Complaints & Compliance
Kraken
100

At a minimum, the following details must be lodged in the complaint record?

  • Details of the complaint – capture specific dates/sequences/timeline of the issue
  • The desired outcome for the user – what does the user want to see happen?
  • An expectation that has been given to the user to resolve the matter – What advice have you provided to the user regarding the resolution?
  • Actions Completed – List what you have done to assist/resolve the matter
100

How do you add an Authorised Agent to an account?

EIC required.

Users tab, click + Add User, add details, select the new users role of responsibility i.e. Authorised Representative. Option box to add new user to ALL of the Account holders accounts by clicking "Add to portfolio." 

200

Where are 4 places you can raise a Complaint?

Kraken via Dashboard

Kraken via Events tab, Complaints tile. Add a complaint, click the + button 

Twillio

Ink

200

How do you add DV to account?

"Users" tab and click "Add" on the "Priority Services - Family Issues".


300

What is the ex-gratia Approval Authority Level for an Espec?

Energy Specialist Approval - Up to $999

300

How do you add a Concession to an account?

EIC required.

PPOR must be added prior to having the concession card added and be verified.
To do so, go to Users tab and click Add on the Primary Place of Residence tile.

User tab, scroll down to the Concession card tile and click Add. 

400

What two complaint types will stop the dunning path?

A billing or credit complaint will stop the dunning path of the account it is raised on.

400

What are the steps when a customer provides a self-read that is greater than the estimated reads?

Check the estimated reads via Properties tab, scroll down to the Accumulation Readings tile.

On the main page, click + Reading and enter the customer's readings, ensuring to enter a read and a read type for each meter and register and submit.

500

List three billing types and sub-types?

Take your pick! 

Refer to SQUID "Complaint Type & Complaint Subtype"

500

What two options can be offered (as per SQUID) to a customer if they require a PP?

  • Debt only - Balance to be paid by (next bill date + 14 business days)
  • Customer Assist Program (Hardship)
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