Closure of customer account & unclaimed keys

Purpose

This procedure describes the actions to be taken to close the account for an individual customer. Plus the process for retaining any unclaimed keys at the end of the contract.

Responsibility

All staff

Process

Upon receipt of a notification that an individual customer has died, moved or no longer requires the service staff should take the following actions:

• Staff should try to book an appointment to pick up the equipment and return the customer’s keys (if applicable) as soon as possible.
• If it is not possible at the time of notification then make a note in the calendar to call the customer or customer’s contact at a later date.
• Record in the notes section of Jontek the reason for the customer leaving the service.
• If the customer passed away before the date of notification then it is the date of death that is recorded on the installation/deletion form. This is also the date that is recorded on the Jontek database. (Go to System Info put date of death in Account Closed box only to be recorded if the customer has died.)

If it is possible to make an appointment at the time of notification then staff should take the following actions:

• Check the Jontek record for the type of equipment installed. If it is; raise the appointment for one of the Installation Officers. For basic and unit collection the appointments need to be raised for the Response Officers.
• Check the Jontek calendar for the next available appointment, convenient for the caller and record the appointment into the calendar.
• Make a note on Jontek (in notes) of the details of the appointment include the reason why the customer no longer requires the service.
• Send deletion form to Awards & Contributions on date notified that no longer wants the service. (Copy & paste email onto Jontek).

Once the equipment has been picked up staff should take the following actions:

• The client status on Jontek must then be changed to Closed - Ex user or Deceased.
• If Supporting People Funded remove from Funding Category.
• Remove GP from contacts & equipment from record.
• Check System Info on Jontek to ensure that the date of death has been added to the Account Closed box (Only if customer has died).
• Email the installation/deletion form to the finance department – Awards and Contributions & the Careline Control Centre mailbox. For those customers who have not died ensure that the correct deletion date is recorded on the form. Print copy of the completed installation/deletion form for the customer file.
• Copy and paste the email sent onto Jontek customer notes as proof of when Finance was notified. Change the font to Microsoft Sans Serif – font size 8.
• Remove the customer file from the filing cabinet in the Admin office, place the completed installation/deleted form and the yellow copy of the key receipt in the file.
• Mark deleted & date on the front cover of the file, then place in deletions box for that month (kept in the main Control Centre office). End of each month box taken to designated secure storage area.

Unclaimed keys

Keys that have not been returned to customer at the end of the contract are kept for a period of 12 months.

• Unclaimed keys are placed in an envelope with the ID number & name of the customer plus the date account was closed.
• Store in corresponding box in storeroom
• After 12 months keys sent for recycling.