When and How to Escalate Matters to Legal

Handled By: Resolution Specialists

Background: There may be instances where a homeowner involves legal parties, or a matter requires escalation to EverBright’s Legal team.

Process Overview

STEP	ACTION
1	Did the customer threaten/allege to file a lawsuit or obtain an attorney? If yes: Advise: We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence. Follow appropriate process(es) and Stop If no, go to Step 2
2	Determine if the matter qualifies for escalation to Legal If yes: Advise: EverBright’s Legal team will work directly with the customer’s attorney All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney If Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM Send an internal notification to our Legal team 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 Stop If no, follow appropriate process(es) and Stop

Qualifiers to Escalate to Legal

QUALIFIERS

A lawsuit has been filed
A customer/customer’s attorney is contacting EverBright to obtain Legal’s information
The Attorney General of the customer’s state notifies EverBright of a filed complaint
The potential exposure involves $10,000 in cash payments or the value of products/labor provided

Note: A customer threatening to hire an attorney, threatening to file a lawsuit, or alleging that they have an attorney are not qualifiers to escalate to Legal. The customer must explicitly state they have performed one of these actions in order to escalate the matter to Legal.

→ BACK TO PROCESS OVERIEW

Sending an Internal Notice to Our Legal Team

STEP

ACTION

1

Notify Legal via Standard Email:
- Recipients: Madeline.Rice@NexteraEnergy.com, Jillian.Wheatley@GoEverBright.com, Cassandra.Mercado@GoEverBright.com, Sabin.Abad@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

→ BACK TO PROCESS OVERIEW

Internal Notice Legal Form

*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.)*: