SQ 44 - Compliance part 2

We must ask the customer's permission before adding to PSR

• TRUE

• FALSE

Answer explanation

We don't have to ask for permission to add them to the PSR but we DO have to make them aware that we are doing it and how their data will be used. Conveniently we have a script to follow.

"We will store this information on our secure Priority Services Register or PSR for short, which ensures we can adapt our services to best support your individual needs. It also means your energy distributors and water providers will know you are a priority. You can read more about how we use and protect your personal data through our PSR, and more generally, on our website (http://ovoenergy.com/privacy-policy)."

When do we need to signpost energy efficiency advise?

• Unable to pay the recommended DD amount

• Verbal triggers

• Repeated failed DD payments

• All of the Above

Answer explanation

If there are any signs that the customer is experiencing financial difficulty we MUST provide energy efficiency advise to support.

- Unable to pay the recommended DD amount

- Repeated failed DD payments or broken Collections payment plans

- Requesting a collections payment plan to repay a debt balance

- Verbal triggers i.e. I am struggling to afford the cost

ZCLAs can only offer a 15% reduction on DDs when the customer is in credit

• TRUE

• FALSE

Answer explanation

If a customer wants to set their DD lower than the recommended amount but the account is in debt..

We MUST transfer to collections.

Which of the following is the correct process before taking a payment over the phone?

• Proceed with the payment as long as the caller knows the card details.

• Confirm the card belongs to the caller, get full authority from the cardholder, and clearly state the amount to be debited.

• For business accounts, only the company director can make a payment

Answer explanation

Prior to taking payment, we must confirm the card belongs to the caller before taking payment. We must have full authority provided by the card holder and provide amount that will be debited from the card.

For businesses - same process applies if the card is in a person's name.

If the name appears in the business name - anyone is able to make the payment.

How old does an account have to be for us to process a refund?

• 30 days

• 60 days

• 90 days

• 120 days

Answer explanation

The account has to be at least 90 days with an active DD in place for us to process a refund.

Other checks to be completed..

1. 1. Ensure both the current account balance and predicted final balance (EOCB) are in credit

2. 2. Ensure that a meter read has been provided in the last 28 days and an accurate bill has been issued

3. 3. There must be no open meter read or billing dispute

5. 4. Bank details haven't been changed within 30 days

Who must be present during a smart or standard meter exchange appointment?

• Anyone who knows the account details

• Someone over the age of 18 to let the engineer in

• Someone over the age 18 for the entire appointment

• No one needs to be home if the meter is outside

Answer explanation

Someone over the age of 18 must be there for the entire duration of the appointment slot.

This person does NOT have to be the account holder.

During a standard meter exchange (MEX), what MUST you inform the customer about if we cancel or don’t arrive?

• They may receive a gift card

• They may be eligible for a GSOP payment

• They will need to call back and rebook

Answer explanation

GSOP!

We must advise the customer that they may be entitled to GSOP to be compliant.

....But there's no harm in ALSO telling them they'd need to call back and rebook if the appointment fails as well. It's just not a compliance standard.

Before putting a customer on a tariff that requires a smart meter, what must you do?

• Schedule the installation immediately

• Clearly explain the requirement and only proceed if they agree to install one

• Add them to the tariff and wait for them to receive more information

• All of the above

Answer explanation

It's part of our terms and conditions that a smart meter is installed for fixed contracts.

If you're able to book the SMEX straight away then that's great and you should definitely do that...it's just not a compliance requirement to do it on that immediate call.

Which of the following must be verbally confirmed as part of the contract terms? (Select all that apply)

• Tariff name and length

• Whether it's the cheapest one we provide

• Exit fees (or that there are none)

• Unit rates and standing charged including VAT status

Answer explanation

We don't need to confirm whether it's the cheapest one unless the customer specifically asks.

Full list of what needs to be verbally confirmed below:

1. 1. Cool-off period (refer to exit fee statement and advise they are free to switch without penalty even after SSD)

2. 2. Name of tariff & Length of tariff (i.e 1 year fix, 2 year fix, rolling)

2. 3. Exit fees (If the customer is on Standard Variable Tariff they won't have an exit fee)

4. 4. Unit rates and Standing Charges, and whether or not these include VAT

5. 5. This is a verbal contract

6. 6. Discounts, rewards or additional charges where applicable

7. 7. Confirm predicted annual cost is in £s (electricity and gas combined)

8. 8. Confirm estimated annual consumption in kWh (electricity and gas separately)

9. 9. Payment method (Direct Debit or pay on receipt of bill)

For a customer who has received an EOC (End of Contract) letter in the last 7 days, what must you confirm?

• That they've read the letter and are happy with everything in it

• That their current tariff is still valid

• That they'll receive new details in 10 working days

• That they will get a refund if they cancel

Answer explanation

For renewals where a customer has received an EOC (end of contract) letter in the last 7 days:

Check if the customer has read the letter and is happy with everything in it

Confirm the name and length of the tariff they've chosen.

Confirm they'll receive confirmation details in 5 working days and they have a 14 day cool-off period if they want to cancel (from the date their new plan starts)