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Call Suppression when taking payment card details – Policy

BACKGROUND We are obliged to adhere to Payment Card Industry Data Security Standards (PCI DSS) via our Payment Service Provider (Trust Payments) in relation to obtaining customers’ payment card details during ‘Card Not Present’ transactions (i.e. where card details are given over the telephone). We have robust data protection policies to ensure that this information cannot be used for malicious purposes. PROCESS When taking card details from the customer over the telephone, you must ensure that you do not record the following: Card number Expiry date CVV number Before the customer gives you the details of the new card they are looking to pay with, please advise them you are stopping the call recording and press *123. Once the card details are discussed, explain to them that you are now restarting the recording and press #123. EXAMPLE Customer: I would like to pay for a confirmation statement using a new bank card Executive: No problem, I have added the statement to your card and I’m checking out on your behalf. Before you confirm the full card number, I will stop the recording, just one moment. (PRESS *123) à Now the call is not recorded until you press #123 Customer confirms the card number, expiry date and CVV number, but the call is not recorded. Executive: Thank you for confirming the card details, I will now restart the call recording (PRESS #123). à Now the call is recorded again. FAQs Question: Do I have to stop the recording if the payment card is already on file? Answer: No, this is just for capturing payment information (full card number, expiry date and CVV number) Question: What happens if I stopped the recording with *123 and I forget to press #123 on my phone afterwards? Answer: In that case, only the first half of the call will be recorded, until the point you pressed *123 on your phone. Please note, we have to record the calls so you always have to press #123 after the card details have been discussed. Question: Can I write down the card details on a writing pad or as a note on my computer? Answer: No – you must only enter the card details into payment pages of our website or eFiling. Any other logging of this information could lead to disciplinary action being taken against you, and possible criminal prosecution.