Billing

What is a consumption gap?

• Period of time the customer hasn't been billed for

• Kraken error

• Period of time the customer HAS been billed for

If a customer calls and disputes their balance or latest bill, what do we first look at?

• Customers payment method

• Meter readings

• Customer's tariff

• Events

How do you fill a consumption gap?

• Click on it and try fill the gap

• Just ignore it

• Get your manager to do this

On a charge, what does the minus mean beside it? ie 1st march to 31st march, the charge is -£31

• False credit

• Actual credit

What is a false credit?

• When we owe the customer money

• When the estimate is HIGHER than the customer's actual read

What days of the year do we need actual or estimated meter readings for due to price cap?

• Only 1st october

• None not needed

• 1st January, 1st April, 1st July, 1st October

Can we remove debt fee if the customer is in the wrong and hasn't paid his bill for a month?

• No

• Yes

If the meter readings do not add up ie last month the reading was 501 and this month the reading is 30294, what can we ask the customer for?

• Photo of the meter

• Nothing just bill him

If the meter readings do not add up ie last month the reading was 501 and this month the reading is 30294, why can this be? More than 1 answer applies.

• Customer is reading someone elses meter

• Kraken error

• Customer may have had a new meter installed

What is the process to remove old meter from an account?

• Gas - email ifa

  Electric - slack industry performance channel

• Just remove it yourself on kraken

• Electric - email ifa

  Gas - slack industry performance channel