Concession/ Centrepay
The State where we need to transfer them to DHS to add their concession card.
SA
It should be offered first before discussing any other payment assistance options.
Debt and Ongoing payment plan
What's the text expander we use for abolishment or any metering works request?
X.METERFORM
What's our motto for Flagging the account for Life support.
When in Doubt, Flag the Account
The text expander we use for Deceased Estate Accounts.
N.DEST
Name of the channel in slack for any help needed for concession concern and backdating concession.
#help-concession-confession
#help-backdated-concession
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
Where can I go in Kraken to check the type of meter the customer has?
Properties > NMI Tile > Check the Installation type
Give 3 examples of Life Support Equipment.
Oxygen Concentrator
Intermittent Peritoneal Dialysis Machine
Kidney Dialysis Machine
CPAP
Crigler Najjar Syndrome
Phototherapy Equipment
Ventilator
Refrigerator
Other - As long as it was confirmed by the medical practitioner.
The text expander we use for refund request.
X.REPAYMENT
Give two scenarios where we cannot accept Centrepay
Closed or finalised account
Solar panels or batteries
Broadband Accounts
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
Who can request for Abolishment's?
Property Owner
Builders
Technicians/Plumbers
We can provide our customers with an extension of at least how many business days?
25 Business Days
We are not allowed to refund this amount if it is applied on an open bill.
Government Rebate
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
Give 4 different types of meter reads
Actual
Final Sub
Customer
Estimate
Which state does not accept a medical certificate to medically confirm an account for life support?
Victoria
How many days does it take to process refunds to cards, bank accounts, and cheques?
Cards & bank accounts - 3 - 5 business days.
Cheques - up to 28 business days.
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.
Give the Text expander codes per scenario
Payment Plan set up for NECF states - n**
Tailored Assistance - n****
Hardship - n********
N.PP
N.VICPP
N.HARDSHIP
Give the three rules in reading basic meter.
Read each dial from left to right.
If dials are in between two numbers, record the lowest number except for 9 and 0 then record 9.
If it points directly to a number check the dial on the right and if it hasn't passed the 0 then record the lower number.
Step by step process in Kraken in flagging the account for Life Support.
Go to Properties tab > Scroll down to Life support tile > Click the Update Life support details > Fill out all required details > Submit
When do we need to request for a proof of payment or bank header statement.
If the refund amount is 1000 and over or if the refund needs to go to a bank account that we have not had any transactions in/out from before