Move In/Out
Which text expander do we use for move-in/move-out?
n.movenote
We don't proactively offer product add-ons on this state.
ACT
This plan is for Victorian residential customers with an active account with any outstanding balance or where the customer had advised they are unable to pay their upcoming bill.
Tailored Assistance
We can provide our customers with an extension of at least how many business days?
25 Business Days
Fill in the Blank.
A card payment fee of up to ______ may apply to all Visa, MasterCard or American Express payments.
0.64%.
When will the customer receive the final bill after moving out?
1-2 weeks after the move out date.
The EIC below is for which state and contract agreement?
'You are taking up [name of energy plan], you'll receive a confirmation letter.'
Non-VIC and Market to Market Contract Agreement
A payment plan we offer if customer can pay for both their ongoing usage and their debt. It must be offer first before discussing other payment assistance.
Debt and Ongoing Payment Plan
What process cannot be initiated if the account is flagged for life support?
Electricity and Gas Abolishment
What are the Types of Centrepay Deductions?
Ongoing Deduction, Target Amounts and End date.
Which of our services does not include any move-in connection fees?
Embedded Hot Water
When are the upcoming changes to our electricity and natural gas pricing expected to occur?
1st of July this year.
Fill in the blank.
Customers are not entitled to a payment promise/extension if they have _____ broken promises in the last ____ months.
Three broken promises.
Twelve months.
Which state does not accept a medical certificate to medically confirm an account for life support?
Victoria
We are not allowed to refund this amount if it is applied on an open bill.
Government Rebate
What's the move in connection timeframes for electricity after 1:00 pm.
2 business days not including today
What important information should be disclosed if the customer asks about energy plan rates and fees?
All fees include GSTs.
For residential closed account with debt below $1,000, what payment plan do we offer and for a maximum of how many months?
Debt only payment plan for up to 6 months.
What are the three basic documents received after being flagged for life support?
Medical Confirmation Form, Registering Life Support and No Life Support Registration Form.
How many days does it take to process refunds to cards, bank accounts, and cheques ?
Cards & bank accounts - 3 - 5 business days.
Cheques - 10- 15 business days.
What are the four things we have to ask to update the contact details in performing move out.
Mobile / Landline
Email
New Billing Address / Forwarding address
Communication Delivery Preference
What's the four common tariff types?
General Usage, Time of Use, Controlled Load and Solar.
The customer already has three broken payment plans—two of which were for 12 months and one for 24 months. The customer still wishes to start a new payment plan. What action should the Energy Specialist take?
Offer Setting up Debt and Ongoing payment Plan.
What are the four things a customer must fill out in the life support paperwork to have their account flagged as medically confirmed?
Medical Practitioner's signature,
Date from which customer requires LSE
Type of Life Support Equipment
Details which allow you to locate related Kraken account.
How many business days’ notice do we need before cancelling a direct debit?
4 business days