ID
If a call comes in displaying a banner that the customer has been pre-authenticated, what additional information should we confirm to fully verify their identity?
Full Name
What is the type of Controlled Load tariff that only works overnight.
Controlled Load 1
State the three Time of Use tariff rate periods.
PEAK
OFF-PEAK
SHOULDER
We don't proactively offer product add-ons on this state.
ACT
What are the meter types that we have ?
Basic Meter
Smart Meter
What are the preferred identification for verifying a customer?
Full Name and OTP
Describe New Connections.
If the customer needed an entirely new meter for their electrical/gas lines in the premise.
A customer received a bill that says He / She can save up to certain discounts by changing over to a new plan. What O-Vault article must we use?
Product Switch
Please provide one example each of a plan under a Market Contract and a Standing Contract.
Origin Standing & VDO - Standing Contract
All other plans - Market Contract
What's the article we need to follow in checking the Move In / Move Out Fees and Surcharges.
Journey Fees & Service Orders
What information is not required during the SMS/Ink ID verification process?
OTP
Outbound Call
We are on loudspeaker
If you are speaking with multiple callers.
Tariff 31 and Tariff 33 are what types of Tariffs in QLD?
Controlled Load 1 & 2 respectively
The EIC below is for what contract agreement?
'You are taking up [name of energy plan], you'll receive a confirmation letter.'
Market to Market Contract Agreement
Provide three things that must be taken into consideration when processing a move-out.
Timeframes , Distributor , Meter Type , Final Bill , Accounts , Fees
What's the name of the article for verification?
Identifying Resi/ SME
Provide three scenarios in which the OTP process is not used as an identification method.
Business Account
Ink
Customer don't have Mobile Phone
Outbound Call
The customer has a basic meter with a general usage tariff, solar panels, and a hot water system connected to Controlled Load Type 2. How many meters does the customer have?
Total of 3 meters. One for Flat Rate, Solar and Controlled Load
What important information should be disclosed before we discuss the rates and fees?
All fees are inclusive of GSTS
The customer is unhappy with the high bill and the fact that the charges are always estimated. You were able to explain that the customer’s plan had expired, and the customer understood and accepted the explanation. She is providing negative feedback , However the concern was resolved by offering a product switch. Should a complaint be raised?
No need to file for a complaint as it was already resolved and no further action is required on our part.
Give 3 points of ID that we asked to customer to Fully ID them.
Full Name
DOB
Phone Number
Email Address
Complete Address
Account Number
What plan agreements do we have, and can you explain each in your own words?
Standard Agreement
Market Agreement
Give the four common tariff types
General Usage
Time of Use
Controlled Load
Solar Credit
When should we only play the EIC scripting?
Standing to Market Agreement Product Switch
Market to Standing Agreement Product Switch
What determines a tariff?
Meter Type
State Customer lives in
Appliances Customer used
Distribution Zone