Source PDF: SOP_LegacyCases_BeforeOct2024.pdf
Standard Operating Procedure (SOP):
Handling Legacy Cases GTG/FTI CASE (Pre-1st
October 2024)
Document Title: Handling Client Queries and Internal Actions for Legacy GTG/FTI Cases
(Pre-1st October 2024)
Effective Date: TBC - Pending initial client interactions
Prepared By: Chantal Sciberras, Global Administration Manager, EasyDNA UK
Approved By: Roderick Caruana, Head of IT
- Scope
This SOP provides a temporary internal framework for addressing client queries
and managing internal processes for legacy DNA testing cases created prior to 1
October 2024, which are no longer accessible on the EDL server.
- Background
Following recent updates to data storage and company ownership:
- All legacy cases with no activity since 18 January 2025 have been purged
from the EDL server.
- These may still be accessible through FTI on a case-by-case basis,
depending on available identifiers.
- Many legacy cases were originally under GTG, and EDL did not receive
revenue from those cases.
- EDL will not continue processing any legacy case unless a new payment is
made by the client.
- Team Briefing & Rollout Plan
All staff, particularly in high-volume regions such as Australia, must be briefed
on the following:
- The current policy: Legacy cases cannot be resumed without a new
payment.
- No guarantees: Case recovery is not automatic, and FTI access is limited
to individual requests.
- Chantal will review the first batch of client responses personally to
monitor tone, expectations, and reactions.
- Client communication templates will be issued following this
briefing and may be adjusted based on early outcomes.
Legacy Case Handling SOP | Version 1.3 | Last Updated: 19 May 2025
- Case Categories Considered for Retention (For Internal Reference)
Only legacy cases with activity or a status change logged after 18 January
2025 were retained.
All others have been permanently deleted and are not recoverable.
- Responding to Client Queries
If a client contacts us about a legacy case:
5.1 Immediate Actions
- Confirm if the case was created prior to 1 October 2024.
- Check ATP and CRM for any visible data.
- If no data appears, do not make assumptions. Escalate to Chantal
before responding.
5.2 What to Inform the Client
Pending final approval of the draft template, staff should be briefed to convey:
- The original case falls under a prior ownership period.
- Due to changes in company structure and legal access, we are unable to
resume testing.
- A new payment is required to proceed with any analysis.*
- A goodwill retest offer may be extended where appropriate (case-by-
case).
5.3 Discounted Retest Policy
In cases where the client wishes to continue testing:
- A discounted retest or reactivation fee may be offered.
- This applies mainly to lower-cost tests (e.g., standard paternity).
Important Note on Reactivation Fees (Kevin's Note):
For cases older than 3 months but paid in full, a reactivation fee
may be applied to cover admin and lab handling. This replaces the
need for full or partial discounts.
Legacy Case Handling SOP | Version 1.3 | Last Updated: 19 May 2025
However, if the test is more expensive than a paternity test, do
not apply a blanket fee. Always seek pricing guidance from
management before proceeding.
All first-round responses must be reviewed and approved by
Chantal.
5.4 Next Steps for CSR - ADMIN:
- CSR to contact the client and issue a secure Airwallex payment link for the
total amount quoted by Chantal.
- IMPORTANT: Include the internal reference in the payment description
as follows: LEGACY CASE - GTG*****CA
- Created the lead using the client's available data. Added the payment link
to the lead file.
- Mark lead as "Concluded."
- ⚠️ If the client declines to proceed, kindly inform them that a refund
cannot be issued, as the order was originally placed under the now-
dissolved Genetic Technologies Limited entity. Clients may instead contact
GTL directly at: 📧 GeneticTechnologies@fticonsulting.com
ADMIN ORDERS team: Once payment is confirmed, please notify Chantal
immediately who will oversee the new case creation on CRM.
- Internal Retrieval Requests
If the case is not found in ATP and it was created prior to 1 October 2024:
- Submit a query to IT to confirm only the case creation and last activity
date.
- Do not request retrieval.
- If management confirms the case is eligible, a formal FTI request may be
made through the appropriate channel.
- Do not open IT tickets for deleted cases unless instructed.
- Escalations & Exceptions
Escalate immediately to Chantal:
- Any legal case inquiries
- Any requests from immigration authorities
- Any complaints, disputes, or potential litigation issues
- Living Document Notice
Legacy Case Handling SOP | Version 1.3 | Last Updated: 19 May 2025
This SOP is subject to review. It may be updated based on live case examples,
feedback from IT, and client responses.
Legacy Case Handling SOP | Version 1.3 | Last Updated: 19 May 2025