Good Energy -payment Plans
The 'Good Energy - Payment Plans' quiz assesses understanding of setting up payment plans for energy customers, including verifying billing accuracy and handling overdue payments. It is crucial for regulatory compliance and enhancing customer service.
- 1.
Good Energy's definition of a payment plan is? ( select two answers from the list below)
- A.
A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.
- B.
A customer paying by DD at the point of contact whose balance will take longer than 92 days to clear.
- C.
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
- D.
A customer paying cash/cheque at the point of contact whose balance will not take longer than the next bill date to clear including those signing up to DD
Correct Answer(s)
A. A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.
C. 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 DDExplanation
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 DDRate this question:
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- 2.
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?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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 usedRate this question:
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- 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.
A and B
- B.
C and D
Correct Answer
A. A and BExplanation
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)Rate this question:
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- 4.
Which of the below statements are true for setting up a payment plan. ( Tick the amount you feel are correct)
- A.
Check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill.
- B.
Check to see how many bills are outstanding.
- C.
Check the next bill date; will the balance be cleared before then? What is the customer proposing?
- D.
Complete a Direct Debit Review.
Correct Answer(s)
A. Check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill.
B. Check to see how many bills are outstanding.
C. Check the next bill date; will the balance be cleared before then? What is the customer proposing?
D. Complete a Direct Debit Review.Explanation
All of these must taken.
Complete a Direct Debit Review.Rate this question:
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- 5.
Recording all payment plans consistently and accurately is important because we report these to our regulator, Ofgem. True or false
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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Current Version
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Mar 22, 2023Quiz Edited by
ProProfs Editorial Team -
Sep 18, 2014Quiz Created by
Training_team
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