We have lobbied the OLG for the last year and finally have approval to submit pension concession requests verbally.
It was a long journey, we wrote sample forms, found out the right people to speak with at Centrelink and looked at how NSW utilities process them.
However today we launched our verbal process, so pension card holders can set up their rebate by contacting us by phone, they can still come in, but won’t need to complete any paperwork, we’ll just ask them the relevant questions.
We don’t have a CRM at the moment (currently implementing MS Dynamics) so we have used an email template with a quick add profile that pushes it into ECM (our records system). After they’ve completed the template, staff just need to assign a customer and property to the record. it also means the customer can have an email copy of their request.
If anyone is interested in our Centrelink approved process, please reach out. Also happy if you want to pass my details on to your rates team.
02 4732 7777