Partner Update on SME ProgramPartner Update on SME Program

March 2014

TELEKOM MALAYSIA BERHAD

TM SME

Auto Claw back (RDN)Auto Claw back (RDN)

March 2014

TELEKOM MALAYSIA BERHAD

TM SME

TM SME Agreement Clause

Challenges for current scenario (until Dec 2013)

1I. Auto claw back due to migration (BB upgrade to Unifi).

II. Partners not following standard processing guideline.

• TM SME claw back all orders for customer termination within 4 month. Type of claw back order

a. Customer terminate service within 4 month BB and Unifi.

b. TM faulty ( customer unhappy with TM service).

2

3

Auto Debit Note

Note: As per stated in New Partner Agreement starting Jan 2014 all termination of service within 6 month will be

automatically appear in PCMS

1RDN will be approved If customer Upgrade to Unifi

with same partner

TM will create CDN for Unifi upgrade with condition

:-

a. Personal Name : Same Name / Same Address

b. Company Name : Same Company Name / Same

BR Number / Same Address

RDN will be approved If customer terminate within

4month

Scenario 1 Upgrade within 4 month:

Case 1

NI BB Upgrade Unifi

Partner A Partner A

APPROVE RDN CREATE CDN

Case 2 Partner A Other Channel

TERMINATE

EXISTING BB

Case 1

NI Customer Terminate

Partner ATerminate due to business

close

APPROVE RDN CREATE CDN

Terminate due to TM

2 Scenario 2 Termination within 4 month:

Case 1

Case 2

Case 1

Case 2

Cont… Auto Debit Note

Auto Debit Note Treatment:

Approve all RDN Partner to counter back (within one week) Back End To Verify PCMS Team to create CDN

(TM HQ) (TM HQ)(TM HQ)(Partners)

TM will create CDN for customer terminate due to

TM faulty with condition:-

Partners need to provide any prove related to this.

example email trail from PTT

Case 2 Partner ATerminate due to TM

faulty

What�Partners�Need�To�Do

1I. To process existing BB customer in existing customer column at partner portal

II. To retrain processor 2

Case 2

Note: As per stated in New Partner Agreement starting Jan 2014 all termination of service within 6 month will be

automatically appear in PCMS

SUBMISSION OF SUPPORTING DOCUMENTSSUBMISSION OF SUPPORTING DOCUMENTS

March 2014

TELEKOM MALAYSIA BERHAD

TM SME

Why supporting documents are important?

• To ensure the applicant is genuine applicant

• To protect the agent/ reseller if any complaint from customer regarding the

application; this will help TM to protect agent/ reseller from any penalty BUT all

supporting documents must be genuinesupporting documents must be genuine

• For commission approval

Table : Supporting Documents for Commission Approval

Details Forms Require Item to be include

Personal Application

(using personnel name )

i. Copy of I/C /Passport ( foreigner) – NO registration for

UNHCR applicant

ii. Authorize letter from customer

iii. Photo of premise (outside the shop / inside view)

iv. Certified True Copy on all supporting document except

application forms

v. Agent’s contact number & name

Authorize Letter

i. Name of the applicant

ii. Copy of IC of applicant

iii. Address for the installation

iv. Package

v. Name of Agent & Principal name

vi. NRIC of agent

vii. Applicant & Agent signature with date &

time

i. Copy of I/C of the applicant / passport (valid)

ii. Form 9, 24, 49 *complete pages for each form

iii. Form 13 (if applicable)

Authorize Letter

i. Name of the applicant

1

Documentation Guideline

Sdn Bhd *

iii. Form 13 (if applicable)

iv. Form 44 (if applicable)

v. Authorize letter from BOD to register the package using

the name of applicant - if applicant is not BOD

vi. Company Stamp on Application form

vii. Certified True Copy on all supporting document except

application forms

viii. Agent’s contact number & name

i. Name of the applicant

ii. Copy of IC of applicant

iii. Address for the installation

iv. Package

v. Name of Agent & Principal name

vi. NRIC of agent

vii. Applicant & Agent signature with date &

time

Enterprise (sole

proprietorship)

i. Copy of I/C of the applicant

ii. Form D / E ( complete copy 3 pages)

iii. Form 13 (if applicable)

iv. Form 44 (if applicable)

v. Authorize letter from company owner (that stated in the

SSM form) to register the package using the name of

applicant - if applicant is not the owner of the company

vi. Company Stamp on Application form

vii. Certified True Copy on all supporting document except

application forms

viii. Agent’s contact number & name

Authorize Letter

i. Name of the applicant

ii. Copy of IC of applicant

iii. Address for the installation

iv. Package

v. Name of Agent & Principal name

vi. NRIC of agent

vii. Applicant & Agent signature with date &

time

Doc I

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3

Details Forms Require Item to be include

Berhad*

i. Copy of I/C of the applicant

ii. Form 8 & 23 *complete set

iii. Authorize letter from company owner (that stated in

the SSM form) to register the package using the name of applicant

- if applicant is not the owner of the company

i. Copy of Company Owner I/C @ Passport (1 person

required only

i. Company Stamp on Application form

ii. Certified True Copy on all supporting document except

application forms

iii. Agent’s contact number & name

Authorize Letter

i. Name of the applicant

ii. Copy of IC of applicant

iii. Address for the installation

iv. Package

v. Name of Agent & Principal name

vi. NRIC of agent

vii. Applicant & Agent signature with

date & time

Foreign Company*

i. Copy of I/C of the applicant / Passort

ii. Form 79, 80/80A @ 83/83A *complete set

iii. Authorize letter from company owner (that stated in

the SSM form) to register the package using the name

of applicant - if applicant is not the owner

v. Company Stamp on Application form

Authorize Letter

i. Name of the applicant

ii. Copy of IC of applicant

iii. Address for the installation

iv. Package

v. Name of Agent & Principal name

4

5 v. Company Stamp on Application form

vi. Certified True Copy on all supporting document except

application forms

vii. Agent’s contact number & name

v. Name of Agent & Principal name

vi. NRIC of agent

vii. Applicant & Agent signature with

date & time

Others Category

or NGOs

i. Copy of I/C of the applicant

ii. Sample of the cert:-

a) LAW FIRM : Malaysia Bar Council certificate IF the

applicant is not the owner of the firm, applicant needs to

prepare an authorize Letter (with letter head of the law

firm)

b) CLINIC : Malaysia Medical Council & form 12

c) NGO : Authorize letter from related Ministry/

Department

d) Surau / Realty Agent : Use personal name

iii Company Stamp on Application form

iv. Certified True Copy on all supporting document except application

forms

v. Agent’s contact number & name

Authorize Letter ( WITH NGO LETTERHEAD)

i. Name of the applicant

ii. Copy of IC of applicant

iii. Address for the installation

iv. Package

v. Name of Agent & Principal name

vi. NRIC of agent

vii. Applicant & Agent signature with

date & time

Doc II

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6

Note:

*For any company who unable to obtain signature from BOD, they must provide letter with the consent from Secretary @ admin company’s l using

company’s letterhead as a prove)

Criteria for Personal Application (Photo)

1. Photo of the premise must be clear, not a

blur photo ( either color @ black & white

photo)

2. Complete photo view for front of the

premise (outside view)

3. Photo of renovation premise is not allowed

Sample customer address:

L1-03, The Weld, 76,Jalan Raja

Chulan, 50200, Kuala Lumpur,

Wilayah Persekutuan.

3. Photo of renovation premise is not allowed

4. The photo of the premise must describe the

business runs by the applicant

5. Agent/ reseller can submit more than 2

photos

6. Photo must have continuity with each

other

Photo shows the related photos &

address

SAMPLE OF SUPPORTING DOCUMENTSSAMPLE OF SUPPORTING DOCUMENTS

Sample of using personal name

Outside of the premise with premise shop lot

Number of shop lot clear

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3

4

5

Form 9Form 24

Form 49

Copy IC

Sample for Sdn Bhd

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6

Company Stamp

6Agent Details

Name & Mobile No

Types of Form 9

Form 13 (change of company name)

OTHERS (NGO)

Ordinan Sabah & Sarawak

Sample of Bar Council ( 3 different samples)

Form 12 ( Akta Perubatan 1971)

Form 5 ( Audit)

Forgery of Documents

Forgery of Documents (Sample)

Fraud Document by Agent Real Documentation from Customer

Supporting document crossed for other purpose

Suspicious signature & company’s stamping

Seremban

Majlis Perbandaran Alor Setar,

Water, Electricity

Seremban

Lukut