Move Out
Which text expander do we use for move-in/move-out?
N.MOVENOTE
How should we enter the site access instructions for a property in Queensland that has five dogs on-site, all K9s and all leashed?
D5 SAVAGE REST
How to pause the call recording in Kraken when adding direct debit details?
By clicking the +Card Button or +Direct Debit in Payments Tab.
The State where we need to transfer them to DHS to add their concession card.
SA
How much is the card payment fee?
0.67%
When will the customer receive the final bill after moving out?
1-2 weeks after the move out date.
How do we do property search in performing move in?
We use Existing property search in Kraken and Locating NMI/Address in MSATS or MIRN.
Who delivers Origin Hardware and what will happen if the customer isn't home?
Team Global Express - Parcel will be left in the safe place.
Give two scenarios where we cannot accept Centrepay
Closed or finalised account
Solar panels or batteries
Broadband Accounts
It should be offered first before discussing any other payment assistance options. And for how long we can offer it ?
Debt and Ongoing payment plan. Maximum of 24 months.
Which tab in Kraken we need to go to in performing move out and what's the button to click?
Properties Tab. Click House Move out
Provide the Stickers in QLD and what does it means
Green Sticker - it's safe for customer to turn on the electricity
Yellow Sticker - it's unsafe as we need to book technician to do re-energization
Explain how Solar works.
Solar panel catches sunlight to send it to inverter to convert it into electricity that will be used at home. Any excess will go through battery or get back to the grid and Origin will provide FIT credit.
Name of the channel in slack for any help needed for concession concern and backdating concession.
#help-concession-confession
#help-backdated-concession
If the customer is requesting a short-term payment extension of up to two weeks, the full amount must be paid by the end of the extension period.
Payment Promise
Which checkbox should we select if the customer says that someone else will be using the power at the house during the move-out process?
Skip De-En
Differentiate Move In, Product Switch and Insitu
Move In - customer move into a new property.
Product Switch - customer wish to change plan.
Insitu - customer wish to change retailer in their existing property.
What's the two types of Payment Instructions?
Payment Plan & Variable Payment Schedule
Give the 3 types of Centrepay Deductions
Ongoing Deduction
Target Amounts
End Date
This payment plan is available to customers with no outstanding balance on their account. It can be either fixed or variable.
Ongoing Usage Payment Plan
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 is a VSI, and what happens if it is not successful?
A Visual Safety Inspection (VSI) is a scheduled inspection—within a 5-hour appointment window—where a technician attends the property to assess its electrical safety prior to re-energisation ensuring that the installation meets safety requirements before power is restored. Waster Truck Visit Fee will be applied
Please state the two Internet delivery methods and provide the connection type for each.
NBN - FTTP FTTN FTTC FTTB HFC FW
Opticomm - FTTP only
Customer called in stating her annual usage is only $2,000 or $80 per fortnight. She wanted to set up Centre pay deductions for $150 per fortnight, and customer have a credit of $10,000. What is the best recommendation for this type of scenario?
Recommend refunding the $8,000 as the credit must only cover 12 months and adjust the deductions to only $80 instead of $150.
Differentiate Payment Difficulty and Hardship. Give me two example each.
Payment Difficulty - inability to pay the bill for short term
Hardship - inability to pay the bill for long term