From time to time you may need to transfer an email to another agent or…
Touchpoint – sending an email to Touchpoint users
There are several ways to send an Email to a contact in TouchPoint. Here are…
Touchpoint – search for, preview and request email
You can search email queues for specific emails using the filter function. Access the Queues…
How does a customer contact the Ombudsman?
You can call the Ombudsman on 0300 790 0203. The phone line is open from 10am-12:30pm…
Touchpoint – replying to an email
After you have been delivered or accepted an email from a Queue, you can simply…
When do the Ombudsman contact us?
The Ombudsman will contact our Customer Quality Officers if a Bron Afon customer has escalated…
What is the Ombudsman?
The Public Services Wales Ombudsman have legal powers to look into complaints about public services…
Touchpoint – email interactions tab
When you accept an email we open the interactions window where you can reply to…
How do I log contact from a councillor?
You should log any contact from a councillor as a case on YODA. To do…
Who does a councillor contact at Bron Afon?
Councillors main point of contact are our Customer Quality Officers. They co-ordinate all responses to…