BILL

Good will Gestures: A small token to show appreciation, say sorry or show gratitude towards a customer or employee.

Contractual credit: Credits we have to apply to meet our contractual obligations

Recurring credits: Credits which once set are automatically applied every month

Vm auto compensation scheme: a voluntary code practice that virgin media have signed up to along with other broad band and landline providers.

General Rules

Friends or Family: Do not apply credits to accounts of friends, family (Including extended family) or colleagues who you work with on a regular basis (i.e. team members).

Sits where it hits: When you answer a call, you're responsible for applying all credits for that call even if credits for that call even if credits should have been applied by another team.

Account notes: A credit isn't valid without clear account notes including the reason for the credit, and the value applied

Rounding up & Pro-rata: Never round the credit up or down. If stated in a credit codes rules credits must be applied pro-rata

Multiple credits: You may only apply 1 one-o credit and 1 recurring credit (Cable only) using the same code to an account.

Temporary credit: You may not under any circumstances apply a temporary credit with the intention of removing the credit at a later date for any reason whatsoever. This rule doesn't apply to CEO office.