Welcome MATE! Gerard Frack Managing Director, ACN Pacific

Welcome MATE! Gerard Frack Managing Director, ACN Pacific

Huge Opportunity for nbn Sales nbn is now a ‘switching market’ with 10 million homes now serviceable and many customers out of contract or on month-to-month plans Almost all customers have gone through the pain of connecting to nbn for the first time MATE have best-in-class process for switching customers and some of the most competitive pricing available Customers switching nbn providers with compatible modems can be up and running in as fast as 24 hours from placing their order – and with an almost seamless transition!

MATE – Our recommended partner for best customer experience 4.4 /5 July 2020 4.4 stars out of 5 from 1,882 reviews!

Product Training Anthony Panto-Blake Head of Product ACN Pacific

Agenda Launch timeframes Accreditation requirements Do’s & don'ts for MATE Social media guidelines Customer journey Compensation & point allocation Contact & support ACN service shutdown and migration

Launch timeline Existing ACN Broadband & Phone Migration Customer Launch Before September 1 July - 24 August IBO Soft Launch Friday 7th August Existing ACN Branded Products will begin purging from end of September in normal purge cycle Purging to continue gradually over a number of months – Independent Business Owners have sufficient time to replace points

New MATE Service Sign-Up 7 August – Phase 1 Soft Launch Sign-up of IBOs own services recommended Sign-up page link provided Friday 7 August Email notifications Points will appear in PCL upon full launch Feedback: IBO Survey & [email protected] Before September 1 – Phase 2 Full Launch Sign-up of customers & IBOs Customers allocated to IBOs in PCL Sign-up via Personal IBO Website available Missing Customer Claims process IMPORTANT TO NOTE: Sign ups during Phase 1 won’t count towards qualification or bonuses, and for IBO remuneration purposes, all orders placed during Phase 1 will have their original order date calculated from the first day of the full launch.

Phase 1 Soft Launch Email Notifications Order Received & Activated Order Issue or Disconnection

ACN IBOs must complete these Accreditations before referring customers: Customer Acquisition Code and Quiz (approx. 20 mins) MATE Accreditation Training and Quiz (approx. 15 mins)

Only Only sell sell to your to your warm warm market market DO’S Only Only use use the ACN the ACN MATE MATE sign-up sign-up journey journey DON’TS Only Only customer customer ss are are to to submit submit applicatio applicatio n n Customer Customer ss must must sign sign up up themselve themselve ss No No cold cold marketing marketing Never Never submit submit orders orders on on behalf behalf of of customer customer ss Do Do not not collect collect or or retain retain personal personal customer customer info info

IBOs should not hold personal information Personal Information is defined as “any information that can identify an individual”. Examples include but are not limited to: Name Address Date of birth A photo of their ID

Social Media Guidelines 4 Golden Rules of Social Media: Only use marketing materials provided by ACN Do not create your own materials Do not modify the imagery or language provided by ACN Only promote the MATE brand, products and promotions to your warm market Do not use call to action with a sales implication, such as ‘order now’, ‘sale’ etc. Resourc es Shareable social tiles Re-share materials posted by the official ACN Pacific Facebook page, including T&Cs Refer to the Social Media User Guide for detailed do’s and don’ts of promoting MATE IMPORTANT Breaking the rules can lead to sanctions, including claw back of commissions earned and/or termination of an IBO’s position

Typical Broadband Customer Sign up Journey Online sign up Confirmation Email & SMS Day 1 5-minute sign up process Email and SMS includes MATE Code BYO modem setup Broadband service activated Day 2-19 Day 2-19 MATE will assist with modem settings or plug and play instantly if you purchase the MATE modem Once modem set up is complete, customer is up and running. Entire process can be complete in as little as 1-3 business days.

Typical Landline Phone Number Porting Online sign up Confirmation Email & SMS Day 1 5-minute sign up process Email and SMS includes MATE Code MATE Request Number transfer from old provider Number Port Completed Day 4 Day 4-14 Number port request is actioned by MATE Number port can take 1-6 weeks, with average ports taking less than 2 weeks

Keeping Landline Phone Numbers Generally, if the customer’s landline number is ACTIVE with another provider, MATE will be able to transfer (port) this number. Please note number transfer process only commences once your nbn internet service has been activated with MATE. Exceptions: – Customers moving from ADSL to nbn FTTC – for technical reasons customers usually cannot keep their existing number (Contact MATE Support for more details as there are some solutions with cost to customer) – ADSL customers moving to MATE from Optus ADSL or TPG won’t be able to retain their existing number

Mobile Customer Sign Up Journey Confirmation Email & SMS Online sign up Day 1 5-minute sign up process Email and SMS includes MATE Code SIM card shipped Day 2 SIM typically arrives within 2-5 business days SIM card arrives Complete porting Activate SIM card Day 3-10 Online process, typically ported within a few hours SIM card active and ready

Common Application Issues Incorrect credit card details or expired credit card Unsuccessful payment due to insufficient funds on the credit/debit card Incorrect porting details Incorrect email supplied Incorrect mobile/home phone number Inactive number to port to MATE

Please note: IBOs cannot sign up existing MATE services. MATE Compensation Plan NEW - Mate Mobile (Post-paid) Service Type Plan Plan Plan Plan Plan 20 25 30 35 40 Order Type Post-paid Post-paid Post-paid Post-paid Post-paid Plan Contract Term 36 Months 36 Months 36 Months 36 Months 36 Months Plan Fee Points 20 25 30 35 40 1 1 1 1 2 Monthly Commissionable Revenue 50% of monthly plan fee 50% of monthly plan fee 50% of monthly plan fee 50% of monthly plan fee 50% of monthly plan fee Duration of Points and Commission Up to 36 months Up to 36 months Up to 36 months Up to 36 months Up to 36 months Mate Broadband Plan All plans Plan Contract Term 36 Months Points 2 Monthly Commissionable Revenue 18.18 (ex GST) Duration of Points and Commission Customer tenure up to 36 months Ported numbers: Points count immediately following activation. New numbers: Points will count immediately following activation, and will be eligible for CQ position qualification, but will not be eligible for customer bonuses. ACN switched services: Points count following 45 days of service.

Points in PCL When will customers appear in my Personal Customer List? Once a MATE customer submits their application and the order is approved on payment Points load into your PCL within 24-48 hours PCLs updated twice daily MUST complete Accreditation, otherwise the order will be marked ‘Incomplete’ Any issues contact IBO support (after 5 business days) Customer places order Order approved by MATE Loaded into PCL without Points Points loaded in PCL as ‘Incomplet e’ status within 2448 hours

ACN Rules Customers must place an order themselves – an IBO cannot order on a customer’s behalf Warm network referrals only Never collect personal information Always ensure your customer double checks their contact details and porting (for Mobile) or CHURN/transfer (for Broadband) details during sign up

MATE Support For customer enquiries [email protected] For IBO enquiries (i.e. points, residuals, bonuses, etc.) IBO Support Team via www.acnpacific.com/contact-2/ For feedback : [email protected] Missing Claims: Enter into webform on Compass For other training, marketing and support resources: ACN Pacific Compass

ACN Broadband and Phone Migration Anthony Panto-Blake Head of Product, ACN Pacific

The Migration Campaign: Touchpoints ACN Services disconnection reminders and call to switch: Emails Bill message MyAccount message SMS Outbound calls Direct mail

MATE Modem Compatibility MATE has advised that ACN-supplied modems that were supplied to customers signing up to an ACN nbn service are compatible! ACN ADSL Customers may be able to use their ACNsupplied modem that was used to connect their service, although, MATE cannot guarantee that this modem will work with their specific nbn technology. Customers can also use a modem not supplied by ACN, provided it is not locked to the provider it was purchased from Customers can also purchase a pre-configured, premium quality AC Wi-FI, nbn -ready modem from MATE for 165 when you switch to MATE.

Landline Phone Number Porting Online sign up Confirmation Email & SMS Day 1 5-minute sign up process Email and SMS includes MATE Code MATE Request Number transfer from Old Provider Number Port Completed Day 4 Day 4-14 Number port request is actioned by MATE Number port is usually completed within 2 weeks ACN will look to keep VoIP (phone services) active even after broadband has been cancelled, to allow these phone services to work on the MATE Broadband service until the phone number transition to mate has completed

MATE Support For customer enquiries [email protected] For IBO enquiries (i.e. points, residuals, bonuses, etc.) IBO Support Team via www.acnpacific.com/contact-2/ For feedback : [email protected] Missing Claims: Enter into webform on Compass For other training, marketing and support resources: ACN Pacific Compass