Complaints Recap Quiz

What is the main difference between a Deadlock Letter and an 8-Week Letter?

• A Deadlock Letter is issued if a complaint is unresolved for 56 days, while an 8-Week Letter is issued at the company's discretion.

• An 8-Week Letter signifies the end of the escalation journey, while a Deadlock Letter is for regulatory updates.

• A Deadlock Letter represents the company's full and final response, while an 8-Week Letter represents the customer's right to escalate.

• Only the customer can issue a Deadlock Letter, while only the company can issue an 8-Week Letter.

Who approves the Energy Ombudsman, and what is their role?

• Approved by the government; they provide legal advice to customers.

• Approved by the customer; they enforce resolutions on energy suppliers.

• Approved by OVO; they mediate disputes between customers and suppliers.

• Approved by Ofgem; they provide independent dispute resolution for complaints.

According to the Complaint Handling Procedure (CHP), when must a supplier direct a customer to their CHP?

• Only if the customer specifically requests it.

• If the complaint cannot be resolved by the end of the next working day.

• At the beginning of every complaint interaction.

• When the complaint is escalated to a Level 4 or 5.

What is Ofgem's definition of a "Complaint"?

• Any negative feedback received from a customer about a product or service.

• Any inquiry that requires further investigation beyond a simple answer.

• An expression of dissatisfaction requiring a response about products, services, or how dissatisfaction was handled.

• A formal written grievance submitted by a customer.

List three scenarios that would require logging a "Complaint" case on an account.

• Customer asks for a direct debit explanation, customer asks for a bill clarification, customer asks about smart meter readings.

• Customer is satisfied with an explanation, no further action is needed, issue relates to an industry timeframe.

• Customer mentions the Ombudsman, customer has contacted us more than once about an issue, we have made an error.

When would a "Concern Answered" case be logged on an account?

• When the customer's dissatisfaction relates to a policy and they accept the explanation with no further action.

• When OVO has made an error or provided poor service.

• When the customer mentions their MP or requests escalation.

• When a customer expresses dissatisfaction and further action is needed.

What are the four severity levels for complaints at OVO, and what does each level generally indicate regarding customer impact?

• Level 1 (minor inconvenience), Level 2 (some financial impact), Level 3 (high emotional impact), Level 4 (property damage).

• Level 1 (concern), Level 2 (service error), Level 3 (product defect), Level 4 (regulatory breach).

• Level 2 (minimal impact), Level 3 (some impact), Level 4 (high emotional impact/risk), Level 5 (actual harm/live media complaint).

• Level 2 (quick resolution), Level 3 (resolver needed), Level 4 (customer resolutions team), Level 5 (Ombudsman).

How is a Level 5 complaint defined, and what are the two immediate actions that must be taken when one is identified?

• Defined as a complaint causing significant financial detriment; actions are to offer compensation and apologize.

• Defined as actual harm to person or property or a live media complaint; actions are to raise a complaint case and email the Level 5 Team immediately.

• Defined as a complaint affecting customer vulnerability; actions are to involve a Resolver and offer goodwill.

• Defined as a prolonged billing delay; actions are to resolve the issue within 24 hours and provide daily updates.

What is goodwill, and when is it appropriate to give it to a customer?

• Goodwill is compensation for financial loss; given when a complaint is escalated.

• Goodwill is a gift for customer loyalty; given for minor inconvenience.

• Goodwill is a refund for overpayment; given regardless of complaint resolution.

• Goodwill is a voluntary credit applied for non-financial loss; given when OVO has done something wrong and the complaint is resolved.

Name two examples of financial losses that compensation can be used to cover (select only 1 answer).

• Loss of earnings and emotional distress.

• Missed appointments and inconvenience.

• Bank charges and photocopying/telephone/postage costs.

• Increased energy bills and mental anguish.