ID&V
What Does DPA and ID&V stand for
Data Protection Act
Identification and Verification
Where in ENSEK can you view the customer's balance?
Statement and payments tile
Where can you locate the tariff information? On Ensek
Ensek Product rate tab
What is the correct definition of fuel poverty?
A customer calls but is not currently a British Gas customer you identify that they are responsible for the energy bills at the new home. You should first try to transfer the customer to the Customer Retention (Value Pod) Or should you process the home move
Transfer to Customer Retention (Value Pod)
If a caller comes through as Unverified we must ask the caller the following.
(Identify) Customers name and Full address or Customers name and account number.
(Verify) Customer email address, payment method or telephone number.
On the bill date, the system will produce a bill which the customer will then receive by email within ______________ WORKING DAYS of this date. The bill will also be visible on their online portal.
5
If a customer wants to move from a fixed to standard tariff WILL they get charged an exit fee
YES OBVIOUSLY
Mention 2 system indicators that a customer may be struggling to pay?
Multiple failed payment schemes
Rejected DD/Payments
Outstanding balances
Loss of Job etc.
Can you issue a refund when we are within 7 days of the customer's next bill being generated?
NO
True or False :
Identification and Verification (ID&V) checks are always required both for inbound and outbound contact unless the customer has arrived on webchat and we can confirm they are logged in.
True
What are the 3 charges that make up a bill?
Unit rate
Standing charge
VAT
If a customer contacts British Gas asking to upgrade their tariff, what must you make them aware of first?
Deflect Online .
They can easily via their online account or British Gas Energy App.
Which external service(s) can you direct customers to if they are struggling with their bills?
BG Energy Trust
StepChange ect.
The customer will have the option to choose their preferred supply start date (SSD). This can be as early as 1 working day up to a maximum of _____________ days later. For PAYGE customers this is increased to 5 working days.
28
Customers who are unable to pass the ID&V checks or are not named on the account are still able to take very limited actions on the account: MENTION 3
Provide a meter reading.
Make a payment towards a bill using their own debit or credit card - you can advise them of outstanding balances in these instances.
Book/amend/cancel appointments for meter installations/Off Supply Jobs.
Request an updated bill or statement to be sent as long as it is sent to the address currently held on the account.
Check an upcoming appointment date or time.
Request a final balance refund be sent - as long as it is being issued to the account holder or the bank details we already hold for the account holder.
Arrange for the meter to be repositioned.
Book a free gas safety check for a customer who is vulnerable.
Order a replacement key card for a PAYGE meter.
Report a meter fault for a PAYGE meter.
What does AC stand for?
Advanced Charge
What is the Cooling off period
It is the 14-day period from the day a customer signs up for a tariff during which they are able to leave without being liable for exit fees.
What areas of the country are customers able to apply for breathing space?
England & Wales
Once British Gas have issued the Final Position letter, the customer can approach the Ombudsman to deal with the complaint on their behalf. How long does the customer have from the date the letter was issued to contact the Ombudsman?
12 Months
If we are making an outbound call to a customer that we have already spoken to within a 24 hour period do we need to repeat Identification and Verification (ID&V) checks.
2
What are replacement charges?
Replacement charges appear on a customers bill when we have received new information for a billing period which has already been processed. To compensate for, this in the customers next bill, their past charges are removed and the new charges are applied.
When will a customer be held liable for paying the exit fee ?
49 days before the end of the tariff
&
14 Days after cooling-off period
If the customer has been granted breathing space due to a mental health crisis - how long does it last?
As long as they are being treated for the crisis + 30 days
If a customer contacts asking to set the Direct Debit up as a Variable Direct Debit. What should you do?
Do not set them up - Discuss alternative payment methods.
We currently do not offer Variable Direct Debits unless they had been set up via the migration process. This is not some thing you would action.