Qdos Banding Appeals A guide for Qdos Participants and Team Managers Qdos Team 01/07/2011 Version 3

Contents What is a Banding Appeal? When should a Banding Appeal be raised? How do you raise a Banding Appeal? Appeal Examples © British Gas 4/16/2019

What is a Banding Appeal? Each month every participant in a banded Qdos programme will have a banding loaded onto their account. The banding is determined on the basis of the participant’s performance in accordance with the business rules of the Qdos programme. This covers an entire calendar month and ultimately determines how much that individual will be paid for the sales that they have made during that period. If an Agent or Team Manager has concerns about a banding, the Team Manager can raise an appeal on behalf of their agent through the Qdos website www.qdosreward.co.uk. This is sent to the Qdos Team who will conduct an investigation and either approve or reject the appeal. Slide 3 © British Gas 4/16/2019 3

When should an appeal be raised? There are two scenarios where it is appropriate to raise a banding appeal: A participant is missing a banding There is evidence to show that a banding is incorrect Any other query relating to Qdos should be raised through the ‘Ask Qdos’ function on the website. Previously appeals have been raised for the incorrect reason, such as missing sales, which will ultimately impact the time it takes for the Qdos Team to resolve the query. Slide 4 © British Gas 4/16/2019 4

How do you raise an appeal? Appeals can only be raised by a Team Manager on behalf of an Agent and should always contain accurate information from approved sources (For example, PIPP). Step One: Log in to www.qdosreward.co.uk and select ‘Banding Appeals’ from the ‘TM Tools’ links at the bottom of the page. Slide 5 © British Gas 4/16/2019 5

How do you raise an appeal? Step Two: Enter the pay number of the participant the appeal is being raised for and press ‘Find’ This will then bring up a list of applied bandings for each month. Slide 6 © British Gas 4/16/2019 6

How do you raise an appeal? Step Three: If you are appealing a banding that has already been applied, you should click on ‘Select’ for the appropriate month. Using the example screenshot below, if you wanted to appeal the April Banding, you would click the second ‘Select’ in the list (see arrow below). If you wanted to appeal a banding that was missing, you would click the ‘Missing’ button below the listed bandings. Slide 7 © British Gas 4/16/2019 7

How do you raise an appeal? Step Four: You then need to enter a date range and category (These will be automatically populated if you selected an existing banding) and then enter your email address (not your Agents email address) When entering your reason for appealing be sure to include the following: Total Calls Sales Volume / Conversion (If necessary, break down to Care and Energy) Banding you believe should be applied Any other relevant information Slide 8 © British Gas 4/16/2019 8

How do you raise an appeal? Step Five: You will receive an email with a reference number confirming that your appeal has been raised and logged in the system. Where appropriate, take note of the reference number, send an email to QdosEscalations@centrica.com and Qdos@GRG.com quoting the reference number in the subject line (For example “Banding Appeal: Ref 12345) and include a screenshot the Qdos Calculator and then any other additional information or evidence. The Qdos Team will then investigate the banding for you and action the appeal within 3 working days. Slide 9 © British Gas 4/16/2019 9

Appeal Examples Here is an example of an appeal with the necessary content to enable an investigation and one that would be rejected for lack of evidence/detail: Acceptable: “Please can you investigate the banding for April as Andy took 348 calls and made 60 sales (45 Care, 15 Energy) which resulted in a 17.24% conversion and should have been awarded with a Platinum banding. I will send a screenshot of the Qdos Calculator shortly. Many thanks.” Would be rejected: “Paul should be on Gold for April. Please amend. Thanks” Slide 10 © British Gas 4/16/2019 10