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Update a Billing Name on a customer's account.
Update Billing Name
To assist when: A customer believes their bill is: too high, or incorrect.; A customer wants their bill reviewed.
Perform bill review
This process is used to manage meter reader complaints.
Meter reader complaints
To guide you through handling enquiries or complaints about default listing.
Handle Default Listing Enquiry
To ensure FDV protections are applied to the customers' account, if a customer discloses FDV triggers. Used by: Live Chat Service and Social Media
Apply Family Issues Protections to Digital Services
Process for how to manually send paper correspondence.
Manually sending postal corro
This document guides E-specs on how to: identify where there's invalid / missing reads, determine potential reasons for the issues / gaps, and send a PMD request when required.
Manage missing electricity interval meter data
This process is to assist customers during, or after a natural disaster event.
Natural Disaster Assistance
Checks and steps required to delete an email address in Kraken.
Deleting Email Addresses in Kraken
This process covers what to do when customers notify us about: a phone call they have received that seems suspicious or feels like a scam; suspicious / scam SMS or Email messages
Suspicious Calls / SMS / Emails
This document covers how to add a password to an account that is not being flagged for FDV.
Adding a password in Kraken
This process instructs Especs on how to raise special reads and check reads in Kraken.
Raising Special / Check Reads
A guide of common errors and troubleshooting for Concessions in Kraken.
Troubleshoot Concession Errors in Kraken
Instructions on how to action a My Account profile deletion request from a customer.
My Account Profile Deletion Requests
For VIC customers setting up a Debt Only payment plan or a Short-Term Payment Promise if: customers account has been closed, and a final bill has been issued.
Closed Accounts - VIC
This document assists in handling held bills in Kraken.
Resolving Held bills
This process is to: determine a customer's current tariff; assess whether Tariff can be changed for customer billing purposes; process a billable tariff change
Tariff Change
For when a QLD customer submits a Form 502 or Proprietor Rebate application
QLD Proprietor rebate
This doc will help you identify possible outages within Origin's Embedded Network.
Handle Embedded / CES outage
To assist customers with financial counselling enquiries, and To assist FINCOs with specific customer account enquiries.
Handle Financial Counsellor Enquiry
This process is for: determining what a delayed bill is; how to identify a delayed bill; compliance obligations; how much time a customer is given and can be given to pay a delayed bill; sending delayed bill communications via post / email
Delayed Bills
This process is to assist in: recording,; managing, and resolving complaints.
Complaints Handling Procedure
Use when receiving a call / Ink from a customer / Administrator / Trustee about a bankruptcy / Debt Agreement / Insolvency status.
Handle bankruptcy / insolvency enquiries
This document explains how we assist customers who want to switch from Origin's Embedded Network to a retailer of their choice under the Power of Choice reforms.
Embedded Power of Choice
To discuss energy efficiency advice with customers: experiencing Hardship or Payment Difficulty, and those who request it.
Energy Efficiency