Enquiry Portal. Retailer Enquiries Quick Reference Guide

Transcription

1 Enquiry Portal Retailer Enquiries Quick Reference Guide

2 Connection Services We are responsible for: The co-ordination of customer disconnections and connections from the Initiate Work Request Stage Data to Market Transaction Systems. This includes receiving, processing and completing requests from Retailers, REC s and customers, in accordance with agreed national B2B Service Order Processes and our regulatory obligations. 2

3 3 The Enquiries Team

4 Background Before Currently no standard format retailers sending enquiries into CP/PAL Hand offs between departments Multiple addresses to send an enquiry into CP/PAL No central location for enquiry support 4

5 Benefits After One Template/Form for all enquires Located in a centralised website location Extra information will be provided on the website to answer common queries The form does a lot of the work for you Drop down lists will ensure the enquiry lands in the hands of the right person Auto-acknowledgement is provided to let you know we have received the enquiry. 5

6 The Form and its Location 6

7 Enquiry Portal How to Use The you populate is where our response to the enquiry will go. i.e. personal / group inbox 7

8 First choose the relevant network -CitiPower or Powercor Next select the Enquiry Type For assistance with types refer pg. 12 & 13 Next choose the Sub Type - For assistance with types refer pg. 12 & 13 8

9 Next enter the relevant Address NMI Message Enquiry Detail Recommended 9 Next add Attachments Add Attachments Type the Verification Code Message Enquiry Detail and

10 The Auto Response On Screen Confirmation We have received your enquiry and our dedicated team will respond shortly 10

11 Core Work and Enquiries? All Enquiries will be sent via the Online Retailer Enquiry Form. Core work can continue to be sent via the current methods or via the Enquiry Tool. Core Work EWR,CES, Abolishment Requests, Field Work Orders and Appointment requests 11

12 Glossary of Enquiry Types Enquiry Type: Enquiry Sub Type: Guidelines 1. Initiate Work Request Paperwork Submission (EWR /CES/FWO) Used to submit paperwork Job Status Request Used to get an update on a Job Status Service Order Response Used for enquiries regarding missing/incorrect service order responses. Off Over 12 Months Used for any enquiries relating to site off over 12 months. Basic (Legacy ) to Smart Meter Used for requesting an upgrade to a SMART Meter 2. Meter Related Enquiry Meter Read Basic S/O related Used to quantify a Basic meter read / meter read enquiries Meter Data Enquiry Used for any enquiries about Smart Meter Data No Comms Used when a meter cannot be billed due to no comms Meter Conversion Used for enquiries to see if a Meter can be remotely converted Solar Pre-Approval Submission/Enquiry Used for any enquiries relating to an exsiting Solar Pre Approval Submissions Data Stream Mismatch Used for any believed Data Stream Mismatches Transposition Used for any believed Transposed metering scenarios 3. NMI Related Enquiry Tariff Update Used for any tariff Update requests Tariff Mismatch Used for any believed Tariff Miss-matches Customer Details Update Used to update any Customer Details - NMI Standing Data Address Update Used to update any Customer Address Details NMI Status Used to enquire about a NMI Status Disaggregation Used for disaggregation submissions (+ accompanying forms) Data Stream Enquiry Used for any enquiries on current data stream set-up Contract Demand Enquiry Used for any enquiries relating to Contract Demand 12

13 Glossary of Enquiry Types con t 4. Service Order Related Enquiry B2B Service Order Status Used to identify the current status of a B2B service order (acceptance response received) Connection Date Appointment Date No B2B Acceptance Response B2B Response Dispute Missing Service Order Service Order Completion Date ACS Charge Dispute Used when the connection date is believed to be incorrect Used to confirm a date for an appointment Used when an expected B2B Acceptance response has not been received Used to dispute any B2B Retailer response Used to enquire about a missing service order Used to enquire about Service Order completion dates Used to dispute ACS Charges 6. Energisation Status Related Enquiry Energisation Status Used to enquire about the energisiation of a meter/account Energisation Mismatch Used to enquire about a believed energisation mismatch 7. MSATS Enquiry MSATS Mismatch Used for any MSAT's Mismatch's 1500 CR Used to raise a 1500CR DLF/TNI Enquiry Used for any DLF or TNI enquiries 8. Follow Up Follow Up Used to follow up on any already submitted enquiry over 5 business days old 9. Improvement Suggestion Improvement Suggestion Used to suggest improvements that may be incorporated in future releases. 13