Overview
The Objection Handling process was designed for use when your end customer has already moved into their new home, but you as the Gaining Service Provider (GSP) are unable to submit or complete a connection order against the intact ONT.
This could be due to one of the following reasons:
- The existing RSP (Losing Service Provider - LSP) has rejected an abandonment request from Chorus.
- The existing RSP (Losing Service Provider – LSP) has accepted an abandonment request but set the disconnection date into the future beyond the change of occupancy date.
- There is an open disconnect order with a future date.
If the GSP can provide evidence that the new customer has moved into the premise, we can fast track the request to get the customer connected.
Evidence Requirements
Gaining Service Providers (GSP) can submit supporting evidence and if we accept it as proof of occupancy, we will fast track getting your customer online. There are two key types of evidence we’ll accept, though only one is required. They are:
|
Photograph of ONT with the Serial Number clearly displayed |
Power cycle of ONT (For customers who can’t locate or supply a photo of the ONT Serial Number) |
|---|---|
|
End Customer takes a photo of the ONT with the ONT Serial Number clearly displayed and sends this to the GSP |
The GSP / Customer undertakes a power cycle of the ONT, making a note of the time / date of the power cycle |
|
GSP sends photo of the ONT to chorus_NGA@chorus.co.nz |
The GSP sends the time / date information to chorus_NGA@chorus.co.nz |
|
Accompanying template populated and subject field aligned to guideline |
Accompanying template populated and subject field aligned to guideline |
Both processes must occur after a Connect and Replace order has been entered, or with reference to the in-flight Disconnection order that is blocking the placement of the Connect and Replace order.
The Chorus Provisioning team will also carry out additional validation steps to ensure the correct ONT is being transferred to the new occupant.
Email Template
The template below should be used by GSPs when submitting an Objection Handling request.
Subject Heading - either:
- Connect & Replace Objection Handling Process - ######### (Chorus Portal ID – when available)
- Connect & Replace Objection Handling Process - ######### (TLC if no Portal ID available)
|
Customer name |
First and last name |
|
Portal Order |
Portal Order Number |
|
Portal Location and Address |
TLC and Address |
|
Shared Dwelling |
Is the property shared with anyone else who may have an existing connection? If yes, then approval for fast track is required from the Losing Service provider (LSP) before proceeding |
|
Requested Activation Time |
ASAP or move in date |
|
Picture attached (Y/N) or Timestamp of ONT Power Cycle (date + time) |
ONT Serial # Yes – Picture attached ONT Power Cycle – Time/date of power cycle |
The combined validation carried out by both the GSP and Chorus Provisioning will reduce incorrect Objecting Handling requests to a low volume.
In the event that a service is in-correctly removed during a move of address, the Objection Handling process can be used to transfer the service back to the correct customer.