1.1. About This Document

In this modern day with information so readily on hand, The Silent Partner recognises an increasingly common need to find the answer to your questions online. Therefore we have created this document to provide answers to the more common queries we receive.

Of course you are more than welcome to call us on 02 8437 6222 to speak with one of our amazing members of staff who are more than happy to assist you with any enquiry you may have!

1.2. What is a Virtual Office?

A virtual office is just like having your own dedicated office, complete with business equipment, facilities and staff, only it is shared. A Virtual Office enables you to enjoy the benefits of your own office at a fraction of the cost.

The Silent Partner prides itself on low-cost, high-quality Virtual Offices. In this document will find a variety of commonly asked questions by prospective and current clients.

1.3. Hours of Operation

Calls are answered by professional call attendants between the hours of 9:00am - 5:30pm Monday to Friday, AEST. Please note this does not include public holidays.

2.1. Diversions - Diverting Your Number From Telstra

In regards to the phone diversions, you will have to contact your telephone provider to set this up.

We do not arrange this.

However we have been advised by both Telstra and our clients that the general code for diverting your number is:

<lift handset>*21<phone number>hash<hang up>

This must be done from the number you are diverting from.

 

To turn Call Forward Immediate off for all incoming calls:

1# Follow Prompts

OR

<lift handset>#21# <hang up>

 

This information can also be found on Telstra's website.

Telstra's Home Features Users Guide

2.2. Diversions - Diverting Your Number From Optus

In regards to the phone diversions, you will have to contact your telephone provider to set this up.

We do not arrange this.

However, we have been advised by Optus and our clients who use Optus, the following information:

Optus Call Divert allows your calls to be transferred to another number, including a mobile phone, pager or answering service.   You also have the option to choose specific numbers to be diverted, see options available for selective calls (link to anchor point in this page) for more details. 

You can deactivate or re-activate Call Divert from within My Optus Mobile. Find out what other services are in My Optus Mobile and register today. Or if you're already registered for My Optus Mobile then you can login here. (This service cannot be activated online for CDMA and MobileSat customers)

Turning Call Divert On by Touch Tone phone

Step 1	Lift the receiver and listen for the dial tone.
Step 2	Press the Divert On button if using an Optus OneTouch phone, or dial *78 from any other touch tone phone.
Step 3	Listen for three beeps followed by a continuous tone.
Step 4	Dial the telephone number to which the calls are to be diverted.
Step 5	Listen for two short beeps, confirming the diversion.
Step 6	Replace the receiver

Turning Call Divert Off By Touch Tone phone

Step1	Lift the receiver and listen for the dial tone
Step2	Press the Divert Off button if using an Optus OneTouch phone, or dial #78 from any other touch tone phone
Step3	Listen for two short beeps to confirm removal of the diversion
Step4	Replace the receiver.

2.3. Call Answer Script

Your calls will be answered in a professional and friendly manner by the call attendants, using a specific script specified with the Silent Partner upon sign up. The default script reads as follows:

"Good morning/afternoon, (COMPANY NAME) this is (OPERATOR) speaking, how may I help you?"

You can change this script at any time by sending an email with the new script to support@silentpartner.com.au.

Please note the greeting script should be kept to a minimum of 100 characters.

3.1. Messages

How do my messages get delivered?

Currently there are three options for message delivery:
• Email: all messages are sent to a specified email address. Messages can be emailed to more than one email address. This is a free service.
• SMS: messages can be sent via text message to a provided mobile number. Unfortunately at this time we can only send SMS messages to one mobile number per employee. 
• Both: messages are emailed and sent via SMS. 

Can I change how my messages get delivered?

Of course Please send an email to support@silentpartner.com.au and we will update this for you ASAP. 

Can you resend messages?

Absolutely. If for example you deleted a message in error, or are having trouble accessing your messages and need them sent in an alternative way/resent we can definitely do this! 

Just send an email to support@silentpartner.com.au and include the details (eg the time period you need resent etc) and we will sort that out. 

3.2. Can you transfer calls to me?

Yes you can if you are on one of our Premium Partner or Reception Partner plans. Transferring calls is not available on any of our Message Partner plans. 

Currently we have two options when handling your calls. We will either take a message and send it to you or we can transfer through to a particular number. To transfer a call there is a connection fee involved.

Call	Flag fall	Fee
Landline	n/a	20c per call
National	40c	30c per minute
Mobile	40c	50c per minute

We always give you the option of taking the call. The call attendant will let you know who is calling and what it is in regards to upon transferring and you always have the option of asking us to take a message. 

3.3. Making a change to the service

The easiest way to advise of a change is to send us an email at support@silentpartner.com.au. We do not accept changes over the phone so please be sure to advise via email only. 

Please note what the change is and when it is to be effective from.

If I am out of the office/in a meeting/on holidays/etc, can I temporarily change my call set up?

If you are advising of a temporary note such as annual leave please be sure to include in your email what date the change needs to be reversed and if we are to advise of the leave. 

3.4. How to add a new employee

We strongly recommend that you advise of all employee changes as soon as they happen. 

The easiest way to advise of a change is to send us an email at support@silentpartner.com.au. We do not accept changes over the phone so please be sure to advise via email only. 

If adding a new employee please include:

• Full name
• Gender
• Contact details
• Message delivery details
• Number to transfer to if this is required and included in your plan. 

4.1. Voicemail

What is it?	An after hours service that allows your calls to go to a personalised voicemail system that will email you all messages.
When is it applicable?	Outside of business hours, ie nights, weekends and public holidays
How does it work?	Your number will go to Voicemail and the incoming caller's message will be emailed to you, as a wav. file, real time. There is no human interaction. If you are on a free trial your Voicemail message is generic - ie not specific to your company / you personally If you are on a paid account, your Voicemail message can be recorded to be personalised specific to you / your company and is recorded by a professional company at no additional charge. If you have a particular script you  would like used, please advise us. if you need to have a voicemail message resent just email us at  support@silentpartner.com.au and we can organise that for you.
Charges	There is a monthly fee for this service. Please refer to table 3b for subscription options and costings.

 

Want to make a change? email us at support@silentpartner.com.au

4.2. Diverting to another number

What is it?	An after hours service that diverts all your calls to a nominated number
When is it applicable?	Outside of business hours, ie nights, weekends and public holidays
How does it work?	After hours, our system will automatically divert your calls to this nominated number. There will be no delay as they will not hit our switchboard
Charges	There are no additional fees for this service but there are additional charges for the outbound calls. Please refer to table 5a of our price list for more information.

 

Want to make a change? email us at support@silentpartner.com.au

4.3. No Answer

What is it?	An after hours service that allows your calls to ring out
When is it applicable?	Outside of business hours, ie nights, weekends and public holidays
How does it work?	No operators are logged on to take your call as it is outside of business hours, therefore the call will ring out on our switchboard
Charges	No additional charge

 

Want to make a change? email us at support@silentpartner.com.au

5.1. An Address Licence

The Address Licence & Mail Handling Service allows you to use Suite 1308, 109 Pitt St Sydney NSW 2000 for your business collateral, website, letterhead, and allows you to have mail delivered to this address which we will then sort and on send.(included in set weekly fee)

Please note that parcels, or specific mail requiring to be forwarded by sending couriers or repackaging to post with Aust Post will attract an additional fee

Refer to Schedule of Fees & Charges

5.2. What happens with my mail?

All mail received is processed and forwarded on the nominated email address on Fridays. If Friday is a public holiday, mail will be processed on Thursday.

There is no additional cost for mail forwarding within Australia*of standard mail. This does not include packages.

 

If you are expecting something urgently and require us to sort your mail prior to the Friday, you can request this via email to support@silentpartner.com.au

 

_{*please refer our fair use policy if you expect large amounts of mail.}

5.3. Hot Desking

5.4. Meeting Rooms

The Silent Partner provides a single four person meeting room. This meeting room is booked on line via the Silent Partner Website.

Gi tho this link: http://www.silentpartner.com.au/meeting-rooms/

5.5. Frequently Asked Questions

1. Am I able to receive an email when I receive mail? Yes. To arrange this please email reception@silentpartner.com.au with the details of your requirement.  
2. What happens to my mail after termination of my services with TSP? Upon termination with TSP, arrangements regarding mail can be organised with the account manager. Otherwise, the mail will be returned to sender.  
3. My company is based over seas. Can you forward mail to over seas? What is the cost involved? Yes we can do this. The fee involved is the cost to send the mail as determined by Australia Post.  
4. I will be out of country for next 4 weeks, can you hold my mail instead of forwarding it to me? Yes. Please send an email to reception@silentpartner.com.au advising us of the new instructions.  
5. I am expecting a very important document, can you call me when it arrives? Yes. Please send an email to reception@silentpartner.com.au informing us of the special document and who it will be sending it.  
6. Can I have my mail sent to TSP address even if I am not on a mailing package? No. Any mail that arrives at the TSP address that is not for a client on a mailing package or one of our serviced office clients, will be returned to sender.  
7. Can I have a parcel sent to TSP address even if I am not on a mailing package? No. No parcels will be received at the TSP address for anyone who is not on a mailing package, or is not a serviced office client.  
8. How long can you hold my parcel at reception? Is there any extra charge involved if I don't collect it in that period of time? There is no limit to the length of time that we will hold your parcel for you. However, there is a fee if the parcel is not collected by close of business the next day. The fee is $2 per item per day. If for some reason you will be unable to collect the parcel within this time frame, please call reception on 02 8437 6222 to advise and the fee may be wavered.  
9. Can you forward my parcels to my address after arrival at TSP? Yes we can. You will need to advise us of the forwarding address and a contact number for the person receiving the package. Also you will need to advise us which service you would prefer us to use e.g normal post, courier, express etc. 

6.1. Requesting another copy of an invoice

We can resend copies of invoices and receipts for you, just email accounts@silentpartner.com.au to request another copy and we will resend for you. By default this will be sent to the standard email address for invoices, so if you need a copy sent to an alternative address please advise in your email. 

If you would like to change the email address for delivery of invoices and payment receipts please request by email. Please note we can only deliver to the one email address. 

6.2. Disputing a charge

If you feel that the charge on your invoice is incorrect, the best course of action is to email support@silentpartner.com.au as soon as possible detailing the charge under question and why you feel this is inaccurate.

All disputes must be submitted within 7 days of the invoice being issued. If your dispute is approved and has been submitted prior to the 7 day cut off, your current invoice will be adjusted and re-sent. Please note, invoices cannot be re-done, they can only be adjusted.

If you have a dispute and it is not submitted until after the 7 day cut off period, or your invoice has already been paid, any adjustments will be reflected in your next invoice.

6.3. How are outbound calls initiated?

There are two scenarios and it depends on how you are set up:
1 - when a call is received by an operator and transferred to you.
2 - your number is set to divert to an external number outside business hours

The charges for outbound calls are calculated at standard diversion rates. Please refer to the price list for our diversion fees.

6.4. I am based overseas, am I still subject to pay GST?

Yes. It is true that exports are exempt from GST. However this is not an export. This relates to services provided within Australia albeit to a non-resident. 

7.1. Accepted Payment Methods

The Silent Partner accepts payment in the following methods only:

• CREDIT CARD
• DIRECT DEBIT

We do not accept Cash or Payment upon an Account being issued

To provide us with your payment details or update your payment information, please click here

Please be aware that The Silent Partner retains the right to charge merchant fees on all credit card transactions. Please refer to our price list for more information.

If you need to make a one-off payment, or temporarily change your payment methods, please contact us as soon as possible to arrange.

7.2. Changing/Updating Payment Details

To update / edit or change your payment information details, please go here

7.3. Failed and Overdue Payments

The Silent Partner reserves the right to charge a failed payment fee for all failed payments. Please refer to our price list for more information.

If you are concerned your payment may not be cleared, please contact us sooner rather than later to discuss.

If payment is not received prior to due date of the invoice, you may be charged a late payment fee.

If payment is not received, and contact has not been made in regards to the outstanding amount, The Silent Partner reserves the right to suspend your account until payment has been made in full. If this unfortunately happens, you may have to pay a re-activation fee to reconnect your service. 

If at any stage your account slips into arrears, please contact The Silent Partner as soon as possible to discuss.

8.1. Understanding Support

Support is very important to us here at The Silent Partner. We pride ourselves on prompt and thorough support in regards to any concerns you may have. All queries will be responded to same working day.

In order to do successfully, we use a support ticketing system called Helpspot, as opposed to a general email account, to better facilitates our turn around on support requests.

All support queries should be emailed to support@silentpartner.com.au

 Working with Support Tickets

To manage our support issues, we use a product called Helpspot. This product allows us to contain all of our issues in one place and use a tracking ID to manage these. As a method of best practice, we find that the best way to get the most out of support is to ensure that the tracking ID is in the subject of your emails. Another good way is to simply select the link and update your request via a web browser.

If you send multiple emails in relation to one issue, it becomes difficult for us to contain all the information in one place and which will affect the support you get. Multiple people will start addressing the same issue and it can get confusing.

We ask that if you could please work within these guidelines, that would be most appreciated.

8.2. Submitting Change Requests

In order to provide the best service we can, we require all change requests to be submitted via email to support@silentpartner.com.au

We will not accept any service changes over the phone.

When advising of a change, please ensure to include the follow:

• Account ID
• If a permanent or temporary change
  • If temporary please include how long the change will be effective for (ie until COB on Friday)
• New instructions
• If/what you would like callers to be advised (eg you may be on leave on Friday but prefer we advise callers you are attending a conference)

8.3. Adding a new contact to my service

It is vitally important that you advise us of all new members of staff that may be asked for. We are here to represent your company, and to minimise any confusion we recommend you advise of any staff changes so your clients can be accurately advised.

To advise us of a new employee, you will need to send us an email to changes@silentpartner.com.au with the following details:

• Employees full name (and pronunciation)
• Gender (again accuracy improves the customer experience)
• Contact details
• How messages should be sent
• What to do with calls for this employee

8.4. Changing My Plan

Your Plan level can be changed at any time. All plan changes are effective as of next working day i.e. change request received on January 5th will not take affect until January 6th.

All change requests must be submitted in writing to us at support@silentpartner.com.au

Please note invoices cannot be adjusted after the Invoice Due date has passed. Any changes requested after this time will appear on your next invoice.

9.1. Number Porting

What does Number Porting mean?

A number of years ago legislation was passed allowing consumers to have there number ported across carriers. What this means is that you can now change telephone carriers and keep your number by porting that number from one carrier to the other. There are costs involved but you are no longer connected to a carrier by your telephone number.

Porting Numbers to The Silent Partner means that your number can be transferred to our service provider and you will no longer pay call diversions.

How much does it cost?

There is a porting fee charged by each carrier so it really depends where we are porting away from. This fee is generally between $80 and $100 and is on-charged to the client. We do not place a margin onto these fee, we simply pass on what ever fee we are charged.

If you would like to Port your phone number to The Silent Partner, please complete the forms attached and submit to us.

9.2. 1300 and 1800 Numbers

1. 11.1 Block Calls Policy

Purpose	On occasion you may find a situation where you require calls from a certain number to be blocked from coming through to the switchboard.
Conditions	To block a number, Silent Partner needs to be provided with due cause, such as threatening behavior or illegal activity.  Silent Partner is unable to block numbers from debt collection agencies or telemarketers. It is the clients responsibility to contact the caller/company to request to be removed from the call list.
Limitations	An inbound telephone number can only be blocked if we have access to the caller ID. If the number is listed as Private or Withheld, we are unable to block from our system.
How to request	To request a number be blocked, please send an email to support@silentpartner.com.au with the caller ID and detailing the reason for the request.