1. Customer calls into Call Centre with an Itemised Billing or Invoice request Agent verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS tickler Send Itemised Billing or Invoice to customer & updates SSS tickler Itemised Bill Call Centre – Itemised Billing / Invoice

2. Customer walks into Retail outlet with an Itemised Bill or Invoice request Agent verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS tickler Retail issues customer with Itemised Bill or Invoice and updates SSS tickler Itemised Bill Retail Outlet – Itemised Billing / Invoice

3. Customer requests for an Itemised Bill or Invoice via email Online Specialist verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS tickler Send Itemised Bill or Invoice to customer and updates SSS tickler Itemised Bill Online Specialist contacts customer telephonically Online Specialist – Itemised Billing / Invoice

4. Customer lodges an escalation using an Altech Autopage touch point Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS tickler Agent / Administrator attempts to resolve query as FCR Query resolved successfully? Yes No Feedback to customer with resolutions and update SSS tickler Agent / Administrator logs the escalation on Service Desk Administrator receives request on Service Desk queue Itemised Bill available on systems? Yes No Retrieve Itemised Bill from systems, load charges on BSCS, and update SSS tickler Itemised Bill is supplied to customer via email or post Request is logged with IT Service Desk Network feedback to IT Billing IT Billing feedback to Operation Support Retrieve Itemised Bill from systems, load charges on BSCS, and update SSS tickler Itemised Bill is supplied to customer via email or post Escalations – Itemised Billing / Invoice