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Transposed metering from customer contact - Coggle Diagram
Transposed metering from customer contact
On call (First step)
Customer contacts to advise address / meter incorrect or raise concern about high bill in appartment complex
Address
Confirm with customer the address they / council know it as and confirm in MSATS / MIRN disc and Kraken and confirm meter number on site
If correct -
Ask customer to / if they have or are able to complete isolation test
If incorrect - Follow address update process's
Aftercall
Customer should be updated every 2 weeks with progress / updates to investigation
Ensure you follow 5/5/5 rule
Process
NSW
All DB's
raise Meter inspect SO and advise "suspected transposed meter customer advises meter number XXXX as theirs but meter registered for their property is XXXX"
TF up to 20 business days for response and action from all DB's
If no response from DB
Escalate to relevant area of DB from ROCL for update using 5 5 5 rule
If response received
Check responces
If meter number correct and not transposed
Investigation completed - advised customer
If meter transposed
Confirm actions being taken with DB and update customer
1 more item...
Important
Customers in NSW are NOT able to complete isolation test using the MS by their meter, but if they have an MS inside the property separate to the meter they are able to do this, or arrange an ASP to check the wiring to the meter from the house (at customers own cost)
SA
SAPN
VIC
Powercore
Citi Power
Jemena
United
QLD
Energex