Appeal Quality Marking Form (Version 3)

Across TT2 we have a legal and business requirements that need to be fulfilled on the appeals made and received into the business. Appeal marking allows us to monitor and measure if these requirements are being carried out on the relevant appeals. TT2 Vision The #1 choice for crossing the Tyne by road. TT2 Core Values Respect/ Teamwork/ Integrity/ Dedication.

Title Page

Site conducted
- Agnes Schooling
- Danny Wells
- Lisa Badiali
- Marie Kirven
- Pam Shaper
- Sikander Azam
Conducted on
Name of Agent
Marked By...
- Agnes Schooling
- Danny Wells
- Lisa Badiali
- Marie Kirven
- Pam Shaper
- Sikander Azam
Unpaid Toll Charge Notice Reference
Date agent replied to UTCN:

ID & V (Data Security)

Did the agent confirm the correspondence was from the RK of the vehicle? If the RK is a Lease Company has "A Letter of Authorisation" been provided for the customer to discuss directly with TT2? If the appeal was not from the RK, did the agent request consent from the RK?

The right answer in accordance with TT2 Guidelines & Bylaws / Relevant points have been addressed

Did the agent take into account all the relevant comments presented in the appeal? (Identified the main reason, then referred to other comments, responded using own words making it personable, and did not copy and paste the appeal)
Did the agent's reply contain relevant information?
Did the agent's reply explain in detail why payment for the toll was not received? (Example: VRM was not on the account, insufficient funds, incorrectly purchased pay for passage token, VRM was not registered to a valid exempt account)
Did the agent adhere to the agent guidelines?
Did the agent apply the appropriate discretion in regard to the customer's circumstances? (An exemption to the agent guideline, auth by TL)
Did the agent enter the correct amount / date the UTCN needs to be paid or if requesting further information when this needs to be provided by?

Internal Procedures

Did the agent deal with outstanding cases in VRN History (applies when the customer has submitted either an appeal on other UTCNs or made reference to other journeys) Allowed UTCNs to receive one response making reference to all UTCNs this applies to)
Did the agent notify the customer of outstanding cases not referenced in their appeal? (UTCN reference number)
Did the agent follow the company process? (Example: Data cleansing, Adding information to correct spreadsheet, Issuing payment link, Deducting toll fee from an account or valid token, Logging a complaint, Imail response added to UTCN)
Did the agent leave a memo?
Did the agent's memo capture all relevant information? was it a quality memo? (Applies if the case was cancelled due to an exception to the agent guidelines or mitigating circumstances, must include TL's auth)
Did the agent send a reply in the same format as the customer submitted their appeal? (email or post?)

Soft Skills / Behaviour

Did the agent use a polite/appropriate tone to the mood of the appeal? (professional, empathetic, apologetic)
Did the appeal response contain the correct spelling, grammar, and spacing, formatting, with no jargon words?
Did the agent follow the declaration of self-harm, suicide protocol where applicable? (case added to file and TL notified)