Page Comparison

STEP

ACTION

1

• Does the customer’s concern warrant Compliance’s involvement?

  • If yes, go :

    • Collect and consolidate as much information/proof as possible

    • Go to Step 2

  • If no, follow appropriate process(es) and Stop

2

• Seek approval to notify Compliance:

  • Internal Comment:

    • Summarize the matter

    • Provide a brief overview of actions taken during your investigation

    • Note any relevant findings/discoveries (e.g., reviewed WC, etc.)

    • If provided, provide proof/documentation shared

    • Request approval to involve Compliance

  • Tag: Cassandra Mercado, Sabin Abad

  • Go to Step 3

3

• Was approval received by a Team Supervisor?

  • If yes,

    • Update the EBH ticket status to: “Waiting on Compliance”

    • Go to Step 4

  • If no, follow appropriate process(es) and Stop

4

• Locate the linked POLICY ticket created

• Update the ticket:

  • Reporter: Aileen Kozlowski

  • Request Participants: Steven Edwards, Christopher Strain, Cassandra Mercado, Sabin Abad

  • 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

QUALIFIERS

• Claims of fraudulent and/or unlawful actions and activities (e.g., falsifying records, mischaracterization, nonregistered/unlicensed company/contractor)

• 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 the homeowner

  • Allowing deceased, absent, or uninvolved parties to engage in an agreement

  • Falsifying permission-to-operate letters