AIS - Basics

2024

ais

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THE BASICS

ACCOUNT OVERVIEW

Click the icons for some facts!

This is an electricity account, hence the bulb. If the account was for gas, you would see a flame instead

The Validate Customer button has all of the answers for the DPA questions you will be asking the caller at the start of the call

Case Archive is where you can see old, closed cases that have been worked on for the account - this is very useful if the customer is calling about an old query they had

We put important notes in RAG Notes as they are the first thing we see as we open the account. If a COT has been completed on an account, these details will be entered here

If a customer has given details that they are vulnerable; mental health issues, deaf, blind etc we enter the details in this box so agents are aware

Account type (how the customer pays); Budget Plan, Variable Direct Debit, Pre-Pay

We can flick between these tabs to look at the account in further detail

CUSTOMER DETAILS

Click the icons for some facts!

Lots of good info here - Account Type, Live Date, CED, Broker If a broker is on the phone - they need to have an active LOA....there will be more on this later!

If a customer queries the rates they are paying, this is where you can find them As you can see on this account, the customers rates changed on the 21/2/24 and they are now on a different tariff where they renewed their contract with us

You can see details of the customers Budget Plan. Here you can see the amount they pay per month, the date the payments are deducted from their bank, and you can also make changes to the plan if you need to by clicking the blue arrow If the customer was on a pre-pay plan, this would be detailed here instead

CHANGING DETAILS

By clicking on the "Edit Customer" button, you can amend the following:Billing AddressPhone NumberEmail Address

edit customer

CONTACT DETAILS

EDIT CONTACT

CONTACT DETAILS

Ensuring you are on the "Contact Details" tab, click on "Edit Contact" at the top left of the pageThis will bring up the "Edit Contacts" screen where you can pick the following options:Add New ContactEdit ContactRemove Contact

ADD NEW CONTACT New contacts can be added on this screen

EDIT CONTACT Highlight the name and click "next," you can then edit details of contacts we already hold

REMOVE CONTACT Highlight the contact you need to remove and click "Next" to remove them from the account

MPAN

LET'S HAVE A LOOK.....

Click the icons for some facts!

These are MTD's (Meter Technical Details) We need these in order to add meter reads and also to bill - sometimes they can take up to 30 days to come through to us You may need to raise a missing MTD case if we do not have these and the account is live

You may need to raise a case if the site address is incorrect Our system and ECOES/XOServe must match with Royal Mail postcode finder We can use the MPAN to search ECOES or MPRN to search XOServe ECOES/XOServe will confirm if the meter is smart

We can get info such as SSD and EAC from this page This page will also tell us if the supply have been cotted or lost and the dates this happened

This gives us the MSN (Meter Serial Number) This section will also confirm if the meter is smart - although, always best to check the databases to be sure!

If the meter is HH (Half Hourly) we are able to export the data to check what we have received and we can also email this out to the customer We can also open the meter reads to look at those too

We can raise the COT Wizard on this page.....more about that later We can enter a meter read for the customer here too

METER READS

When you click "Enter Readings" on the MPAN page, this window will open. Choose the meter you would like to add a read for. Is this an opening, closing or normal read?

Select the date by clicking the drop down arrow and enter the read. Click "Submit"

If the read does not run in line with what we have, the read will not be added and instead, a case will be raised for the billing team to investigate. If this happens, request a photo of the meter and read

TARIFFS AND CHARGES

DOCUMENTS

TARIFFS AND CHARGES

Click the icons for some facts!

Charges or credits made to the account will be detailed here It will show the type of credit/charge and also the amount and date applied The ones you will see here most are cancelled direct debit fee and failed direct debit fee

Every tariff that has been applied to the account will be shown here

DOCUMENTS

Any documents that apply to the account can be found hereLOA'sContractsDocusign/Summary Page

BILLING

INTRODUCTION

Click the icons for some facts!

This is the Direct Debit details we have for the customer We have to have a live direct debit instruction on the account as per our Ts and Cs If the instruction has been cancelled, there will be an end date detailed on here

This is the billing address This can be different to the site address as sometimes you may find that invoices go to a companies head office to be paid etc

If you click on the blue arrow, you can view each invoice

This is page 1 of the customers invoiceOur contact details are detailed at the top of this page

Click the arrow to look at page 2...

Billing AddressBilling PeriodTariff NameAccount numberChargesAmount of VAT paid All of these can be found on this page

VAT charged will either be 20% or 5%

You may also see other charges here such as a cancelled direct debit fee or failed engineer visit

Whichever account type the customer is on will be detailed at the bottom of the page; this one os on a budget plan so payment is taken inline with that, if it was variable, it woul give the date that the invoice amount will be taken. If the customer does not have a live DDI, they will be asked to make payment immediately

Details on how the customer can make payments

Click here for page 3

This section gives a bit more detail about how they can speak to someone about raising a complaint and also what we do to resolve it

If the customer is moving, this section gives them information on how they can report it to us

Contact detailsOpening hoursWhat to do in an emergency

This section informs the customer on how they can give us a meter read and when to do thisIt also confirms here that if we do not receive a read, invoices will be based on estimates

End of contract information and where the customer can get inforation on fuel mixes for their tariff

Click the arrow to see page 4...

Page 3....the page you will look at first if you get an invoice query...

Here, you will find the site address, MPAN, Tariff name and contract end date but it;'s the section below you want to pay attention to...

Now, here is where we find majority of answers for invoice queries!Click the buttons to find out some top tips...

This is the MSN we are charging for If the customer has more than one at their site, they will be listed here

If you see "unrestricted" on an invoice, that means the customer has a 1 rate meter You will often see, "day," "night" "evening/weekend" and "half hourly" listed here too

Here we have the units billed for, the price per unit and the cost If you multiply the amount of unit and the unit price, you will get the total cost of units billed for If you compare the cost per unit on the invoice to what we have on the system they SHOULD match. If they don't, check the contract!

This is the last page of the customers monthly invoice

The account balance at the time the invoice is gerenated is also shown hereAs it states, "payments received within the last 7 days may not appear until the next invoice is issued"If there is a DR next to the account balance, that means the customer is in arrearsIf there is a CR next to the account balance, the customer is in credit

You will see here the balance brought forward, any payments made to the account during the billing period and the current invoice amount

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POP QUIZ

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QUESTION 1

QUESTION 2

QUESTION 3

QUESTION 4

QUESTION 5

You will now be able to Move around an ais account with ease

CONGRATULATIONS!

Here we have charges that are added onto the cost of units usedYou will find the daily standing charges here (looking at the invoice and comparing it to what is on the account/contract, they should match!)You will also find here CCL charges (Climate Charge Levy) - If units used total over 1000 units in a month for electric and 4397 for gas, you will notice this charge along with a 20% VAT charge - anything less than this is charged at 5% VAT instead (with no CCL)You may also see here KVA Charges and if the customer is eligible for EBDS/ETII discounts, they will be detailed here too

Meter ReadingsHere you will find the meter reads we have used in order to bill the account You will always find that the bills run from the 1st of the month until the 1st of the follwing month and you will see an E next to these readsThe read will be detailed and next to the read will be a letter:E - EstimateA - ActualC - CustomerD - Deduced Every account is estimated on the 1st of every monthSmartmeter reads always come in on 25th of every month

This is where you can find open cases that are currently being workedIf you click on the blue case reference, you will be able to find details of the case and note it if neededThis section tells you which queue the case is in, the topic, who it is assigned to and if there is a postponement dateWhen you raise a case, it will appear here