This article provides instruction on how to setup or update your policies in your system so that they appear in the Customer Portal (v2) for your customers to acknowledge and agree to.
An overview of the Policies Module can be found here: Family Policies and Agreements - Overview
The Policies Module is available to you if you are on the Elite subscription package.
To setup your policies and agreements, you need to:
1. Go to your Configuration tab.
2. Click on "Policies".
3. This table will show you any policies you already have in the system (if any), their Version numbers, and if they are active. You can also see the type of policy (Mandatory (M), Optional/Consent (O) or Informational (I)).
If you click on "History" next to each policy, it will show you the changes for each version of the policy:
3a. To edit a current policy, click on "Edit" next to that policy. You can then edit the text or any details but you cannot change the policy type (Mandatory, Optional/Consent or Informational). If you want everyone in your customer base to agree to the new version of the policy, tick the "Force existing agreements to re-agree?" box at the bottom. If you leave this unticked, existing customers will remain on the version they consented to. This means only new customers joining on or after the date you implement the new policy will agree to that version of the policy.
If you want to make a policy inactive, untick the "Active" box.
When you are finished editing, click the blue "Update Policy" button. This will then update the policy on the Polices screen with the new version. If you ticked the force update box, the policy will appear the next time customers login to their portal.
3b. To add a policy, click on the green "Add Policy Document" button.
4. To create your policy:
a. Put in a title. For example: Terms & Conditions, Photo Consent, Enrolment Agreement, etc.
b. Select your Policy Type (Mandatory, Optional/Consent or Informational). The type cannot be changed, so make sure you think about this before creating the policy.
- Mandatory: meant for things that are non-negotiable (like your terms and conditions, enrolment agreements, make-up policies etc)
- Optional/consent: are things your customers can opt-in or opt-out of (like photo consent/publicity consent)
- Informational: these are not policies but more things you want your customers to be aware of. You could use this for FAQs, for example.
c. Active status will already be ticked so you don't need to touch this for a new policy (if you want to later make a policy inactive, you would edit the policy and untick this box).
d. Put in your Policy content. You can create this here, or copy and paste from another document.
e. When you are finished, click on the blue "Add Policy" button at the bottom right.
5. Any Policies that you have entered will now appear in the family screen under the "Policy Agreements" heading (on the right hand side below the finance and direct debit sections). You will be able to see at a glance if policies have been agreed (a green tick for yes or a red cross for no - or not yet seen and agreed to if a new policy/new customer).
In the example below, the customer has agreed to the mandatory policies, but has not consented to the optional/consent photo policy:
If you click on "View", this will show you the Policy the customer has agreed to, the date, time and location (IP address):
If they are mandatory or optional/consent policies, they will also appear as pop up windows in the Customer Portal (version 2) the next time a family logs in. Your customers will need to agree to/acknowledge the policies to be able to action anything in the portal.
Once agreed, the customer's agreement to a Mandatory policy cannot be changed. They are, however, able to change their consent to an Optional/Consent policy (i.e. they can later change to opt-in or opt-out) through the customer portal.
Mandatory Policy pop-up in Customer Portal:
Customers will have to tick that they agree and click on continue before being able to action anything in the portal. For example:
Optional/Consent Policy pop-up in Customer Portal:
Customers will have to either agree or disagree to the policy and then click "continue". For example:
Your customers can view the policies and their responses again at any time from their customer portal by clicking on the "View Policies & Agreements" and then "View":
As shown in the image above, the only policy that a customer can "Update" is the optional photo & social media policy. You can also see an informational FAQs is located there for them to view but does not require any action.
Your Policy & Agreement setup is now complete.
Last updated: 5 July 2021