Handled By: Resolution Specialists
Background: There may be instances where a homeowner’s concern requires escalation to EverBright’s Compliance team.
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STEP
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ACTION
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1
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Notify Legal via Email:
Recipients: Madeline.Rice@NexteraEnergy.com, Jillian.Wheatley@GoEverBright.com, Cassandra.Mercado@GoEverBright.com
Email Subject: Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer]
Complete and include the internal notice Legal form
Download and attach documents referenced in the internal form (e.g., customer’s contract, change orders, signed documents, etc.)
“TYPE” Selection: ATTORNEY DEMAND, AG (Attorney General) COMPLAINT, LITIGATION, LEGAL QUESTION, ESCALATED CUSTOMER
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*Customer Name:
[TEXT]
*State:
[TEXT]
Utility:
[TEXT]
Name of spouse / child / other complainant (If applicable):
[TEXT]
Project Address:
[TEXT]
*Demand (What are they asking for?):
☐ Monetary compensation (other than FULL tax credit amount) in the amount of $____________
☐ Monetary compensation – full tax credit amount of $____________
☐ Contract cancellation – keeping the System
☐ Contract cancellation – removing the System
☐ Waiver of balance in the amount of $____________– keeping the System
☐ Waiver of balance in the amount of $____________ – removing the System
☐ Additional panels – Qty: N/A
☐ Battery – Qty: N/A
☐ Removal & reinstallation (re-roofing / roof repair)
☐ Paying third-party contractor invoice
☐ Other:______________________________________________
*Contract Type:
☐ PPA
☐ Lease
☐ RIC 1.0
☐ RIC 2.0
*Installer Name:
[TEXT]
Contract Price:
[TEXT]
Contract Signed Date:
[TEXT]
Project Type:
[TEXT]
*Project Stage:
[TEXT]
PV Install Date:
☐ [DATE]
☐ N/A
PTO Date:
☐ [DATE]
☐ N/A
Status of Financing:
[TEXT]
*Summary (Include discussions or involvement of other third parties, the person that notified us of the complaint, the customer review / company reputation aspect, etc.):
STEP | ACTION | |
1 |
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2 | Determine if the matter qualifies for escalation to Legal If yes: Advise:
Notify Account Servicing that the customer has obtained legal counsel and to cease all customer communication Input a note in the milestone feed within the customer’s job in Engine indicating that Legal has been involved 2 |
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3 |
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EXAMPLES
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Accusation of fraud or unlawful activity (e.g., falsifying records, mischaracterization, theft)
Violation of an agreement
Nonregistered and/or unlicensed company
Unauthorized activities or actions
Customer privacy
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Note: A compliance issue is any violation or failure to adhere to laws, regulations, policies, or ethical standards that govern an organization's operations. If there is doubt on whether a matter could be a compliance problem, please seek validation from Cassandra Mercado. |
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