Collect and consolidate as much information/proof as possible Complete preliminary research
Go to Step 2
If no, follow appropriate process(es) and Stop
2
Update Supprot Support ticket
Was approval received by a Team Supervisor?
Internal Comment:
Summarize the matterProvide , provide a brief overview of actions taken during your investigationNote , note any relevant findings /discoveries (e.g., reviewed WC, etc.)If provided, provide and discoveries, the installer’s comment on the matter, and, if provided, proof/documentation shared by the homeowner
Tag (@): Cassandra Mercado and Sabin Abad
If false/unfair/deceptive trade practice by an installer, Label: “Promises”
Go to Step 3
3
If yes,
Update the EBH ticket status to: “Waiting on Compliance”
Go to Step
4
If no, follow appropriate process(es) and Stop3
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Note: Updating the EBH ticket status will create a duplicate, linked POLICY ticket in a separate project: EB Compliance. This will allow you to facilitate conversation internally with the Compliance team. When customer interaction is necessary, it would be done via the original Support ticket.
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Locate the linked POLICY ticket created
Update the ticket:
Reporter: Aileen Kozlowski
Request Participants: Steven Edwards, Christopher Strain, Cassandra Mercado, Sabin Abad, and, if false/unfair/deceptive trade practice by an installer, the installer’s Account Manager
Ticket Status: “Waiting on Compliance”
Comment:
Include an overview of the matter, actions taken, findings made, copies of any supporting documents, Engine job link, and request review/input by the Compliance
Info
Note: Ensure you frequently monitor the ticket for updates.
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QUALIFIERS
Claims of unlawful actions and activities
Agreement violations
Customer privacy violations
False, unfair, or deceptive trade practices:
Statements that indicate systems are “free,” “at no cost,” or “$0”
Statements that consumer will no longer have a utility bill
Misrepresenting Federal Tax Credit eligibility
Statements that misrepresent details regarding the system or their financing agreement
Engaging in a sale with an individual whom, due to intellectual or linguistic challenges, would be unable to make informed decisions
Misrepresenting as the homeowner, or knowingly allowing an unauthorized party to conduct business on behalf of/as the homeowner
Allowing deceased, absent, or uninvolved parties to engage in an agreement
Falsifying permission-to-operate letters
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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. The above list is not all-inclusive; if there is doubt on whether or not a matter requires Compliance’s involvement, please seek validation from Cassandra Mercado and Sabin Abad.
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Collecting and Consolidating Information for a Compliance Case
ACTION
Review and collect all relevant details of the job in Engine
Review and collect all relevant documents, including documentation/conversations/proof that support’s the homeowner’s claim
If applicable, attempt to communicate with the organization’s “Homeowner Escalation Contact” to achieve their perspective on the matter