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Complaints procedures, audit, reporting, trends, customer service feedback. Continuous improvement team (quality team). Ennovate providing subjects for improvements. Bluetooth Keypad, Powerbot. PAR & CC awards

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Explore required legislation to be trained out

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Explore required legislation to be trained out

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Teresa. Ask Advice NI as well GC. What are the required legislation

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(a) Review what we have in Advice NI training. Part of Advice NI vulnerability training (brief).  UR outlined. CG & GC
(b) fine
(c) fine

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Specific trainers. Complaints training sessions. Service Ops don't do refresher training unless it's something new. Different competencies between PAR and CC. (d) QMPs reviews. Monthly updates are reviewed

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Recruitment, set up, training records, access to One Note for procedures and docs

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ok

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All staff go through complaints induction and then annual refresher training

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Has to be due to compliance. Can suggest other ways to pay- e.g. paypoint

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Code of practice with timescales- on the website. Different contact options. Social media too. Check with Eamon if a customer will get straight through if they cant understand the options AM

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We aren't directly asking for feedback GAP.  More than likely they are the customers on the care register and we don't survey them. Needs to become regular. Annual audit perhaps? Amanda contacting Sophie for survey responses with customers on care register. Review going to happen- build in surveys

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Steve Bingham- removed accounts. Small claims is charged for. Potentially £39-£130

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Connexus- ? ? don't increase the debt- take a % of the debt. Craig to get info and process- find SLA CG.

Deceased- Phillips Cohen - don't do debt collection work for us

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Clearer steps.  Examples of what we can do Craig looking at it.

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Library of languages available- 13 on charter

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For Your Benefit, Advice NI. Struggling to pay line needs highlighted. Update code of practice for sign posting

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Network issue. Critical care register for priority. Customers details are correct

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- struggling to pay line
Clear communication. Lengthy process
Visits by PAR team (e)
Texting service - failed pay plans (e)
Failed DD- letter and call- then collection process- letters etc- help and struggling to pay
(f) Advice NI- the reasons why aren't clear- struggle to get agents to ask why- don't explore why the payment has failed - no reasonable attempt? Need to align PAR with CC Ennovate principles
(g) no feed added

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Field sales covering 5.9.1. Are there checks for best practice? (calibrations)

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No penalties. but there is a discrimination to vulnerable customer who can't make use of discounts

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No penalties. but there is a discrimination to vulnerable customer who can't make use of discounts

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Look at if cancellation can be accepted by every medium. 5.8.1 c

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Look at if cancellation can be accepted by every medium. 5.8.1 c

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Energy saving leaflet directs to website

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if not complete can highlight it has started

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Not clear. Follow up with marketing

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Payment holiday is not explained. Conversation would be clear and jargon free. Codes of practice- does it cover all?

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Payment methods and keypad+

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Do we need to proactively record first language to create library of languages for welcome pack. Need to agree key documents across all CC to have translated. Look into other utilities and suppliers

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Focus group feedback

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Energy Efficiency etc

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Is it on the website easy to find?

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Alternative contact- change DD amount/date. POA separate

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Advice NI protocols. There is a third party process. HMRC, PSNI. Process calls for third party to come straight to customer realtions. SLA signed with FYB. Can share examples

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Only ask for what we need

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OK'd after GDPR

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Checking One Note

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e.g. language barrier. First language is hidden. Need a uniform method to make sure recording is done accurately

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Review customers for up to date information. Should there be a campaign?

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don't proactively gather vulnerability information. Not clear that there is a consistent method of recording accurately. No easy way to indicate that a customer didn't understand

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Internal and external complaints audit

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Maybe there's some things that can't be done not online- DD? Some flexible processes due to covid may be able to remain- move out via email

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flexible based on customer scenario we are flexible

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Where is help located on other suppliers

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Where is help located on other suppliers

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help etc

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Bill
website - 2 clicks - can this be improved?
told on phone
details for consumer council

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how
Automatic replies

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give customer time to reflect and follow up. CoT calls. Follow up after COVID

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Send welcome pack and care reg,
Review care register on call?

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follow up call after registration?

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Needs to be all documents available. Take more note of literacy and language difficulties. Should we be more proactive in what we ask? explore other languages*. What is the back up?

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COT letters, DD welcome letters, codes of practice

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Equal for all

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DD/keypad discounts causing discrimination and not rewarded, especially for those paying instantly on bill received

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Ensuring groups aren't discriminated against- potentially KPM removal example. case by case basis

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Payment holidays, hardship vends. Refresher of referrals to care partners

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how we flexed for customers

We put customers first

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Keypad benefit to us but not to customer so we put customer first. Staff awareness good

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experience

disadvantaged when it becomes less common
time it takes to process
draw on C19 experience

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keep for as long as possible- customers on it who maybe don't need to be

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KPM +
Hardship vend
reducing recovery rate
suspend the vends

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Measurement and reporting- in board report. Referals measured on FYB. adding reporting for missed signs

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For agents GC
Support on how to speak about this
FYB referral

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stamped

envelope not use in past

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Vulnerability needs added in to One Note the same as PAR

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In place for PAR- not sure about Service Ops

Update Onenote with infographic

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Time at door, meter reading. CusCare register review in process.

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Critical care register at COT.  Regular review of looking for signs of vulnerability. e.g. Keypad not suitable for some, what payment does suit?

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List out customer facing systems and comms

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List out customer facing systems and comms

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bills,

phones, web, app, social media, field sales

Who
How
Why
Strengths and weaknesses

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Is there difficulty understanding IVR phone options when you can in?

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Is there difficulty understanding IVR phone options when you can in?

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Website needs updated. Calls/complaints driven by APP. Webchat suspended. Email/letter/phone/social media team (Francesca feeding in). Adverts- changes during COVID. Field sales review*. Sponsorship

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Plenty of examples

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Complaints process in place. Annual refresher training. Board level reporting. Puffin project removed issue with DD refund

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PAR team flexible, name change for understanding. Vend lowered to £5 during COVID

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Ennovate, JAM card, Mindwise, complaints training, FYB

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Consumer council, new website, your voice, Keypad+, Power NI bot, EV tariff

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Your Voice, Consumer Coucil, Consumer parliament, focus groups for new bills and letters

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Advice NI covered

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Partners processes, carefund, your voice, for your benefit, calibration sessions

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covered in debt induction