Concession/ Centrepay
The State where we need to transfer them to DHS to add their concession card.
SA
It should be offered first before discussing any other payment assistance options.
Debt and Ongoing payment plan
Which text expander do we use for move-in/move-out?
N.MOVENOTE
How much is the bundle discount for internet ?
$10 dollar
How do you write access details if I have 3 K9 dogs and they are all leashed.
D3 SAVAGE REST
Name of the channel in slack for any help needed for concession concern and backdating concession.
#help-concession
This plan is for Victorian residential customers with an active account with any outstanding balance or where the customer had advised they are unable to pay their upcoming bill.
Tailored Assistance
When will the customer receive the final bill after moving out?
1-2 weeks after the move out date.
State the three Internet Eligibility.
18 years or older
Active Direct Debit
Active Email address
A card payment fee of up to ______ may apply to all Visa, MasterCard or American Express payments.
0.67%
Give two scenarios where we cannot accept Centrepay
Solar panels or batteries
Broadband Accounts
If the customer is requesting a short-term payment extension of up to two weeks, the full amount must be paid by the end of the extension period.
Payment Promise
Which tab in Kraken we need to go to in performing move out and what's the button to click?
Properties Tab. Click House Move out
What's the name of the courrier for our hardware and how much is the shipping fee.
Team Global Express . $20.00
Explain Insitu
Process wherein the customer will be changing retailers to Origin without them moving houses.
Give the 3 types of Centrepay Deductions
Ongoing Deduction
Target Amounts
End Date
This payment plan is available to customers with no outstanding balance on their account. It can be either fixed or variable.
Ongoing Usage Payment Plan
Which checkbox should we select if the customer says that someone else will be using the power at the house during the move-out process?
Skip De-En
What's the cooling off period for the Broadband Internet Sale.
We don't have any cooling off period. It is only applicable for Sales team.
Explain VSI on your own words
Visual Safety Inspection - 5 Hour appointment window in QLD conducted if the connection is disconnected.
Customer called in stating her annual usage is only $2,000 or $80 per fortnight. She wanted to set up Centre pay deductions for $150 per fortnight, and customer have a credit of $10,000. What is the best recommendation for this type of scenario?
Recommend refunding the $8,000 as the credit must only cover 12 months and adjust the deductions to only $80 instead of $150.
Give the Text expander codes per scenario
Payment Plan set up for NECF states - n**
Tailored Assistance - n****
Hardship - n********
N.PP
N.VICPP
N.HARDSHIP
What are the four things we have to ask to update the contact details in performing move out.
Mobile / Landline
Email
New Billing Address / Forwarding address
Communication Delivery Preference
What are the Broadband connection types that we have.
FTTP , FTTB, FTTN , HFC , FTTC , FW
Explain the difference of Payment Difficulty and Hardship.
Payment Difficulty - inability to pay in a short term
Hardship - inability to pay in the long run