ACC Online Services Website Agent and Advisor Training Manual Date :

01/10/2010

Version :

FINAL

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Table of Contents Table of Contents .......................................................................................................................2 Agent and advisor services .........................................................................................................4 1.1 Overview of pages ............................................................................................................................. 4 1.2 Page before logging on...................................................................................................................... 7 1.3 Registration ....................................................................................................................................... 9 1.3.1 Overview.................................................................................................................................... 9 1.3.2 Registration ‐ Introduction ........................................................................................................ 9 1.3.3 Agent and Advisor Self‐registration......................................................................................... 10 1.4 Activating accounts ......................................................................................................................... 15 1.5 Logging on ....................................................................................................................................... 20 1.6 Page after logging on....................................................................................................................... 21 1.6.1 Broadcast message .................................................................................................................. 23 1.7 Update my contact details............................................................................................................... 24 1.8 Search current account balances .................................................................................................... 28 1.9 View levy accounts .......................................................................................................................... 35 1.10 Update my levy payer contact details ............................................................................................. 38 1.11 Manage portfolio............................................................................................................................. 40 1.11.1 Overview.................................................................................................................................. 40 1.11.2 Creating and Deleting Portfolios ............................................................................................. 43 1.11.3 Link Levy Payer accounts to a Portfolio (Agent) ...................................................................... 44 1.11.4 Link Levy Payer accounts to a Portfolio (Advisor).................................................................... 49 1.11.4.1 Letters generated from linking Levy Payer to Portfolio................................................... 54 1.11.5 Removing and moving Levy accounts within a Portfolio......................................................... 57 1.11.5.1 Letters generated from Removing (Delinking) ................................................................ 61 1.11.6 Cancel link request from portfolio – Advisors ......................................................................... 63 1.11.7 Viewing linked Levy account’s details ..................................................................................... 64 1.11.8 Manage user access to a portfolio........................................................................................... 66 1.11.9 Removing users from a portfolio ............................................................................................. 68 1.11.10 Transferring portfolio ownership ........................................................................................ 69 1.11.11 Portfolio Link Report............................................................................................................ 71 1.12 ACC CoverPlus Extra ........................................................................................................................ 74 1.12.1 Overview of ACC CoverPlus Extra ............................................................................................ 74 1.12.2 Accessing the ACC CoverPlus Extra Pages ............................................................................... 75 1.12.3 ACC CoverPlus Extra Eligibility Page ........................................................................................ 78 1.12.4 ACC CoverPlus Extra Calculator Page ...................................................................................... 80 1.12.5 ACC CoverPlus Extra Calculator Results Page .......................................................................... 83 1.12.6 ACC CoverPlus Extra Application Page..................................................................................... 88 1.12.7 ACC CoverPlus Extra Page........................................................................................................ 93 1.13 Manage user accounts................................................................................................................... 102 1.13.1 Overview................................................................................................................................ 102 1.13.2 Adding new users .................................................................................................................. 104 1.13.3 Filter users ............................................................................................................................. 106 1.13.4 Portfolio link report ............................................................................................................... 107 1.13.5 User Profile ............................................................................................................................ 110 1.13.5.1 Update profile................................................................................................................ 112 1.13.5.2 Enable/disable account ................................................................................................. 114 1.13.5.3 Reset password and Unlock account............................................................................. 118 1.13.5.4 Delete user..................................................................................................................... 122 1.13.5.5 Reset activation codes ................................................................................................... 123 1.13.5.6 Portfolio Link report ...................................................................................................... 124 2

1.14 1.15 1.16 1.17

Change my password..................................................................................................................... 126 Edit my profile ............................................................................................................................... 127 Log out........................................................................................................................................... 128 Forgotten password....................................................................................................................... 128

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Customer > Agent and advisor services > Overview of pages

Agent and advisor services 1.1

Overview of pages

Agents and Advisors can self-register online or can be registered by an ACC Staff member. Full details on the self-registration process can be located in this document. The delegated registration process (registration by an ACC Staff member) can be located in the ACC Online Training Documentation Staff working with Customers document. Portfolios are used to manage access to clients. Portfolios can be created by any user with the Agent Portfolio Manager role or the Advisor Portfolio Manager role. An Agent Portfolio Manager or Advisor Portfolio Manager can have as many portfolios as they require. When an Agent Portfolio Manager or Advisor Portfolio Manager creates a portfolio they automatically become its 'owner'. When first created a new portfolio is empty - the first task for the owner will be to link some clients to the portfolio. The Agent Portfolio Manager and Advisor Portfolio Manager are both able to link clients to their portfolios directly. Once clients have been linked to a portfolio, the owner of the portfolio (whether an Agent Portfolio Manager or an Advisor Portfolio Manager) will have access to each client's ACC levy information. If the portfolio owner also wants to let other users view the ACC levy information of the clients contained within one of their portfolios then they need to grant the desired user(s) access to the portfolio. The owner of a portfolio can add/remove user access to a portfolio at any time - giving them control over whether access to those clients is kept private or shared with selected colleagues.

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Customer > Agent and advisor services > Overview of pages

The following diagram shows the pages that an Agent and Advisor with the roles of Portfolio Manager and User Admin has access to:

Notes: –

Agent and Advisors who hold the roles of “Portfolio Manager” and “User” will not have access to the Manage user accounts options.



Agents and Advisors who hold the roles of “User Admin” and “User” will not have access to the Manage Portfolio options.



Agents and Advisors must hold the role “User Admin” to have access to Update my contact details.

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Customer > Agent and advisor services > Overview of pages The following diagram shows the pages that an Agent or Advisor User account holder has access to. The User does not have access to the Manage user accounts, Manage portfolio or Update my contact details pages.

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Customer > Agent and advisor services > Page before logging on

1.2

Page before logging on

This section describes the pages that an Agent or Advisor will navigate through to gain access to the ACC Online Services website. 1. Navigate to the Landing page, https://online.acc.co.nz/ACCHomePage.aspx .

Note: Some screen shots in the following pages may reflect updated functionality relevant to Provider Portal access.

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Customer > Agent and advisor services > Page before logging on

2. Click on Agents and advisors. Expected result: The Agent and advisor services page displays.

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Customer > Agent and advisor services > Registration

1.3

Registration

1.3.1

Overview

Refer to the System & Process Overview – Levy & Scheme Group document for details of the registration process prior to the point where a customer is created in the ACC Online Services Website. Agents and Advisors can self-register online (see the next section for details) or can be registered by an ACC Staff member. Once the registration has been performed successfully the Agent or Advisor is automatically allocated the Portfolio Manager and User Admin roles. Users can be added to the account by any user that holds the role or by an ACC Staff member. The following section contains information about the registration process for Agent and Advisors. 1.3.2

Registration - Introduction

An Agent or Advisor can self-register or an ACC Staff member can perform a delegated registration. Refer to the ACC Online Training Documentation Staff working with Customers document for further information. When an Agent or Advisor self-registers they must enter 10 valid Levy Payer ACC numbers. These Levy Payers will be automatically linked to the Agent or Advisor and can be accessed once the customer has activated themselves. In order for the Agent or Advisor’s self-registration application to be completed successfully each Levy Payer must complete and send in an ACC1766 form. This form establishes a relationship between the Levy Payer and their Agent or Advisor’s organisation, granting permission to the Agent or Advisor’s organisation to view their client’s account details via ACC Online. A ‘privacy check’ takes place as part of each Agent or Advisor’s self-registration application. Valid ACC1766 forms must be in place in order to the self-registration application to be processed successfully. It is possible for an Agent and Advisor to also register as a Levy Payer themselves (via the My levy account pages), however this registration is independent of a registration as an Agent and Advisor. The same ACC number is used for the registration, but the customer would have to have two different usernames, (one for each customer area) and the information viewable under each account would be different. The Levy details that they see when logged in as a Levy Payer would be about their own company whereas the information they view when logged in as an Agent or Advisor is about the Levy accounts that are linked to their portfolio.

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Customer > Agent and advisor services > Registration

1.3.3

Agent and Advisor Self-registration

An Agent or Advisor can self-register by navigating to the Agent and advisor services page and clicking on the Register now hyperlink. Expected result: Agents and advisor services > Register page is displayed

1. Enter and data and click the Next button. Expected result: The Register page displays where the Agents / Advisor details are entered and confirmed. Notes  If the account has both an ‘S’ and an ‘E’ suffix and the Agent / Advisor enters the ‘E’ ACC number on the Register page, when they click the Next button the system will automatically change the registration to be for the ‘S’ account.  If the account has both a ‘D’ and an ‘E’ suffix and the Agent / Advisor enters the ‘E’ ACC number the system will automatically change the registration to be for the ‘D’ account. These are the same rules that are applied during delegated registration.

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Customer > Agent and advisor services > Registration

2. Enter valid data into all the mandatory fields 3. The Agent / Advisor should click on the https://online.acc.co.nz/ConditionsOfUse.aspx.link 11

Customer > Agent and advisor services > Registration and read the terms and conditions associated with the Agents and Advisors use of the ACC Online Services website.

4. Click on the Next button Expected result: The Register page displays. This page is used to capture ACC account numbers (including suffixes) of 10 Levy Payers that the Agent / Advisor must provide as part of the online registration application process, The Agent or Advisor must enter 10 valid ACC account numbers at this point.

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Customer > Agent and advisor services > Registration 5. Click the Next button: Expected result: The Register page where the Agent / Advisor selects the delivery method for their activation code is displayed. .



The Agent / Advisor can select to receive the activation code through an existing email address or a new email address. If they choose to enter a new email address they are prompted to enter it twice to confirm it is correct.



The secret phrase must be something that the Agent / Advisor will remember exactly as they will have to enter this phrase when they activate their account. The phrase can be one word or more, but must be a minimum of 7 and not more than 256 characters (including spaces and punctuation). The phrase is not case sensitive but the punctuation and spaces must be the same The words terms and conditions are a hyperlink that the customer should click on and read the terms and conditions associated with using the online website



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Customer > Agent and advisor services > Registration



If the customer has difficulty reading the picture display, they can change to another set of characters by clicking the refresh button.



When the correct email address has been selected the Agent / Advisor should click the Next button. Expected result: The Registration application complete page is displayed



At this point the Agent / Advisor self-registration application is handled as a workflow item and processed by an ACC Staff member. See the ACC Online Training Documentation Staff working with Customers document for further information

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Customer > Agent and advisor services > Activating accounts

1.4

Activating accounts

This section contains information about: 

the email that is sent to the customer that contains their activation code, and



how the Agent or Advisor activates their account.

If an Agent or Advisor is registered by an ACC Staff member, then they will receive an email within 2 hours which will contain an activation code. Once they have this code the Agent or Advisor will be able to navigate to the ACC online website and activate their account.

An Agent or Advisor who has completed a self-registration will receive their online account activation email after 10 ACC1766 forms have been received by ACC. Self-registration applications that have one or more ACC1766 forms that are ‘blocked’ (the relationship between an Agent or Advisor’s organisation and the Levy Payer has been end dated) or where after 21 days a valid ACC1766 form has still not been received, will be handled as a ‘Registration Escalation’. Activation emails will not be dispatched under these conditions. Note: the Users will only receive the email notification; their postal address is not recorded in the system, so the only option is for them to receive it via email. The email will be similar to the example shown on the following pages.

Activation Email Subject line:

Activation Code for your ACC Online Account

Dear

You can now activate access to your online agents & advisors account

Thank you for visiting ACC Online Services and registering to access your online agents & advisors account

To activate your access, please follow the easy steps shown below.

How to activate your access     

Use the following link to go straight to the ‘Activate access’ page: (alternatively, you can go to https://online.acc.co.nz/AgentAndAdvisorsServices.aspx and on the log on screen, click on ‘Activate your account’ ) On the ‘Activate your account’ page, enter your secret phrase (this is the secret phrase you chose when you registered) and the following activation code: You will now be taken to a ‘Create username and password’ page, where you can choose a username and password Once you’ve done this, you will be able to use this username and password at any time to access your online agent & advisor account

Need more information? Please do not reply to this auto generated email. If you have any questions about this email or ACC Online Services in general, please contact our Business Service Centre:  

phone email

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Customer > Agent and advisor services > Activating accounts The customer can then access the activation page by going directly to the activation access page (the URL detailed in the letter and email) or by following these steps: 1. On the Landing page click on Agents and advisors. Expected result: The Agent and advisor services page displays. 2. Click on Log on. Expected result: The Log on page displays. 3. Click on the activate your account hyperlink. Expected result: The Activate your account page displays.

4. Enter the Secret phrase and Your activation code (for new users) from the letter or email and click the Activate button. Expected result: The Activate your account page displays with the terms and conditions section displayed.

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Customer > Agent and advisor services > Activating accounts

It is important that the customer clicks on the terms and conditions hyperlink and reads them before they activate their account.

5. The customer needs to tick the checkbox to indicate that they have read the terms and conditions and click the Activate button.

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Customer > Agent and advisor services > Activating accounts Expected result: The Create password page displays.

All fields are mandatory on this page. The Security question needs to be something that the customer can easily remember the answer to. If the customer needs to reset their password in the future then this security question will be used to verify that they are the holder of the account. 6. Enter data in all of the fields and click the Save button. Expected result: The Password confirmed page displays.

7. Click the Next button. Expected result: The Agent and advisor services page displays with the customer logged on. The registration and activation process is now complete for the customer. They can choose to log out at this point or continue navigating the system. 8. Agents and Advisors that have completed the self-registration process successfully will be able to view their 10 linked Levy Payer accounts via a default Portfolio – Manage Portfolio > Portfolio list > Portfolio details page 9. A ‘Link’ notification is sent to each Levy Payer in the activated Agent / Advisor 18

Customer > Agent and advisor services > Activating accounts organisation’s default portfolio. 10. A ‘Linked to Levy Payer’ email is sent to the Agent / Advisor organisation:

To:

[Agent/Advisor Email Address]

Subject:

Levy Payer accounts linked to your ACC Online [Organisation Type] account.

Body Text:

Dear [Agent/Advisor First Name] [Agent/Advisor Surname]

We've arranged access to the following Levy Payer online accounts from your account: ACC Account Number

ACC Account Name

[ACC Linked Account Number 1]

[ACC Linked Account Name 1]

[ACC Linked Account Number 2]

[ACC Linked Account Name 2]

[ACC Linked Account Number 3]

[ACC Linked Account Name 3]

[ACC Linked Account Number n]

[ACC Linked Account Name n]

You should now be able to access these accounts by viewing your account portfolio on ACC Online.

Need more information? Please do not reply to this auto generated email. If you have any question about this email or ACC Online Services in general, please contact our Business Service Centre: Phone: Email: 11. An Oracle Note is generated and stored for each account linked to an Agent / Advisor Portfolio. These records are later extracted and uploaded into the core Oracle system.

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Customer > Agent and advisor services > Logging on

1.5

Logging on 1. On the Landing page click on Agents and advisors Expected result: The Agent and advisor services page displays. 2. Click on Log on. Expected result: The Log on page displays.

3. Enter data and click the Log on button. Expected result: The Agent and advisor services page displays with the customer logged on.

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Customer > Agent and advisor services > Page after logging on

1.6

Page after logging on

The customer is now logged in and the action box displays the areas of the online website that they have access to and a link to Change my password. The right hand end of the banner displays: 

the customers first name and surname,



the area the customer is logged in to, and



a link to Edit my profile.

Portfolio Managers will see the Agent and advisor services page as follows:

Note: The Manage user accounts hyperlink is displayed to Agents and Advisors who also hold the Agent and Advisor User Admin role. Those holding this role can also hold the role of Portfolio Manager.

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Customer > Agent and advisor services > Page after logging on Agents and Advisors who do not have the Portfolio Manager or User Admin role (referred to as “Users” in this document) will see the Agent and advisor services page as follows, the difference is that Users do not have access to the Manage portfolio or Manage user accounts hyperlinks:

Note: Most screen shots in this manual will show the action box for the Portfolio Managers.

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Customer > Agent and advisor services > Page after logging on

1.6.1

Broadcast message

When logged in, customers may see a broadcast message providing them with additional information relevant to the ACC Online web site. For example, it may detail a planned outage and advise when the web site will be unavailable. The message will be displayed above the Online forms, Calculators and What’s new? sections.

Note: if a broadcast message is displayed, it will only be visible on the Levy services page. Once the user accesses a particular function (e.g., Manage user accounts) from the action box, the message will no longer appear.

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Customer > Agent and advisor services > Update my contact details

1.7

Update my contact details

Agents and advisors who hold the role of Agent and Advisor User Admin are able to use this option to update their postal address and contact details. To view and update details, the agent or advisor needs to click on the Update my contact details hyperlink in the action box. If they are on a page that does not contain the action box then they need to return to the Agent and advisor services page first.

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Customer > Agent and advisor services > Update my contact details

The Update my contact details screen displays as follows and will show the most recent contact details:

Details contained in the sections Postal address, Telephone details and Email address can be modified as required. Clicking on the NZ Post – Postcode finder hyperlink beside the NZ Postcode field, opens another browser window containing the NZ Post postcode finder website. This allows the user to search for a postcode. To complete the update, the agent or advisor needs to select the Yes, I agree check box and click Submit. 25

Customer > Agent and advisor services > Update my contact details On successful submission of updated contact details, the Update Confirmed message is displayed.

Clicking OK returns the agent or advisor to the Agent and advisor services page. Note: If the Contact details status: field already displays Changes received with thanks, update is pending when the Update my contact details page is first accessed, a change has previously been received but has not yet been processed by the core systems. To cancel any changes made prior to saving, i.e., before clicking Submit, click Cancel. The following page displays:

To continue and cancel the update, click OK. To return to the Update my contact details page, click Back.

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Customer > Agent and advisor services > Update my contact details

The View contact detail history hyperlink allows the agent or advisor to view the last two changes made and submitted using the Update my contact details on-line form.

To view, click on the View contact detail history hyperlink below the Contact details status: field.

Expected result: the View my contact details history page is displayed.

Note: the information displayed on this screen is read-only, i.e., data cannot be modified on this page.

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Customer > Agent and advisor services > Search current account balances

1.8

Search current account balances

For the Agent or Advisor to search for outstanding invoices for any of the Levy accounts linked to their portfolio, they need to click on the Search current account balances hyperlink in the action box. If the customer is on a page that does not contain the action box then they need to return to the Agent and advisor services page first.

1. Click on the Search current account balances hyperlink.

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Customer > Agent and advisor services > Search current account balances

Expected result: The Search current account balances page displays.

Note: If many linked Levy accounts have outstanding amounts and there are multiple rows or pages of results, then the filter controls can be used to refine the list by filtering on the ACC number.

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Customer > Agent and advisor services > Search current account balances

2. Click on the Print current account balances hyperlink to print this list. Expected result: The following will open in a new window where the customer can choose to save a copy of the list as a pdf file or print it out.

Note: Accounts are sorted by descending (debit) current account balance amount, i.e., the largest debit outstanding current account balances are listed first.

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Customer > Agent and advisor services > Search current account balances

3. To view additional details about an outstanding amount, click the Levy accounts ACC account number hyperlink in the Search results area. Expected result: The Levy details page displays containing information for the ACC number that was clicked on. This is the Levy details for a Levy account that is linked to the Agent and Advisor portfolio.

Note: The Levy details page will default to the Current details tab.

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Customer > Agent and advisor services > Search current account balances

4. Click the Outstanding amounts tab. Expected result: The Outstanding amounts tab displays:

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Customer > Agent and advisor services > Search current account balances

5. To view a detailed transaction history for the previous four years, click on the Transaction listing tab. Expected result: The Transaction listing tab displays:

6. To view invoices for the account, click on the Invoices tab.

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Customer > Agent and advisor services > Search current account balances

Expected result: The Invoices tab displays. 7. To navigate back to the Search current account balances page, click the < Back to search hyperlink. Or the customer can click the Agent and advisor services > View levy accounts

1.9

View levy accounts

For the Agent or Advisor to view a list of all the Levy accounts they have linked to their portfolios, they need to click on the View levy accounts hyperlink.

Expected result: the View levy accounts search results page is displayed:

Note: If many linked Levy accounts are displayed in the search results the filter controls can be used to refine the list by filtering on the ACC number or Account name. To view additional details about an account amount, click the Levy accounts ACC number hyperlink in the Search results area. 35

Customer > Agent and advisor services > View levy accounts Expected result: the Levy details page is displayed, with the Current details tab displayed by default.

Refer to earlier section Search current account balances (step 3 onwards) for information about viewing the levy details. The You are covered by section can contain different hyperlinks depending on whether the Levy payer is eligible for ACC CoverPlus Extra, has an existing application or an existing policy for ACC CoverPlus Extra. The screenshot above shows when a Levy payer does not have an application or an existing policy for ACC CoverPlus Extra.

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Customer > Agent and advisor services > View levy accounts

The following screenshot shows when a Levy payer has applied online for ACC CoverPlus Extra and the application is still being processed:

The following screenshot shows when a Levy payer has an existing ACC CoverPlus Extra policy:

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Customer > Agent and advisor services > Update my levy payer contact details

1.10 Update my levy payer contact details Agents and advisors who hold the role of Agent and Advisor Portfolio Manager are able to use this option to update the postal address and contact details for any levy payer linked to their portfolio. To view and update details, the agent or advisor needs to click on the Update my levy payer contact details hyperlink on the View levy accounts > Levy details page (refer to previous section View levy accounts for details of how to access this page).

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Customer > Agent and advisor services > Update my levy payer contact details

The Update my levy payer contact details screen displays as follows and will show the most recent contact details:

The View contact detail history hyperlink allows the agent or advisor to view the last two changes made and submitted using the Update my contact details on-line form. For more information on completing this form and accessing the contact detail history, refer to the previous section Update my contact details.

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Customer > Agent and advisor services > Manage Portfolios

1.11 Manage portfolio 1.11.1

Overview

The following section contains information about how an Agent or Advisor Portfolio Manager uses the Manage portfolio pages. The areas covered in this section are: 

creating and deleting portfolios



adding (linking) Levy accounts to a portfolio – both Agent and Advisor Portfolio Managers can do this,



removing (de-linking) Levy accounts from a portfolio – both Agent and Advisor Portfolio Managers can do this, and



viewing added (linked) Levy account Levy details



adding users to a portfolio



using the Portfolio link report to get all the portfolios managed by the user

To access the Manage portfolio pages, click the Manage portfolio hyperlink in the action box. If the customer is on a page that does not contain the action box then they need to return to the Agent and advisor services page first.

On entry to the Manage portfolio page, all created portfolios belonging to the Porfolio Manager will be displayed (on the Portfolio list page). Where there are no portfolios, the Manage portfolio – Portfolio list page displays as follows:

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Customer > Agent and advisor services > Manage Portfolios

Where there are created portfolios, the Manage portfolio page will look similar to the following screenshot.

The Agent / Advisor will be able to sort the results table and/or filter the results to refine the list of portfolio’s (see the sections Secure site general > Page components > Search parameters and Search results for details). If the customer clicks on a Portfolio name displayed in the Search results table, the Portfolio details page will be displayed. Notes: 41

Customer > Agent and advisor services > Manage Portfolios 

Users do not see the Manage portfolio hyperlink. They can view levy details by using the Search current account balances or View levy accounts hyperlinks to search for and display linked accounts.

42

Customer > Agent and advisor services > Manage Portfolios

1.11.2

Creating and Deleting Portfolios To create:

1. Select the Manage portfolio hyperlink in the action box. Add a name to the Portfolio name field and click Create portfolio. The Manage portfolio > Portfolio details page is displayed. To add accounts to the portfolio, refer to the Adding Levy accounts to a portfolio section below.

2. To change or amend the portfolio name, click Edit portfolio name. Modify the name as appropriate and click Save. On successful save the Manage portfolio > Portfolio details page is displayed. To delete: 3. Select the Manage portfolio hyperlink in the action box and select a Portfolio name from the portfolio list. Click Delete portfolio. A portfolio can only be deleted if all added (linked) accounts and users have first been removed.

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Customer > Agent and advisor services > Manage Portfolios

1.11.3

Link Levy Payer accounts to a Portfolio (Agent)

An Agent Portfolio Manager can link Levy Payer accounts to a portfolio through the Manage portfolio page. 1. Click the Manage portfolio hyperlink in the action box. Expected result: The Manage portfolio page displays.

2. Select a Portfolio name from the portfolio list. Expected result: The Manage portfolio – Portfolio details page displays. The screenshot below illustrates the page layout for an Agent.

44

Customer > Agent and advisor services > Manage Portfolios

45

Customer > Agent and advisor services > Manage Portfolios

3. Click on the Request client link hyperlink. Expected result: The Selection screen displays.

46

Customer > Agent and advisor services > Manage Portfolios 4. Enter an ACC number (or numbers) and click the Next button. In the screenshot above the example given shows that the ACC account number ‘A1423432’ was entered. Expected result: The Link to portfolio > Details page displays with all ACC account number and suffix combinations that are available to add displayed. In the screenshot below the example shows that one of the ACC numbers entered in the Selection page has two suffixes, so there are three accounts available to add.

5. The Agent should choose which ACC accounts they wish to add to their portfolio by ticking the checkbox for that row and then clicking the Link button. Expected result: The Link to Portfolio – New linked levy accounts page displays with the newly linked Levy accounts listed. 6. The agent can either click the Yes button to return to the Selection page where they can enter more ACC numbers to add to their portfolio or click the No button to return to the Portfolio details page.

47

Customer > Agent and advisor services > Manage Portfolios

7. Letters are generated to send to the linked Levy account holders to advise them of the linking..

48

Customer > Agent and advisor services > Manage Portfolios

1.11.4

Link Levy Payer accounts to a Portfolio (Advisor)

An Advisor Porfolio Manager can link Levy Payer accounts to a portfolio through the Manage portfolio page. 

Click the Manage portfolio hyperlink in the action box. Expected result: The Manage portfolio page displays.

49

Customer > Agent and advisor services > Manage Portfolios

1. On the Manage portfolio > Portfolio list screen, click on a Portfolio name. Expected result: the Portfolio details page is displayed. The screenshot below illustrates the page layout for an Advisor.

2. Click the Request client link hyperlink. Expected result: The Link to portfolio > Selection page displays.. 3. Enter an ACC number (or numbers) and click the Next button. Expected result: The Link to portfolio > Details page displays with all ACC account number and suffix combinations that are available to link displayed. The screenshot below illustrates the page layout for an Advisor.

50

Customer > Agent and advisor services > Manage Portfolios

4. Choose which ACC accounts need to be linked to the Advisor’s portfolio by ticking the checkboxes for the rows an then click the Link button. Expected result: The Link to Portfolio > New link request confirmation page displays. The screenshot below illustrates the page layout for an Advisor.

5. Either click the Yes button to return to the Selection page where more ACC numbers can be entered to link to the Portfolio or click the No button to return to the Portfolio details page.

51

Customer > Agent and advisor services > Manage Portfolios

Important Note: If a Levy payer has supplied a valid ACC1766 consent form then the Levy payer record will be visible in the Linked clients section of the Portfolio details page and is recognised as a client linked to the Advisor’s Portfolio..Letters are generated and sent to the linked Levy account holders to advise them of the linking

52

Customer > Agent and advisor services > Manage Portfolios

Important Note: If a Levy Payer has NOT supplied a valid ACC1766 consent form then the Levy payer record will be visible in the Link request section of the Portfolio details page. The client is NOT linked to the Advisor’s Portfolio.

53

Customer > Agent and advisor services > Manage Portfolios

6. If a Levy Payer has not supplied a valid ACC1766 consent form within 14 days then a reminder email is sent to the Advisor :

7. If a Levy Payer fails to supply a valid ACC1766 consent form within 30 days then the Link request record is set to expired and is no longer visible in the Link request section of the Portfolio details page 1.11.4.1 Letters generated from linking Levy Payer to Portfolio When a Levy Payer account is added (linked) to a portfolio, a letter is sent to the Levy account holder. This letter is generated regardless of whether the linking is done by an Agent, Advisor or ACC Staff member.

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Customer > Agent and advisor services > Manage Portfolios

We’ve granted an agent/advisor access to your online account We’ve received a request from to have access to online account no . We have granted this request, which means this agent can now view the information ACC provides online about . If for any reason you don’t want this agent to have the access granted, please contact us immediately about this. Need more information? If you have any questions about this letter or ACC Online Services in general, please contact our Business Service Centre: 

phone



email

Yours sincerely Debbie Barrott Manager Business Service Centre

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If a levy account is linked to a portfolio by ACC staff, then the Agent or Advisor will receive the following letter:



Dear We’ve arranged the access to the online accounts you requested Thank you for requesting access to the following online accounts, which we’ve now arranged for you: ACC Account Name

ACC Account Number

You should now be able to access these accounts, by viewing your account portfolio on ACC Online. Need more information? If you have any questions about this letter or ACC Online Services in general, please contact our Business Service Centre: 

phone



email

Yours sincerely Debbie Barrott Manager Business Service Centre

Notes:





The email and letter will be sent only when each account and suffix is first added (linked) by a portfolio manager. For example, account A1571723S could be added (linked) to Portfolio One and then to Portfolio Two. The confirmations will only be sent when the account and suffix is linked to Portfolio One. If this account has a second suffix, i.e., A1571723E, an email and letter will also be sent when this suffix is first added to a portfolio. If an Agent or an Advisor adds (links) a Levy Payer account to their own portfolio, they will not receive any letter or email notification.

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Customer > Agent and advisor services > Manage Portfolios 1.11.5

Removing and moving Levy accounts within a Portfolio

An Agent or Advisor Portfolio Manager can remove (delink) Levy accounts from a portfolio and move accounts to a different portfolio through the Manage portfolio page. To remove: 1. Click the Manage portfolio hyperlink in the action box. Expected result: The Manage portfolio > Portfolio list page displays.

2. Select the required Portfolio name from the portfolio list. The user can use the filter controls to refine the list of Levy accounts displayed in the list section. 3. Tick the Select checkbox for the account(s) you wish to remove and click Remove selected clients. Notes: The Remove selected clients option will be disabled unless at least one account is selected. To select all accounts in the portfolio list, tick the first check box next to the Select heading. To deselect all accounts, tick the second check box.

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4. The Remove client confirmation page is displayed. To continue click Remove or to return to the Portfolio details page without removing accounts, click Cancel.

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To move: 1. Follow steps 1 and 2 above. 2. Tick the Select checkbox for the account(s) you wish to move and click Move to another portfolio. Notes: The Move to another portfolio option will be disabled unless at least one account is selected. To select all accounts in the portfolio list, tick the first check box next to the Select heading. To deselect all accounts, tick the second check box. 5. From the Select the new portfolio to move the clients to drop-down box, choose the portfolio the account needs to be moved to and click Save. Or to return to the Portfolio details page without moving accounts, click Cancel.

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1.11.5.1 Letters generated from Removing (Delinking) Removing (delinking) of Levy accounts can be performed by Agents or Advisor portfolio managers or by ACC Staff with a role of “Agent and Advisor Admin”. Once the delinking has been completed a confirmation email is sent to the Agent or Advisor, regardless of who performs the delinking action. This email contains information about the accounts that have been delinked. A letter is also sent to the Levy account holder that was delinked informing them that they are no longer linked to an Agent or Advisor. The letter and email will be similar to the following examples. Note: The email and letter will only be sent if the account and suffix has been removed from all the portfolios created by a portfolio manager. For example, account A1571723S could be added (linked) to Portfolio One and Portfolio Two. The confirmations will only be sent once the account is removed from both portfolios. If this account has a second suffix, i.e., A1571723E, an email and letter will not be sent regarding this specific account and suffix unless it is also removed from all the portfolios too. Email to Agent or Advisor: Dear

We’ve removed accounts from your portfolio

Your access to the following levy payer account(s) was removed on . They will no longer appear in your portfolio, and you will no longer be able to access their levy account information.

ACC Account Number

ACC Account Name













You can still access your account online using your Username and Password.

Need more information? Please do not reply to this automated letter. If you have any question about this email or ACC Online Services in general, please contact our Business Service Centre: phone:0800 222 991 email: [email protected]

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Customer > Agent and advisor services > Manage Portfolios Letter to Levy account holder:



Access to your account has been revoked from . Prior to , was able to access your ACC Online account. This access has now been removed, and can no longer access your account or see any of your levy information. You can still access your account online using your Username and Password. Need more information? If you have any questions about this letter or ACC Online Services in general, please contact our Business Service Centre: 

phone:



email:

Yours sincerely Debbie Barrott Manager Business Service Centre

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1.11.6  

Cancel link request from portfolio – Advisors On the Manage portfolio > Portfolio list screen (Advisor), click on a Portfolio name to display the Portfolio details page.  Tick the Select checkbox for the Link requests to be removed from the portfolio.

  Note: to select all accounts click the ticked checkbox next to the Select field heading. To deselect all accounts, click the empty checkbox. 

Click the Cancel request hyperlink.

Expected result: the Request cancellation confirmation page is displayed Note: to select all accounts click the ticked checkbox next to the Select field heading. To deselect all accounts, click the empty checkbox. 

Click the Cancel request hyperlink

 

To cancel the Link request records click Yes. To decline the cancellation and return to the Portfolio details page click No.

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Customer > Agent and advisor services > Manage Portfolios 1.11.7

Viewing linked Levy account’s details

The levy details of linked Levy accounts can be viewed from the Manage portfolio > Portfolio details page by clicking a Levy account’s ACC number.

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Expected result: The Levy details page displays containing the Levy details for the account.

The Levy details page that the Agents and Advisors see is exactly the same as the Levy Payer would see themselves if they logged in as a Levy Payer and viewed their Levy details. The Agent or Advisor can click between the tabs to view all of the available information about the Levy account or can click the hyperlinks to print the details or access the other information and forms available from the page. For further details about the Levy Details page, see the section My Levy Account > View my levy details.

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1.11.8

Manage user access to a portfolio

Agent or advisor Portfolio Managers can add other users from within their organisation to portfolios. This enables users to access and view the levy accounts added to that portfolio.

1. Click the Manage portfolio hyperlink in the action box. 2. Select a portfolio name from the portfolio list. 3. Click on the Manage user access hyperlink above the portfolio name.

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Expected result: the Manage portfolio > Manage user access page is displayed:

4. Click the Add users button. Expected result: the Manage portfolio > Add users to portfolio page is displayed:

5. Tick the select checkbox for each user to be added to the portfolio. To select all users in the list, tick the first check box next to the Select heading. To 67

Customer > Agent and advisor services > Manage Portfolios deselect all users, tick the second check box.

6. Click Add. The user will be added and the Manage portfolio > Manage user access page is displayed. 1.11.9

Removing users from a portfolio

Agent or advisor Portfolio Managers can remove users from portfolios. 1. Click the Manage portfolio hyperlink in the action box. 2. Select a portfolio name from the portfolio list. 3. Click on the Manage user access hyperlink above the portfolio name and the Manage portfolio > Manage user access page is displayed. 4. Tick the select checkbox for each user to be removed from the portfolio. To select all users in the list, tick the first check box next to the Select heading. To deselect all users, tick the second check box. 5. Click Remove selected users. Expected result: the Manage portfolio > Remove user confirmation page is displayed:

6. To continue with the removal of the selected users click Remove or to cancel the removal click Cancel. The Manage portfolio > Manage user access page is displayed. Note: If a user is removed in error, the agent or advisor can use the Add user function to add the user to the portfolio again.

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1.11.10 Transferring portfolio ownership An agent or advisor with the role of portfolio manager can transfer ownership of portfolios to other portfolio managers as required. Notes: – Once the portfolio is transferred it will no longer be accessible by the original portfolio manager. – An Agent portfolio manager cannot transfer ownership to an Advisor. – Advisor portfolio managers can transfer ownership to both Agents and Advisors. 1. Click the Manage portfolio hyperlink in the action box.

2. Underneath Portfolio list click on the Transfer ownership hyperlink.

Expected result: the Manage portfolio > Transfer portfolio ownership page is displayed:

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3. Tick the select checkbox for each portfolio to be transferred. To select all portfolios in the list, tick the first check box next to the Select heading. To deselect all portfolios, tick the second check box.

4. Select the new owner from the Select the new owner from drop list below drop-down list and click Transfer.

Expected result: the Transfer ownership confirmation page is displayed:

5. To complete the transfer click Transfer or to cancel the transfer click Cancel then OK. The Manage portfolio > Transfer portfolio ownership page is displayed. Note: The transfer portfolio option is also accessible by selecting a portfolio from the Manage portfolio > Portfolio list page and clicking the Transfer ownership hyperlink.

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1.11.11 Portfolio Link Report The Portfolio link report will produce a report which displays a list of all users within an organisation with access to the portfolios that a portfolio manager administers. To run this report, the user will need to click the Portfolio link report hyperlink on the Portfolio list page.

Notes:  

The report results will only display users within the organisation that are currently linked to the managed portfolios. The report must be run from the Manage portfolio > Portfolio list page to display details of all users with portfolio access. Expected result: the report parameters page displays.

To display the report results in a .pdf format, the user should choose the PDF option and click Run report.

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Expected result: a new browser window opens displaying the report.

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To display the report results in a .csv format, the user should choose the CSV option and click Run report. Expected result: a File Download window opens with options to Open, Save or Cancel.

Note: the report will open in the users default .csv viewer application, e.g., Microsoft Excel. If the user has no default viewer, they will be prompted to choose an appropriate application. To display the report results on screen, click Open. Alternatively, the user can choose to Save the file and view at a later time. Expected result: the appropriate application is opened and the results displayed.

Note: Both report formats display the same data, however the PDF report concatenates the Levy payers in portfolio and Levy payer ACC number fields into the Levy payers in portfolio field.

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1.12 ACC CoverPlus Extra

1.12.1

Overview of ACC CoverPlus Extra

An Agent or Advisor acting on behalf of a Levy payer without an existing ACC CoverPlus Extra policy can apply for one online via the ACC Online Website. They can also act on behalf of a Levy payer with an existing ACC CoverPlus Extra policy to: view the details of the existing policy; update the details of the policy; or cancel the policy online – see the ACC CoverPlus Extra section below. Because a Levy payer must be eligible for ACC CoverPlus Extra before submitting an application, the ACC CoverPlus Extra (eligibility) page is the first step in the application – see the ACC CoverPlus Extra Eligibility Page section below. All applications for new ACC CoverPlus Extra policies; as well as updates to existing policies; are made via the ACC CoverPlus Extra (calculator) page (eligibility for ACC CoverPlus Extra must be confirmed for all new applications first). The ACC CoverPlus Extra (calculator) page calculates a levy using the details entered by the user and the Agent or Advisor can accept the illustrated levy calculation on the ACC CoverPlus Extra (calculator results) page on behalf of the Levy Payer to either apply now for a new policy or submit an update request for an existing policy. Confirmation emails are sent and confirmation pages are displayed when an application or request is successfully submitted. Note: Some screen shots in the following pages may not reflect updated functionality relevant to View my levy invoice.

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1.12.2

Accessing the ACC CoverPlus Extra Pages

To apply for ACC CoverPlus Extra on behalf of a Levy Payer, the Agent or advisor can either click on the click here hyperlink on the Levy details page or on the click here hyperlink on the Agent and advisor services page.

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To view a Levy payer’s existing ACC CoverPlus Extra policy, the Agent or advisor can click on the View details hyperlink displayed next to the policy name “ACC CoverPlus Extra” on the Levy details page:

Expected result: The ACC CoverPlus Extra page is displayed. See the ACC CoverPlus Extra page section below for details.

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1.12.3

ACC CoverPlus Extra Eligibility Page

The Eligibility page is displayed when the user clinks on a hyperlink to apply online for an ACC CoverPlus Extra policy. On this page the user can find out more about ACC CoverPlus Extra or see if the Levy payer is eligible to apply for an ACC CoverPlus Extra policy.

1. For more information on ACC CoverPlus Extra, click on the Find out more about ACC CoverPlus Extra hyperlink. Expected result: The following will open in a new window displaying help for ACC CoverPlus Extra.

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2. To continue with an application for ACC CoverPlus Extra, the user needs to answer No to the Do you receive PAYE deducted earnings from a company that you are a shareholder of? question, and then click the Confirm and Next buttons when they are displayed. The following screenshot is an example of a successful answer to the eligibility question:

Expected result: The calculator page in the next section is displayed.

3. If the user selects Yes as the answer to the eligibility question, they will not be able to continue with the online application for ACC CoverPlus Extra. A message will display in a yellow box explaining this and providing a phone number to contact ACC on. The following screenshot is an example of this:

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1.12.4

ACC CoverPlus Extra Calculator Page

The ACC CoverPlusExtra (calculator) page is displayed when the Levy payer is eligible for ACC CoverPlus Extra and the user has either:  

selected to continue with the application for the Levy payer by clicking on the Next button on the Eligibility page; or selected to update the Levy payer’s existing policy by clicking on the Update my policy page on the ACC CoverPlus Extra page.

Notes. If the Agent or advisor is making a new application for an ACC CoverPlus Extra policy for a Levy payer, then the Calculator page is displayed blank as below. If the Agent or advisor is renewing or updating a Levy payer’s existing CPX policy, then the calculator page is displayed with existing information.

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1. Enter the Business classification number if not displayed (or if it needs to be updated), and is known. Otherwise click on the Find your business classification number hyperlink. Expected result: The Business classification number search tool is displayed. The user can enter at least three characters that describe their type of employment and click on the Search button to view possible business classification numbers.

2. Select the relevant Business classification number.

Expected result: The calculator is refreshed with the correct classification.

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3. The user must confirm that they have read and understood the terms and conditions of using the ACC CoverPlus Extra. To read the terms and conditions click on the terms and conditions hyperlink. Expected result: The ACC CoverPlus Extra terms and conditions page is displayed.

Note: Reference to the GST rate change is visible in the Disclaimer/terms and conditions.

4. To continue with the application, enter all the required information and click the Calculate levy button. Expected result: The Calculator results page in the next section is displayed comparing the ACC CoverPlus and the ACC CoverPlus Extra Cover results for the details entered.

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1.12.5

ACC CoverPlus Extra Calculator Results Page

The Calculator results page is displayed when the user clicks the Calculate levy button on the Calculator page.

Note: Reference to the GST rate change is visible in the notes section.

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1. To view the details of how the levies were calculated the user clicks on the Show Details button. Expected result: The page expands to show details of the levy calculations.

Note: Reference to the GST rate change is visible in the notes section.

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2. To save or print the calculation results the user can click on the Print button. Expected result: The contents of the ACC CoverPlus Extra Calculator results page are displayed in PDF format in a new window.

Note: Reference to the GST rate change is visible in the Disclaimer/terms and conditions.

3. To continue with a new application the user can click on the Apply now button. Expected result: The ACC CoverPlus Extra application page is displayed – see the section below. Notes: A Levy payer may only have one application being processed at one time.

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4. To update an existing policy the user can click on the Submit update request button. Expected result: The ACC CoverPlus Extra policy update request terms and conditions page is displayed.

5. To continue with the update request the user must accept the ACC CoverPlus Extra policy update terms and conditions by ticking the checkbox and click on the OK button. Expected result: The ACC CoverPlus Extra update request confirmed page is displayed.

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6. To view the completed update request the user clicks on the OK button. Expected result: The ACC CoverPlus Extra page is displayed with the update request.

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1.12.6

ACC CoverPlus Extra Application Page

The ACC CoverPlus Extra application page is displayed when the Agent or advisor clicks the Apply now button on the calculator results page. There are two variations of the ACC CoverPlus Extra application page. Additional details are required if the Agent or Advisor applies from the Agent and advisor services page, or if the Levy payer account does not have an S suffix. The following is an example of the longer application form.

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Note: If the Agent or advisor is logged in, their details are displayed in the 89

Customer > Agent and advisor services > Manage Portfolios Accountants details section.

1. Changing the default selection in some fields will result in additional details being requested. For example in the Self Employment details section of the page, select Yes to the question Do you have a business partner? Expected result: Additional fields are displayed to enter details for the business partner.

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2. To submit the application, the user must confirm that they have read and understood the terms and conditions of the ACC CoverPlus Extra policy being offered. To read the terms and conditions click on the terms and conditions hyperlink. Expected result: The ACC CoverPlus Extra terms and conditions page is displayed in a new window. Note: the following is an extract from this page.

Once the page has been read, the Levy payer can click the Close button.

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3. To continue with the application, enter all the required details and click the Submit application button. Expected results:  A confirmation email is sent to the Agent or Advisor confirming that the application has been successfully submitted. If they applied from the services page, or the Levy account did not have an S suffix, then the confirmation email is sent to the email address entered in the Email address field in the application form; otherwise it is sent to the Agent or Advisor’s online profile email address.  The ACC CoverPlus Extra application confirmation page is displayed.

4. Click on the Print application button to print and/or save a copy of the ACC CoverPlus Extra application, terms and conditions and calculation results. Expected result: A new window opens displaying the application, terms and conditions and calculation Results in PDF format.

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The screenshot above is an example of the application form included in the PDF.

1.12.7

ACC CoverPlus Extra Page

Agents or advisors can view the details and status of a Levy payer’s application or policy on the ACC CoverPlus Extra page. They can also make a request to update or cancel the Levy payer’s 93

Customer > Agent and advisor services > Manage Portfolios existing policy. Details for navigating to the ACC CoverPlus Extra page can be found in the section Accessing the ACC CoverPlus Extra Pages above. Notes: Applications that have been submitted via the services page cannot be viewed via this page. Once the policy has been accepted (and the account has an S suffix) the Agent or Advisor will be able to access this page. Agents and Advisors can only access the ACC CoverPlus Extra page from the Levy details page for a selected Levy Payer. There are two hyperlinks that may be displayed, View details or View your ACC CoverPlus Extra application. Clicking either of those hyperlinks will display the ACC CoverPlus Extra page and display the details relevant to the Levy payer that the Agent or Advisor was viewing.

The following screenshots show the ACC CoverPlus Extra page in the different states that are possible for a customer to see.

The Levy payer in the screenshot below has applied for an ACC CoverPlus Extra policy via the ACC Online website and their application is being processed.

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The Levy payer in the screenshot below has a current policy. They have two buttons available that allow the Agent or Advisor to Update policy or Cancel policy. See the following sections for details of those processes.

The Levy Payer in the screenshot below has a current policy and an update has been requested to that policy, which is being processed.

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The Levy payer in the screenshot below has a current policy and a cancellation has been for that policy, which is being processed.

The Levy payer in the screenshot below has applied for ACC CoverPlus Extra via the ACC Online website and they have been sent a policy offer as part of that process.

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The Levy payer in the screenshot below has an existing policy and it is within the ACC CoverPlus Extra renewal period. The Agent or Advisor has the options of: 1. Letting the policy be automatically renewed (by doing nothing) 2. Making a change to the policy by clicking the Update policy button 3. Cancelling the policy by clicking the Cancel policy button See the following sections for details of the processes for options 2 and 3.

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1.12.8

Update ACC CoverPlus Extra policy

On the ACC CoverPlus Extra page, a Levy payer with an existing accepted policy will have an Update policy button available that the Agent or Advisor can click on to update their ACC CoverPlus Extra policy. 1. Click on the Update policy button. Expected result: The ACC CoverPlus Extra Calculator page is displayed with the fields pre-populated with the current policy information. (See the ACC CoverPlus Extra Calculator page section above for details.)

2. The Agent or Advisor can change any details that they wish to change and click the Calculate levy button.

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Expected result: The ACC CoverPlus Extra (calculator results) page is displayed. (See the section ACC CoverPlus Extra Calculator Results Page above for details.)

Note: Reference to the GST rate change is visible in the notes section.

3. The Agent or Advisor can click the Re-calculate button to return to the calculator page and alter details if they wish, click the Print button to print a pdf version of the results or click the Submit update request button to submit the update request for the policy.

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Expected result: The ACC CoverPlus Extra update request confirmed page is displayed.

4. The Agent or Advisor can click the OK button to return to the My ACC CoverPlus Extra page with details of the update request displayed.

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1.12.9

Cancel my ACC CoverPlus Extra policy

On the ACC CoverPlus Extra page, a Levy Payer with an existing accepted policy will have a Cancel policy button available that the Agent or Advisor can click on to cancel their existing ACC CoverPlus Extra policy. Click on the Cancel policy button. Expected result: The Policy cancellation request confirmation page is displayed.

Select the reason for wanting to cancel the ACC CoverPlus Extra policy from those available, enter additional comments if required. Note that if the reason selected is “I have stopped all business activity”, then the page will refresh and the field Date ceased will display and will be mandatory (see screenshot below). Click the OK button to confirm the request to cancel the policy.

Expected result: The ACC CoverPlus Extra page is displayed with details of the cancellation request. Note that once the request to cancel the policy has been processed, the Levy Payer will not be able to access the ACC CoverPlus Extra page because no policy or policy requests exist.

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1.13 Manage user accounts

1.13.1

Overview

The following section contains information about how an Agent or Advisor with the User Admin role can add Users to their organisation and then manage those user accounts. The areas covered in this section are: 

adding new users and assigning them account access and roles,



searching for an existing user,



using the portfolio link report to allow visibility of all users belonging to the organisation,



updating a user profile,



enabling and disabling user accounts,



resetting passwords and unlocking users accounts,



deleting a user, and



resetting a non-activated user’s activation code.

Agents and Advisors with the User Admin role (referred to as User Admin in this document) can create and maintain users who can also view the levy detail information of the accounts that are linked to portfolios that they are linked to. To get to the Manage user accounts pages, the User admin should click on the Manage user accounts hyperlink in the action box. If they are on a page that does not contain the action box then they need to return to the Agent and Advisor services page first. Expected result: The Manage user accounts > User list page displays.

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1.13.2

Adding new users

Click on the Add user hyperlink to add a new user to the organisation. Expected result: The Register page displays.

Enter data in all of the applicable fields and click the Next button. Notes: All new users will be assigned the User role – Agents and Advisors by default. The User Admin can add other roles to a user as required.

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Expected result: The Register page displays with a confirmation message.

Click the Next button. Expected result: The Agent and advisor services page displays. Note: The customer could have clicked the Register more button which would have displayed the Register page ready for another user to be added. After adding the user account, an email is sent to the new user and they can follow the activation process described earlier in this manual.

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1.13.3

Filter users

Once users exist, the User Admin can view, filter and perform actions relating to their account. The filter page Manage user accounts > User list displays as follows:

Note: Users that have activated their accounts will display a Username; ones that have not been activated will have no Username as it is yet to be defined. The filter page can be printed by clicking on the Print view hyperlink or downloaded as a csv file by clicking on the CSV download hyperlink (the csv file can be opened in Excel).

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1.13.4

Portfolio link report

The Portfolio link report will produce a report which displays a list of all users within an organisation, the portfolios they are linked to and the levy payers linked to those portfolios. To run this report, the user will need to click the Portfolio link report hyperlink on the Manage user accounts > User list page. The following Report parameters page is displayed:

Notes:   

The report results will only display users within the User Admin’s organisation. The report must be run from the Manage user accounts > User list page to display all users within an organisation. The report results will also display users not linked to any portfolio, in this instance the results will display “No portfolios assigned”.

To display the report results in a .pdf format, the user should choose the PDF option and click Run report. Expected result: a new browser window opens displaying the report.

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To display the report results in a .csv format, the user should choose the CSV option and click Run report. Expected result: a File Download window opens with options to Open, Save or Cancel.

Note: the report will open in the users default .csv viewer application, e.g., Microsoft Excel. If the user has no default viewer, they will be prompted to choose an appropriate application. To display the report results on screen, click Open. Alternatively, the user can choose to Save the file and view at a later time. Expected result: the appropriate application is opened and the results displayed.

Note: Both report formats display the same data, however the PDF report concatenates the Levy payers in portfolio and Levy payer ACC number fields into the Levy payers in portfolio field.

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1.13.5

User Profile

The User Admin can click on one of the Surnames in the filter results panel to go to the user profile, which displays as follows for a user that has been activated:

Note: the Portfolio link report hyperlink will only be displayed if the user selected is currently linked to one or more portfolios.

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For a non-activated user, the screen displays as follows:

The following sections explain the hyperlinks that are available from the User profile page.

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1.13.5.1 Update profile The User Admin can click on the Update profile hyperlink in the User profile page to change a users account’s details and roles. The screen displays as follows for an activated user:

Note: There is a section for User roles which the User Admin can use to add or remove roles as required.

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Customer > Agent and advisor services > Manage user accounts For a non-activated user, the screen displays as follows:

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1.13.5.2 Enable/disable account The Enable/disable account hyperlink is available for activated users. If the user account is currently enabled, when the User Admin clicks on the Enable/disable account hyperlink the Disable account page displays as follows:

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When the Disable button is clicked the User Admin will be asked to confirm the disabling of the account, or they can Cancel the action. They can choose to suppress sending a notification letter to the user. If the letter is not suppressed then the user will receive one of the following letters depending on which reason was selected from the drop down list. Note: The letter will be sent to the postal address held in the DataMart from the core ACC systems for the Agent or Advisor’s company. If “Request from the user” was chosen then the following letter will be sent:



Dear

We’ve stopped your online access

Thank you for asking us to stop your access to .

We have now done this. If, however, you would like access again in the future, please contact us and we’ll arrange this for you.

Need more information? If you have any questions about this letter or ACC Online Services in general, please contact our Business Service Centre: •

phone



email

Yours sincerely

Debbie Barrott Manager Business Service Centre

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Customer > Agent and advisor services > Manage user accounts If a reason other than “Request from the user” was chosen then the following letter will be sent:



Dear

We’ve stopped your online access

On < disabled date>, we stopped your access to .

Please call us so we can discuss the reason why we have done this. We can also explain what’s involved in getting access started again.

We apologise for any inconvenience this may cause you, and look forward to hearing from you.

Our Business Service Centre contacts are: •

phone



email

Yours sincerely

Debbie Barrott Manager Business Service Centre

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Customer > Agent and advisor services > Manage user accounts If the account is currently disabled, when the User Admin clicks on the Enable/disable account hyperlink the Enable account page displays as follows:

They can choose to suppress sending a notification letter to the user. If the letter is not suppressed then the user will receive the following letter:

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Customer > Agent and advisor services > Manage user accounts





Dear

We’ve restarted your online access

We’re pleased to tell you that we’ve restarted your access to .

This means you can once again access this at any time, using your usual username and password.

Need more information? If you have any questions about this letter or ACC Online Services in general, please contact our Business Service Centre: •

phone



email

Yours sincerely

Debbie Barrott Manager Business Service Centre

1.13.5.3 Reset password and Unlock account The Reset password hyperlink is available for activated users accounts. Clicking on the Reset password hyperlink displays one of the following pages. If the user account has not been locked (the user may have just forgotten their password), then the page displays as follows:

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Customer > Agent and advisor services > Manage user accounts

If the user account has been locked (due to exceeding the allowed password attempts on the log on page), then the page displays as follows:

If the User Admin clicks on the Reactivate password button, then the user account will be unlocked and the current password is reactivated. The user will be able to log on to the account again using their current password.

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Customer > Agent and advisor services > Manage user accounts If the User Admin chooses to Reset password, they need to select whether to send the new password via email or post and click on the Reset Password button. A confirmation message displays on the screen stating that the password has been reset and the user will receive one of the following, depending on whether email or post was selected.

Email: Subject Line:

Your new ACC Online Password

Your ACC Online password has been reset to: .

Once you log on, you will be asked to choose a new password.

Need more information? Please do not reply to this auto generated email. If you have any questions about this email, please contact ACC: 

phone:



email:

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Customer > Agent and advisor services > Manage user accounts Post:



Dear

We’ve reset your password

Thank you for calling us to reset your password, so you can access .

Your temporary password is .

How to use your temporary password Next time you want to use ACC’s Online Services, simply enter your username and temporary password on the log-on screen.

You will then be prompted to change your password.

Once you’ve done this, you can use your username and new password at any time to access .

Need more information? If you have any questions about this letter or ACC Online Services in general, please contact our Business Service Centre: 

phone



email

Yours sincerely

Debbie Barrott Manager Business Service Centre

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Customer > Agent and advisor services > Manage user accounts

1.13.5.4 Delete user To delete a user (remove their account access), the User Admin must click on the Delete user hyperlink. The following page displays and they either confirm or cancel the deletion.

Notes: 



Agents and Advisors should be removed from any Portfolios they are linked to before they are deleted. Their Portfolio links will be reported in the ‘Portfolio link’ reports after they are deleted if this is not done before deleting them. If a user is deleted by accident the User Admin will be able to create their access again by clicking on the Add user hyperlink on the Manage user accounts page. The user will have to choose a new username when they activate their account again.

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Customer > Agent and advisor services > Manage user accounts

1.13.5.5 Reset activation codes For users that have not activated their account, a hyperlink is available to allow the User Admin to reset their activation code. This would be used if the activation code email was lost or not received. Clicking on the Reset activation code hyperlink displays the following page:

The User Admin will select email from the drop down list (this is the only option available for Agent and Advisor users) and click on the Reset activation code button. A confirmation message displays on the screen and the following email is sent to the user: Dear

You can now activate access to your online agents & advisors account

Thank you for visiting ACC Online Services and registering to access your online agents & advisors account

To activate your access, please follow the easy steps shown below.

How to activate your access     

Use the following link to go straight to the ‘Activate access’ page: (alternatively, you can go to https://online.acc.co.nz/AgentAndAdvisorsServices.aspx and on the log on screen, click on ‘Activate your account’ ) On the ‘Activate your account’ page, enter your secret phrase (this is the secret phrase you chose when you registered) and the following activation code: You will now be taken to a ‘Create username and password’ page, where you can choose a username and password Once you’ve done this, you will be able to use this username and password at any time to access your online agent & advisor account

Need more information? Please do not reply to this auto generated email. If you have any questions about this email or ACC Online Services in general, please contact our Business Service Centre:  

phone email

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Customer > Agent and advisor services > Manage user accounts

1.13.5.6 Portfolio Link report The Portfolio link report will produce a report which displays a list of the portfolios the selected user is linked to within their organisation and the levy payers linked to those portfolios. To run this report, the user will need to click the Portfolio link report hyperlink on the User profile page. The following Report parameters page is displayed:

Notes:  

The report results will only display portfolios the selected user is linked to. The Portfolio link report hyperlink is only available for the selected user if they are linked to one or more portfolios.

To display the report results in a .pdf format, the user should choose the PDF option and click Run report. Expected result: a new browser window opens displaying the report.

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Customer > Agent and advisor services > Manage user accounts

To display the report results in a .csv format, the user should choose the CSV option and click Run report. Expected result: a File Download window opens with options to Open, Save or Cancel.

Note: the report will open in the users default .csv viewer application, e.g., Microsoft Excel. If the user has no default viewer, they will be prompted to choose an appropriate application. To display the report results on screen, click Open. Alternatively, the user can choose to Save the file and view at a later time. Expected result: the appropriate application is opened and the results displayed.

Note: Both report formats display the same data, however the PDF report concatenates the Levy payers in portfolio and Levy payer ACC number fields into the Levy payers in portfolio field.

125

Customer > Agent and advisor services > Change my password & Edit my profile

1.14 Change my password The customer can access this page by clicking on the Change my password hyperlink in the action box. If the customer is on a page that does not contain the action box then they need to return to the Agent and Advisor services page first.

126

Customer > Agent and advisor services > Change my password & Edit my profile

1.15 Edit my profile The customer can access this page by clicking on the Edit my profile hyperlink in the banner.

127

Customer > Agent and advisor services > Log out and forgotten password

1.16 Log out The customer can log out of the system by clicking the Log out hyperlink in the action box or the Log out hyperlink in the banner. When either of these hyperlinks are clicked, the following page displays:

1.17 Forgotten password 1. If a customer forgets their password, they can reset it themselves by clicking on the Click here to reset it hyperlink on the Log on page.

Expected result: The Reset my password page displays.

2. Enter Username and then click the Submit button.

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Customer > Agent and advisor services > Log out and forgotten password

Expected result: The Reset my password page is displayed with the Security question section activated. 3. Enter the answer to the Security question and click Reset password button.

129

Customer > Agent and advisor services > Log out and forgotten password

Expected result: Password reset page displays.

The new temporary password is emailed to the customer. The email will be in the following format: Subject Line:

Your new ACC Online Password

Your ACC Online password has been reset to: .

Once you log on, you will be asked to choose a new password.

Need more information? Please do not reply to this auto generated email. If you have any questions about this email, please contact ACC:

When the customer logs on again the Change password page displays and they will have to choose a new password.

130

Customer > Agent and advisor services > Log out and forgotten password

When the password change is successful the Password confirmed page displays.

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