Purpose of obtaining consent:

This page suggests a script to use in conversations with a customer, before referring them to Pocket Power for support. It serves two purposes:

1. Ensures the customer is aware of the data that will be shared with Pocket Power to make a booking, and ask for their explicit consent to do so

2. Ensure the customer is aware of the data Pocket Power will share back via the reporting process, and ask for their explicit consent to do so

Suggested script:

“It’s been helpful speaking with you today. As we discussed, I believe you would benefit from talking with our partner, Pocket Power, who will support you to save money on your household bills.

To book a call with Pocket Power we will need to share your name, email address and telephone number with them, plus any specific support needs you have and what has led to you seeking help. 

We ask all our partners to provide regular updates on their engagement with our customers. Pocket Power will share with us information about who they have spoken to, the support they have provided, and the outcomes of that support. This helps us understand the effectiveness of our partners, and therefore which organisations we continue to partner with.

Based on this information, are you happy for us to refer you for support with Pocket Power?” 

If customer provides consent

“Thank you. I will now record your consent to refer on your customer record. If you have any further questions or concerns, please do get back in touch.”

If customer refuses consent 

“I understand your reservations, however let me reassure you that this is a trusted partner, who has supported hundreds of residents to save money on their household bills. I cannot refer you for help if I cannot share your information. Are you sure you do not want to receive this support?”