COS Installation of a Prepayment Meter IGG 040412

COS & Installation of a Prepayment Meter IGG 04/04/12

Purpose • Purpose of these slides is to clarify the process for how concurrent requests for prepayment installation and COS are handled

COS & Installation • It is possible for a COS request to complete while a prepayment meter installation request is underway. – – Very rare Impact of Debt flagging Timing of Requests Supplier requesting prepayment installation would be aware of existence of a 110 MM • End result could be discrepancy between market systems and Liberty Client. – Customer with old supplier in Liberty Client but new supplier in market systems.

Process • If a COS is underway when Request for Install received: – Request for Install will be not be processed – Requesting Supplier will be advised – COS proceeds as normal

Process • If COS commences subsequent to a Request for Installation: – Prepayment installation will proceed – COS will proceed • Given the customer category, highly likely to be debt flagged and result in cancellation – Gaining Supplier will be notified by KMS of prepayment installation – Gaining Supplier can then either: • Retain customer (instruct KMS to initiate COS in Liberty Client), or • Cancel COS

Process • What happens is no action is taken? – Customer will continue to top up using their previous Supplier’s account/card – Customer will be registered to gaining Supplier in market systems • Resolution? – Cancellation of COS at this point by gaining Supplier will result in reconciliation in market systems – Gaining Supplier can then re-request COS (including KMS request)