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ORIGIN, Billing, Credit and Collections, Call Handling, Won/Lost in Error…
ORIGIN
Onboarding
Move
Order sent to MDH
Order sent to the Distributor
Distributor sends back acceptance
Re-energisation/read completed
Sent to Origin
Customers account is Live
10 Business Day cooling off period for Insitu
Is FRMP
Insitu
Isn't FRMP
Sign Up
Online
Calling
Origin App
Third Parties
New Connections
Products
Origin Basic
Non Discounted Product
Origin Flexi
Discounted Product
Origin Max Saver
Discounted Product
MDH
Service Orders
Insitu Transfer (1000)
Move In Transfer (1030)
Retro Move In (1040)
Special Read
Re-Energisation
De-Energisation
Transfer in error (1025)
Statuses
Not Completed
Rejected
Completed
Requested
Pending Acknowledgement
Cancelled
Industry Comms
MSATS
Distributor/Meter Provider
Origin
Other Retailer
Meter Technical Details
Billing
Statements
Issued
Open
Closed
Held
Types
Unusually High Charges
Quarantined
Unbilled Readings
Problem Fixed
Close & Issue
Preview
Approve & Send
Statement sent to Customer
Meter Reading problem
Bill not received
Add a reading
Consumption charge is wrong
Change a reading
Quarantine
Mark as Safe
Charges
Bill from
Meter readings
Bill to
Price
Tariff
Agreement
Balance
+
Payments
CSG/credits
-
Charges
Fees
Back-Billing
Migration Billing
Credit and Collections
Hardship
Legislative compliance
Concession
Rebates and Grants
EAPA
URGS
EEPS
Financial Counselling
Energy Audit
Product and Tariff
Payment Plan
Easipay
PO1
PO2
Subsidised/Underpay
Payment methods
Direct Debit
Fixed Direct Debit
Variable Direct Debit
BPAY
Visa or Mastercard
Cheque
CentrePay
Transfer Payments
Payment assistance
Payment Schedule
Payment Promises
Missing Payments
Refunds
Call Handling
Deceased Customer
Payment
Checks
Credits
Privacy & Compliance
Customer Identification
Preferred Identifiers
Additional identifiers
Business Identifiers
Threatening Communication
Self harm threat
Immediate threat
Non-time critical threat
Insulting Caller
Suspicious caller
Outbound Call
Call monitoring statement
Special Needs calls
Ezispeak
National Relay Service
Authorise a User
Add a User
Primary account holder
Authorised Contact
Power of Attorney
Financial
Medical
Won/Lost in Error (ET)
Won in Error
Handback
Confirm if correct/raise request
ET gets accepted
Closed
Remember!
Lost in Error
Winback
Confirm if correct
ET gets accepted
Retro transfer is raised
Closed
How this occurs
Customer provides incorrect NMI/MIRN or address
Retailer selected incorrect NMI/MIRN
Cancelled transfer goes ahead
Information is incorrect on the databases
NERR Rule 57A
Metering
Meter Exchange
Customer Initiated
Request from customer/REC/ASP
Service order raised
Meter exchanged
Meter Faults and Emergencies
MFIN
Service order raised
Meter Exchanged
Planned Deployment
Origin Initiated
Meter Exchange Failed
Not Completed
Unable to complete/access
Customer works required
Level 1 defects
Rejected
Terms!
Moves
Move out/Move in
Special final reading
Final Bill
Fees
Add new property
Special read/Re-energisation
Fees
Site in Kraken
Continue with process
Site not in Kraken
Transfer customer to Retail One
Liability
Tenants
House Buyer
Landlord
Complaints
Regular Complaint
AER definition
Customer makes complaint/expresses dissatisfaction
Is the complaint within the control of the Energy Specialist or Origin to meaningfully respond to or resolve it for them?
No
Do not categorise as a complaint
Yes
Does the agent need to refer this to their TL?
No
Categorise as a complaint
Yes
Do not categorise as a complaint. The person who is able to meaningfully respond or resolve the issue for the customer will categorise the complaint.
Credit (general) Complaint
Defaults