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Calls From Authority, Life Threatening Emergencies

Purpose


The purpose of this document is to align ourselves with the Telecommunications Act of 1997 under section 287 for Life Threatening Emergencies.

“All Suppliers and the NRSP must ensure that they have supplied and keep up to date the following information to Communications Alliance and the nominated contact point within their CTCC: (a) a 24 hours a day, 7 days a week contact Public Number for the provision of Communications Trace and Customer information in relation to Life Threatening Communications. This contact Public Number must be answered without unreasonable delay.”

Scope


All calls to SpinTel CRD Cebu that can be categorized as a Call from Police Authorities.

Establishing Identification


 To determine if the call is legitimately coming from an Authority, the following information must be requested from the caller:

  • Name: 
  • Name of the department:
  • Contact number(must be the department contact)
  • Incident/Case number or other identifying piece of information

Agent What to do


  1. Acquire caller information and immediately relay the information over to an available team lead/managers.

Team Lead/Managers What to do


  1. Send the information over to Sydney for validation and confirmation, contact person in Sydney will be Chris Takoushis. If Chris is not available the next contact is Con Georgiopoulos or Liam Bal.
  2. If no one is available in the Sydney office i.e. holidays or weekends, you must contact the same Sydney staff on their mobile phones. The numbers are as follows:
    • Chris Takoushis: 0414 443279

    • Con Georgiopoulos: 0414 443278
    • Liam Bal: 0414 443275
  3. Secure advice on whether the call is to be escalated to Sydney or be handled within the Cebu call centre.  The advice need to be documented in the notes on the customer account on Station or on a ticket.

Note: This process needs to occur while still on the call with a matter of urgency.

 

SpinTel has confirmed 24 hour contacts with the governing body but it is possible that the authority will contact the call centre.

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