PAC 101
What does the acronym PAC stand for?
What is the Payment Assist Checklist?
What specific customer information is checked first on the list?
What are "Concessions applied"?
You should review a customer's energy usage and offer what kind of advice?
What is "energy efficiency advice"?
What policy should always be advised to the customer?
What is the "Hardship policy"?
A customer calls, stating they want to apply for Utility Relief Grant scheme. They have never applied for the grant before. What's the very first item you need to check?
Concessions or Income threshold
The PAC is a requirement for discussing the repayment of what?
What are arrears?
What thing in the PAC help determine a customer's finances?
What is "Capacity to pay"
Tom resides in Victoria and signed up with Red Energy 9 months ago. His partner, Sally has been living in the property the last 2 years.Tom agrees to have Sally added as the secondary on the account so Sally's concession can be added on the account for them to get energy concession.
Can we backdate concession on Tom and Sally's account?If yes, how far back can we backdate?
Yes - from the date of sign up
What specific "debt pause" is advised for VIC ONLY customers?
What is a "6-month debt pause"?
Jessica has just lost her job. She is already on an arrangement which was entered into only a month ago. The memos on the account indicate that Jessica was offered PAC at that point in time however, she did not feel that she needed that assistance at the time. She is calling back today to reduce her payment amount on her CEP. Should you offer PAC?
Yes
What was the PAC formerly known as?
What is DCEC?
If we add a secondary on an account who has a concession card in VIC what should we check?
Check if we can backdate concession for the past 12 months
What specific financial professional should be offered to the customer?
What is a "Financial counsellor"?
True or False: The Network Tariff Review is a requirement for all customers in Australia.
What is false? (It is for VIC ONLY).
In which state is it mandatory to complete Capacity to Pay?
What are NECF States?
Name three of the five situations listed where the PAC should be used.
What are setting up/updating a payment arrangement, skipping a payment, discussing missed payments, or determining hardship?
What specific offer should always be made to the customer?
What is the "Best offer"?
True or False: You should only offer energy efficiency advice to customers who request it.
What is false?
On account which still have the old pay on time discount plan what should we do before we set up a CEP?
What is "Backdate lost pay on time discounts"?
Where can the Hardship Policy be found?
On the Red or Lumo Energy Website
True or False: The PAC is only used for customers who have never had a payment arrangement before.
False
"Network Tariff Review" is completed by which team?
What is the "Care Team"?
Why is it important to advise a customer of the hardship policy?
What is to inform them of their rights and options if they are experiencing financial difficulty?
What is the primary reason for a 6-month debt pause for a VIC ONLY customer?
What is to give them a period to stabilize their finances without accumulating more debt? (or a similar, comprehensive answer)
Customer calls us with a high bill they have a new born baby at home and keep their heater on. What Energy Saving tip will you offer the customer?
Set Heater on 21 degree Celsius