TROUBLE CALLS
Mrs. Bennet is reporting that her lights are blinking. The customer states it is occurring during the call. How would her request be handled?
Select PQ Analysis tab and follow prompting
Transformer leaking
Transformer / leaking oil
Where should we access if we want to cancel a PEARL ticket?
HISTORY BUTTON
I saw a wire down a few blocks from my house. I don’t have the address, but I know the intersection. How should this be reported?
Report using TLOC
What to do if a customer is calling to have a new Street light (SL) install?
Advised customer SL are install by the city or municipality.
Customer is complaining because FPL went to trim a tree at his neighbor's house and a lot of branches and leaves were left at his back yard.
Tree vegetation / Tree Trimming Debris
Pole is too old
Pole - Remove/Relocate/Replace
Representatives should never advise customers to open, unlock or unseal any electrical equipment, such as meter can, sealed meter box or padmount transformer.
TRUE
A customer is reporting that their electrician needs the power turned off so he can replace the breaker panel. The electrician is at the property now. How would you respond to the customer?
Advise untap needs to be scheduled and submit PEARL ticket
What to do if a customer is reporting phase/ leg is out?
Some power out - phase/leg out
A customer is reporting that children are throwing shoes on the power lines in their backyard. Some shoes are on the power lines currently. The shoes are not interfering with anything and no one can touch them. Which condition should be selected to report this issue?
Wire/Cable – Object in wire
Meter glass broken
Meter - Damaged/missing meter can cover
When should a Power Outage (Trouble) call be elevated to an account Supervisor?
Mentioned FPSC, MEDIA, NEWS or Customer request a Supervisor
A customer is reporting that a wire is down in their back yard. No one is near it now, but someone could walk by and get hurt. This situation is considered immediate danger.
False
A customer is calling reporting he recently moved to a new address but the outdoor light in front of his house is out. What should we do?
SL/OL report / look for the OL / try to send PEARL ticket.
If Out door light is INA the correct process will be send paperwork via RITS to get a new light install.
Customer is calling to report his power is on but the meter is flashing.
METER - Broken/faulty meter display
Person touched the live wire and he is injured
Emergency / Person Injured/Trapped / conference to CIC
If customer would like to follow up regarding a ticket already created and the status shows ACTIVE, what should we do?
Refer customer to SERVICE PLANNING
Miami – Dade dispatch is requesting and expedited ETA to de-energize an area. Representatives will:
Conference caller to CIC
What should we do if a customer is complaining lights is in front of his window and he cannot sleep at night?
Send RITS OUTDOOR LIGHT - REMOVE, RELOCATE, RE-AIM, SHIELD OR UPGRADE
A customer reports that every time they turn on their faucets they get shocked. What condition is being reported?
Emergency - Fixture/Object Energized
The light pole just fell down
MISCELANIOUS / Hazardous SL/OL / Light facility has fallen to the ground
I need to follow up on an existing ticket. The ticket is still pending. Is it necessary to view the History Icon?
No, select appropriate power status and follow the prompting
A customer is reporting that some children were playing with a kite and it got stuck in a power line. The customer would like to know if they can pull the kite off the line.
No, anything on the power line should be reported as a NLS ticket
Customer is calling to report that a support cable for the pole to the ground is damage, it is loose. What should we do?
Wire/cable - Repair Down Guy wire