Establishing customer account

Purpose

This procedure describes the actions to be taken to establish customer records and accounts.

Responsibility

All staff

Process

All dispersed customers of the service must be on MOSAIC so that the Council’s Finance department can raise invoices for individuals. This procedure ensures that the customer’s information is on MOSAIC and that there is a customer hard file on each dispersed customer held at the Control Centre.

1. A new file should be opened in respect of the customer once the equipment has been installed.
2. The following should be placed in that file:

• Careline Installation/Deletion Form
• Careline Installation/Assessment Form (original & updated copies)
• Direct Debit Instruction Form (copy)
• Careline Service Agreement

1. The file should be placed in the appropriate location for current dispersed customer records in the Control Centre Admin Office.
2. Check that customer is on the MOSAIC database; create a new record if not listed.
3. Add Careline as an Involved Organisation on MOSAIC (if not already recorded).
4. Email installation/deletion form to finance team – Awards and Contributions.