Part A — Advocate Policy (One‑Page)
1) Purpose & Scope
NIKO Computers supports any customer who chooses to use an Advocate to help communicate with us. This policy applies to all staff and all customer interactions across every channel.
2) What is an Advocate?
An Advocate is a person the customer authorises to communicate with us about their account, products or services. This can include family or friends, community or legal advocates, financial counsellors, case workers, or an authorised representative. The customer may limit the Advocate’s authority.
3) Customer Rights
Customers can appoint an Advocate at any time, at no cost.
Customers choose the scope (e.g., “speak and receive information” and/or “make decisions”), the duration, and the preferred contact method.
Customers can change or revoke an Advocate at any time via any channel.
4) Easy Ways to Appoint
Customers can appoint an Advocate by phone, email, live chat, or our online form. We accept verbal, written or digital consent and confirm the appointment back to the customer.
5) Privacy, Verification & Security
We verify Advocates before discussing the account and only share information within the recorded scope. All access is logged. We handle personal information in line with our privacy obligations and applicable law.
6) Accessibility & Inclusion
We provide accessible options on request (e.g., interpreters, relay services, plain‑language communications, and alternative formats). Using an Advocate never causes detriment (no fees, no service delays, no adverse outcomes).
7) Internal Controls
Advocate details and scope are clearly flagged in our systems. We aim to action new appointments within 1 business day. We review samples monthly for quality and compliance and fix any friction quickly.
Part B — Standard Operating Procedure (1–2 pages)
1) Audience & Systems
For: All frontline and back‑office teams who interact with customers or their Advocates. Systems: CRM [insert name], Ticketing [insert], Telephony [insert], ID verification [insert]. Templates: Advocate Appointment Form, Confirmation email/SMS, Revocation confirmation.
2) Definitions
Scope — The permissions granted (e.g., speak/receive info; make decisions; billing changes; cancellations).
Duration — Fixed end date or “until revoked”.
Preferred Contact — How we contact the Advocate (phone/email) and best time.
3) SLA
Setup/changes: within 1 business day of receiving valid consent.
During contact: verify identity and scope every interaction.
4) Acceptable Consent Methods
Verbal (recorded in notes): capture exact wording and fields below; confirm back to the customer via SMS/email.
Written (email/letter) or Digital Form: accept clear instructions from the customer or a signed form.
5) Minimum Data to Capture (all methods)
Customer: full name, customer ID, DOB (or other verifier), preferred contact. Advocate: full name, organisation (if any), role, phone, email. Authority: scope (tick boxes), duration/expiry, any limitations, date/time captured, staff member ID.
6) Script — Offering an Advocate (when signs of need are present)
“If it helps, you can appoint an Advocate — someone you trust who can speak with us on your behalf. There’s no cost, and you can choose what they’re allowed to do. Would you like me to set that up now, or send you the short form?”
7) Script — Capturing Verbal Consent (customer present)
“Do you authorise [Advocate full name] to act as your Advocate for [scope] until [end date/‘until revoked’]? We’ll contact them via [phone/email]. You can change or cancel this any time.”
Record response verbatim.
8) Set‑Up Steps (Agent Checklist)
Search customer record and confirm identity.
Capture Advocate details and scope/duration (Section 5).
Upload any documents provided.
Flag the account with: Advocate name, scope icons, expiry date, and contact method.
Send confirmation to the customer (and to the Advocate if permitted), including: summary of scope, how to revoke, and contact options.
Note: “Advocate authorised — scope: [x]; duration: [x]; confirmation sent [method/time].”
9) Verification on Each Contact
Confirm the caller’s identity (customer or Advocate) using standard checks.
Check scope and expiry in the CRM.
If outside scope/expired: explain limits and offer to update authority with the customer present or via the form.
10) Handling Changes or Revocations
Accept via any channel.
Action within 1 business day.
Update CRM flags, add a revocation note, and send confirmation to the customer.
11) Accessibility & Supportive Practices
Offer interpreters or relay services on request.
Provide plain‑language explanations and written follow‑ups.
Apply trauma‑informed, respectful communication; avoid unnecessary repetition.
12) Edge Cases & Escalation
Guardianship/Power of Attorney/Court orders: seek a copy, store securely, and escalate to Team Lead for validation.
Suspected coercion or safety risk: pause, seek a Team Lead, follow safeguarding guidance.
Minors: follow NIKO’s youth/guardian procedure.
Third‑party organisations (e.g., financial counsellors): verify organisation email/ID and capture case reference.
13) Privacy & Security
Share information only within scope.
Store data per retention schedules; restrict access to need‑to‑know roles.
Include Advocate interactions in account history for audit.
14) Quality Assurance
Monthly spot checks of at least [x%] of new Advocate records for completeness, scope accuracy, and timely confirmations.
Quarterly review of metrics: setup turnaround, errors, complaints, accessibility requests, and time‑to‑resolution.
15) Customer‑Facing Confirmation (Template)
Subject: Your Advocate has been added
Hello [Customer name],
You’ve appointed [Advocate name] as your Advocate for [scope], valid [duration]. We’ll contact them via [contact method]. You can change or revoke this at any time by replying to this message or visiting [link].
Thanks,
NIKO Computers Support
16) Advocate Appointment Form (Fields)
Customer details
Advocate details
Scope (tick to authorise):
□ Speak & receive information
□ Manage billing & payments
□ Make plan/product changes
□ Request cancellations/credits
□ Other limits: ____________
Duration:
□ Until revoked
□ Until (date): ____ / ____ / ______
Preferred contact for Advocate: phone/email and best time
Customer signature/consent statement (or verbal consent record)
17) Review Cycle
This document is reviewed annually or sooner if processes, systems, or legal requirements change.
