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A customer complaint or issue has been escalated for internal review based on background information gathered during the investigation process per Escalating Complaints.
The escalation specialist updates the status of the customer ticket to ‘Waiting for Compliance’, which automatically generates a duplicate, linked ticket within the POLICY project.
Communications in the POLICY ticket are internal only. When customer interaction is necessary, it will be done via the original EBH, PTO, or SS ticket
Request Participants: ComplianceInquiries@goeverbright.com
Add madeline.rice@nexteraenergy.com to any communication coming from a lawyer
Reply to the Compliance/Risk team and provide a history of the complaint and summary of actions to date.
Change the status to ‘Waiting for Compliance’
Tickets should be checked daily and any necessary action taken
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