Automatic Chimney

Category

Cleaning

Sub-category

Chimney Cleaning

Scope

Automatic chimney cleaning is generally outside the partner's service scope and is considered an Out of Scope (OOS) case. However, if the chimney filter/mesh can be removed manually, the service is deliverable.

Policy

• Automatic chimney cleaning is not covered under the standard service scope unless the filter/mesh can be removed manually.

• Genuine OOS cases are eligible for PAF reversal as per policy.

• Basic/Regular Chimney Cleaning and Deep Chimney Cleaning (non-automatic) are deliverable services.

Types of Chimney Cleaning

• Basic/Regular Chimney Cleaning

• Deep Chimney CleaningAgent Guidelines

Scenario 1: Filter/Mesh can be removed manually (Deliverable)

• If the chimney filter/mesh can be removed manually, the job is deliverable, irrespective of whether the chimney is automatic or non-automatic.

• The partner should clean the removable filter/mesh as per the service scope.

• No PAF reversal should be provided in such cases.

Scenario 2: Slant Chimney / Glass-Enclosed Filter (OOS)

• If the chimney is a slant chimney or the filters are enclosed behind glass and cannot be removed manually, the request is a clear OOS case.

• No customer confirmation or friction call is required.

• Process the case directly as OOS and provide the applicable PAF reversal
  
  Sample case:

Decision Matrix

Glass-Enclosed Filter Chimney – Automatic chimney with filters that cannot be removed manually without opening the glass assembly

Concealed Filter Design – Auto-clean chimney where the filter is enclosed inside the body and is not accessible for manual cleaning.

Tilted Glass Auto-Clean Chimney – Another example of a non-removable filter design that qualifies as a direct OOS case.