FirstNet Adviser help
Client Call Reporting
What does a client call report show me?
The client call report provides you with a list of your clients who have contacted Colonial First State directly. The report includes your client’s name, account number, the date of their call and the primary and secondary reason for the call (for example, insurance and a PDS request).
What are the different primary and secondary call categories?
Below are the primary and secondary call categories used to identify the types of calls that are made by your client. Use the table below as a guide to help you understand the call categories in your report.
| Primary Call Category | Secondary Call Category | Description |
| CFS Campaign Any calls relating to special marketing campaigns or key events |
Super Consolidation - Direct Mail | Calls relating to a campaign encouraging investors to consolidate their super |
| Super Consolidation - Conversion | A discussion about super consolidation which leads to investors consolidating their super. | |
| Other | Calls relating to campaigns or key events not listed above | |
| CFS Compliments Any calls relating to a customer providing positive feedback about CFS or its staff |
Contact Centre | Compliments received about the Colonial First State Contact Centre representative or the Contact Centre in general |
| CFS Other | Compliments received about Colonial First State or Colonial First State staff member excluding the Contact Centre | |
| Other | Compliments received that does not fit under one of the above categories | |
| CFS Enquiry Any questions relating to information on one of the following sub call categories |
Beneficiary Nominations | Questions about a Non Lapsing Death Benefit Nomination or beneficiary e.g. Do I have a beneficiary? How do I appoint a beneficiary? |
| CFS Contact Details | Asking for CFS address, fax number etc. | |
| Components | Enquiry about the different components on a client’s account. E.g. Taxable, tax free etc | |
| Correspondence (Copies) | Calls relating to if correspondence was sent | |
| Fees | Fees on an account | |
| New Business | New business e.g. How do I open a new account? | |
| Other | Calls relating to an enquiry that do not fit into one of the above sub categories | |
| Pension Details | Calls relating to an enquiry about pension details including min/max, pension payment frequency etc. | |
| Performance | Performance of a fund | |
| Personal Details | Enquiry about what personal details we hold on file. eg address, DOB, phone number, email, bank account details | |
| Portfolio/Account Balance | Portfolio or account balance information eg What is my account balance? What funds am I invested in? Are my distributions re-invested or paid to my bank account? What are my current / future investment weightings? Etc | |
| Product | Products & product features e.g. SPIN / ABN details, calls regarding payment / contribution methods and any other product specific information | |
| Requirements | Calls relating to requirements e.g. How do I…? What do I need to do to…? etc | |
| RIP/RWP | Enquiries about a Regular Investment Plan/Regular Withdrawal Plan | |
| Suspended/Terminated Option | Calls relating to a suspended or terminated investment option | |
| Technical | Technical information e.g. Contribution cap rules, PAYG tax queries etc | |
| Third Party | Calls from a third party enquiring about a client’s account or employer plan. | |
| Transactions | Enquiry about previous transactions on an account | |
| Work in Progress/Follow-up Calls | Follow up on a request that has been sent to us or is in progress. Excluding insurance/claims/financial hardship/Deceased estates (refer to CFS Insurance category) | |
| CFS Escalations An expression of dissatisfaction made to CFS, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected |
Escalation CCI | Call from a customer which was escalated to a supervisor or manager as issue was not resolved on first call. |
| Escalation Leader | Call from a customer which was not escalated but issue was not resolved on the first call. More investigation is required. | |
| CFS Expression of Dissatisfaction An expression of dissatisfaction made to CFS, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected |
CFS Error | Complaint resolved in the first call |
| Non CFS Error | Complaint resolved in the first call | |
| CFS Insurance / Claims Any calls relating to Insurance, Insurance Claims or Financial Hardship Claims |
Deceased Estates | Deceased estate queries excluding work in progress/follow up calls |
| Financial Hardship | Calls relating to financial hardship (excludes work in progress/follow up calls) | |
| Insurance Claims | Insurance claims queries excluding work in progress/follow up calls | |
| Insurance Details Enquiry | Questions about insurance details eg What is my level of cover? How much are my premiums? What is the collar type? | |
| Maintenance | Calls requiring us to amend insurance details. | |
| Other | Calls relating to insurance that do not fit into one of the above sub categories | |
| Pre-Assessment | Assessment of an insurance application prior to a client rolling funds over to Colonial First State | |
| Premium Estimates | Calls requiring the use of premium calculators to provide an estimate | |
| Work in Progress/Follow-up Calls | calls relating to insurance/claims/financial hardship/Deceased estates where the client is following up on a request that has been sent to us or is in progress. | |
| CFS Maintenance Any calls requiring us to amend details on an account/plan |
Fees | Amending fees on an account |
| Future Investment Weightings/AR | Amending future investment weightings or auto-rebalancing | |
| Pension Details | Amending pension details e.g. Min/max, payment frequency etc. | |
| Personal Details | Amending personal details e.g. Change of address, phone number, email etc | |
| RIP/RWP | Amending a Regular Investment Plan or Regular Withdrawal Plan | |
| Term Deposit | Queries about term deposits e.g. maturity instructions | |
| CFS Offline Only to be used by Contact Centre Investigations, Adviser Plus or TL/TC’s |
Complaint Active | Escalated complaint call to requiring further investigation |
| Complaint Closed - CFS Error | Escalated complaint call resolved - CFS Error | |
| Complaint Closed - Non CFS Error | Escalated complaint call - resolved classed as Non CFS Error | |
| CFS Request Any calls where we are asked to send out information/correspondence |
Centrelink Schedules | Request for a Centrelink schedule to be sent |
| Client Information | Request to send out client information within privacy guidelines | |
| Commissions | Request for commission statements | |
| Correspondence (Copies) | Request for letters, marketing material etc to be sent | |
| OIN/PIN | Reissuing PINs or OINs for FirstNet | |
| ONYX Order | Request for PDS or form sent through ONYX | |
| PDS’s/Forms | Request for a PDS or form eg withdrawal, switch, additional investment to be sent | |
| Other | Calls relating to a request for information/correspondence that does not fit into above sub categories | |
| Fees | Calls where a client queries their fees as listed on their statement | |
| CFS Statements Any calls related directly to the receipt of a statement from CFS |
Requests (All) | Request for a statement |
| Transactions | Calls relating to transactions contained within the clients statement | |
| Performance | Calls relating to performance on the clients statement | |
| Other | Calls relating to queries not included in the above categories | |
| CFS Transaction Any calls relating to completing a value transaction |
Additional Investment | Adding money to an account |
| Internal Transfer | Moving money between Colonial First State products | |
| Margin Lending | Calls relating to First Choice Margin Lending account | |
| Redemption | Taking money out of an account | |
| Switch | Moving money between investment options within an account | |
| CFS Website Any calls relating to FirstNet or our public website |
FirstNet | Calls relating to FirstNet Investor |
| FirstNet Walkthrough | Walkthrough on how to use FirstNet functionality | |
| FirstNet Troubleshooting | Error messages or outages in FirstNet | |
| Public Website | Where to find information, forms, unit prices, performance etc | |
| Other | Calls relating to website enquiries that do not fit into the above sub categories |