ID Process
Provide the exact O-vault article for us to verify the customer's identity.
Identify Resi / SME
How many hours does the VSI window cover?
5 hours
What is the term for a customer who switches from one retailer to another?
Insitu.
This tab can show you all the payments, payment plans, refund status and estimated usage cost.
Payments tab
What does PPOR means?
Primary Place of Residence
If customer is pre-authenticated, what identifier we need to ask in order to fully authenticate the customer?
the FULL NAME of the customer.
If a customer from Russell Island, Mcleay Island and Lamb Island are considered as _____ locations.
Excluded.
TRUE or FALSE.
When the customer is moving into a different property and wants to create an account with Origin Energy, we should refer to Acquire Residential Customer.
FALSE. If customer is LITERALLY moving from the property to another property, we have to use the Residential Move in.
This tab will show you the personal details of the customer
Users tab
What's the exact O-vault name/article we need to use in adding concession card?
Adding a New Concession
TRUE or FALSE.
We can send OTP to Joint Account Holder.
FALSE. We can only send an OTP to Primary Account Holder.
What sticker color does the customer need to see to ensure they can use the electricity without any risk?
Green sticker.
We still need to ID the customer if we will process the Acquire Customer even if they don't have an account with us.
FALSE. There's nothing to ID if there's no account set up yet for the customer.
This tab will show you the communication preference and billing address of the customer
Details tab
Does PPOR needs to match the address in concession card and supply address in Kraken?
Yes. Both of supply address and concession card address should match.
TRUE or FALSE.
If the caller appears to be PRE-AUTHENTICATED in Kraken Phone, but the caller's name doesn't match the PAH or JAH's name, we can still provide information about the account.
If the customer said
"I have 4 dogs and they always run at my backyard, they bite sometimes and loves belly rub so don't worry dropping by to get a initial read"
How will you write the access details for this QLD customer?
D4 SAVAGE UNREST
What text expander we have to use after following the "Acquire Residential Customer"
This tab will show you the plan selection of the customer
Agreements Tab
Who manage the concession of South Australian customer?
Department of Human Services. We can't add the concession of SA customer in Kraken as it'll be a compliance breach.
If there's no mobile number on the account, what do we need to do?
We will ask 3 unique identifiers as well as 3 points of ID and offer adding a mobile number on the account for OTP purposes in the future.
This is how we call the cross border of Queensland and New South Wales.
Goondiwindi.
How much is the connection fee if customer is switching retailer only?
None! Because in acquire residential customer, there's no fee required unless it's a Residential Move in.
Properties tab
TRUE or FALSE
Only Primary Account Holder can add a concession card on the account.
TRUE. Because the PAH name should match the concession card.