Making Support Calls

Process and steps of logging a call (please refer to appendix A BEFORE calling support)

Office hours

Monday – Friday 8:00am to 5:00pm

Call 1300 722 289 (or 08 8408 8150)

•Once the store has undertaken the basic checks as per appendix A and can give clear & precise information (as much as can be gathered) THEN PLACE THE CALL!

•PLEASE NOTE: if the issue is listed for immediate assistance, the operator may place you directly through to a technician after taking the details.

•IF the call is a lower priority please provide details of error message(s) and/or a brief but concise description of the problem using the guidelines in appendix A; please note the call centre operators are not technicians and will not be able to resolve issues.

•The call centre operators will take down all details and may want to double check some of the details, please be patient when this happens! It helps the support team provide a speedy resolution so they must check that accurate details have been recorded.

•During the call logging process the call centre operator may ask a few questions, this process is designed to assist in determining the priority of the call.

•Once the above steps have taken place a call log number will be provided for store reference. It is important that store staff record and save this call log number for future reference.

•It is also important that stores provide a contact name and a second contact where possible, if applicable store should advise if there are any periods when returning calls from GaP Support may not get answered (staff meetings, lunch breaks etc)

•    Once the call has been logged by the call centre operator the support unit managers will assign a priority and allocate to a support technician