Appeal Quality Marking Form Version 3

Use this quality marking form to assess how agents handle appeals for Unpaid Toll Charge Notices within TT2. The checklist guides reviewers through data security and identity checks, addressing all appeal points with clear explanations for non payment, applying discretion where appropriate, and providing accurate payment amounts and deadlines. It verifies handling of related journeys and outstanding notices, adherence to company processes such as data cleansing, issuing payment links, logging complaints, and adding complete memos. It also evaluates tone, professionalism, grammar, and compliance with self harm and suicide protocols. Includes sections for corrective actions and sign off by a quality assurance lead and team leader.