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Handled By: Resolution Specialists

Background: There may be instances where a homeowner’s concern requires escalation to EverBright’s Compliance team.

STEP

ACTION

1

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, the installer’s comment on the matter, and, if provided, proof/documentation shared by the homeowner

    • Tag (@): Cassandra Mercado and Sabin Abad

    • Ticket Status: “Waiting on Compliance”

    • Go to Step 3

Potential Additional Process Step:

  • If false/unfair/deceptive trade practice by an installer, update the Label field on the Support ticket to “Promises”

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.

3

  • Locate the linked POLICY ticket created

  • Update the ticket:

    • Reporter: Aileen Kozlowski

    • Request Participants: Steven Edwards

    • Tag (@): Cassandra Mercado and 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

Reminder: Ensure you frequently monitor the ticket for updates.

Qualifiers for Compliance’s Involvment

QUALIFIERS

  • Claims of unlawful actions and activities

  • 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/as the homeowner

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

    • Falsifying permission-to-operate letters

Note: 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.

Preliminary Research for a Compliance Case

ACTION

  • Review and collect all relevant details of the job in Engine

  • Review and collect all relevant documents, including documentation/conversations/proof that support’s the homeowner’s claim

  • If applicable, attempt to communicate with the organization’s “Homeowner Escalation Contact” to achieve their perspective on the matter

Potential Additional Process Step:

  • No labels