1. Customer calls into Call Centre with Transfer of Ownership Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Agent advises customer of process, sends customer forms & updates SSS Transfer of Ownership – Call Centre

2. Customer walks into Retail store with Transfer of Ownership request Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Does customer have completed documents on hand? Transfer of Ownership – Retail Store Advise customer of process to fax/email required documents & updates on SSS No Yes Agent logs request, uploads customer’s documents on Partner Portal & advise customer of TAT’s Admin Support Process to follow …..

3. Customer emails Transfer of Ownership request Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Are the completed documents on attached? Transfer of Ownership – E-Desk Advise customer of process to fax/email required documents & updates on SSS No Yes Administrator emails the completed documents to SOnewapplications @autopage.altech. co.za & advise customer of TAT’s SOnewapplications @autopage.altech. co.za Admin Support Process to follow …..

4. Transfer of Ownership – Admin Support Process Agent logs request, uploads customer’s documents on Partner Portal & advise customer of TAT’s Administrator emails the completed documents to SOnewapplications@autopage.altech.co.za & advise customer of TAT’s SOnewapplications@autopage.altech.co.za Customer faxes completed forms to (011) 650 1936 Fax is received by back office admin support on SSS workflow queue Fax is manually indexed & routed to SOnewapplications@autopa ge.altech.co.za email queue SOnewapplications@autopa ge.altech.co.za Request is received via SSS/Email workflow Documents in order? Yes No Agent calls customer to advise to send outstanding documents Credit Vetting & ITC affordability checks Application successful? Yes Verify contract & documents as per checklist & upload changes on BSCS Send transfer contract & supporting documents for filing & archiving Was application received via Retail? Yes Advise Retail store of application outcome No Agent provides customer with feedback via SMS No

5. Customer lodges an escalation using an APC touch point Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Agent / Administrator checks SSS for feedback Provide customer with feedback & update SSS tickler No Yes Agent / Administrator logs escalation on SOnewapplications@autopage. altech.co.za email queue SOnewapplications@autopage. altech.co.za Escalations Transfer of Ownership - Escalations Application approved? Query email work queue Administrator investigates & resolve query Query resolved successfully? Yes No Escalate to Manager / Senior Manager until resolved