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The POLICY project documents and tracks all internal communications regarding Compliance, Legal and/or Risk related cases or issues that have been escalated transferred for Leadership review.
Procedure
A customer complaint or issue has been escalated transferred for internal review based on background information gathered during the investigation process per Escalating Complaints. The https://sighten.atlassian.net/wiki/spaces/SS/pages/2622095471.
The Escalations specialist has, at minimum, investigated the issue and communicated with the necessary parties to gather all required information per individual SOP, and discussed findings with the Escalations team supervisor.
With approval from the supervisor, 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 dl-compliancesupport@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. Attach all supporting documents and request a review.
Change the status to ‘Waiting for Compliance’
Tickets should be checked daily and any necessary action taken
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