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GENERAL DATA PROTECTION REGULATION (GDPR), PSR(PRIORITY SERVICE REGISTER) …
GENERAL DATA PROTECTION REGULATION (GDPR)
IDENTIFIERS
FULL ADDRESS WITH POSTCODE
FULL NAME
EMAIL ADDRESS
OTHERS
BIRTHDAY-RED FLAG
FRAUD AWARENESS
PREVENTING DATA BREACHES
Never ever ever give bank
details over the phone. Ever.
Please check more than once
when adding in email addresses
that they are correct.
Incorrect emails make up
the majority of data breaches.
If someone calls in from
an unknown number and
cannot pass DP please advise
that you will call them back on
the registered number on
the account.
We must not provide a
Landlord with details of their
tenants account such as
their final balance. All we can
do is a move out / move in
if the Landlord advises us of
a new tenant.
If the customer is calling
from a withheld number (on Kraken this shows as +266696687) ask the customer to confirm the contact number registered to the account. If they are unable to do that say that you’ll call them back on the number registered on the account
ADDING ANOTHER PERSON
DECEASED ACCOUNT
JOINT ACC USER CALLING
Mark customer as deceased
Change billing name to other user
SINGLE ACC USER CALLING
ACCOUNT HOLDER HOME OWNER?
NO
Process move out the
day
the person passed away
Balance handled with proof of executor
YES
SOMEONE STILL LIVING IN THE PROPERTY
YES
NO
PSR(PRIORITY SERVICE REGISTER)
CX CAN LET US KNOW BY-
HOW TO RESPOND TO THEM
TEXAS
HEATING BENEFITS
Cold Weather Payment
Warm Home Discount
Winter Fuel Payment
THINGS TO REMEMBER
MAKE CX AWARE THAT THEIR INFO WILL B PASSED TO DNO,DC AND MOP
CX CAN SIGN BY THEMSELVES BY THE LINK WE CAN SEND
CANT PUT A CX WITHOUT THEIR CONSENT