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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Process OverviewSTEP | ACTION |
1 | | Panel |
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| panelIconId | atlassian-flag_on |
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| panelIcon | :flag_on: |
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| panelIconText | :flag_on: |
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| bgColor | #FFBDAD |
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| Important: When communicating with the homeowner, simply share in their frustration without apologizing or accepting/deferring any blame, and explain we will attempt to investigate their concern. |
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2 | Update Support ticket: Internal Comment: Summarize the matter, provide a brief overview of actions taken during your investigation, note any relevant findings and discoveries, share the installer’s comment/perspective on the matter, and, if provided by the homeowner, any proof/documentation shared Tag (@): Cassandra Mercado and Sabin Abad Ticket Status: “Waiting on Compliance” If this case is a result of a false/unfair/deceptive trade practice by an installer, also update the Label field on the Support ticket to “Promises”
Go to Step 3
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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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3 | | Panel |
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| panelIconId | 1f4a1 |
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| panelIcon | :bulb: |
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| panelIconText | 💡 |
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| Reminder: Ensure you frequently monitor the ticket for updates! |
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QUALIFIERS |
Claims of unlawful actions and activities Agreement violations Customer privacy violations Violation concerns with a federal or state-administered solar incentive program (e.g., Illinois (IL) Shines Program (A.K.A Adjustable Block Program)) 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
→BACK TO PROCESS OVERVIEW | Panel |
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| panelIcon | :flag_on: |
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| panelIconText | :flag_on: |
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| bgColor | #FFBDAD |
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| Important: 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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ACTION |
Collect and review relevant details of the job in Engine. This includes but is not limited to: Comments/Milestone Feed Contracts and Documents If needed, DocuSign event details: IP Addresses Email Addresses
If needed, download and review the Welcome Call:
Collect and review previous Support tickets Request that the homeowner, if possible, provide supporting documentation or evidence that back’s their claim Attempt to communicate with the organization’s “Homeowner Escalation Contact” to obtain their perspective on the matter
→BACK TO PROCESS OVERVIEW |