Want to create interactive content? It’s easy in Genially!
PC/MSC
SEBL L&D Team
Created on March 12, 2024
Start designing with a free template
Discover more than 1500 professional designs like these:
Transcript
Start
A HOW TO GUIDE
PROFILE CLASS CHANGES & MSC CHANGES
CLICK THE POST-IT NOTES TO VISIT EACH PAGE
PC CHANGE PROCESS
MSC CHANGE PROCESS
SUMMARY
WHAT IS IT?
PROFILE CLASSES
WHAT WE WILL BE LOOKING AT
GAS
I - INDUSTRIAL D - DOMESTIC
ELECTRIC
01 - DOMESTIC SINGLE RATE 02 - DOMESTIC MULTIPLE RATE 03 - COMMERCIAL SINGLE RATE 04 - COMMERCIAL MULTIPLE RATE 00 - HALF HOURLY
YOU WILL SEE THESE INDICATORS ON ECOES (ELECTRIC) AND XOServe FOR GAS
PROFILE CLASSES
Billing and Supply need to ensure this can be changed using the council tax bill. Until we have had confirmation that this can be carried out, we will not take payment
A PC change for electric costs £126 (inc VAT)A MSC change for gas is free of charge
The processes for gas and electric are slightly different ELECTRIC - PC CHANGE - Profile Class Change GAS - MSC CHANGE - Market Sector Code Change
We need to have a copy of the customers residential council tax before we can raise a case for this
Customers may decide to close their business and reside in the property instead, or a buiding that was previously for commercial use may have been renovated into flats and rented out for people to live in. Because the meter is under a commercial class, we have to get that changed to domestic on the National Databases for electric and gas, ECOES and XOServe
So, a customer has called up or emailed in as they have decided to shut the doors on their business that they run from home and they will be just residential from that point on... Follow these steps to help the customer with their Electricity account...
Ask the customer if they have a residential council tax bill they could send us - doesn't have to be a hard copy, an attachment on an email is fine
Council Tax
Once we have received the council tax back from the customer, raise a case to BILLING AND SUPPLY, under ECOES UPDATES. Ensure you attach a copy of the council tax
Raise a case
Once Billing and Supply have confirmed that the class of the meter can be changed, they will change the queue of the case back over to CS. You will need to contact the customer to make payment; remember, this process costs £126 to complete. This payment can be made, or if the customer is in credit, we can raise a charge
Confirmation
Once payment has been taken, you need to change the queue of your case back to BILLING AND SUPPLY, ECOES UPDATES. At this point, it would be wise to give the customer a ref number and also let them know you will be in contact once the class has been changed We do not offer domestic tariffs so inform the cudtomer that once the change has been procesed, they will be free to leave
Case returned
The process should take around 7-10 days to be completed. Once ECOES is showing the supply to be domestic, the customer is free to leave as as their supplier, without penalty as we do not offer domestic tariffs/contracts. It's at this point that you should contact the customer to let them know everything has been processed and they are free to leave. Ensure RAG note is left confirming this
The change
WHAT IS THE PROCESS FOR A PC CHANGE
A Market Sector Code Change is the process for changing the class of the GAS meter from commercial to residential This is slightly different to Electric and although quicker to change on XOServe, we have to carry out quite an important process firstDue to not being able to get XOServe amended using a business name, a Change of Tenancy has to be completed on the account prior to the Market Sector Code Change being done. The Change of Tenancy has to be done into the customers name instead of the business
In this case, you would need to confirm to the customer that a COT will need to be done - when you send the email to request the documents to complete the COT, ensure you request a copy of their residential council tax bill at the same time
This query will sit wirth the COT team as they need to process the name change. Once this has been done and providing we have recieved a copy of the council tax bill, this will be raised with GAS BILLING under MARKET SECTOR CODE CHANGE.
If you are the agent picking up this query, it is a good idea to confirm the reference number with the customer and also advise that once the change has been completed, they will be free to leave us as their supplier. Changes on XOServe are slightly quicker than ECOES
Once XOServe is showing the supply as domestic, the customer is free to leave us as their supplier, without penalty as we do not offer domestic tariffs/contracts. It's at this point that you should contact the customer to let them know everything has been processed and they are free to leave