RRO
HAT
Collections
100

How can agents request a refund cheque on active accounts

Create a clarification case

100

What segment do you select when choosing an Encor Product?

Mass Market

100

How you agents request to have an account removed from a Collection Agency?

Clarification case (Callback from Collection Agency)

200

What is the name of the button/area that you need to select to create a water meter install in the contract management screen

Service Notifications

200

In what work centre will you see the customer's gas meter reads?

Billing > Meter Reading for BP Work Centre

200

What is the Dunning threshold for residential accounts?

$50

300

When is the final notice sent after the final bill's due date?

3 days after the due date

300

How do agents reopen an energy plan on hold or have the plan applied to their new contract?

Clarification Case - HAT Offline

300

In what work centre do you see the last dunning date and amounts?

Collections Work Centre

400

What does an ANGSC product name start with?

North or south

400

How do agents update a customer's product from fixed to floating?

Complete a move contract using the same address.

400

What is the alert for a Business Agreement that cannot be used?

Orderly Payment of Debt

500

Name two of the four situations that are considered stacked enrollments

Encor Contract In Deactivation – Customer wants RRO service before end date
-Encor Contract In Deactivation – Customer wants Encor service before end date
-Regulated (RRO, Water, Waste) Contract In Deactivation – Customer wants service before end date (Regulated or Encor
-Contract In Activation - New customer wants to enroll for future date)

500

In what work centre and "tab" do you need to enter to update the customer's Energy Plan details?

Contract Management, select a product, and then select Energy Plan Data

500

In which work centre and tab do you see if a payment has been applied to an installment plan?

Account Balance work centre and the installment plan tab.

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