RedONE Operation SOP - 010914

redONE Network Sdn Bhd
Company Confidential
Operations Training
1
st
September 2014
redONE Standard Operating Policies
(SOP)
redONE Operation SOP - Operation Training
Executive Summary
Contents :
redONE Company Background redONE Registration Requirement Deposit and
Credit Limit
redONE Partner Structure redONE Number and Selection
redONE Partner Pre Recruitment Termination and Port Out Requirement Guidelines
redONE Partner Partners Submission Process Termination and Port Out Penalty Fees
redONE Web Tools Termination and Refund Process
redONE Operation SOP Current Process and
Guidelines
redONE Change Plan Requirement :
Downgrade and Upgrade Plan
Individual Registration Guidelines
Corporate Registration Guidelines
M2M Registration Guidelines
Change of DATA Plan and VAS Guidelines
Individual Supplementary Registration
Guidelines
Administration Fee Partners & Customers
MNP Porting Process
Continues
redONE Company Background
What is History of redONE?
Description History
Company
Background
REDtone Mobile Sdn. Bhd. was established in 2008 as part of the REDtone Group,
the pioneer and market leader in cost saving communications services. We are the
only postpaid Mobile Virtual Network Operator (MVNO) in the country, and we
ride on CelcomAxiatas superior mobile network infrastructure.
We re-launched ourselves with a new ownership structure and senior
management team in early 2012, and are currently growing at a remarkable rate.
Our target market is primarily Malaysian SMEs, their employees and their
immediate families.
In early 2013 we introduced a new product brand - redONE - to create a fresh and
distinct identity for ourselves. RedONE is a brand that stands for transparency,
simplicity, and a commitment to ever-lower prices.
We are now Red One Network Sdn Bhd.
Description Screen Shot
A. Partners Structure
1. Agency is Tier 1 and
only allowed to recruit
NC, FTPNC and PS
2. IA, NC, PNC, FTPNC and
PS are under Tier 2.
Must attach to a up-line
Tier 1.
3. PS only allow to recruit
SA. SA is allowed to
recruit/referred SA.
4. IA, No longer available
5. PNC is an upgrade
version of NC with
Terms and Conditions
apply.
(minimum hit 500 lines,
must own a retail shop and
willing to carry redONE
signage)
The main revenue stream of redONE comes from the appointed Business
Partners which covers different levels / tiers.
redONE Partners Structure Chart
How many types of partner redONE have?
Agency
PS
PNC
NC IA
SA SA
Referral
A
4
SA
3
1
2
5
Fast Track
PNC
AG : Agency
PS : Premier Shop
NC : Neighborhood Centre
PNC : Premier Neighborhood Centre
FTPNC : Fast Track Premier Neighborhood Centre
IA : Individual Agent
SA : Sales Advisor
redONE Partners Pre Recruitment
What is the terms and condition to be redONE partner?
Description Procedures
Pre-Recruitment
1. Partners are recruited by the sales team, ie Channel Managers or Sales
Manager. Channel Managers will need to go through the submissions from
business partners. According to few criterias before proceed to start running
business.
2. Criterias :
i. Business partner must have Telco experience that relevant
ii. Must have/owned a shop (applicable to Agency, PS,NC and PNC)
iii. Must have sufficient man power to run the business
iv. Location must be approved by Channel Managers
redONE Partners Partners Submission Process
What is the Form and Documents to fill in and submit?
New Partners
Submission Process
1. Operation and Finance team will verify (within 24 hours - 48 hours) on
partners submission, payment and documents submitted by Channel
Manager / Sales Support.
2. Operation team will proceed with creating Agent Sales Code/ID for business
partner . Payment via cheque will required at least 3 days to clear , only then
proceed creating Sales Code.
3. Agent Sales Code and Access Login e.g.:
i. Create Sales ID Code for RMCP
ii. Create Login ID Code for AMS
iii. Create Login ID Code for RSS
iv. Activate E-Wallet Account (by Finance Team)
v. Agreement (PDF soft copy) depending on the type of partnership applied
4. All other business tools will be prepared and delivered by the Channel
Manager within the week of application.
5. A Sales and Operations Training will then be schedule by the Operations and
Sales team within the week of application approval.
6. Partners will be given a Operations Handbook as references
redONE Partners Partners Submission Process, Cont
What is the Form and Documents to fill in and submit?
New Partners
Submission Process
7. Partners need to update any changes of their personal data to their channel
sales if there is any.
redONE
Web Tools
Website URL and Uses
redONE Control Panel (RCP) https://login.redone.com.my/celcommvno/Login.aspx
Registration for new Individual and Mobile Number Portability (MNP)
customers.
To check customer lines status & details
Agency Management System
(AMS)
https://login.redone.com.my/AMS2/Account/Login
To view the business performance & commission details
To view news or announcement from redONE
E-Wallet Portal https://login.redone.com.my/Ewallet
To check E-Wallet balance, Top Up, Make Payment , Order SimCards and check
Commission Paid Out, Transaction History upon line activation
Self-care through
redONE portal
(for customers)
https://login.redone.com.my/selfcare/
For customer to login to check their bill, print bill and make bill payment
redONE portal http://www.redone.com.my
redONE Facebook https://www.facebook.com/RED1Mobile
redONE Support System
(RSS) http://crm.redone.com.my:805/support
For partners to raise request & issues to Support Team
redONE Network Sdn Bhd - Company
Confidential
redONE Web Tools
NEW !!
NEW !!
redONE Operation SOP
Current Process
&
Guidelines
September 2014
Individual Registration Guidelines
What is redONE guidelines for Individual Sign Up?
Description Guidelines
Individual
Registration
Guidelines
There are two (2) main types and categories of Registration in redONE for both
targeted customer, Consumer (Individual) and Corporate.
Types of Sign Up :
i. New Line
ii. Mobile Number Porting (MNP) Line
Individual Registration Example : End Consumer / Enterprise/ Trading Sign Up
An individual is only allowed to have
i. Two (2) Principle / Master Accounts in red ONE
ii. Six (6) supplementary lines under each Principle/ Master Account.
iii. Approval from red ONE management are required if more than 2
Principle/ Master accounts required.
Individual Registration Guidelines (Sign Up)
What is the procedures and documents require to sign up redONE?
Description Procedures and Sign Up Documents
Individual
Registration
(Sign Up)
1. Documents that are required for Individual Sign Up according to types of
Registration (Sign Up) are :
Malaysian:
a. Non MNP Line Registration (Sign Up) e.g : 011 1087 8899
(Please refer slides 13)
b. MNP Line Registration (Sign Up) - e.g : 012 3456789
i. MNP Prepaid - Must Pay Deposit
ii. MNP Postpaid Waive Deposit with condition must provide latest
month Telco Bills
Non - Malaysian:
ii. MNP Postpaid No Deposit but need to provide latest month Telco
Bills
Individual
Registration
(Sign Up)
Malaysian
Sign Up Documents
Individual Non MNP/
MNP Prepaid
Individual
MNP
Postpaid
Customer Registration Form YES YES
Customer Agreement Form YES YES
A Copy of NRIC
(For corporate need
Directors NRIC & must not
be Blacklist)
YES YES
Deposit
Registration Fees
YES
YES YES
SSM
Form 9, 24, 49 and 13
A Copy of Passport
(For Foreigner)
Latest Month Telco Bills
(For MNP Postpaid
customer)
YES
a b
Individual
Registration
(Sign Up)
Non Malaysian
Sign Up Documents
Individual
Non MNP
(Non
Malaysian)
Individual
MNP Prepaid
(Non
Malaysian)
Individual
MNP
Postpaid
(Non
Malaysian)
Customer Registration Form YES YES YES
Customer Agreement Form YES YES YES
A Copy of NRIC
(For corporate need Directors
NRIC & must not be Blacklist)
Deposit
Registration Fees
YES
YES
YES
YES YES
A Copy of Passport
(For Foreigner)
YES YES YES
(For MNP Postpaid customer)
YES
a b c
Individual Sign Up
2. Customers must submit two (2) sets of CAF and Agreement Form if required
two (2) master accounts.
3. Be reminded that under Customer Registration Form, Section C customer
must completely fill in mandatory fields :
I. Customers Signature on both documents
II. Company Name
III. E-mail address for e-billing
IV. Mothers Maiden Name (for future identification/verification)
4. All NCs and SAs submission (end consumers/ enterprise/ trading) can email
to up line to process
5. All documents must be verified by partners (e.g Agency and Premier Shop) to
ensure it is complete before sending back to redONE HQ. Forms that return
to HQ will go through stamping process. Any incomplete submission will be
rejected by redONE HQ.
Corporate Registration Guidelines
What is redONE guideline for Corporate Sign Up?
Corporate
Registration
Guidelines
Corporate Lines (Company) Sdn Bhd and Berhad
a. A company / Corporate is allowed to have :
i. Two (2) Master Accounts with red ONE
ii. Number of supplementary accounts depends on types of company:
Sdn Bhd or Bhd
i. Can have unlimited supplementary lines
Enterprise or Partnership and others,
i. Can have a maximum of 6 supplementary lines
iii. Approval from red ONE management are required if request more than
(2) master accounts.
Corporate/New Registration Guidelines (Sign Up)
Corporate/Non MNP
and MNP
Registration
(Sign Up)
1. Documents required for Corporate/New Sign Up according to types of
Registration (Sign Up) are :
a. Non MNP Line Registration (Sign Up) e.g: 011 1087 8899
b. MNP Line Registration (Sign Up) e.g: 012 3456789
Documents required (please refer slides 19).
2. Only Corporate registration with 50 lines (new number) starting with redONE
number 011 109x xxxx, will need to submit and email to HQ at
submission@redone.com.my to process.
3. Any Corporate (Sdn Bhd) Non MNP and MNP registration can submit to
Branch Office to process.
4. Customers must submit two (2) sets of CAF and Agreement Form if required
two (2) master accounts.
Corporate Registration Guidelines (Sign Up)
What is the procedures and documents require to convert other Donor to redONE?
Description Sign Up Documents
Corporate/MNP
Registration Sign Up 5. Be reminded that under Customer Registration Form, Section B corporate
customer must completely fill in :
Section B:
i. Directors Authorized Signature on both forms (Registration and CAF
Form)
ii. Provide Authorization Letter - Appointed PIC to handle redONE
relevant matters
iii. Provide Authorization Letter - Appoint redONE as current provider /
operator to respective company
6. Partners must prepare the submission documents via scanned and emailed to
Branch Office Team or HQ Teambefore 3.00pm of the day. Any submission
after 3.00pm will be process on the next working day.
4. All documents must be verify by partners (e.g Agency and Premier Shop) to
Corporate/Non MNP
and MNP
Registration
(Sign Up)
Sign Up Documents Enterprise
and Trading
Non MNP
Enterprise
and Trading
MNP
Prepaid
Postpaid
Corporate
(Sdn
Bhd/BHD)
Non MNP
Corporate
(Sdn
Bhd/BHD)
MNP
Customer Registration Form YES YES YES YES
Customer Agreement Form YES YES YES YES
A Copy of NRIC
YES YES YES YES
Deposit
Registration Form
YES
YES
YES
(If MNP prepaid)
YES
SSM YES YES
Form 9, 24, 49 and 13 YES YES
A Copy of Passport
(For Foreigner)
YES YES
Corporate/New Registration Guidelines (Sign Up)
What is the documents require to sign up redONE?
Corporate Registration Guidelines, M2M
What is redONE guidelines and documents require to sign up redONE M2M Plan?
Description Guidelines and Documents
Corporate
Registration
Guidelines, M2M
Non MNP (Sign Up)
Corporate Lines (Company) e.g: 011 1087 8899
a. A company / Corporate is allowed to have
i. Two (2) Master Accounts with red ONE
ii. Number of supplementary accounts depends on types of company:
Sdn Bhd or Bhd
Can have unlimited supplementary lines
Enterprise or Partnership and others,
Can have unlimited supplementary lines
iii. Approval from red ONE management are require if request more than
(2) master accounts.
Documents that are required for M2M Corporate/New Sign Up registration ,
(please refer slides 21).
Corporate/New Registration Guidelines , M2M (Sign Up)
What is the documents require to sign up redONE M2M Plan?
Corporate/New
Registration
Guidelines, M2M
Sign Up Documents Corporate
(M2M)
Enterprise
(M2M)
Customer Registration Form YES YES
Customer Agreement Form YES YES
A Copy of NRIC
YES YES
Deposit & Registration Form YES
(only applicable
to Main Line)
SSM YES
Form 9, 24, 49 and 13 YES
A Copy of Passport
(For Foreigner)
M2M Business Proposal YES YES
Individual Supplementary Registration Guidelines
What is the guidelines and documents require to sign up Sup Line?
Individual
Supplementary
Registration
Guidelines
(Sign Up)
There are two (2) types of Supplementary Registration in redONE for targeted
customer, Consumer (Individual) and Enterprise/Trading/ Sole Proprietor.
Types :
i. New Line
ii. Mobile Number Porting (MNP) Line
ii. MNP Postpaid Waive Deposit with condition must provide latest
month Telco Bills
(Sign Up)
What is the procedures and documents require to sign up Sup Line?
Individual
Supplementary
Registration
Guidelines
(Sign Up)
Sign Up Documents Individual Sup
Line
Non MNP/ MNP
Prepaid
Individual
Sup Line
MNP
Postpaid
Individual
Sup Line
(2
nd
Sim
Program)
Customer Registration Form YES YES YES
Customer Agreement Form YES YES YES
A Copy of NRIC
YES YES YES
Deposit
Registration Fees
YES
YES YES YES
A Copy of Passport
(For Foreigner)
YES
(2
nd
SimProgram)
What is the procedures and documents require to sign up 2
nd
SimProgram?
Individual
Supplementary
Registration
Guidelines
(2
nd
SimProgram)
1. 2
nd
Simprogram offered to customer without paying minimum Deposit but
with terms and conditions applied:
Terms & Conditions :
i. Sign Up Non MNP and MNP Prepaid Line entitle only one (1) 2
nd
Sim
ii. Sign Up MNP Postpaid Line entitle two (2) 2
nd
Sim
iii. 2
nd
Simmust subscribe minimum plan RP 8, no higher than RP 8. (if
higher, required deposit)
iv. 2
nd
Simmaximum Credit Limit is RM 50.00
v. 2
nd
Sim is not allow to promote to be Master without Deposit
payment
2. All documents must be verify by partners (e.g Agency and Premier Shop) to
MNP Porting Process
What is the MNP Porting or Conversion Process?
Description MNP Porting Process
MNP Registration MNP Porting Process divided into 2 Category:
a. Individual:
b. Company
a. Individual
Customer to have their number change to redONE network will require
minimum3 to 5 working days.
b. Company
Company porting process will be longer due to the complex process of
change-over with minimum7 -14 working days.
Partners will be advised on the status of these lines by the Activation
team through email OR
Partners can access and check in redONE Control Panel, CP by selecting
MNP Port In Results
MNP Porting Process, Cont
What is the MNP Porting or Conversion Process?
Description MNP Porting Process
MNP Registration Every submission from MNP Individual and Company require statement from
Donor/Previous Telco provider for redONE to honour all services that the customer
had currently enjoyed:
i. Credit Limit, CL
ii. IDD
iii. International Roaming, IR
Example:
In the case of International Roaming, the customer is not required to pay
a deposit of RM300.00, Roaming Deposit fee is waived.
In the case Credit Limit for one line is RM 800.00 , will match back the
credit limit.
In the case Credit Limit show RM 1,000.00 and statement show 2 lines,
we will equally divide. Each line enjoy RM 500.00 credit limit.
redONE Registration Requirement Deposit
What is the registration deposit requirement to sign up redONE plan?
Description Deposit Requirement
Deposit 1. Deposit is applicable to all consumers who subscribe :
a. New sign up for New Number e.g: 011 1087 8899
b. MNP Prepaid from other donor to redONE, e.g: 012 3456789
2. Deposit amount collected will directly identify the Credit Limit of the account
according to the plan subscribe. Please refer slide 31 & 32.
i. Local (Malaysian) ratio of Deposit Vs Credit limit is 1:2
Eg: for every RM50.00 deposit collected, the credit limit is
RM100.00
ii. Foreigner (Non Malaysian) ratio of Deposit Vs Credit limit 1:1
RM50.00
iii. NON MNP/MNP Blacklisted customers ratio of Deposit Vs Credit limit 1:1
RM50.00
(Please refer to slide 32)
redONE Registration Requirement, Credit Limit
What is the credit limit available when sign up redONE plan?
Description Credit Limit Requirement
Credit Limit 1. Credit Limit is a monthly maximum value that is tagged to a customers
account for their Voice calls, SMS, PPU and Mobile Contents usage.
2. Credit Limit has been default in RCP system according to plan subscribe and
amount of Deposit collected, to minimized the mistake during activation.
3. The minimum credit limit is RM50.00 and depends on the package and value
of deposit credited by a customer. Please refer slides 31 & 32.
4. Request to increase Credit Limit is subject to redONE management T&C and
approval;
Example :
credit limit request above their current deposit amount
Waiver of deposit to have higher credit limit
Request of Credit Limit amount above RM 800
Criteria:
Non MNP and Former MNP Prepaid user must Top Up Deposit
Former MNP Postpaid user Length of Stay (LOS) with redONE must more
than 3 months, 12 and 24 months, please refer Table 1 at slides 29
What is the credit limit available when sign up redONE plan?
Credit Limit
5. For MNP Postpaid account, we will honor the Credit Limit according to
supporting documents provided, e.g: Telco Bill Statement from Maxis, Digi or
Celcom.
6. Matching Credit Limit request by partner during activation or line has been
activated upon MNP Porting (Postpaid line) will require supporting
documents, (please refer to slides 30).
Table 1 3 months 12 months 24 months
RP8 100 200 300
RP58 200 300 300
RP88 300 300 300
What is the registration credit limit available when sign up redONE plan?
Credit Limit
MNP Postpaid Line newly activated MNP Postpaid Line newly activated (after 2
weeks)
Supporting Documents: Supporting Documents:
1. Telco Bills as prove OR 1. Telco Bills as prove OR
2. Screen shot from Existing Telco
website;
Must have same Caller ID as
request, Account Number as
verification & Credit Limit amount.
2. Screen shot from Existing Telco website
Must have same Caller ID as request,
Account Number as verification &
Credit Limit amount.
3. Credit Limit will be divided equally if
the account have few lines.
Example :
Credit Limit RM 900, Bills show 3
lines. So take RM 900/3 = RM 300
each line.
3. Must attached Requisition Form (RF).
4. Credit Limit will be divided equally if
the account have few lines.
Example :
Credit Limit RM 900, Bills show 3
lines. So take RM 900/3 = RM 300
each line.
redONE Registration Requirement Deposit, cont'
Description Deposit Vs Credit Limit Requirement
Table shows Deposit
vs Credit Limit for :
I. Local
(Malaysian)
1:2
Deposit will be
offset with current
month charges
upon termination
request raised
REDplan Deposit Credit Limit
(Local / Non Blacklist)
RP8 RM25.00 RM50.00
RP8 RM50.00 RM100.00
RP58 RM50.00 RM100.00
RP58 RM100.00 RM200.00
RP58 RM150.00 RM300.00
RP88 RM100.00 RM200.00
RP88 RM150.00 RM300.00
RP88 RM200.00 RM500.00
I
redONE Registration Requirement Deposit, cont'
Description Deposit Vs Credit Limit Requirement
Table shows Deposit
for Blacklist and
Foreigner on New
Number and MNP
prepaid sign up
I. Foreigner
(Non Malaysian)
1:1
Table shows Credit
limit for Blacklist and
Foreigner New
Number and MNP
prepaid sign up
II. Foreigner
(Non Malaysian)
1:1
III.NON MNP/MNP
Blacklisted
customer
1:1
REDplan Deposit
(Blacklist & Foreigner)
Credit Limit
(Blacklist & Foreigner)
RP8
- -
RP8 RM50.00 RM50.00
RP58
- -
RP58 RM100.00 RM100.00
RP58 RM150.00 RM150.00
RP88
- -
RP88 RM150.00 RM150.00
RP88 RM200.00 RM200.00
II &
III
I
redONE Number
What is redONE number?
Description redONE Number Classification
redONE has 500k
numbers allocated by
MCMC.
It was classified into
3 segments:
1. 011 105x xxxx
2. 011 106x xxxx
3. 011 107x xxxx
4. 011 108x xxxx
5. 011 109x xxxx
1. 011 105x xxxx
Reserved for East Malaysia users (Sabah and Sarawak)
2. 011 106x xxxx / 107x xxxx / 108x xxxx
Reserved for Peninsular Malaysia users (Northern, Central, Southern
and Eastern)
3. 011 109x xxxx
Reserved for Corporate Customers (minimum 50 numbers)
Description Number Selection Details
Number Selection
redONE Number Selection
How many types of number redONE have?
Termination Requirement Guidelines
What is the guidelines to terminate or port out from redONE?
Description Termination requirement Guidelines
Termination 1. Termination line upon dissatisfaction of service, poor network coverage, and etc
within 30 days from date joined. Customer is not liable for penalty fees. But
must go through investigation / verification by Support Team.
2. Any termination after 30 days from date joined, customer is liable to penalty fee
charge according to redONE terms and conditions. (Please refer slides 37-38).
3. Termination will be classified into 2 categories :
Termination
Termination Port Out (remain existing number to be ported to other
Telco like Maxis,Digi, Celcom&etc)
4. Termination line can only be requested by :
I. Individual - Principle/Master account holder
II. Corporate Authorized Personnel by Director
III. Supplementary line is not allowed to terminate without Principle/Master
consent
5. Termination and Port-Out request will require necessary documentations.
(Please refer to slides 37-38).
Port - Out Requirement Guidelines
What is the guidelines to terminate or port out from redONE?
Description Port - Out Requirement Guidelines
Termination
Port - Out
1. Port Out request meaning customer wants to remain / keep their existing
number and change to other Telco like Maxis, Digi, Celcomor U-Mobile.
2. Any request of Port Out wasnt indicate, customer existing number will lost
once redONE proceed with termination.
3. Termination Port Out upon dissatisfaction of service, poor network coverage,
and etc within 30 days from date joined. Customer is not liable for penalty fees.
But must go through investigation / verification by Support Team.
4. Any termination after 30 days from date joined, customer is liable to penalty fee
charge according to redONE terms and conditions. (Please refer slides 37-38).
5. Port Out request can only be requested by :
I. Individual - Principle/Master account holder
II. Corporate Authorized Personnel by Director
III. Supplementary line is not allowed to Port Out without porting together
with Principle/Master
Early Contract Termination Penalty Fee
What is the penalty fees for termination?
Description Termination or Port-Out (MNP) Requirement
Documentation
Requirement : -
i. Termination form
ii. Refund form
iii. Copy of NRIC
iv. Proof of Payment
Collect Penalty Fees
based on Category
Settle Outstanding
Payment
Deposit will offset
current month charges
Login RSS /Email to
respective support
team according to
region for assistance
Contract
Period
Penalty
Packages Rate Plan 8 Rate Plan 58 Rate Plan 88
12 months RM 50 RM 100 RM 150
24 months - Months left X
RM58
Months left X
RM88
Penalty is calculated based on monthly commitment fee X
remaining months contract.
Eg : RP58, months left 18 months of 24 months
Penalty value : 58 X 18 = RM1044
Termination After Contract
What is the penalty fees for termination?
Description Termination or Request to Port-Out (MNP) Requirement
Documentation
Requirement : -
i. Termination form
ii. Refund form
iii. Copy of NRIC
Settle Outstanding
Payment
Deposit will offset
current month
charges
Login RSS /Email to
respective support
team according to
Contract
Period
Penalty
12 months Nil Nil Nil
24 months - Nil Nil
Not Applicable :
Penalty is calculated based on monthly commitment
fee X remaining months contract.
Eg : RP58, months left 0 month of 24 months
Penalty value : 58 X = RM0
redONE Change Plan Requirement
What is the process to change plan and when can be done?
Description Change Plan Requirement
Change of Plan 1. In the case customers request for a change of plan from existing to new plan.
2. Change of plan applicable to :
Individual request
Corporate request
3. Change of plan can be in 2 types such as:
Downgrade existing plan
Upgrade existing plan
4. Individual who request change plan will need to top up deposit and charge
penalty if plan is within contract. (Please refer to following slides 40 to 42).
5. Whilst , for Corporate customer request change plan, the deposit or penalty is
waived. The length of stay or payment frequency is not measured for this
policy.
6. Dateline to submit this request is every 1
st
-10
th
of the month.
redONE Downgrade Plan Penalty Fee
What is the penalty fees and documents require for downgrading redONE plan?
Description Downgrade Plan Requirement (Within Contract)
Documentation
Requirement : -
i. Requisition Form
ii. CAF
iii. Copy of NRIC
Penalty fees
Contract will re-
calculate from new
date request
Login RSS /Email to
respective support
team according to
Effective
27
th
Jan
2014
Penalty
Current
Charges
RM 0 RM 100 RM 150
NEW
Charges
RM 0 RM 50 RM 50
Description Downgrade Plan Requirement (After Contract)
Documentation
Requirement : -
i. Requisition Form
ii. CAF
iii. Copy of NRIC
iv. No Penalty Fees
Contract will re-
calculate from new
date request
Login RSS /Email to
respective support
team according to
Effective
27
th
Jan
2014
Penalty
Current
Charges
RM 0 RM 0 RM 0
redONE Downgrade Plan Penalty Fee
What is the penalty fees for downgrading redONE plan?
Upgrade Plan Top Up Deposit
Do I need to pay any fees for upgrading my plan?
Description Upgrade Plan Requirement
Documentation
Requirement : -
i. Requisition Form
ii. CAF
iii. Copy of NRIC
iv. Top Up Deposit
accordingly
v. Proof of Payment
Contract will re-
calculate from new
date request
Login RSS /Email to
respective support
team according to
* For Non-Blacklist
** For Blacklist
Non Blacklist Deposit
Current Deposit RM 25
Minimum Deposit
Requires
RM 50
RM 100
RM100
RM 150
Top Up Deposit
RM 25*
RM 75**
RM 75*
RM 125**
Upgrade from RP 8 to RP58
Example:
*Non-Blacklist - Must Top Up additional Deposit RM 25 to
meet minimum requirement Deposit of RM 50.
** Blacklist Must Top Up additional Deposit RM 75 to meet
minimum requirement Deposit of RM 100.
1
Change of DATA Plan Guidelines
What is the guideline to change data?
Description Change of DATA Plan Guidelines
Change of Data 1. In the case customers request for a change of DATA plan from existing to new
plan, no penalty or charges required. It is Flexible and no contract bond.
2. Change of DATA plan applicable to :
Individual request Principle / Master account holder
Corporate request - Authorized Personnel by Director
3. Changing DATA plan can be in 3 types such as:
Downgrading DATA plan
Upgrading DATA plan
Top Up Data Bundle (One time purchase within specific month)
4. DATA plan classified into 2 category: (Please refer slides 44).
Exceed Quota, Charge on Pay Per Use (PPU)
Eg: 100MB, 500MB, 1GB, 2GB, 3GB, 5GB
Exceed Quota, No Extra Charges BUT Speed slow down to 64kbps
Eg : 1GB+, 2GB+, 3GB+, 5GB+
Change of DATA Plan Guidelines, cont
Description DATA Plans
DATA plan classified into 2
category:
1. Exceed Quota,
Charge on Pay
Per Use (PPU)
2. Exceed Quota,
No Extra Charges
BUT Speed slow
down to 64kbps
Data Plan
(Exceed Quota, Charge on Pay Per Use, PPU)
Packages 100MB 500MB 1GB 2GB 3GB 5GB
Current
Charges
RM 5 RM 15 RM 25 RM 40 RM 60 RM 90
Data Plan
(Exceed Quota, No Extra Charges BUT Speed slow
down to 64kbps )
Packages 1GB+ 2GB+ 3GB+ 5GB+
Current
Charges
RM 30 RM 45 RM 65 RM 95
1
2
Change of DATA Plan Guidelines, cont
What are the form to fill in and when can change data plan be done?
Description Change of DATA Plan Guidelines
Change of Data
Formand
Documents
Submission
Dateline
1. Customer will need to provide supporting documents and fill in form before
changing any Data Plan
What Form?
Requisition Form (RF)
Individual Request Must acknowledge with Signature
Corporate Request Must acknowledge with Authorized
Personnel Signature and Company Stamp
What Documents?
Photocopy NRIC
Individual Request
Letter / Email
Corporate Request
What is the Dateline to submit?
Submit every 1
st
-10
th
of the month using RSS or email to
support.southern@redone.com.my
support.central@redone.com.my
support.eastern@redone.com.my
support.northern@redone.com.my
support.eastmalaysia@redone.com.my
VAS Requirement Guideline
What is VAS? How to request for VAS and what form to fill in?
Description VAS Requirement Guideline
Value Added Service,
VAS
1. VAS definition is Value Added Service, where customer would like to request
for additional service apply to their account temporary or permanent basis.
2. VAS request applicable to all customers such as:
Individual request Principle / Master account holder
Corporate request - Authorized Personnel by Director
3. VAS request will require to fill in form and provide supporting documents for
verification:
What Form ?
Requisition Form (RF)
Individual Must acknowledged with signature
Corporate Authorized Personnel acknowledged
with signature and company stamp
What Documents?
Photocopy NRIC
Individual Request
Letter / Email
Corporate Request
VAS Requirement Guideline, cont
What is VAS? How to request for VAS and what form to fill in?
Description VAS Requirement Guideline
Value Added Service,
VAS
4. VAS (Value Added Service) consists of services such as:
Printed Itemized Bill
Caller Divert
Caller Line ID Restriction (CLIR)
International Direct Dial (IDD)
International Roaming (IR)
Blackberry Service (BIS)
Data 100MB and Data 500MB
Data 1GB, 2GB, 3GB, 5GB
Data 1GB+, 2GB+, 3GB+, 5GB+
No Data and Others
5. Requisition Form will need to submit on every 1
st
10
th
of the month using
RSS login / email. Any RF submit after 10
th
of the month will process on next
following month.
Administration Fee Scenarios Partners
what is the admin fees charge to partners if wrongly register line?
Description Scenarios
Administration Fee
Scenarios for Partners
Administration Fee will apply to partners due to error or changes that need to be
correct during registration/activation process.
Scenarios:
Error due to Registration / Activation Process are like:
1. Wrong registration of Caller ID
2. Wrong Registration of Customers Name/Address/ Credit Card
3. Wrong Registration of Customers NRIC
4. Wrong registration of redONE Plan
5. Wrong registration of SimSerial Number
6. Wrong registration of Sales Code/ID
Administration Fee Scenarios Partners, cont
what is the admin fees charge to partners if wrongly register line?
Description Administration Fee Scenarios
Administration Fee
Scenarios for Partners
Administration Fees applied to partners are like :
1. Change of Caller ID (if partner registered wrongly)
2. Change of Customers Name/Home & Email Address/Credit Card
3. Change of Customers NRIC
4. Change of redONE Plan
5. Change of Sales Code/ID
6. Change of E-Wallet number
7. Transferring Customer to Tier 2 & 3, eg: NC / PNC / PS /SA
8. Change of Old Agent Sales Code (from year 2008-2012) to New Sales Code
Any changes made, will require to
Fill In Forms (please refer to next slides,50)
Provide sufficient Documents
Pay Administration Fee
Administration Fee Charge to Partners, cont
Whatt is the admin fees charge to partners if wrongly register line?
Description Administration Fee Charge to Partners
Administration Fee
Charge to Partners
Type of Forms Types of Request or Errors made Charges (RM)
Change Sales Code
Form
Wrong registration of Sales ID RM10.00/line
Transfer customer to Tier 2 & 3 RM10.00/line
Change old sales code to new
sales code
RM10.00/line
Change E-Wallet
Number Application
Form
Administration fee only apply
to change E-Wallet number
RM10.00/req
Requisition Form
NRIC
Typo errors made during data-
entry, eg: Name/ Email
Address etc
RM10.00/req
Requisition Form
Complete
Submission Form
NRIC
Wrong registration of Caller ID RM50.00/line
Partner Details
Update Form
Update Partners information No charge
Administration Fee Scenarios Customers
What is the admin fees charge to customers if request changes of account, name and etc?
Description Administration Fee Scenarios on Customers
Administration Fee
Scenarios on
Customers
1. Administration Fee will apply to customer upon certain request base on
situation.
2. There are two (2) types of scenarios/situation require NO administration fee:
(Please refer to next slides, 52)
Add VAS
Enrol Direct Debit
3. Eight (8) types of scenarios/situation require administration fee charge to
customer:
(Please refer to slides 53-54)
Newly Sign Up
Transfer of Ownership
Separate Supplementary Line Separate Billing
Separate Supplementary Line Promote to be Master and Remain Same
Name/ Ownership
Separate Supplementary Line Promote to be Master and Change
Name/ Ownership
Change of Caller ID (If request by customer)
Re-Connection Line upon Suspended
SimCard Replacement
Change Parent
Administration Fee Charge to Customers
What are the FREE admin fees apply to customers?
Description Administration Fee No Charge to Customers
Administration Fee
No Charge to
Customers
Type of Forms Types of Request or Errors made Charges
(RM)
Requisition (RF) Add-on VAS
Others : Change Data Plan
Other changes: address/plan etc
Disconnection Barred
Reconnection Un-Barring
Nil
Direct Debit
Authorization Form
Customer request to enrol direct debit
via credit card as payment to their
account on monthly basis
Nil
Administration Fee Charge to Customers, cont
Description Administration Fee Charge to Customers
Administration Fee
Charge to Customers
(RM)
Registration Form
CAF
NRIC
Telco Bills
Newly Sign Up Deposit +
Sign up
fee
Transfer of Ownership
NRIC both party A & B
Customer request to change
name of account ownership to
another
RM50.00/
name
Separate Supplementary
Account Form
(Separate Billing)
NRIC
Customer request to separate
current supplementary to have
separate billing
No changes of name is required.
RM10.00/
line
Separate Supplementary
Account Form
(Promote to be Master)
NRIC
Customer request to separate
current supplementary to become
a new master or attached to
another master and
No changes of name is required.
RM10.00/
line
Description Administration Fee Charge to Customers
Administration Fee
Charge to Customers
(RM)
Separate
Supplementary
Account Form
NRIC
Transfer
Ownership Form
Customer request to separate current
supplementary to become a new
master or attached to another master.
Require to change name
RM60.00/
line
(RM10+50)
Requisition Form
CAF + NRIC
Registration Form
Customer request to change Caller ID RM50.00/
number
Login RSS Customer request to Un- Suspend Line
(Login RSS on behalf of customer)
RM10.00/
line
Requisition Form Customer request replace simcard due
to lost, stolen, human error and etc
RM2.00/sim
Change Parent
Form
Customer request to change sup line,
A to another parent account, B.
RM10.00/
line
Administration Fee Charge to Customers, cont

RedONE Operation SOP - 010914

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