Consent evidence

From 1 July 2026 onwards, Utilmate supports the collection and storage of consent evidence, helping organisations meet regulatory and compliance requirements for recording and demonstrating customer consent. Whether a customer accepts or declines a consent request, Utilmate captures a comprehensive audit trail, providing a clear record of the customer's decision and the circumstances in which it was made. This ensures your organisation can confidently demonstrate when, how, and what the customer consented to if required for compliance, auditing, or dispute resolution.

When a customer responds to a consent request, Utilmate automatically records the outcome and stores the associated evidence against the customer's account.

Each consent record includes relevant information such as:

• The customer's consent status (Yes or No).
• The date and time the consent was captured.
• The channel used to obtain consent (CRM or MyAccount move-in form).
• The consent statement or wording presented to the customer.
• The site number
• Additional details supporting context to help verify the customer's decision.

This creates a permanent, time-stamped audit trail that can be referenced whenever required.

View Consent Evidence

To view consent evidence, click on the Customer Details menu, then Consent Evidence.

On this screen, authorised users can:

• View the complete history of customer consents.
• Review whether consent was accepted or declined.
• See when each consent was captured.
• Access the supporting details and evidence associated with each consent.
• Verify customer consent without needing to search across multiple systems.

Having all consent information in one location makes it faster and easier for customer service, compliance, and audit teams to respond to customer enquiries or regulatory requests.

Click on the row you wish to investigate, and click on the Details button.

The Details screen will display.

If you want this menu item turned on, please log a support ticket.