Okay. And was that was that an appropriate way to incentivise your sales agents, – Mr Howden?Ms Orr, when you’re running a call centre you need to have incentives to keep the staff motivated. The intent was to keep the staff motivated. And you accept that this incentive campaign was a contributing factor ?I do accept that. to the ?I do accept that. misconduct that led to the in funeral insurance sales to Aboriginal and Torres Strait Islander people in 2015?Correct. This sales incentive program coincided with the introduction of the refer a friend campaign, didn’t it?We always had a refer a friend campaign. But during this time, that campaign was abused. I did send a correction correction to the original – statement. I just want to understand that, because I will tender this document before I turn to – another, Commissioner. THE COMMISSIONER: Vespa sales battle rounds 1 and 2, SAF.0004.0001.0236, exhibit 4.181. EXHIBIT #4.181 VESPA SALES BATTLE ROUNDS 1 AND 2 (SAF.0004.0001.0236) MS ORR: Could I ask that you go back to the internal file note about the investigation again, SAF.0004.0001.0220. And I will ask that you be shown 0221 and paragraph 8: Select advised that two incentive arrangements, being a boat cruise incentive for the second quarter of 2016 and a Vespa prize that coincided with the introduction of the refer a friend campaign (offering gift vouchers to customers) were contributing factors to the spike. Now, is that correct? Were these incentive programs introduced at a time that coincided with the introduction of the refer a friend campaign?No. The refer a friend campaign we’ve always had. Yesterday you showed an exhibit The flyer?The flyer. The refer a friend flyer?Correct. But what happened at this time coincided with these incentives, but certain agents chose to abuse that refer a friend program.
Okay. And was that – was that an appropriate way to incentivise your sales agents, Mr Howden?Ms Orr, when you’re running a call centre you need to have incentives to keep the staff motivated. The intent was to keep the staff motivated. And you accept that this incentive campaign was a contributing factor ?I do accept that. to the ?I do accept that. misconduct that led to the in funeral insurance sales to Aboriginal and Torres Strait Islander people in 2015?Correct. This sales incentive program coincided with the introduction of the refer a friend campaign, didn’t it?We always had a refer a friend campaign. But during this time, that campaign was abused. I did send a correction – correction to the original statement. I just want to understand that, because – I will tender this document before I turn to another, Commissioner. THE COMMISSIONER: Vespa sales battle rounds 1 and 2, SAF.0004.0001.0236, exhibit 4.181. EXHIBIT #4.181 VESPA SALES BATTLE ROUNDS 1 AND 2 (SAF.0004.0001.0236) MS ORR: Could I ask that you go back to the internal file note about the investigation again, SAF.0004.0001.0220. And I will ask that you be shown 0221 and paragraph 8: Select advised that two incentive arrangements, being a boat cruise incentive for the second quarter of 2016 and a Vespa prize that coincided with the introduction of the refer a friend campaign (offering gift vouchers to customers) were contributing factors to the spike. Now, is that correct? Were these incentive programs introduced at a time that coincided with the introduction of the refer a friend campaign?No. The refer a friend campaign we’ve always had. Yesterday you showed an exhibit The flyer?The flyer. The refer a friend flyer?Correct. But what happened at this time coincided with these incentives, but certain agents chose to abuse that refer a friend program.
transcript-5-july-2018.docx