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| Process_Overview |
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| Process_Overview |
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Handled By: Resolution Specialists
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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
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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 Abada Tier 2 agent. |
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Preliminary Research for a Compliance Case
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
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