Communication Technology Protocol

Introduction

• We have implemented new Standard Systems & Procedures (SSAP) for communication, making it easier and faster to get in touch with us and for the team to stay in constant contact with our clients.
• To achieve this new level of efficiency we have introduced an instant messaging system called Telegram for all clients and preferred partners.
• This, combined with our existing technologies such as
  • SMS
  • Telephone Conversation Recordings (TCR)
• allows for faster communication
• allowing us to focus on the substantive work
• with the ability to deal with pressing matters instantly.

Telegram

• This is our primary method of communication and all communication between Clients and Avar is carried out using this platform. Other methods may be used where Telegram is not suitable.
• By now you will have already been setup by the IT team to use Telegram on your mobile, PC or Tablet.
• It is a requirement of our Terms of Business that all clients be setup on Telegram.
• All files transferred will be annotated with “For Your Information”, however, if there is action required, more detailed comments will be sent by voice mail.
• Clients are reminded that they should only respond and send messages to the Avar Group that has been setup.
• Under no circumstance should you message an individual member of the Avar Team on a private chat
• as this can delay the work and may not be seen by the team member best qualified to deal with the matter.
• For more information on Telegram, click on this link.

Emails

• Avar will send all responses and transfer all files via Telegram. In addition, all attachments will be sent by email for safekeeping.

Telephone Calls & Voice Mails

• This is a secondary method of communication
• It will be used when Telegram is not suitable.
• All telephone calls are recorded
• links to Telephone Conversation Recordings (TCR) will be sent to you at the discretion of Avar or upon request by you,
• however, there will be a charge of £50 + VAT for each TCR requested subsequently or outside standing instructions.

SMS

• This is slowly being phased out with the introduction of instant messaging via Telegram, however
• SMS may still be used in certain events or during the client setup stage.