Complaints & Process
Q: What is Ofgem’s definition of a complaint?
Any expression of dissatisfaction related to products, services, or how dissatisfaction was dealt with, where a response is expected or required
Name two pieces of personal data that should generally not be sent via email or Google Chat
Customer name, or any personal data beyond an account number or case number
What organization does OVO share customer payment information with in the UK to help maintain accurate credit records?
Experian
Name two services that the Priority Services Register (PSR) allows OVO to offer customers.
Advance notice of power outages, regular meter readings, Gas Safety Checks (if eligible), or a password
What is a common explanation for a sudden increase in a customer's bill if actual readings were not previously received?
A catch-up bill due to estimated usage
What is the difference between a "Deadlock" letter and an "8-week" letter?
A Deadlock letter is the company's full and final response, issued only by the Deadlock Team; an 8-week letter is issued if a complaint is unresolved for 56 calendar days and grants the customer the right to escalate
Name three forms of identification that must be confirmed by a customer in order to pass DPA when contacting by phone or chat.
Full name, first line of address and postcode, account number, phone number registered on the account, date of birth, or email address registered on the account (must get 3 of these)
What CAIS status code is given if a customer is up to date with payments or paying regular fixed amounts?
Status 0
What organization offers free, independent advice and solutions for people in debt, including formal debt solutions like Bankruptcy?
StepChange
What action should an agent take if the customer is concerned that they have a smart meter but is getting estimated bills
Use the Smart Ops tool to triage meter reading preferences (whether its monthly, daily or half hourly) and whether the meter is still in comms
What distinguishes a "Complaint" from a "Concern Answered" case regarding the requirement for action or resolution?
A Complaint requires further action or involves an error/poor service where the customer isn't fully satisfied; a Concern Answered means the customer is satisfied after receiving information/education, and no goodwill or further action is needed
If a customer contacts OVO by email, how is Data Protection automatically passed?
If the email is sent from the email address registered on file for the customer
How long does a default stay on a customer's credit record after it is placed?
6 years
What are the two main types of Power of Attorney, and which one allows action on the energy account?
Health and Welfare, and Property and Financial Affairs; only the Property and Financial Affairs POA allows action on the energy account
What checks should we be performing for a customer who is having payment difficulty
Check if the account has been recently billed to an up-to-date meter reading, if the customer is on the best tariff for them, if their Direct Debit is accurate, if they could benefit from Energy Efficiency advice (CSE), or promote WHD where relevant
Describe the required action for escalating a Level 4 complaint severity, compared to a Level 2 complaint.
Level 4 requires escalation to your Resolver (unless immediate resolution is possible); Level 2 requires speaking to the customer, setting expectations, and taking action to fix the issue
When making an outbound call, what must you state to the customer regarding monitoring and recording before asking security questions?
Calls may be recorded for training and monitoring purposes
What specific documents must be captured from the customer when raising a case for Fuel Direct referral to the DWP?
Customer's Date of Birth and National Insurance Number
What is debtsense? and what will the customer know it as
Debtsense is known as a payment support tool, and its an income and expenditure
If a smart meter is showing estimates because it's on a monthly read schedule, and the customer consents to change, what is the preferred reading frequency and why?
Half-hourly reads; it is better for customers and the business because it allows for usage graphs, accurate daily live billing, more efficient energy buying, and better energy efficiency tips
What is the maximum goodwill consideration amount a Zero Carbon Living Advisor (ZCLA) is authorized to give, and what must they do if a higher amount is needed?
£30; they must seek authorization from their Lead/Resolver for a higher figure instead of escalating the complaint
What is the risk associated with adding a non-financially liable secondary contact to an account as Financially liable without consent
It can cause detriment to their credit score without their knowledge
Name three specific potential negative impacts that a customer may face due to having a low or bad credit history reported to Experian.
High interest rates on credit cards/loans, credit/loan applications may not be approved, security deposits required on utilities, higher insurance premiums, difficulty getting approved for housing, denied mobile phone contracts, denied employment, or difficulty starting a business
A non-financially liable secondary contact can provide meter readings and receive information about bills, but name three actions they specifically cannot perform.
Make any financially related decisions, update payment details, change Direct Debit amount, obtain refunds, renew a contract, or update communication preferences (post/email)
Whats the difference between a SMETS1 and a SMETS2
A SMETS 2 is the second generation and most up to date version of smart meters and SMETS1 is the first generation. These are now enrolled with the DCC