the Customer the night before (prior to 9pm) and provide an Arrival Time within the Appointment Window. The Customer Service Technician must not give the Customer a specific time of arrival as this may give the Customer an unrealistic expectation; and

b) Second and subsequent Orders of the day – One hour before the Appointment Window the Customer Service Technician must telephone the next Customer to provide an Arrival Time within the Appointment Window.

The Customer Service Technician must always try all Customer contact numbers and Customer Service Technicians must never leave voicemail, message bank messages, or text messages. Where the Customer Service Technician cannot meet the Arrival Time they should advise the Customer and adjust the Arrival Time accordingly. If the Customer cannot be contacted before the Arrival Time, and the Customer Service Technician cannot meet the Arrival Time, the Customer Service Technician must advise the Service Provider. The Customer Service Technician must confirm all Order details with the Customer prior to any work commencing at the Customer Premises, including (but not limited to) the work required to Complete the Order. On the Due Date during an Arrival Time telephone call with a Customer, should the Customer request a change to their Appointment Window and/or Due Date the Customer Service Technician must call the Service Provider Call Centre immediately.

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1.1.2 At Customer Premises Upon attending the Customer Premises the Customer Service Technician must:

a) greet the customer and clearly identify him/herself and provide their Service Provider Identification;

b) confirm that the person present at the Customer Premises is the Customer or Customer’s Representative;

c) confirm that the Customer or Customer’s Representative is over the age of 18 and will be in attendance at the Customer Premises while the Customer Service Technician carries out the Services at the Customer Premises;

d) if the person at the Customer Premises is the Customer’s Representative, the Customer Service Technician must check that they are authorised by the Customer to act on their behalf and to sign the Work Order;

e) provide a copy of the Foxtel Subscription Agreement (or instructions about where to find it online where the Customer has internet access and is familiar with using a device to access the internet) if the Customer has not received a copy;

f) if the Customer Premises is Heritage listed, ensure the appropriate approvals have been received by the Customer;

g) if work is required on council land or any other third party property (including, but not limited to Telstra, but excluding strata and company title property), ensure the appropriate approvals have been received; and.

h) behave in a manner which leaves the Customer an advocate of Foxtel.

Before commencing any work, the Customer Service Technician must:

a) discuss the Order with the Customer and confirm the details set out in the Order;

b) explain the details and method of the work to be carried out, and gain agreement from the Customer or Customer’s Representative to commence work at the Customer Premises. Under no circumstances should work be carried out on the Customer Premises without the consent of the Customer or the Customer’s Representative or before the Customer Service Technician has verified with the Customer or Customer’s Representative that the Order information supplied by Foxtel accurately describes the work to be carried out. If the information is not correct, the Customer Service Technician should notify the Service Provider Call Centre immediately to have the correct information updated;

c) obtain the Customer’s or Customer Representative’s agreement to survey the Customer Premises;

d) assess the Customer Premises (including areas where the lead in, isolation box or dish is to be installed, the location of the TV, etc.) and advise the Customer or Customer Representative of any concerns or existing damage to the Customer Premises and note that on the Work Order Form, and the safest method to Complete the Order;

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e) ensure the Customer’s Equipment is present and in working order (e.g. TV, Video, DVD, internet/telephone connection (if a return path is required));

f) confirm whether the Customer has Foxtel Equipment in its possession;

g) if a telephony hardwire return path is being installed, confirm whether the Customer has a security/monitored alarm connected;

h) if IP connectivity is being installed, confirm whether the Customer’s internet is functioning (where the internet is in situ);

i) discuss with the Customer or Customer Representative any specific preferences or requests in respect to the Order;

j) where a NRC is incorrect, the Customer Service Technician must contact their Supervisor to report. The Supervisor must validate the Customer Service Technician’s findings and call the Service Provider Call Centre to request the NRC amendment.

1.1.3 Recovery of Consignment Equipment

Where the Customer is moving from one Customer Premises to another and reconnecting to the Foxtel Service, the Customer Service Technician must ask the Customer to locate their existing Consignment Equipment for use at the new Customer Premises. If the Customer presents Consignment Equipment which is not for the correct platform at the new Customer Premises, the Customer Service Technician must recover and return this Consignment Equipment to the Service Provider warehouse. If the Customer is unable to locate the Consignment Equipment, the Customer Service Technician must provide the customer with the national contact number 1300 855 355 and advise the customer to call Foxtel. Customer Service Technicians will not be liable for unrecovered equipment if this process is followed and notes are left on the Work Order. The Customer Service Technician must, in accordance with the Order, replace the Consignment Equipment with Consignment Equipment for the appropriate platform at the new Customer Premises.

1.1.4 In Field – Reusing STUs (Metro only) Customer Service Technician’s are now able to reuse some STU’s on Upgrade and Downgrade Work Orders. In these situations, STU’s do not need to be returned to the Service Provider’s warehouse or Foxtel.

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Notes - This process excludes Service Call and Service Moves/Transfer Work Orders. Stocktake concessions will apply, however Customer Service Technician’s must manage their stock levels and ensure any excess stock is returned to the Service Provider’s warehouse. How to check if the STU is reusable The table below together with descriptions provide an outline identifying whether the STU can be reused. STU re-use can be classified into two categories: Wipe and Swipe Assess the cosmetic quality of the STU:

Top Cover: free from scratches and dents when viewed from arm’s length (minor scratches acceptable for Blue Spot)

Front Panel: free from scratches and dents when viewed from arm’s length

Rear Panel: all connectors (RF, HDMI, Mains Power, etc) are undamaged and are aligned with the chassis

Chassis: not scratched or dented, plastic feet are intact

Quick clean and reset the STU and hard drive. Blue Spot Assess the cosmetic quality of the STU:

Top Cover: You can reuse STU’s with minor scratches on the top cover, but only when installed where the top cover is not visible (eg TV cabinet, wall mount, many commercial environments)

Front Panel: rear panel and chassis meet the same requirements as Wipe & Swipe

Quick clean and reset the STU and hard drive, as per above Wipe & Swipe.

Wipe and Swipe (example A)

Blue Spot (example B)

Not Suitable (example C)

When to use All jobs Where top cover is not visible

Do not use – return to warehouse

Top cover Yes No - minor No – major

Front panel Yes Yes No

Rear panel Yes Yes No

Chassis Yes Yes No

Plastic feet intact Yes Yes No

How to erase the Standard iQ/iQHD hard drive when reusing a STU Press the ‘Active’ button on the Foxtel remote control unit

Select ‘Setup’

Select ‘Advanced Settings’

Highlight ‘Picture Settings’ and then type ‘0611’ followed by ‘Select’

Select ‘Full System Reset’, then ‘Select’ to delete all existing and planned recordings.

“Housekeeping please wait” will display onscreen and STU will automatically reset Hard drive is now erased.

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Note: The above process can be completed without a live signal, however it is recommended the STU’s ‘Full System Reset’ is completed while the STU is connected at the address where it is being recovered.

Important Note - Resetting the ratings

Press the ‘Active’ button on the Foxtel remote control unit

Select ‘Setup’

Select ‘Advanced Settings’

Highlight ‘Parental Control then ‘Select’

Enter the PIN ‘1234’

If you are unable to obtain the PIN, advise your Service Provider’s office who will

contact Address & Contractor Solutions (ACS) to reset the PIN

Highlight ‘Viewing Restrictions’ then ‘Select’

In ‘Viewing Restrictions’ make sure the ‘R’ rating has the ‘No symbol’

Highlight ‘Save New Settings’ then ‘Select’

The Viewing Ratings have now been reset

Note: The above process must be completed with a live signal and it is recommended

you complete it while the box is connected at the address where it’s being recovered.

As an alternative to the above, remove the smart card when wiping and swiping the

STU and ensure when reusing the STU, a new smart card in inserted.

Cleaning and labelling a reusable STU If the STU meets the above requirements, it may need a wipe over

Suitable cleaning products can be collected from the Service Provider’s warehouse (for free)

Mark the cardboard carton with the appropriate STU type for easy identification (a blue sticker is provided for Blue Spot STU identification)

Any STU’s recovered that do not meet the Wipe and Swipe or Blue Spot criteria should be sent back to the Service Provider’s warehouse using the normal STU returns procedure.

Wipe and Swipe (example A)

Top cover: free from scratches and dents when viewed from arm’s length (minor scratches acceptable for Blue Spot)

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Front panel: free from scratches and dents when viewed from arm’s length Rear panel: all connectors (RF, HDMI, Mains Power, etc) are undamaged and are aligned with the chassis

Quick clean and reset the STU and hard drive.

Blue Spot (example B)

Top cover: you can reuse STU’s with minor scratches on the top cover, but only when installed where the top cover is not visible (eg TV cabinet, wall mount, many commercial environments)

Front panel, rear panel and chassis meet the same requirements as Wipe & Swipe

Quick clean and reset the STU and hard drive, as per Wipe & Swipe.

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Not Suitable – return to warehouse as per usual return process

Top cover: has major scratches.

1.1.5 Completion of Orders Once an Order has been Completed, the Customer Service Technician must ensure s/he has conducted the pre-activation technical checks outlined in the Domestic Installation Manual. In addition, to Complete an Order the Customer Service Technician must telephone the IVR system or Service Provider Call Centre (or such other method as approved by Foxtel from time to time) to initialise a box hit to activate the Foxtel Service and/or when closed on the Foxtel Customer Management Systems (ViVA/CMP/FTP/Web Services) following notification from the Customer Service Technician that s/he has carried out all the requirements set out in an Order. The Customer Service Technician is required to complete the Work Order Form before departing the Customer Premises.

Front panel: has scratches and or dents when viewed from arm’s length Rear panel: connectors are damaged and/ or not aligned with the chassis.

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The Customer Service Technician must explain the purpose of the Work Order Form to the Customer including:

a) that by signing the Work Order Form, the Customer indicates their agreement to the terms of the Work Order Form (including the Residential Subscription Agreement);

b) the terms are included in the Customer’s welcome pack. If the Customer has not received a welcome pack, the Customer Service Technician is to provide the Customer with an on-line reference to obtain the terms and conditions;

c) that the Work Order Form contains details of the work carried out at the Customer’s Premises and that the Customer is satisfied with the method and quality of work completed;

d) the Customer Service Technician will then ask the Customer to sign and date the Work Order Form.

The Customer Service Technician must upon Completion of the Order, ensure that any rubbish is removed and the premises are left in a clean and tidy state. To Complete an Order, the Customer Service Technician must ensure that the information provided to Foxtel about the Order is accurate and complete. The Customer Service Technician must close all Orders in accordance with the above clauses from the Customer Premises. The Customer Service Technician must complete the Quickstart Guide and explain it to the Customer. The Customer Service Technician must educate the Customer on all aspects of the Foxtel Service such that the Customer is fully able to use all Consignment Equipment and is able to enjoy their Foxtel without needing further assistance. This includes, but is not be limited to, the following:

a) Use of Foxtel STU (e.g. on/off, parental control, reset, menu, clock settings, etc.);

b) Use and features of the Foxtel Digital Guide including:

i. viewing TV programs;

ii. browse and plan their TV viewing;

iii. order On demand programs;

iv. access interactive services;

v. record and playback TV programs (iQ/MyStar Standard and iQ HD/Mystar HD only);

vi. recording of the relevant Help Program;

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c) Use and features of Foxtel remote control including:

i. TV Guide;

ii. On Demand;

iii. Active;

iv. Planner;

v. Help Button;

vi. channel selection;

vii. navigational keys;

viii. power save options on the STU;

d) use of the Foxtel Service in conjunction with the Customer Equipment (e.g. how to view on TV or through their interconnectivity, how to record Foxtel);

e) use of Foxtel return and Digipath path;

f) use of IP services;

g) use of OPPV Service (if applicable);

h) general Foxtel information as required (e.g. channel line up, details of Customer’s package, programming highlights, use of magazine, benefits of direct debit, etc.);

i) basic troubleshooting;

j) any further questions that Customer may have.

As part of the Customer Education, the Customer Service Technician must provide the Customer the opportunity to use the Foxtel functions while in attendance.

1.2 Customer Jeopardy

1.2.1 Customer Not in Attendance Where the Customer is not in attendance at the Customer Premises, upon arrival the Customer Service Technician must telephone all Customer contact numbers from the Customer Premises. The Customer Service Technician must wait on site for a minimum of 10 minutes from their final call to the Customer. The Customer Service Technician must then notify the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm the Customer is not in attendance and/or cannot be contacted prior to the Customer Service Technician leaving the Customer Premises. The Customer Service Technician must leave the appropriate “Not in Attendance Card” as shown below in a suitable location noting the time of arrival and departure. Under no circumstances should work be carried out on the Customer Premises without the consent of the Customer or Customer Representative.

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1.2.2 When the Customer advises that they wish to cancel the order

For New Connections, where a Customer advises they wish to cancel their Foxtel Subscription Agreement, the Customer Service Technician must call the Service Provider.

1.2.3 No Phone/No Power/No TV

Where the Customer does not have any power or does not have a TV at the Customer Premises when the Customer Service Technician arrives, the Customer Service Technician must notify the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm prior to the Customer Service Technician leaving the Customer Premises.

1.2.4 Customer Reschedule Appointment

Where a Customer advises that they wish to reschedule the Due Date upon the Customer Service Technician’s arrival at the Customer Premises, the Customer Service Technician must immediately notify the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm that the Customer wishes to reschedule the Due Date prior to the Customer Service Technician leaving the Customer Premises.

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1.2.5 Permission Required

Where the Customer has not obtained any required permission including (but not limited to) permission from the body corporate, landlord or neighbour, and wishes to, obtain permission, the Customer Service Technician must immediately notify the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm the details prior to the Customer Service Technician leaving the Customer Premises.

1.2.6 Pre-wire Electrician Required

Where the Customer is required to have their Customer Premises pre-wired by an electrician, the Customer Service Technician must immediately notify their Supervisor. If the Supervisor cannot identify an alternative method of installation, the Supervisor will then call the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm the details prior to the Customer Service Technician leaving the Customer Premises.

1.2.7 Access Required

Where the Customer is required to provide access to communication cupboards, man holes and neighbouring properties, the Customer Service Technician must immediately notify the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm the details prior to the Customer Service Technician leaving the Customer Premises.

1.2.8 Incorrect Data

Where the Customer Premises address or telephone numbers are incorrect, the Customer Service Technician must immediately notify the Service Provider Call Centre.

1.2.9 Satellite Dish Issue

Where an Order is unable to proceed due to line of sight issues, where a building exceeds height requirements, and/or the MDU, Small MDU, or townhouse does not have satellite Backbone Cabling, Foxtel may be required to take further action to ensure the Completion of an Order. Once the Customer Service Technician has assessed the scope of the Order, has determined the reason for Jeopardy and it requires further action from Foxtel, the Customer Service Technician must notify the Service Provider Call Centre. The Service Provider must telephone the Customer to confirm prior to the Customer Service Technician leaving the Customer Premises.

1.2.10 Customer Never Ordered

Where the Customer has advised the Customer Service Technician the Order was not ordered, the Customer Service Technician must notify the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm prior to the Customer Service Technician leaving the Customer Premises.

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1.2.11 Incorrectly Raised Order Where the Order details are incorrect, the Customer Service Technician must notify the Service Provider Call Centre. The Service Provider must call Foxtel to have the Order details corrected and if required have the Order re-created to ensure that the Order is completed on the Due Date. 1.3 Technical Jeopardy

1.3.1 Site Survey Where a Customer Service Technician is unable to determine how to Complete an Order at a Customer Premises, the Customer Service Technician must telephone their Supervisor to advise a Site Survey is required. If the Supervisor cannot resolve the issue over the telephone, the Supervisor must attend the premises to carry out a Site Survey on the Due Date.

1.3.2 Customer Rejected Installation Method Jeopardy Where a Customer does not consent to the Customer Service Technician carrying out the proposed installation method, the Customer Service Technician must telephone their Supervisor to discuss an alternate installation method and where necessary arrange a Site Survey in accordance with the above clause.

1.3.3 Third Party Approval Where the Technical Jeopardy requires Civil Works the Technician must telephone the Supervisor to advise. If the Supervisor cannot resolve the issue over the telephone the Supervisor must attend the Customer Premises to investigate the Order on the Due Date. The Supervisor must telephone the Service Provider to place the Order on Hold with detailed notes via Web Services. Only after the Order is placed on hold can the Technician leave the Customer Premises. 1.4 Weather Jeopardy

1.4.1 Wet Weather

Where an Order is required to be rescheduled due to weather conditions, the Customer Service Technician must notify the Service Provider Call Centre, and the Service Provider must telephone the Customer to confirm the reason and to reschedule their Order prior to the Customer Service Technician leaving the Customer Premises (where the Customer Service Technician has attended the Customer Premises).

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1.5 Telstra Jeopardyl

1.5.1 Cable MDU Replan

Where an Order is unable to proceed due to Unserviceable Infrastructure in a cable MDU, the Customer Service Technician must immediately notify their Supervisor. If the Supervisor cannot resolve the issue over the telephone the Supervisor must attend the Customer Premises to investigate the Order on the Due Date. The Supervisor must contact the Homes Passed Group to obtain further information about what Homes Passed infrastructure should be at the MDU. Telstra will provide a sequence number as a record of the call. The Supervisor will then assess what infrastructure should be at the MDU compared to the Order requirements. Where the infrastructure is not present, the Supervisor must call the Service Provider Call Centre. The Service Provider must place the Order on hold for Foxtel to manage. The Service Provider must place detailed notes on the Customer Account via Web Services including the Telstra sequence number. The Service Provider must telephone the Customer to confirm prior to the Customer Service Technician leaving the Customer Premises. The Supervisor must also provide all details via email to the Foxtel Installations Solutions Team and Contractor Operations Group. Foxtel will manage the Order to Completion.

1.5.2 Infrastructure

Where an Order is unable to proceed due to Unserviceable Infrastructure at a Customer Premises that is not a MDU, the Customer Service Technician must telephone the Supervisor to advise the situation. If the Supervisor cannot resolve the issue over the telephone the Supervisor must attend the Customer Premises to investigate the Order on the Due Date. The Supervisor must contact the Homes Passed Group to obtain further information on the Serviceable Infrastructure. Telstra will provide a sequence number as a record of the call. The Supervisor will then assess what infrastructure should be situated at the Customer Premises compared to the Order requirements. Where the infrastructure is not present, the Supervisor must call the Service Provider Call Centre. The Service Provider must place the Order on hold for Foxtel to manage. The Service Provider must place detailed notes on the Customer Account via Web Services including the Telstra sequence number. The Service Provider must telephone the Customer to confirm prior to the Customer Service Technician leaving the Customer Premises. The Service Provider must also provide all details via email to the Address and Contractor Solutions Group. FOXTEL will manage the Order to completion.

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1.5.3 Telstra Network/Tap Upgrade Accepted

Where Foxtel requires Telstra to take further action to upgrade the network Foxtel will manage the Order to Completion. Once Foxtel received notification from Telstra that the infrastructure upgrade has been completed, Foxtel will contact the Customer to arrange an Alternative Due Date.

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1.6 The Quality Process The main focus of Foxtel quality expectations and processes is to ensure a quality customer experience is delivered and every aspect of the installation process, meets the required standards. The aim of this section is to:

Explain and enhance the quality expectations of Foxtel and how it fits into the end-to-end process of improvement

Explain what Foxtel require to be assessed during QA Inspections.

What the assessment results mean for the Customer Service Technician

1.6.1 Foxtel’s Compliance Audit

Foxtel may audit Service Provider’s performance in accordance with the process specified in the Domestic Installation Manual (DIM). Quality Audits will be a random subset of the proportion of Connect, Change and Service Call Orders. Foxtel will audit a random sample of Orders and provide all audit results to the Service Provider.

1.6.2 Quality Audit categories

All of the different components of an installation have been identified and broken down into each of their categories (genre or subject matter). These were developed to specifically link in with the Domestic Installation Manual (DIM). This primarily benefits both in the clarity of quality audit results as well as easy referencing for Customer Service Technicians needing improvement and when retraining has been identified. All Quality audits are recorded and entered into the Foxtel Quality Database and copies are automatically emailed to the respective Service Provider real time.

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1.6.3 Quality Audit Attributes

Each quality audit category is then broken down into general types of tasks, physical workmanship and material used. These tasks are referred to as Quality Audit Attributes (or QA Attributes) and constitute a pass or fail. All fields are a drop down option on the QA Auditors Ipad and will report as filed. The QA form will be utilised in all markets.

Satellite Network Relevant tasks

MOUNT TYPE The type is it approved for the area and meets the specifications

DISH SIZE The size is appropriate for the area and is approved

LNB TYPE The current Type and approved for use

APPROVED PARTS All Parts are on the Foxtel IPL

APPROVED COMBINATION LNBF, Dish and Mount

GOOD LOCATION No obstructions and meets the DIM requirements. Separation of mount - from power cables, roof and building structures eg. downpipes, gutters, FTA Aerial

MOUNT ASSEMBLY Assembled as per the manufacturers specifications

MOUNT ANCHORAGE Appropriate Fixing of the mount to building/roof structures, tiles adjar etc

MOUNT APPROPRIATE Correct Mount for the location and dish size.

SEALANT USED Correct types and application of sealants meets the standards required

ODU ASSEMBLY LNBF, bracket, screws, washers, bolts meet the manufacturers specifications

ODU ANCHORAGE Fixing to mount via U-bolts, flange nuts as per the manufacturers specifications

SIGNAL QUALITY AT DISH

Meets the Foxtel specifications, correct DCP levels, MER alignment & BER (with the least amount of errors) at the LNBF

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Cable Network Relevant tasks

TAP LOCATION Aerial or Underground

DROP LOCATION Aerial or Underground

APPROVED PARTS As per the Foxtel IPL

APPROPRIATE Location & type of Lead-In and isolation box, separation to other services, crossing boundary, clamp must not be in contact with gutter all work must meet the wiring rules/ compliant with the regulations

ASSEMBLY Pipe or aerial Lead-In, identification tags, isolation box, sasch clamp orientation, insulating ring and compliant

ANCHORAGE Meets the regulatory requirements across all States and Territories , eg. fixing of cable to building or pole, fixing of isolation box, separation to other services, fixing of rafter bracket, tiles adjar

DEPTH Meets the regulatory requirements as set down in the wiring rules

SEALANT USED Correct types & application - heat shrink, rubber boots, isolation box locked

AERIAL GROUND CLEARANCE

Compliant with the Regulatory Clearance rules

SIGNAL QUAL. AT TAP/ISOLATOR

As per the minimum Foxtel Specifications

Inbound Path / Cable run Relevant tasks

APPROVED PARTS All Parts are on the Foxtel IPL & use of appropriate consumables

APPROPRIATE

Crushed/kinked cable, bend radius, continuity/joins eg. barrel joiners 75 Ohm termination of unused ports/sockets Trafficable area, conduit, ducting, cavity, external, cable anchorage Device locations eg. multiswitch, amplifier, splitter Cable dressing at ODU eg. drip loop, service loop, securing to mount Use of diplexer Cable length eg. amplifier needed for more than 4 outlets 1m excess cable left in eave

POINT OF ENTRY (POE) Entry angle, drip loop, sealant

SEPARATION OF SERVICES Separation of mount - from power cables, roof and building structures and other services eg. downpipes, gutters, gas cylinders. Separation of Isolation box - from Gas meter/ regulator, gas cylinders and other services

OUTLET LOCATION(s) Location of outlet in relation to existing services eg. 240V power outlet, mounting block used

OUTLET TYPE(S) F type/Earthed, wallplate or skirt outlet used, F barrel joiner 1GHz /3GHz

FLYLEADS (OUTLET TO STU)

Approved and fitted as per the DIM eg. unapproved flooded cable

WEATHER PROTECTION Correct application/use of weather proofing components eg. amalgam tape at LNBF, if applicable the LNBF cover pulled down

APPROVED CONNECTORS Fitting of, compression, ensure all are tight and approved

SIGNAL QUALITY AT OUTLET(S)

Correct DCP levels (attenuate if required), MER & BER (with the least amount of errors) taken at the end of the RF flylead

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Return Path Relevant tasks

RETURN PATH REQUIRED Connected and checked

RETURN PATH INSTALLED Correctly installed, tested and operational

APPROVED PARTS Use of approved components and consumables for any task of interconnect

APPROPRIATE Cavity, cable anchorage

IP LEAD Correct application of, correctly connected into Ethernet, modem/router ports & 5 port switch where required, kinks in lead, lead length

PLA Correct application of, same electrical circuit, set up of PLA’s & 5 port switch where required

DIGIPATH Correct application of, set up of base and extension units

HARDWIRE IP Cavity, cable anchorage, terminations, cable bend radius

HARDWIRE PSTN Cavity, cable anchorage, terminations, terminated from socket or scotch locked

INTERFERENCE (IP/PSTN) All interference issues caused from interconnect (including ADSL, EMI, ingress and egress, separation from other services, RFI)

STU Interconnect Relevant tasks

STU TYPES As per the Contractor closure information

NO OF OUTLETS As per the Contractor closure detail

APPROVED PARTS As per the Foxtel IPL and SOW including the correct smart card type - P1/P2

STU MENU SETTINGS Set up as per the Foxtel SOW eg. Video output format, correct software version of STU, Energy Saver mode explained, Aspect Ratio

AV/RF INTERCONNECT Connected as per the Foxtel DIM and SOW, checked and operating correctly

HDMI/YUV INTERCONNECT Connected as per the Foxtel DIM and SOW, checked and operating correctly

DIGITAL AUDIO INTERCONNECT Connected as per the Foxtel DIM and SOW, checked and operating correctly

RF FLY LEAD REPLACED As per the SOW and DIM requirements with MyStar (FTA)

INTERFERENCE (STU,VCR,TV)

No perceptible interference eg. any interference issues caused from interconnect (including ingress and egress, high pass filter), STU (PACE 420) missing nut on CABLE input socket

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Post Installation Relevant tasks

WORK ORDER FORM T’s & C’s

Delivered and signed by the Customer if applicable, completion of all parts on the Order form

REFERENCE GUIDE Left on site and filled out

SIGNAL READINGS Recorded and visible on the Order form eg. signal levels at all wallplates, FTA readings in signal level or visual ratings as required

CORRECT NRC’S Job closed off with correct (or possibly fraudulent) NRC’s

Customer Feedback Relevant tasks

PRESENTATION Tech, Vehicle, attitude, professionalism

PRE CALL Check with the Customer to verify

SITE CLEAN UP Left clean and tidy ie. no dust, dirt, metal shavings, Cable off cuts or plastic.

TECHNICIAN RATING The Assessment is completed as part of the QA from all the information gathered from the job and Customer feed back

CUSTOMER EDUCATION Education of customer on use of the Foxtel product and services ie. RCU operation, channel lineup, On Demand, Digipath,STU Energy Saver Mode

QA Signal Measurements

Satellite at LNB Relevant tasks

DCP Digital Channel Power relevant to satellite test transponders at LNB

MER Modulation Error Ratio relevant to satellite test transponders at LNB

BER Bit Error Rate relevant to satellite test transponders at LNB

CABLE/TDT Relevant tasks

TYPE CABLE or TDT platform

DCP Digital Channel Power relevant to CABLE or TDT test channels at Tap or ONT

MER Modulation Error Ratio relevant to CABLE or TDT test channels at Tap or ONT

BER Bit Error Rate relevant to CABLE or TDT test channels at Tap or ONT

Digital FTA Relevant tasks

ANTENNA TYPE External or Internal type

DCP The Channel power measured at the input to the MyStar Decoder must not

exceed 70dBuv

MER Modulation Error Ratio relevant to local channel at outlet

DIG FTA CAPABLE FTA antenna receiving local digital signal

Digital FTA FREQ LCN FTA frequency relevant to local Digital FTA channels eg. correctly mapped ABC,SBS,7,9,10 networks

Outlet Relevant tasks

TYPE CABLE, TDT or Satellite platform

DCP Digital Channel Power relevant to CABLE/TDT test channels or satellite test transponders at outlet

MER Modulation Error Ratio relevant to CABLE/TDT test channels or satellite test transponders at outlet

BER Bit Error Rate relevant to CABLE/TDT test channels or satellite test transponders at outlet

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Comments Relevant tasks

Additional comments gathered from the job and Customer feed back

1.6.4 Final QA Assessment Each Order will be given a final assessment dependant on the results of all QA attributes. Final assessment will be one of the following:

P Order Passes assessment

F Order Failed assessment. Refer to Defect rectification for rework requirements.

1.6.5 Assessors Comments Included with the final result will also be ‘Assessors comments’. The Comments will include a brief description of what failed assessment, why it failed and what is required to be rectified. Photos will be attached to the email where practicable.

1.6.6 Defect Rectification The Service Provider is responsible for all rectifications relating to defective work resulting from Quality Audits, Site Surveys and Damages, however if the Foxtel QA deems there to be an unacceptable Customer impact, the issue may be fixed and a back charge may be applied. All results of Quality Audit Defects, Site Surveys, and Damages will be forwarded as part of the results sent to Service Providers. ‘Rectification Requirements’ are located in the Foxtel Quality Database. 1.7 QA Reporting The Foxtel Quality Database captures all the QA activity from the field QA audits. Every audit is able to be reported on and summarised. The quality reporting will be supplied for the Service Providers to be able to review and analyse as required. This is designed to be used as a training and compliance mechanism, delivered via one process.

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1.8 Leaving the customer When leaving the customer, ensure you clear up any issues they may have and ensure the worksite is clean and tidy ie.

Carefully empty the contents of your drop sheet ensuring no

dust or rubbish is left on the customer’s floor. Carry a dust buster to remove any debris. Wipe down the customer’s TV with an anti-static cloth. Check tiles are replaced. Clean any marks off walls, floors or equipment. Check all your tools are accounted for. Anything you have moved must be put back to its original place

Leaving the customer/person present is in a positive way is just as important as when you first greet the customer/person present.

Remember you are representing Foxtel, your conduct presentation and professionalism will remain with the customer/person present long after

the installation has been completed. When you finish the Customer Education component, leave the customer’s service on the Help channel.

Complete your installation by leaving the customer on a positive note by using one of the following statements:

‘Enjoy your Foxtel!’

Or

‘Welcome to Foxtel!’

customer interaction - mr tv antenna

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