2013 PROGRESS WITH TELECOM
John,
You have advised in your latest response that
Telecom received two verbal complaints from customers which you were given the opportunity (which was taken) to respond to. The details of the verbal customer complaints (and your responses) were summarized in writing by Telecom during the process.
so based on that statement, the original notes that were summarized , which would have mentioned myself by name...should have been provided as part of the frequent requests under the provisions of the privacy act..They were not..May these now be promptly provided.
There will be an expectation that the reason for the non delivery of these documents at the first request be explained in full.
For clarity I will reiterate.
My frequent requests were specific and required information in all and any format to be provided
Including but not excluding any other form of communication.
“Including any and all recipients/participants of any emails, memos, note voice call one on one meeting that are pursuant to the above concerns”
“All information gathered on myself by your department in relation to all details presented to me at the initial meeting that occurred with Shaun Hoult my team leader on said Sunday night in late 2009
The exact and complete detail in how when, why and in what context , has not been supplied but rather redacted versions; which could by omissions not give a complete and accurate picture, and may thus influence external judgement s.
so to avoid further confusion for each instance can the following be provided
• audio copy from Telecoms system of the complaint in full
• time stamped
• extension number it was received on
• person whom received the call so its veracity can be established
• the complete and original copy of notes taken, in whatever format, including hand written, memo screen but not excluding any other form of communication.
• correspondence between that person and management in whatever format
• correspondence of management pertaining to the specific complaints in whatever format
• correspondence in regard to what actions were taken by whom within management
• indication by time and date stamp that it was addressed to/with myself within 48 hours of the “incidents” occurring as is required
• What action was taken by senior management with the individual customers to resolve their complaints, and the context my name was mentioned in whatever format or communication medium?
• Any other relevant information in the paper trail, or procedural process from reception of the compliant to its satisfactory conclusion with the customer.
• Advice that the customer was satisfied with the resolution.
The absence of all this normal and required process and the associated paper work with details continue to place their existence in doubt. Indeed it is the core of the concerns
Going forward it will be required to be presented; it will be a detail within the intended petition.
Of particular interest is the audio of the calls from the intellectually handicapped person, as the intention is to have the content of my initial call with her and her compliant call compared...both will be available via Telecoms recording system, the language and terminology advised as used in the complaint call, is clearly not that of the person with whom I originally interacted.
No doubt they would have been transcribed in full and filed...and the subject within that and other formats; of numerous discussions between, Shaun Hoult, Michelle Young, Bridget Dalzell, Ian Galloway Hannah Sullivan. Each would have listened to same as part of their assessment of actions going forward, thus associated paperwork and process will be easily obtained from the numerous inter related actions of all.
Further you advise that you were given the opportunity (which was taken) to respond to
Part of that response was repeated requests from myself; as referred to above it wasn't attend to and they failed to provide it
It was disappointing; if not offensive, to become aware that not all of my responses within these meetings were included in the meeting notes, which were sworn off as true and correct...my witnesses in attendance, can attest to this.
My only option at the time was to refuse to sign.
I therefore request the name of the person that has given that assurance so I can refer the appropriate person investigating and/or the petition to them.
Your choice of the word representations is ironic given the reality.
ANOTHER REQUEST
John,
In reference to the previous requests
To be quite clear I require for my intended petition going forward
Individual audio tapes or audio files and associated accurately transcribed hard copy, sworn as a true and correct record, of both of the original conversations that initiated the first contact with telecom by each of the customers concerned
Individual audio tapes or audio files and associated accurately transcribed hard copy, sworn as a true and correct record, of both original complaints by each of these same customers concerned; that lead to my disciplinary/performance review action.
By cob Friday as these will be required for subsequent meetings scheduled post Friday.
4 tapes and associated 4 transcriptions, sworn as true and correct in total by my estimation
I expect that Richard Lowe would have sighted, reviewed and commented on each of the same as part of his investigation, (as indeed all of management would have).
My expectation is that these views from Richard Lowe will be available at the conclusion of the latest Privacy request for information with the commencement date of August 20th 2009 5pm previously advised
Apologies for being pedantic but I’m over the obfuscation which signals to me perhaps these documents where never available these are simple steps which should have been done as a matter of course at the onset
In spite of repeated requests I never got them you have to ask yourself WHY???
That being said they should now be able to be made immediately available to you with by close of business today (ie find the file scan to pdf email to you)
If they can’t then your client has got a lot of explaining to do and has perhaps been acting dishonestly from the outset, unfortunately the unintended consequences of their actions coupled with the petition involving the ceo and the board will/may perhaps impact unfairly on yourself ,
STILL AWAITING A RESPONSE FRIDAY WHAT ON EARTH COULD BE THE PROBLEM I WONDER
NEXT MONTH A PETITION TO PARLIAMENT ADDRESSED TO CEO AND BOARD
THIS MEANS THAT IN THE NEXT SITTING OF PARLIAMENT QUESTIONS WILL BE ASKED ON THE FLOOR OF THE HOUSE
THAT RIGHT 100%RIGHT 100% OF TIME ARE WE HAVING DIFFICULTY MAINTAINING THE STANDARD I FEEL YOUR PAIN
Be very aware some if not all of the names below are the subject of a still open complaint for fraud with the Hamilton police
Bridgette Dalzell :current head of outsourced customer care at telecom New Zealand whom is Michelle Young's direct report at time of incident
Michelle Young :call centre manager Hamilton call centre, whom is Shaun Hoults direct report at time of incidents
Shaun Hoult: team manager weekend team Sat-Tues Hamilton
Iain Galloway HR representative for in Hamilton
Hannah Sullivan HR representative head office
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