Place Notes on the Record Follow Up.
Tick the Hold Recovery button on your Record Follow Up in CSIS.
Call Credit Management, request they change the status to Overdue, then click the Hold Recovery button on your Record Follow Up in CSIS.
Do a payment extension and forward the assignment in your Record Follow Up to CSC Seniors.
Confirm it's the same number our customer is calling from on our screens.
Ask our customer to confirm their landline number.
Ask for a mobile phone number and if they are willing to provide us with it, add this onto the account.
We need to ask permission for our customer to hold e.g. "Are you happy to hold?"
We need to give an estimated time of how long they will be on hold e.g. 2-3 minutes.
We need to give the reason we are placing them on hold e.g. "while I look into that for you."
We need to return to them within the estimated hold time.
We need to thank them for holding, using their name.
We need to check they are there by saying "Are you there?"
Give an account balance.
Do a payment arrangement.
Complete a CNA over the phone.
All of the above.
None of the above.
7th of February.
28th of February.
20th of February.
20th of January (as they have arrears owing).
$25 per fortnight is our minimum.
$84 per fortnight starting today (5th of January) as this is their due by date.
$105 per fortnight starting on the 12th of January.
$70 per fortnight starting on the 12th of January.
No, it's missing a police report.
No, the owner needs to chase the charge with the lawn mower man.
No, we need to note we only give one waiver every 10 years.
25 51274 10 3.
25 51167 00 9.
25 51270 00 6.
None. There is no water mains in that area.
Phone staff, via email or Post Stickers.
CSC Processing staff, via a Record Follow Up
Rates, via a Record Follow Up
Billing, via a Record Follow Up.
Complete a Maximo under Unable to Read.
Complete a Maximo under Damaged.
Complete a Maximo under Other-Maintenance Request-SA Water Property
Complete a Record Follow Up for Meters.
"I'm uncertain if this is something we cover or not, but as it's assessed by another area anyway, I'll mail you the form and you will be contacted if you are eligible or not."
"It will depend if you've had a previous leakage allowance granted in the last 10 years and you've fixed the leak within 6 weeks of noticing it or 6 weeks of the date of the HWU notice."
"As this involves a leak underground, this is something we will cover so I can email you an application form if you like?"
"Unfortunately, this is something we don't cover. Leakage allowances are for leaks due to natural causes."
A written request by the customer with proof of payment.
Complete a record follow up for Refunds.
A written request by the conveyancer is required, stating the amount of the refund and the name and address of the recipient of the refund.
A Cash Transfer can be arranged for the refund and Forwarded for Authorisation.
Check the meter and call us back with the reading.
Check the meter reading. If it's less than what has been read, call us back as it's been miss-read, so we can re-bill you. If it's more, it must have passed through the meter so the bill is correct.
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If you detect a leak, get it fixed and call us back to see if you are eligible for a leakage allowance.
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If there's no leak but the bucket test is "out", your meter is faulty, so call us back to report a fault on your meter (Maximo job).
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If there's no leak but the bucket test is "out", call us back to discuss getting the meter tested. (Send application form)
80% of calls answered within 20 seconds
85% of calls answered within 20 seconds
80% of calls answered within 30 seconds
85% of calls answered within 30 seconds