CUSTOMER SERVICES DIRECTO RATE

1 ROND POINT MAURICE BELLONTE 31707 BLAGNAC CEDEX FRANCE TELEPHONE + 33 (0)5 61 93 33 33 

# A L E R T O P E R A T O R S T R A N S M I S S I O N - A O T

AOT ref: A71L006 - 14 Page 1 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT SUBJECT: ATA 71

– Aft and fwd engine mount bolts - torque check AIRCRAFT TYPE: A330 OUR REF.: A71L006 - 14 dated 22 - JUL - 2014 1. AIRCRAFT AFFECTED Applicable to all A330 aircraft fitted with GE engines within below effectivity and on engine(s) that was (were) never removed since aircraft first flight :

- From MSN0733 included,

- Till MSN1507 included. 2. REFERENCED DOCUMENTATION 2.1 REFERENCES AMM Task 24 - 42 - 00 - 861 - 801 AMM Task 71 - 13 - 00 - 010 - 803 AMM Task 78 - 31 - 00 - 040 - 802 AMM Task 78 - 36 - 00 - 010 - 802 AMM Task 71 - 13 - 00 - 010 - 804 AMM Task 75 - 31 - 51 - 710 - 801 AMM Figure 71 - 21 - 41 - 991 - 03100 - 06 - A / SHEET 1 - Core Electrical Harness AMM Figure 71 - 21 - 41 - 991 - 03200 - 06 - A / SHEET 1 - Forward Engine Mount AMM Figure 71 - 21 - 41 - 991 - 03200 - 06 - A / SHEET 1 - Forward Engine Mount AMM Figure 71 - 21 - 41 - 991 - 03100 - 06 - A / SHEET 1 - Core Electrical Harness Airbus IPC Section 71 - 21 - 11 Airbus IPC Section 71 - 22 - 41 AMM Task 71 - 13 - 00 - 410 - 804 AMM Task 78 - 36 - 00 - 410 - 802 AMM Task 78 - 31 - 00 - 440 - 802 AMM Task 71 - 13 - 00 - 410 - 803 AMM Task 71 - 00 - 00 - 720 - 811 AMM Task 30 - 21 - 00 - 710 - 801 AMM Task 29 - 11 - 00 - 710 - 801 AMM Task 29 - 12 - 00 - 710 - 802 AMM Task 29 - 13 - 00 - 710 - 801 AMM Task 36 - 11 - 00 - 710 - 807 AMM Task 24 - 21 - 00 - 710 - 804 AMM Task 24 - 42 - 00 - 862 - 801 AMM Figure 71 - 21 - 41 - 991 - 03200 - 06 - A / SHEET 1 - Forward Engine Mount AMM Figure 71 - 22 - 41 - 991 - 00200 - 06 - A / SHEET 1 - Aft Engine Mount AMM Task 71 - 00 - 00 PB401 Airbus MPD Task 712107 - 01

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AOT ref: A71L0 06 - 14 Page 2 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT 3. REASON 3.1 FACTS In July 2013, while performing an engine removal on an A330 aircraft at the Airbus Long Range (LR) Final Assembly Line (FAL) in Toulouse, one forward engine mount bolt was found not torqued. The investigation concluded this was due to a human error during engine installation. All other aircraft that were in the FAL were inspected and confirmed compliant. Since January 2 014 an improved process related to engine installation is applied in LR FAL. However it is possible that some aircraft may have been delivered between Jun - 2006 and Jan - 2014 with under torqued bolts, and consequently a torque check of the AFT and FWD engine mount bolts is required. 3.2 CONSEQUENCES Engine mounts are certified with a failsafe case considering one pylon bolt fully broken. However, it is possible that some aircraft may have been delivered with one or several bolt under - torqued. 3.3 AIM The aim of this AOT is to provide operators with the instructions to perform a onetime torque check on the AFT and FWD engine mount bolts.

4. SHORT TERM ACTION 4.1 PLANNING AND MANPOWER 4.1.1 ACCOMPLISHMENT TIMESCALE Airbus requires that the inspections as per procedure described in paragraph 4.2, are carried out at first opportunity and no later than 2000FH after receipt of this “Alert Operators Transmission”

. 4.1.2 MANPOWER The estimated time to perform the inspection is 4,5 man - hours (MH) per engine :

- Get and close access: 3,5 MH.

- Check Torque of aft and fwd Bolts: 1 MH. The estimated time to perform the corrective action(s) in case of findings is:

- Torqueing on an under - torqued bolt: 0,5 MH

- Replacement of all fwd engine mount bolts and nuts: o engine re moval and then reinstallation: 10 MH

- Replacement of all aft engine mount bolts and nuts: o engine re moval and then reinstallation: 10 MH

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AOT ref: A71L0 06 - 14 Page 3 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT 4.2 DESCRIPTION 4.2.1 ACCESS 4.2.1.1 Get access Make sure that the safety devices and the warning notices are in position before you start a task on or near:

- The flight control.

- The flight control surfaces.

- The landing gear and the related doors.

- Components that move. Movement of components can kill or injure persons. Energize the ground service network as per A MM Task 24 - 42 - 00 - 861 - 801. Make sure the engine 1 (2) has been shut down for a minimum of 5 minutes before doing this procedure. Put a WARNING NOTICE(S) to tell persons not to start the engines. Get Access to the Avionics Compartment

- Put the ACCESS PLATFORM 3M (10 FT) - ADJUSTABLE in position at the access door 811.

- Open the access door 811.

- Open the protective door of the AC/DC emergency power - center 740VU. WARNING: MAKE SURE THAT YOU OPEN CIRCUIT BREAKERS 2DN1 AND 2DN2 TO DE ENERGIZE THE ANTI - ICE VALVE (4000DN). IF THE VALVE IS NOT DE - ENERGIZED, IT IS VERY HOT, AND CAN THUS BURN PERSONNEL WHO DO WORK IN THIS AREA. Open, safety and tag these circuit breakers:

- FOR FIN 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1) o Panel: 721VU / Designation: ANTI ICE ENG 1 / FIN: 2DN1 / Location: W06 o Panel: 722VU / Designation: FADEC B ENG 1 / FIN: 13KS1 / Location: D44 o Panel: 742VU / Designation: FADEC A ENG 1 / FIN: 12KS1 / Location: Q73

- FOR FIN 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2) o Panel: 722VU / Designation: FADEC B ENG 2 / FIN: 13KS2 / Location: K49 o Panel: 722VU / Designation: ANTI ICE ENG 2 / FIN: 2DN2 / Location: W39 o Panel: 742VU / Designation: FADEC A ENG 2 / FIN: 12KS2 / Location: Q74 Open the fan cowl doors as per AMM Task 71 - 13 - 00 - 010 - 803:

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 415AL, 416AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2), 425AL, 426AR. Deactivate the thrust reverser for maintenance as per AMM Task 78 - 31 - 00 - 040 - 802 Remove the aft engine mount access panels

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 453AL, 453AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2), 463AL, 463AR.

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AOT ref: A71L0 06 - 14 Page 4 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT Open the thrust reverser doors as per AMM Task 78 - 36 - 00 - 010 - 802:

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 417AL, 418AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2), 427AL, 428AR. Open the core cowl doors as per AMM Task 71 - 13 - 00 - 010 - 804:

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 414AL, 414AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2), 424AL, 424AR. NOTE: The Variable Bleed Valve (VBV) doors must be pumped closed any time maintenance is performed in the area. This is so unwanted material does not go into the core inlet through the VBV doors. Close the VBV doors (Ref. AMM Task 75 - 31 - 51 - 710 - 801). 4.2.1.2 Forward Engine mount The following procedure is applicable to each engine. Install an ACCESS PLATFORM 1M (3 FT). Disconnection of the Electrical Connectors: (Refer to AMM figure 71 - 21 - 41 - 991 - 03100 - 06 - A / SHEET 1 - Core Electrical Harness) NOTE : Disconnect the electrical connectors surrounding the pylon to allow full access to the heads of the pylon bolts.

- Disconnect the connectors that follow from the left side of the pylon junction box. o Disconnect the connector, 3827VC - A, on the hydraulic pump harness (29) from the receptacle, C5. Disconnect the connector, 3822VC - A, on the forward fire detector harness (28) from the receptacle, C2. Put blanking caps on the connectors and the receptacles. o Disconnect the connector, 3828VC - A, on the IDG contro l harness (16) from the receptacle, C6. Disconnect the connector, 3825VC - A, on the IDG control harness (16) from the receptacle, C7. Put blanking caps on the connectors and the receptacles. o Remove the three bolts and remove the bracket securing the harness es (16) (28) and (29) to the pylon.

- Disconnect the connectors that follow from the right side of the pylon junction box. o Disconnect and put blanking caps on these connectors and receptacles.  The connector, 3821VC - A, on the right fire detector harness (19) from the receptacle, C1.  The connector, 3820VC - A, on the right switch harness (20) from the receptacle, C4.  The connector, 3829VC - A, on the right valve harness (21) from the receptacle, C8. o Remove the two bolts and remove the bracket holding the harness es (19) (20) and (21) to the pylon. Remove Forward Mount Bolt Retainers Mount. (Refer to AMM Figure 71 - 00 - 00 - 991 - 08300 - 04 - A / SHEET 1 - Forward Engine Mount)

- Remove the bolts (220), washers (221), nuts (223), and bolt retainers ( 224,225 and 226) from th e five bolts ((4) 230 and (1) 240)

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AOT ref: A71L0 06 - 14 Page 5 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT Proceed to torque check as detailed in paragraph 4.2.2.1 and proceed to corrective actions defined in 4.2.3.1 in case of findings. Install Forward Mount Bolt Retainers (Refer to AMM Figure 71 - 21 - 41 - 991 - 03200 - 06 - A / SHEET 1 - Forward Engine Mount) Install the bolt retainers ( 224, 225 and 226) , washers (221), bolts (220) and nuts (223) on the forward mount bolts (5 places).

- TORQUE bolts (220) between 55 and 70 lbf.in (0.62 and 0.79 m.daN). Connection of the Electrical Connectors: (Refer to AMM Figure 71 - 21 - 41 - 991 - 03100 - 06 - A / SHEET 1 - Core Electrical Harness)

- Connect the electrical harnesses to the left side of the pylon junction box that follows: o Remove the protective covers from the hydraulic pump harness (29), the forward fire detector harness (28) and the IDG control harness (16). Remove the protective covers from the receptacles, C2, C5, C6, and C7, on the pylon junction box. o Connect the connector, 3827VC - A, on the hydraulic pump harness (29) to the rece ptacle, C5. Tighten the connector. o Connect the connector, 3822VC - A, on the forward fire detector harness (28) to the receptacle, C2. Tighten the connector. o Connect the connector, 3828VC - A, on the IDG control harness (16) to the receptacle, C6. Tighten the connector. o Connect the connector, 3825VC - A, on the IDG control harness (16) to the receptacle, C7. Tighten the connector. o Attach harness bracket to the pylon with 3 bolts and washers. TORQUE bolts to between 50 and 70 lbf.in (0.57 and 0.79 m.daN).

- Connec t the electrical harnesses to the right side of the pylon junction box as follows: o Remove the protective covers from the right fire detector harness (19), the right switch harness (20) and the right valve harness (21). Remove the protective covers from the receptacles, C1, C4 and C8, on the pylon junction box. o Connect the connector, 3821VC - A, on the right fire detector harness (19) to the receptacle, C1. Tighten the connector. o Connect the connector, 3820VC - A, on the right switch harness (20) to the receptac le, C4. Tighten the connector. o Connect the connector, 3829VC - A, on the right valve harness (21) to the receptacle, C8. Tighten the connector. o Attach harness bracket to the pylon with 2 bolts and washers. TORQUE bolts to between 50 and 70 lbf.in (0.57 and 0 .79 m.daN). Remove the ACCESS PLATFORM 1M (3 FT). 4.2.1.3 Aft Engine mount The following procedure is applicable to each engine. Install an ACCESS PLATFORM 1M(3 FT). Remove Aft Mount Bolt Retainers Mount. (Refer to AIPC Figure 20 (Sheet 01/01)

– Section 71 - 22 - 41)

- Remove the self

– locking nuts (item 180), flat washers (item 170), hex head bolts (item 160), and bolt retainers (item 190) from the four bolts (item 200).

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AOT ref: A71L0 06 - 14 Page 6 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT Proceed to torque check as detailed in paragraph 4.2.2.2 and proceed to corre ctive actions defined in 4.2.3.2 in case of findings. Install Aft Mount Bolt Retainers (Refer to AIPC Figure 20 (Sheet 01/01)

– Section 71 - 22 - 41)

- Install the self

– locking nuts (item 180), flat washers (item 170), hex head bolts (item 160), and bolt reta iners (item 190) from the four bolts (item 200).

- TORQUE bolts (160) between 55 and 70 lbf.in (0.62 and 0.79 m.daN). Remove the ACCESS PLATFORM 1M (3 FT). 4.2.1.4 Close Access Remove the safety clips and the tags and close these circuit breakers:

- FOR FIN 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1) o Panel: 722VU / Designation: FADEC B ENG 1 / FIN: 13KS1 / Location: D44 o Panel: 742VU / Designation: FADEC A ENG 1 / FIN: 12KS1 / Location: Q73 o Panel: 721VU / Designation: ANTI ICE ENG 1 / FIN: 2DN1 / Location: W06

- FOR FIN 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2) o Panel: 722VU / Designation: FADEC B ENG 2 / FIN: 13KS2 / Location: K49 o Panel: 742VU / Designation: FADEC A ENG 2 / FIN: 12KS2 / Locat ion: Q74 o Panel: 722VU / Designation: ANTI ICE ENG 2 / FIN: 2DN2 / Location: W39 Make sure that the work area is clean and clear of tools and other items. Put the ACCESS PLATFORM 3M (10 FT) ADJUSTABLE in position at the access door 811. Close the protective door of the AC/DC emergency power center 740VU. Close the access door 811. Close the core cowl doors (Ref. AMM Task 71 - 13 - 00 - 410 - 804):

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 414AL, 414AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PL ANT, ENG2), 424AL, 424AR. Close the thrust reverser cowl doors as per AMM Task 78 - 36 - 00 - 410 - 802:

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 417AL, 418AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2), 427AL, 428AR. Install the aft engine mount access panels.

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 453AL, 453AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2), 463AL, 463AR. Make the thrust reverser serviceable as per AMM Task 78 - 31 - 00 - 440 - 802. Remove the access platform(s). Close the fan cowl doors as per AMM Task 71 - 13 - 00 - 410 - 803:

- FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG1), 415AL, 416AR.

- FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2), 425AL, 426AR.

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AOT ref: A71L0 06 - 14 Page 7 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT Do the tests that follow:

- Do a minimum idle leak check as per AMM Task 71 - 00 - 00 - 720 - 811.

- Do an operational test of the ice protection of the engine air intake as per AMM Task 30 - 21 - 00 - 710 - 801.

- Do an operational test of the hydraulic pumps as per AMM Task 29 - 11 - 00 - 710 - 801: o FOR 4030EM1 (DEMOUNTABLE POWER PLANT, ENG 1) (Ref. AMM Task 29 - 12 - 00 - 710 - 802) o FOR 4030EM2 (DEMOUNTABLE POWER PLANT, ENG2) (Ref. AMM Task 29 - 13 - 00 - 710 - 801)

- Do the operational test of the bleed air system as per AMM Task 36 - 11 - 00 - 710 - 807.

- Do the operational test of the IDG as per AMM Task 24 - 21 - 00 - 710 - 804. De - energize the ground service network as per AMM Task 24 - 42 - 00 - 862 - 801. 4.2.2 INSPECTION REQUIREMENTS 4.2.2.1 Forward engine mount bolts (Refer to AMM Figure 71 - 00 - 00 - 991 - 08300 - 04 - A/ SHEET 1 - Forward Engine Mount) Mark the pylon bolt hea d and adjacent area to provide a reference point to indicate if the bolt moves. Apply a torque of 3363 lbf.in (38 m.daN) in a clockwise direction (tightening direction) to all five engine forward mount pylon bolts ((4) 230 and (1) 240), to check for a loo se or broken bolt condition. 4.2.2.2 Aft engine mount bolts (Refer to AMM Figure 71 - 22 - 41 - 991 - 00200 - 06 - A / SHEET 1 - Aft Engine Mount) Mark the pylon bolt head and adjacent area to provide a reference point to indicate if the bolt moves. Apply a torque of 4868 lbf.in (55 m.daN) in a clockwise direction (tightening direction) to all four engine aft mount pylon bolts (270), to check for a loose or broken bolt condition. 4.2.3 FINDINGS 4.2.3.1 Forward engine mount bolts 4.2.3.1.1 Instructions. Ch eck the marking applied in para 4.2.2.1 to confirm if the bolt has moved.

- If one bolt rotates: o Aircraft has accumulated less than 4000FC / 30800FH since first EIS:  Retorque the affected bolt as per task 71 - 00 - 00 - 400 - 80 2 - A (subtask 71 - 00 - 00 - 420 - 054 - A - > Be tween 54.23 m.daN (400 lbf.ft) and 61.01 m.daN (450 lbf.ft) (to apply two times)) before next flight.  Discard and replace one at the time the 5 bolts and associated nuts with new one not later than 4000FC/30800FH since first EIS. Read paragraph 4.2.3.1.2 for bolt replacement via bootstrap installation or via engine removal.

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AOT ref: A71L0 06 - 14 Page 8 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT o Aircraft has accumulated 4000FC / 30800FH or more since first EIS:  Discard and replace the 5 bolts and associated nuts with new one before next flight. Read paragraph 4.2.3.1.2 for bolt replacement via engine removal.

- If several bolts rotate: o Please contact Airbus for further actions.

- If one pylon bolt fully broken:

o Please contact Airbus as it’s required per subtask 71 - 21 - 41 - 720 - 050 - A. 4.2.3.1.2 Procedure details. Bolt replacement via bootstrap installation:

- Proceed to engine removal as per AMM Task 71 - 00 - 00 PB401

- Perform Task 71 - 00 - 00 - 000 - 802 - A up to subtask 71 - 00 - 00 - 020 - 053 - A point (1)

- Discard and replace one at the time the 5 bolts and associated nuts with new one

- Pr oceed to the engine installation as per AMM Task 71 - 00 - 00 PB401. Bolt replacement via engine removal:

- Proceed to engine removal as per AMM Task 71 - 00 - 00 PB401.

- Remove retaining hardware from all bolts.

- Discard and replace the 5 bolts and associated nuts w ith new one.

- Install the retaining hardware on all bolts.

- Install the engine as per AMM Task 71 - 00 - 00 PB401. NOTE : At each engine Removal/Installation, a visual inspection of the mount assemblies and a non destructive testing and running torque check of e ngine mount bolts have to be performed before engine installation as requested on subtask 71 - 00 - 00 - 630 - 057 - A. 4.2.3.2 Aft engine mount bolts 4.2.3.2.1 Instructions. Check the marking applied in para 4.2.2.2 to confirm if the bolt has moved.

- If one bolt rotates: o Re - torque the affected bolt. as per task 71 - 00 - 00 - 400 - 802 - A (subtask 71 - 00 - 00 - 420 - 054 - A) - > between 77.96 m.daN (575 lbf.ft) and 84.74 m.daN (625 lbf.ft 

### ) (to apply two times)) before next flight. o Discard and replace the 4 bolts and nuts with new one at next engine removal. Read paragraph 4.2.3.2.2 for procedure details.

- If several bolts rotate: o Please contact Airbus for further actions.

- If one pylon bolt fully broken: o Discard and replace the 4 bolts and nuts with new one before next flight. Read paragraph 4.2.3.2.2 for procedure details.

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AOT ref: A71L0 06 - 14 Page 9 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT 4.2.3.2.2 Procedure details. Bolt replacement:

- Proceed to engine removal as per AMM Task 71 - 00 - 00 PB401.

- Remove retaining hardware from all bolts.

- Discard and replace the 4 bolts and associat ed nuts with new one.

- Install the retaining hardware on all bolts.

- Install the engine as per AMM Task 71 - 00 - 00 PB401. NOTE : A t each engine r emoval/Installation, a visual inspection of the mount assemblies and a non destructive testing and running torque c heck of engine mount bolts have to be performed before engine installation as requested on subtask 71 - 00 - 00 - 630 - 057 - A.

4.3 SPARES AND TOOLING 4.3.1 Forward mount hardware

- Bolt part - number: 1322M97P04

- Nut part - number: 1322M30P03 4.3.2 Aft mount hardware

- Bolt part - number: 1672M69P01

- Nut part - number: 1672M70P01

5. FURTHER INFORMATION 5.1 FOLLOW - UP PLAN No further action is expected following AOT completion.

5.2 IMPACTED DOCUMENTATION N/A

6. AOT APPROVAL The technical content of this document is approved under the authority of DOA No. EASA.21J.031

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AOT ref: A71L0 06 - 14 Page 10 of 10 Date : 22 - JUL - 2014

© AIRBUS S.A.S. 2014 . ALL RIGHTS RESERVED. CONFIDENTIAL AND PROPRIETARY DOCUMENT 7. REPORTING Questions about this AOT and inspection results with or without findings are to be sent to Airbus Customer Services engineering as soon as possible, after the AOT application, to the attention of: Emilien DARTIGEAS Nacelle Systems Product Leader UTAS Customer Services - SEEE6 Phone: +33 (0)5 67 19 09 91 Mobile: +33 (0)6 03 84 06 33 Fax: +33 (0)5 61 93 36 14 mailto:emilien.dartigeas@airbus.com Best Regards, Jean - Luc MOUYSSET VICE - PRESIDENT ENGINEERING SUPPORT CUSTOMER SERVICES Philippe GOURDON VICE - PRESIDENT A330/A340 PROGRAMME CUSTOMER SERVICES