PSR
What does PSR mean ?
Priority Service Register
What is a complaint ?
What does COS mean and explain what it is ?
Change of Supplier, means when you move from one supplier to a new supplier.
What does GDPR stand for ?
General Data Protection Regulation
What type of flow do we send the MOP and DC ?
D155
How old should customer be to be added on PSR for pensionable age ?
66 years old and older
What needs to be done if we cannot resolve the complaint within 24 hours ?
CHP, Complaints Handling Procedure need to be sent.
However, KRAKEN send one out to customer automatically.
How how is the cooling of period for customer ?
14 working days
From which two categories should we ask customer to confirm DPA from.
Identifiers and Verifiers
Abbreviation CSS and what do they do ?
Central Switching services, all switches are approve and rejected through this services.
List 3 benefits of being on PSR ?
Safety gas free check, notify prior for any shortage or power cuts in area, larger print of bills/ brails letters.
Name 3 types of complaints which is out of our control ?
Prices, terms and conditions, chargeble jobs and hold times
What is the difference between faster switching and future switching ?
Faster switch is under 14 days you move to another supplier. Future switch is within 14+ till 45 days to change to new supplier
Mention 3 things which is not part of GDPR.
Sexual orientation, photograph, religion and location
What information is in a D149 Flow ?
SSC/TPR
Is this statement true and false ?
Customer nephew who live in property is currently 4 years old, we can add them on our PSR for long term vulnerabilities as they qualify for PSR.
False, child under age of 5 need to be put as short term. Child will never stay 5 years old
Customer rejects our resolution provided to his complaint, what can we do for customer?
Ask customer what they would want as resolution to complaint, go to colleague and get some advice or go back to drawing board to get reasonable resolution.
What does API mean ?
Application Programming Interface
Who all can we speak/communicate to on a customer account ?
The account holder and any names user on the account or note.
What does MAM mean and for what energy ?
Meter Asset Manager - Gas
What is PSR ? Explain what is the purpose of it.
A register of customers who’ve been identified as being in a vulnerable circumstance, held by all suppliers & networks. This enables us as a supplier to tailor our services to our customers needs, giving them the best customer service possible.
Explain what is the difference between a 8 week letter and deadlock letter ?
8 week letter is when we have reached 56days/ 8 weeks in customer complaint and still did not resolve complaint, customer more than welcome to escalate this to ombudsman
deadlock letter is, we have resorted all our option in assisting customer yet customer not satisfied now we will issue deadlock for customer so that they could take it further with ombudsman to decide on final resolution.
Mention 3 pillars to a smooth switch.
All parties are happy with the switch!
We need meter details
Gotta have a COS read.
What is the consequences if we breach our customer GDPR ?
Fined up to 20 million pounds
Damage to reputation and brand
4% - 5% of annual turnover income.
What information is in a D150 Flow ?
Mention 3 things
Number of dials
Meter type
Location
Energization status