# Good Energy -payment Plans

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Quizzes Created: 1 | Total Attempts: 114
Questions: 5 | Attempts: 114

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• 1.

### Good Energy's definition of a payment plan is? ( select two answers from the list below)

• A.

A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.

• B.

A customer paying by DD at the point of contact whose balance will take longer than 92 days to clear.

• C.

A customer paying cash/cheque at the point of contact whose balance will take longer than the next bill date to clear including those signing up to DD

• D.

A customer paying cash/cheque at the point of contact whose balance will not take longer than the next bill date to clear including those signing up to DD

A. A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.
C. A customer paying cash/cheque at the point of contact whose balance will take longer than the next bill date to clear including those signing up to DD
Explanation
We have two clear definitions.

A customer paying by DD at the point of contact whose balance will take longer than 91 days to clear.

and

A customer paying cash/cheque at the point of contact whose balance will take longer than the next bill date to clear including those signing up to DD

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• 2.

### When looking at setting up a payment plan we should check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill. True or false?

• A.

True

• B.

False

A. True
Explanation
It is true - When looking at setting up a payment plan we need to check that the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill. This is because we can only create plans based on the actual consumption being used

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• 3.

### Is the below true or false when setting up a payment plan?You should only pass to or consult collections in circumstances where a customer has either;(A) More than one bill outstanding and (B) will be unable to clear before next bill date (unless they are an existing DD customer able to afford review amount)or(C) More the 3 bills outstanding and (D) will be unable to clear before the 5th bill date (unless they are an existing DD customer able to afford review amount)

• A.

A and B

• B.

C and D

A. A and B
Explanation
When setting up a payment plan we should do the following:

Check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill.
Check to see how many bills are outstanding.
Check the next bill date; will the balance be cleared before then? What is the customer proposing?
Complete a Direct Debit Review.

Once the above are done you then pass or consult to collections in circumstances where a customer has either;
(A) More than one bill outstanding and (B) will be unable to clear before next bill date (unless they are an existing DD customer able to afford review amount)

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• 4.

### Which of the below statements are true for setting up a payment plan. ( Tick the amount you feel are correct)

• A.

Check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill.

• B.

Check to see how many bills are outstanding.

• C.

Check the next bill date; will the balance be cleared before then? What is the customer proposing?

• D.

Complete a Direct Debit Review.

A. Check the latest bill is to an actual reading, if it isn’t, ask for a reading and create an up to date bill.
B. Check to see how many bills are outstanding.
C. Check the next bill date; will the balance be cleared before then? What is the customer proposing?
D. Complete a Direct Debit Review.
Explanation
All of these must taken.

Complete a Direct Debit Review.

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• 5.

### Recording all payment plans consistently and accurately is important because we report these to our regulator, Ofgem. True or false

• A.

True

• B.

False

A. True
Explanation
It is true, under Ofgem regulations we must do this. And it is vital we ensure the data we send them is a true reflection of what we do.

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• Current Version
• Mar 22, 2023
Quiz Edited by
ProProfs Editorial Team
• Sep 18, 2014
Quiz Created by
Training_team