These days there are company policies for almost everything - who may use letterheads and under what circumstances, Internet access, e-mail use and so on. And with good reason. Imagine the potential damage a firm`s reputation would suffer, both legally and financially, if one of its employees were found to be using its official e-mail facilities to raise money for some non-existent charity, or if its servers stored child pornography.
Having a policy in place goes a long way to protect a company from legal repercussions. When a rogue staff member uses the company`s facilities to conduct illegal activities, the fact that there was a policy in place and he was aware of it means the responsibility for that staff member`s actions falls squarely on his shoulders alone. Policies also justify companies when they fire someone for being in breach of company rules.
This is basic stuff. We`ve all heard it before, although there still are many companies that do not have watertight policies on various things that would render them vulnerable in one way or another.
But simply having a policy in place and ensuring that employees are aware of it is not enough to protect a company`s image, even though its legal case is incontrovertible. Telkom is a prime example, as my overriding impression of the company, as a customer, is that it is an employer that has attracted innumerable scoundrels into its ranks.
My most recent experience with one of these people came last month when I was phoned at home and offered a new product. "For just R9 a month, you nominate five frequently used phone numbers and you get a 50% discount when you call them," the friendly agent said.
"Fifty percent?" I asked. "Yes, sir," she confirmed. I asked if this were in both peak and off-peak times.
When it doesn`t monitor its staff members and enforce those policies that it has in place, its reputation suffers.
Iain Scott, finance editor, ITWeb
"Yes, sir." Long distance and local? "Yes, sir." Most of my family members live in East London, so naturally, to save costs on my long-distance bills, I signed up immediately.
I was surprised when I opened my next account and found that the package gave me not 50% off those calls, but 10%. Had I misheard the agent? My wife assured me I had not, because she heard me confirming that it was 50%.
Annoyed as I was, I did not get around to calling Telkom and demanding an explanation. That was until I found that my parents-in-law had experienced the same deception. My father-in-law, being a retired banker, does not get numbers wrong. He knows when he is offered 50% off.
This week I made the call to Telkom. After a brief internal investigation, I was informed that the person who offered us the service "may have been misleading people". However, she apparently no longer works there. That was it. Investigation over.
"What about the recording of the phone call?" I asked, as I had been told the call was being recorded "for quality purposes". The answer: only some calls are recorded, not all of them. Mine was not one that was taped. Perhaps this was a rogue wanting to meet sales targets and earn a better commission.
If this is true, she is in good company. Another rascal has been selling my unlisted phone number and address. Although Telkom denies this, I received confirmation one night when one of many telesales agents interrupted my meal.
He asked me if I were IS Scott of some address in John Vorster Road. The name and phone number were right, but the address was not. When I asked where he got the phone number, I was told he received it from Telkom.
"Oh no," the Telkom person protested when I enquired. "It is strictly against our policy to give out unlisted phone numbers."
"What address do you have for me?" I asked. The answer: John Vorster Road. The same incorrect address the telesales person had. When confronted with this information, I was told that there may have been someone at Telkom making money from this, but it was against policy. Naturally, I now declined to give my correct address when asked for it.
It may be against Telkom policy to mislead its customers. It may also be Telkom policy to protect the details of customers with unlisted phone numbers. I do not believe for one minute that Telkom itself engages in unethical practices. But when it doesn`t monitor its staff members and enforce those policies that it has in place, its reputation suffers. The same is true for any company.
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