AIS - Basics

Start

ais

2024

THE BASICS

Click the icons for some facts!

ACCOUNT OVERVIEW

Click the icons for some facts!

CUSTOMER DETAILS

CHANGING DETAILS

CONTACT DETAILS

edit customer

By clicking on the "Edit Customer" button, you can amend the following: Billing Address Phone Number Email Address

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

CONTACT DETAILS

EDIT CONTACT

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

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

ADD NEW CONTACT New contacts can be added on this screen

MPAN

Click the icons for some facts!

LET'S HAVE A LOOK.....

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

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

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?

METER READS

DOCUMENTS

TARIFFS AND CHARGES

Click the icons for some facts!

TARIFFS AND CHARGES

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

DOCUMENTS

BILLING

Click the icons for some facts!

INTRODUCTION

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

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

VAT charged will either be 20% or 5%

Billing Address Billing Period Tariff Name Account number Charges Amount of VAT paid All of these can be found on this page

Click the arrow to look at page 2...

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

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

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

Contact details Opening hours What to do in an emergency

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

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

Click here for page 3

Details on how the customer can make payments

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

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...

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

Click the arrow to see page 4...

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

The account balance at the time the invoice is gerenated is also shown here As 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 arrears If there is a CR next to the account balance, the customer is in credit

This is the last page of the customers monthly invoice

???

???

POP QUIZ

???

QUESTION 1

QUESTION 2

QUESTION 3

QUESTION 4

QUESTION 5

CONGRATULATIONS!

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

Here we have charges that are added onto the cost of units used You 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 Readings Here 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 reads The read will be detailed and next to the read will be a letter: E - Estimate A - Actual C - Customer D - Deduced Every account is estimated on the 1st of every month Smartmeter reads always come in on 25th of every month

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