Payment Arrangements
What are the two types of direct debits?
Variable and Fixed
Where can you find and Edit PSR?
Users Tab
Name 1 reason we need to record a complaint?
For the business to make them aware of current problems, customer's right to raise dissatisfaction, make change
What is ability to pay?
A convo that allows us to understand the customer's circumstances in order for us to move forwards with the account in the most appropriate was based on their ATP
I fell off my bike when wearing flip flops and fell into a lorry tyre - who am i?
Kirsty
If the customer has advised that they suffer with arthritis, what could you do?
Update PSR with Chronic/serious illness or after probing could also be mobility issues/restricted movement
What text expander do we use when we're recording a complaint?
rc. raisingcomplaint / rc. sameday
What timelines do we need to cover in ATP?
Past, present, future.
I learnt to play the trumpet for a year in school - who am i?
Asha
List 4 things you need to include when setting up a payment arrangement.
Usage amount, debt element, debt expiry date, frequency of payment, payment date, payment type, payment end date
If a customer does not communicate well in English - what can we use?
Language Line
When would the customer go to the ombudsman?
when complaint has reached 8 weeks/56 days and still not been resolved or when complaint has been deadlocked
Give 3 examples of ATP questions
Do you have any other debts (Credit cards, loans, fines, CCJ's)?
How often do you get paid?
What is your main source of income?
I never walk under signs under two poles or scaffolding - bad luck! - Who am I?
Paulo
List 3 things you need to check before issuing a repayment.
Actual read in the last 14 days, check account has been billed correctly and complete fraud/money laundering checks. (Have relevant convo about seasonal usage and payment adequacy.
Who do we share PSR data with?
MOP, DNO/Network, DC
When would we use rc. nocontact2?
No contact kraken notes for 2nd touch
What impact do we have if we DONT do ATP?
Customer's situation likely to worsen, PA more likely to fail, customer could be in debt for longer period than needed, may not understand impact of falling behind
I have fallen into a pit before - Who am i?
Timi
On A-5DD67701, Was the customer paying in Feb of 2022 and if so how much and the payment method.
£140.75
Name 4 things we can offer PSR customers
gas safety check, intepreter service, meter read service, free prepayment, knock and wait, alternative forms of communication
What do we need to do when providing customer with a resolution?
give summary of complaint, tell them what we've done to resolve it, give them our resolution and ask if resolved
What impacts are there to the business if we don't do ATP?
Risk of potential fine due to breaching our licence conditions, call demand higher, negative reviews, likely to leave supply, increase in EHU referrals & MP complaints, more likely to write off bigger debt
One lunchtime I went and sat in the car and fell asleep, I did not wake up for 2 hours. I returned late for training. - Who am I?
Rod