Billing
Name the 6 Key elements of a bill
Customers usage, tariff prices, EAC/AQ, Meter readings, Current balance and payments
What is a business move?
When a business moves out and another moves in
What are the ways our customer can pay
Card, Post office, bank transfer, cheque or direct debit
What is a contracting party?
A contracting party is a commercial, corporate and/or other institution that is formed and administers as per commercial law in order to engage in business activities, usually the sale of a product or a service eg hairdressers etc.
What is the PSR?
The priority services register is a register of customers who’ve been identified as being in a vulnerable circumstance, held by all suppliers & networks.
Talk me through the different types of meter readings - you must name at least 6 out of the 8 to gain the points
Ops reading, Customer reading, Estimated reading, transfer reading, COS reading, COT reading, Meter reader and Smart meter reading.
Would you process a COT if a limited company changed their name?
No (unless the company reg number also changed)
Do we offer a quarterly DD?
Yes
Explain a sole trader
You run your own business as an individual and work for yourself.
You can keep all your business's profits after you've paid tax on them.
You're personally responsible for any losses your business makes.
Are SME customers eligible for a free meter move?
Yes
What is a gas provisional charge
Kraken has provisional charges because we haven’t received the calorific values yet, The calorific value is the amount of energy which gets released when gas is burned, this can change due to variables like temperature and pressure.
Put these steps in the correct order :
a. COT
b. Final invoice
c. Input final reading
c, b, a
What must we always provide the customer with if a new instruction is being set up for their direct debit
THE DIRECT DEBIT GUARANTEE!
This must be provided whenever a new instruction has been created, even if we have had an existing one on the account
Explain a Limited Company
Limited companies are corporate bodies with directors and shareholders
This means they benefit from limited liability and are registered on companies house
What are some things that indicate financial vulnerability? (name 3)
Awaiting benefit assessment
Benefit sanctions
High level of debt
Loss of household income
Self employed
Unexpected significant expense
Name 4 of the back billing exceptions
Occupier accounts
Prepayment accounts
If there is an account error and the customer has not provided the information when asked
If the customer has debt as a result of tampering with their meter
There is no energy consumption and the bill is for standing charges only.
If the charge was recovered before we took over as the migrated supplier (1st May 2018)
What information do you need for a COT? (name ALL for points)
Name, email, contact number, company type, business name, company reg number, DDI/Payment details, Serial number and MPXN, Meter read & date liable for the property, Landlords details, Forwarding address for the previous occupier
When and why do we run payment adequacy
When: Product changes, price changes, refund or debt transfers, customer request.
Why: To ensure the customer is always paying the right amount for their energy usage
What are the 2 types of Limited Company?
PLC can be private (PLC) or public (Limited)
Where can we signpost customers? (name 4)
SME Guide To Energy Efficiency/ Energy Saving Trust
Government Finance and Support for UK business
Enterprise Finance Guarantee (EFG) loans for businesses with little to no security
Business Debt Line
Self employed benefits & Self Employed Grants search
Places like stepchange & citizens advice can also offer advice to any individual struggling
E.ON Next Energy Survey
The customers unit rate is 15.25 and their standing charge is 32.87. The first reading is 1356 and the reading we are billing to is 1784. What is this customers bill amount. (The bill period is for 28 days)
£74.47
428 units x 0.1525 = £65.27
28 days x 0.3287 = £9.20
£65.27+£9.20= £74.47
Name 5 risks we may see on an account
Multiple claims of COT on the same account, conflicting COT dates, multiple COT requests, 'deceased' customer is calling, business dissolved on companies house, multiple indemnity claims, related or same director COT's, historic price complaints, 3 or more months of unpaid bills
Talk me through the 4 steps of a repayment
1. The conversation
2. Fraud checks
3. Billing of the account
4. Checking the method of return.
What is an Unincorporated Association?
An unincorporated association is an organisation that arises when two or more people come together for a particular purpose, but decide not to use a formal structure like a company.
Most clubs, societies, groups, and some syndicates are unincorporated, as are most voluntary organisations
Individual members are personally liable for debts and contractual obligations
What questions should you be asking if someone is identified as being vulnerable?
Trainer own judgement