Telkom has moved to reassure most of its existing customers that they will not be affected by the new usage indicators credit management system as this applies only to new residential customers.
Telkom`s Managing Executive for Customer Services, Motlatsi Nzeku, said today the system had been introduced in December last year for new residential customers only, and that these customers were informed about it upfront when they ordered their new services.
"As Telkom strives to improve efficiencies and the quality of customer service, a number of innovative system enhancements have been introduced in the commercial and credit management environment. One of these is managing risk to our customers through usage indicators, a system which is designed to proactively protect the interests of the customer and Telkom against unauthorised usage of a customer`s service through fraud," he explained.
All new residential customers are now allocated a spend limit, determined by Telkom policy and based on the individual`s credit profile. All prospective customers are informed of this practice when ordering a new service.
Customers can request a higher spend limit, which will be considered on an individual basis. Telkom makes a courtesy call to the customer when the limit is reached, allowing the customer five days to make a payment before the line is suspended one-way. One-way suspension means the customer can receive incoming calls and make outgoing calls to emergency numbers only, until payment is made to Telkom. This needs to be done within another 10 days to avoid complete suspension of the service.
"Telkom`s new credit management policy will not have an impact on the vast majority of our customers right now. However, we are planning to expand this system to other market segments in future, and will inform our customers proactively before we introduce it," said Nzeku.
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