Good Energy -Payment Plans

1. When looking at setting up a payment plan we should check the latest bill is to an actual reading, if it isn't, ask for a reading and create an up to date bill. True or false?

True

False

It is true - When looking at setting up a payment plan we need to check that the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill. This is because we can only create plans based on the actual consumption being used

Explanation

It is true - When looking at setting up a payment plan we need to check that the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill. This is because we can only create plans based on the actual consumption being used

2. Recording all payment plans consistently and accurately is important because we report these to our regulator, Ofgem. True or false

True

False

It is true, under Ofgem regulations we must do this. And it is vital we ensure the data we send them is a true reflection of what we do.

Explanation

It is true, under Ofgem regulations we must do this. And it is vital we ensure the data we send them is a true reflection of what we do.

3. Is the below true or false when setting up a payment plan?You should only pass to or consult collections in circumstances where a customer has either;(A) More than one bill outstanding and (B) will be unable to clear before next bill date (unless they are an existing DD customer able to afford review amount)or(C) More the 3 bills outstanding and (D) will be unable to clear before the 5th bill date (unless they are an existing DD customer able to afford review amount)

A and B

C and D

When setting up a payment plan we should do the following:

Check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill.
Check to see how many bills are outstanding.
Check the next bill date; will the balance be cleared before then? What is the customer proposing?
Complete a Direct Debit Review.

Once the above are done you then pass or consult to collections in circumstances where a customer has either;
(A) More than one bill outstanding and (B) will be unable to clear before next bill date (unless they are an existing DD customer able to afford review amount)

Explanation

When setting up a payment plan we should do the following:

Check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill.
Check to see how many bills are outstanding.
Check the next bill date; will the balance be cleared before then? What is the customer proposing?
Complete a Direct Debit Review.

Once the above are done you then pass or consult to collections in circumstances where a customer has either;
(A) More than one bill outstanding and (B) will be unable to clear before next bill date (unless they are an existing DD customer able to afford review amount)

4. Which of the below statements are true for setting up a payment plan. ( Tick the amount you feel are correct)

Check to see how many bills are outstanding.

Check the next bill date; will the balance be cleared before then? What is the customer proposing?

Complete a Direct Debit Review.

All of these must taken.

Complete a Direct Debit Review.

Explanation

All of these must taken.

Complete a Direct Debit Review.

Submit

5. Good Energy's definition of a payment plan is? ( select two answers from the list below)

A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.

A customer paying by DD at the point of contact whose balance will take longer than 92 days to clear.

We have two clear definitions.

A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.

and

A customer paying cash/cheque at the point of contact whose balance will take longer than the next bill date to clear including those signing up to DD

Explanation

We have two clear definitions.

A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.

and

A customer paying cash/cheque at the point of contact whose balance will take longer than the next bill date to clear including those signing up to DD

Submit

Good Energy -payment Plans