Vulnerability 2024

What is the Priority Services Register (PSR) and what does it provide to eligible customers?

• The PSR is a service that gives customers with low income access to cheaper energy rates.

• The PSR is a service that automatically registers customers for a fixed-rate plan.

• The PSR is a free support service that provides vulnerable customers with tailored assistance, such as advance notice of power outages and gas safety checks.

• The PSR is a list for customers to sign up for regular meter readings only.

How can a customer be removed from the Priority Services Register (PSR)?

• They are automatically removed if they no longer qualify for the service.

• The customer must request to be removed, and you can remove them by clicking the "Remove from PSR" button in Orion.

• They will be removed after 6 months if their circumstances do not change.

• You must contact the network provider directly to remove the customer.

How can you access the LanguageLine telephone service to assist a customer who speaks a language other than English?

• Call LanguageLine directly without completing a form.

• Request the service from the Customer Support Team only if the customer specifically asks for it.

• Complete a Google form with customer details, and then use the access code to contact LanguageLine.

• Complete the form, but there is no need to call LanguageLine.

When assisting a deaf customer using a text relay service, what should you do during the call?

• Speak directly to the customer and ignore the third party in the relay service.

• Ask the deaf customer to communicate with you via email instead of using the relay service.

• .Allow the third party to handle the Data Protection questions on your behalf.

• Address the third party (call centre) as if they are the customer, including asking Data Protection questions.

What communication adaptations are available for customers on the Priority Services Register (PSR)?

• Customers can opt to receive communications only via phone.

• PSR customers can choose from large print, Braille, audio bills, or talking bills, among other options.

• PSR customers are automatically placed on a fixed communication method with no options for adaptations.

• PSR customers can only receive communications via email.

Which of the following is NOT a service available to vulnerable customers who are financially struggling?

• ECHO – Emergency Central Heating Offer for broken or missing boilers.

• LEAP – In-home energy assessments and energy efficiency measures.

• The Energy Company Obligation (ECO) for free insulation upgrades.

• Discounts on energy bills for all customers, regardless of income.