When and How to Escalate Matters to Compliance

STEP

ACTION

1

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

  • If yes:

    • Complete preliminary research

    • Go to Step 2

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

2

• Create a case under the customer contact record

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

• Primary Reason

• Case Description

  • 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

3

• From the related tab on the case, download and attach any required documents (e.g., welcome call recording, DocuSign, etc.)

 Reference Image

4

• Create a case assignment and assign it to Compliance/Legal

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case

• Referral Reason (choose one)

  • Fraudulent/Deceitful Act

  • Contract Violations

• Referral Comments

  • Include an overview of the matter, actions taken, findings made, Engine job link

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

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:

    • Note any odd interactions

    • Compare the voice to other voice interactions with the homeowner

• 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