Compliabce Flashcards
How do you enable panic alarm and who does it notify ?
Click both orange buttons to enable.
Slide the black button to reset.
Alerts ee monitoring, Rochdale centre (cctv) and police.
Fire evacuation meeting point?
Rochdale town hall
How to reset BT UIN or Citrix password or passwords?
Office lite - ee web pass - use your uin and pin to reset passwords.
EIV follow reset options which sends an email and allows you to do the rest.
How do you use speak up and when?
Anything suspicious with colleagues and managers that needs to be investigated.
Office - quick links - speak up ( contact number on poster in store)
What do you do with lost property ?
Alert management and they will place it in the cash safe which is only available to key holders. Anything with identifiable customer data MUST be managed strictly within 48 hours, report via incident report form, send property back to ‘issuing authority’ once 48 hours are passed.
What do do with a lost bank card.
After 48 hours have passed follow the instructions on the back of the card. If it states to dispose, shred the card with shredder in store. (If not working shred as soon as fixed. On incident report form note that shredder is faulty in the customers name section (after writing name in) and inform compliance manager of this.
What to do with lost passport.
If you find a uk passport you must complete uk recovered passport form and post this with passport. If you cannot print form, write a note of what date and where it was found and post this with the passport. Using Royal Mail recorded delivery, ensure you obtain receipt and record delivery stub, retain these in section 5 of your store file, retain receipt for a minimum of 30 days then archive with monthly paperwork. Post back to free post, HM passport office.
What to do with lost driving license?
After 48 hours management will follow policy and post back to DVLA Swansea.
What is a pac code ?
Allows customers to return their old number on a different network when moving to EE. here’s yes a code to be used in 30 days and cancels existing contract with previous network. To get pac code either call previous network provider or text 65075. Important - note termination charges may apply.
What is a STAC code
Used to cancel a contract but it changes the old number and replace it with a new number. Customer can call previous provider or text STAC to 75075. Important to note termination charges may apply.
What are the increases each year ?
CPI plus 3.9% (inflation measured in January) applies on 31st of March on all bills from 1st April mobile, broadband, landline and tv customers.
What does the yearly increase include?
Monthly recurring charges (I.e. “Line rental” or “Tariff”) and Add on’s (eg data bundles, international calling BT sport) as well as out of bundle charges.
What does the yearly increase exclude?
Subscriptions (e.g. Apple Music, Spotify, Netflix) and billing services (e.g. itemised billing, late payment charges)
What are marketing preferences?
Allow customers to tell us how we can communicate with them for marketing purposes, or if the customer would rather be opted out. ( if they opt out of marketing they will still receive service related messages such as order confirmations, billing or service updates, and confirmations of products or services the customer requests such as data add-ons or packs. )
What ways do we do we communicate with customers (marketing)
Email, text, phone and post. We must capture email address if customer opts in for email. It is crucial we update this correctly for compliance with GDPR.
