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Origin Energy, Hardship, Moving, Bills Bills Bills, Credits|Payment,…
Origin Energy
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How To Read a Meter. All electricity and gas meters have a meter serial ID number, which can be found stickered on the meter itself
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For gas we call this a MIRN (Meter Installation Registration Number) known as a DPI (Delivery Point Identifier) in NSW
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Solar Stuff
- Solar panels capture sunlight and convert is into direct current (DC)
- A solar inverter then converts DC into Alternate Current (AC) - which then powers your home in real time.
- If you install a solar battery, excess energy is stored here (rather than pushing it out to the grid)
- Any excess energy is pushed out to the grid. It's measured and the FIT is calculated.
Products/Product Switch
Product switch
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Send Full Pack – All contracts where the EIC has been read out over the phone or web request (same as unticked in in current scenario)
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Market to market does NOT need EIC If you are completing a product change from standing to a market agreement we are required to read the customer the EIC (or from market to standing) as the agreement type is different so the customer is entering into a new contract.
Steps,
- Identify a suitable product for the customer
Check if they hold a consession
2.Once the product has been selected you must tell the customer everything that is listed in the information you must let the customer know about the plan section in the Products table. Make sure to read the dmo scripting
- Read the pop up out to member (can customise it)
- Confirm the energy plan name eg, I can offer you (plan) Read more DMO scripting
- Make sure you ask if anyone at the property is using life support.
If Yes - Please see Adding life support
If No - Continue on to 'Inform customer of the BPID
This must be read verbatim including the URL:
Basic Plan Information Documents are information sheets that contain all the details about a plan, and are available on request, or at originenergy.com.au/pricing for generally available plans.
- Offer to read the rates and fees to the customer
- Determine current agreement and future agreement
Billing
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Closed - Statement hasn’t been sent to the customer. Kraken is telling us the billing period is passed but hasn’t been sent to the customer.
Issued - Statement has been sent to the customer, all information is set in stone. We cannot edit an issued statement.
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Pricing Stuff!
RATES Referring to the cost of energy based on the customer's consumption.
SUPPLY
The supply charge is for the supply of power to the property and does not include consumption.
GST The Goods and Services tax of 10%
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Hardship
Tips
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Encourage them to get in contact if they are unable to stick to their payment plan or pay their next bill in full and on time.
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If a customer is in hardship then we must assess their eligibility for our hardship program (Power On) – if not on the spot, within 10 business days – and meet all commitments in our hardship policy.
When you're on the Power On program,you will avoid disconnection & debt collection.
Asses if member is in hardship
Consider setting a reminder and touch base when their next bill is due if they are not able to go on an ongoing usage plan.
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Origin GO is the cheapest plan
Followed by consession holders plan which can be Origin Daily Saver Choice
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Moving
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Occupy an account - This communicate to Kraken who’s living in the property,from what date and creating details for that person liable
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Occupy the account with their details (Name, Email, Contact number and Date of Birth)
Set up their account (Opening read, product, DD, link to online account)
QLD
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Customer’s details (Name, DOB, Phone, Email)
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When organising a move in for QLD customers we need to ensure that we complete the following checks:
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There are two DB(distrubutor) networks in QLD, Energex and Ergon. Origin will only connect and disconnect customers who live in the Energex area.
NSW
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Customer’s details (Name, DOB, Phone, Email)
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Check if Origin is currently FRMP/FRO
If Origin is NOT FRMP/FRO, Kraken will show "LOST" status.
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Bills Bills Bills
Payment types
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A weekly, fortnightly or monthly schedule which covers their debt before the next expected bill date
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High bills
Checklist for high bills
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We gave you an estimated meter reading Your meter reader can’t always get to your gas or electricity meter, so sometimes we need to ‘estimate’ your property’s energy usage based on the year before.
When we do this, you’ll see an ‘E’ on the back of your bill. Once the meter reader can get to the meter, we’ll adjust the bill accordingly – and you’ll see an ‘A’ on your bill (for actual).
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Clock is scheduled payments
- minus is pending
x is failed
If a Direct debit fails it will look like a reversal.
We need EIC(Explicit Informed Consent) from a customer for e-billing.
Ask the customer if they would be happy to receive bills and other correspondence via email, and get a clear answer.
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If member just needs a little extra time, Use "Payment promise"
Credits|Payment
Cheque
We do accept cheques and the postal address will be on the bill. But it is preferred to suggest the customer to make the payment in another form.
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Always check How the member has paid the bill, Credit is instant BPAY is 3-4 days
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Fixed||Variable
Difference between Fixed and Variable: Fixed = Fixed instalment amounts over a period of time. (weekly,fortnight,month)
Variable = Not a set amount but whatever is owing for that billing period. This can vary from billing period to billing period dispensing on the customers energy consumption
A customer requests to skip a scheduled payment because they are unable to make the payment due to insufficient funds. This can be called a "payment holiday"
Concessions
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Gas Concession
When it comes to concessions with natural gas not much is different but there are a few things to be across
When a customer provides us with their concession details we should always check if they have an active gas account with us and apply the concession to their gas account also
An exception to this is QLD Health Care Cards & IMMI Cards as they are not eligible for a natural gas concession
Customers may be entitled to a range of different concessions and rebates.
This generally entitles them to a credit amount that’s applied to their invoice, based on eligibility criteria.
Deceased Estates
Security checks not required
We don’t need to complete our usual Security Check when handling a deceased account enquiry. However it’s important to determine who is deceased, either the primary or secondary contact on the account
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