Customer calls into Call Centre OR walks into Retail Store OR s regarding a debit order that was not honoured Agent verifies customer with CV-1 verification CV-1 verification successful? Advise customer of verification requirements and update SSS ticklers Yes No Is customer still willing to pay? Yes Agent advises customer of available options Immediate payment OR Make payment arrangement? Agent advises customer of process & soft bars the line Payment Arrangement Payment arrangement process applies Manual OR Electronic method? Immediate Payment Manual Agent advises customer of soft-bar process, supplies customer with APC Bank details & update SSS tickler Electronic Same Day; Double Debit OR Online Credit Card Payment? Same Day Debit Double Debit C/Card Payment Agent captures Same Day Debit on SSS & advises customer that debit will be effected within 24hrs Agent applies Immediate C/Card payment process Agent captures Double debit & advises customer of debit order date & that the line will remain soft barred until payment is made Agent calls customer to enquire why Debit Order was not honoured Is customer the account holder / payment responsible? Supply agent with account holder / payment responsible contact details

Customer calls into Call Centre OR walks into Retail Store OR s regarding a debit order that was not honoured Agent verifies customer with CV-1 verification CV-1 verification successful? Advise customer of verification requirements and update SSS ticklers Current and Arrear Accounts Collections Debit Order Rejection Customer willing to pay - NO Current and Arrear Accounts Collections Debit Order Rejection Customer willing to pay - NO Yes No Is customer still willing to pay? No Customer disputes / queries amount or refuses to pay? Refuses to pay Agent advises client of process & soft/hard bars line on SSS Handover process applies Dispute OR Queries Agent advises customer of process & soft bars the line Account Query process applies

Customer calls into Call Centre OR walks into Retail Store OR s to make a payment arrangement Agent verifies customer with CV-1 verification CV-1 verification successful? Advise customer of verification requirements and update SSS ticklers Current and Arrear Accounts Collections Payment Arrangement: Account in arrears Current and Arrear Accounts Collections Payment Arrangement: Account in arrears Yes No Agent verifies account info & advises customer of outstanding amount as displayed on SSS Does customer accept amount? Customer disputes / queries amount or refuses to pay? Refuses to pay Agent advises client of process & soft/hard bars line on SSS Handover process applies Dispute OR Queries Agent advises customer of process & soft bars the line Account Query process applies Yes Customer sets up the Payment arrangement Agent advises customer of process & soft/hard bars line on SSS Agent captures Promise to Pay on SSS & confirms / updates customer contact & bank details Promise to Pay follow up process applies Agent calls customers to advise of outstanding amount as displayed on SSS

Agent calls to remind customer on the PTP made Current and Arrear Accounts Collections Promise to Pay – Follow up process Current and Arrear Accounts Collections Promise to Pay – Follow up process Yes No Agent confirms amount to be paid, APC bank details & request customer to send Proof of Payment Is customer still willing to pay? Customer disputes / queries amount or refuses to pay? Refuses to pay Agent advises client of process & soft/hard bars line on SSS Handover process applies Dispute OR Queries Account Query process applies

Agent calls customer to enquire why payment was not honoured Current and Arrear Accounts Collections Broken Promise to Pay – Follow up process Current and Arrear Accounts Collections Broken Promise to Pay – Follow up process Yes No Is customer still willing to pay? Customer disputes / queries amount or refuses to pay? Refuses to pay Agent advises client of process & soft/hard bars line on SSS Handover process applies Dispute OR Queries Account Query process applies 30 Day or 60 Day account? 60 Days Agent advises customer of Handover process should customer fail to pay within 48 hrs Agent captures New Promise to Pay on SSS & confirms / updates customers contact & bank details 30 Days Customer sets up New Payment arrangement Agent advises customer of process & soft / hard bars line on SSS Agent advises customer of Handover process should customer fail to pay the 2 nd time Agent captures New Promise to Pay on SSS & confirms / updates customers contact & bank details

Customer calls into Call Centre OR walks into Retail Store OR s to lodge an Escalation Current and Arrear Accounts Collections Escalations Current and Arrear Accounts Collections Escalations Yes Agent verifies customer with CV-1 verification CV-1 verification successful? Advise customer of verification requirements and update SSS ticklers No Agent attempts to resolve query as FCR Query resolved successfully? Yes Feedback to customer with resolution & update SSS tickler No Retail Store Advise customer of process & transfer to Collections Call Centre Advise customer of process & logs query on SSS / Partner Portal s Escalate query to Collections Agent attempts to resolve query Query resolved? Yes Feedback to customer with resolution & update SSS tickler No Escalate to Manager / Senior Manager until resolved Agent attempts to resolve query Call Centre Agent Escalates query to Collections Retail Store Log is received via SSS / Partner Portal