WEEK 1
Where can a customer see if they can save up by switching into a new plan?
On their Bill / Origin App
A customer would like to add Centrepay as payment method. What Article should we utilize?
Centrepay Inquiries
x.meterform
A Customer from South Australia is calling to add Concession Card. How can we help this customer?
A Victorian customer called in to add a JAH. Surprisingly, you saw that an Overdue Balance.
What relevant articles we must open?
Adding/Removing Joint Account Holders
Tailored Assistance
What does DMO and VDO stands for?
Default Market Offer & Victorian Default Offer
What are the four tariffs we have?
Time of Use
General Use
Controlled Load 1 & 2
Solar
An existing customer who declared that Life Support is not needed on the account is moving from NSW to Victoria. Do we still need to read the Life Support verbatim even though the customer already declined Life Support at previous property?
YES!
A customer called in and is requesting for their Gas Meter to be removed. What O-vault article is this about?
Manage Gas Meter Abolishment
Abolishment
What O-Vault article should we open and follow if a customer is requesting for Payment extension of 1 week?
Promise to Pay
Tariff 31 and Tariff 33 are what types of Tariffs in QLD?
Controlled Load 1 & 2 respectively
If a customer is switching to Origin Broadband from a different retailer, what specific Information we must obtain from them?
AVC ID
A Customer is complaining about a high bill that is based on an Estimate.
What Article should you open and what you must do next?
Ask for a photo of the meter reading and update it in Kraken
A customer called in and reported that there is no power at the property.
Upon checking Kraken, you see that there are no De-Energisation Service Orders.
Customer also told that the Main switch has been on ON Position ever since. What could be the possible reason and how we can help the customer?
Check Distributor's website to look for outages.
Give the Outage contact number to the customer
Or Call the DB Hotline to check and confirm Outage
This is the discussion we need to have with customer when we're creating their payment plan and offering it to them
Capacity to Pay Discussion
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
Differentiate the following
Move-In
Insitu
Product Switch
Move In -New Property, New Plan, New Retailer
Insitu -Same Property, New Plan, Different Retailer
Product Switch - Same Property, Same Retailer, new Plan
Text Expander for Adding a Joint Account Holder
n.jah
If NMI is used for Electricity, MIRN for Gas, what do we use for Hot Water Connections(aside from address)?
Supply Meter Point
A Victorian customer called in and asked how much Relief Grant can they get by having one fuel.
$1200
How do we ID' the following customers
1. Partially Authenticated in Twilio
2. Pre-authenticated in Twilio
3. No Customer Details in Twilio
1. Full name + OTP (Ask for 3-points if there's no OTP) *password must be asked if available
2. Full name + Acknowledge Pre-authentication
3. Full name + OTP (Ask for 3-points if there's no OTP) *password must be asked if available
This area is so special that Distributors only allows specific schedule for VSI, Reading, and other Related Service Orders for Re-En and De-En.
Excluded Locations
Refund Buttons for Credit/Debit Card payments are only usable for how many months?
12 Months
A Customer called in and say the ff:
"Why did I receive a Final bill, I didn't close my account?"
"Why did I receive contract packs from Another Retailer via post?"
When you pulled up their Kraken Account, it shows as "Lost" Supply. What Article should you be utilizing?
Lost/Won in Error
What happens to the total overdue balance of an account once we set up an Underpay Payment Plan?
Overdue balance will be put on hold/freeze while they work to lower their ongoing cost/usage