Change of Supply
Who is responsible for over seeing all switches?
CSS or Central Switching Service
Which tab on Kraken is all complaint info located?
Events
What are the 5 types of readings you can get? Hint Events/Tags
User/Customer readings, estimated, Transfer, COS and COT
Cheque or Direct debit refund
What does K stand for with meter types?
Electric Prepayment
How does the Industry speak to each other?
API and Flows (Both to get full points)
Why would you use edit mode?
To squish the open and closed, to merge the open and closed statement
Payments' tab in Kraken > select 'Actions' > 'view all payment adequacy reviews'.
Who updates electric and gas MTDs?
Electric - IFA
Gas - Us!
What is the flow that gets sent to the MOP and DC when appointing them?
D155
What does CHP stand for and why do we send it?
Complaints Handling Procedure and so the customer knows how we will manage their complaint and their rights for complaints
Why would we have an electric provisional charge?
We should not but if we did, it is most likely due to the readings
Who tracks missing payments and where do you go to find how to request a missing payment to be tracked?
Finance! and on Kraken wiki there is a google form to fill out for Finance
What is a complex meter?
Customers with 2 or more MPAN's
Name the 3 things that can interrupt a switch
CSS (Rejection), Other Supplier (Objection) and the Customer (Withdrawal)
How can a complaint go to the Ombudsman?
We deadlock it or the complaint hits 56 days/8 weeks old
What is a catch up bill?
Where we bill from an estimate to an actual, causing a very high charge for a short period
Name the ways a customer can pay (All 5 for full points)
Cheque, card, direct debit, post office and bank transfer
Name 3 jobs we can book in Kraken
Fit Isolater, Re site meter, re-certification, fit smart meter
Name the flows that we get from the DC and Xoserve with the Change of Supply Readings, estimated and actual and what is the window the customer has to submit a COS reading (Future and Faster)
D86 for electric, this can contain actual or estimates. For gas, MBR is for the estimate and URN will contain an actual. Faster - 5 days after SSD, Future 5 days before or 5 days after SSD
Why would you reopen a complaint?
The customers issue was not resolved or If the problem has occurred again
What is back billing and list when a customer is not eligible for it (hint there is 3)?
If a customer has not been billed in over 12 months, the bill needs to be assessed of how much is fair for the customer to pay. It would not apply if; customer is in credit, meter reader has been refused entry and we have sent reminders for meter readings and customer has ignored them
How often is PA (Payment Adequacy) is run?
After every statement that is issued
Name 3 jobs that Kingswinford have to book and we can not through Kraken