ABE Electricity Disconnection - Active · Connection/Disconnection Tool and CLICK on Searches link on the bottom of the page as shown below. This should bring up the below window

ABE Electricity Disconnection Work Instructions Version 0.2 Issue Date: TBA Created by: Devanshi Mehta Reviewed by: Marc Demandante, David Storace Approved by: Mick Dovile

40 English St, Essendon Fields VIC 3041

ABN: 43 818 767 917 [email protected] www.activeutilities.com.au

Table of Contents 1. Introduction ............................................................................................2

1.1 Purpose ............................................................................................................................................................... 2

1.2 Systems Used ..................................................................................................................................................... 2

2. Electricity Disconnection.......................................................................3 2.1 How to process Electricity Disconnection .................................................................................................. 3

3. Connection/Disconnection Tool ................................................................... 11 3.1 How to process Electricity Connection via Connection/Disconnection Tool ....... 11

4. Read Requests ..................................................................................................... 14 4.1 How to source Disconnection Read Requests ............................................................. 14

4.2 How to send daily Disconnection Read Requests to Select Solutions ...................... 17

4.3 How to send daily Disconnection Read Requests to Skilltech ................................... 21

ABE ELECTRICITY DISCONNECTION - OCTOBER 2016 2

1. Introduction Electricity Disconnection is vital in providing customers their final electricity invoice once they have advised us to close their account. Through the steps provided in this manual you will learn how to manage the applications and requirements to process Electricity Disconnections.

1.1 Purpose

The purpose for this work instruction is to provide the user the knowledge on how to process Electricity Disconnection requests through ABE and where to find such requests.

1.2 Systems Used

ABE (Utilibill) – https://active.utilibill.com.au/active/index.jsp

Connection /Disconnection tool – https://forms.netsuite.com/app/site/hosting/scriptlet.nl?script=218&deploy=1&compid=3624590&h=369982f673190d055cf9

Service Desk Plus (SDP) – http://acticom.com.au:8888/

MS-Word and Excel

https://active.utilibill.com.au/active/index.jsp

https://forms.netsuite.com/app/site/hosting/scriptlet.nl?script=218&deploy=1&compid=3624590&h=369982f673190d055cf9


http://acticom.com.au:8888/


2. Electricity Disconnection

2.1 How to process Electricity Disconnection

NOTE: Disconnection requests come from the customers via Emails and Online cancellation notices (Tickets). All Disconnection request must be made in writing.

Step 1: Open Service Desk Plus (SDP) and ABE (Utilibill).

A Service Desk Plus (SDP) ticket is generated when a disconection request is submiited by the customer via Email or via the online portal (See below).

Step 2: Read the email from the customer requesting disconnection.

Step 3: Search for the account by entering the account number provided by the customer in the email/ticket.


Step 4: Check that the email address in their ABE (Utilibill) against the requesters email address in the SDP ticket received and confirm it matches with what we have.

In SDP to verify that the email is from the customer, CLICK on name (hyperlink-See below).

Step 5: Once the customer details and email have been cross checked. Click on the Utilities tab on the left-hand bar to ensure that the service disconnection address matches the address in customer’s email.

Note: If they are not the same email address. You need to ask the customer to resend the request via the registered email address on the account.


Step 6: Click on the Actions dropdown menu and select Move Out option.

Once the Move Out option is selected, it should bring you to the below move out section.


Step 7: Click on Move Out Date and select the requested service disconnection date provided by the customer in their email.

NOTE: If the requested service disconnection date is before the account billed date, the customer cannot be moved out passed the billed date. So, move out the customer as of the next date after the last billing date. (E.g. If the account has been billed until 30.Nov.2016, process a move out as of 01.Dec.2016).

NOTE: A separate billing adjustment is required for such move outs. Please refer it back to Onshore as a billing adjustment exception.

Step 7: Once the Move Out Date is selected, CLICK on Continue Move Out button.


Step 8: CLICK on Charges tab on the left-hand bar to add the service disconnection fee.

NOTE: The service disconnection fee is $20.00 (GST excluding) for an Owner, $40.00 (GST excluding) for Tenant and $0 fee is applicable for Developer/Real Estate Agent.

NOTE: Commercial customer have a disconnection fee of $75 (GST excluding).

Step 9: Click on the Add button.


Step 10: Populate the repective fields as outlined below.

• CLICK on the Service drop down and select the correct meter number you are disconnecting.

• CLICK on the Charge type drop down and select Residential or Commercial depending on the account type.

• Populate the Start Date and the End Date to be the same date as the service Disconnection Date.

• The Charge description should be Disconnection Fee – Electricity. • Leave the Units as default (1). • Enter the applicable fee in the Charge field. • CLICK on Save button once all fields are populated.


After the save button is pressed, the completed transaction should look like below.

Step 11: CLICK on Details as shown above and scroll down the page and add notes in the Notes field and click on Save button.

NOTE: Required note format is Date- Name - Service Desk Plus (SDP) ID - Action taken (EXAMPLE: Disconnection request received, released meter and added charges).


Step 12: CLICK on Cancel Customer button to finalize the account.

Step 13: CLICK on Ok button on the confirmation pop-up window when prompted for Cancel Customer which will change the account status to Suspended.


3. Connection/ Disconnection Tool

3.1 How to process Electricity Disconnection via Connection/ Disconnection Tool

Step 1: Login to Connection/Disconnection tool.


Step 2: Once logged into the Connection/Disconnection tool, select the appropriate options from the dropdown listing based on the Service Disconnection request received.

Choose Type as Disconnection

Choose Group Name, Building and Tenancy based on the site requested for Electricity Disconnection

Choose Date of disconnection as per date requested

Choose Actions as Disconnection and Read




In General Notes, you must provide the following information SDP Ticket Number, Agent Name, Address verified and Date (Connection Date)

Once you have populated the relevant fields, CLICK on Submit.

NOTE: If the disconnection request falls on a Friday – put it through the tool for the following Monday as we don’t disconnect on Friday and weekends, however, release the meter on account as of the date the service disconnection was requested regardless of day (Friday/Weekends).

Step 3: Go to Service Desk Plus (SDP). Reply to the customer’s disconnection request confirming the disconnection had been processed.


Step 4: After you have CLICKED on Reply. Select the Reply Template – “Service Disconnection Email”.

Step 5: Once the appropriate fields in the template have been populated. Update request status from “OPEN” to “CLOSED” then CLICK on Send.

NOTE: Repeat the same process for all electricity disconnection requests.


4. Read Requests

4.1 How to source Read Requests

Step 1: Once all the electricity connection applications have been verified, go back to the Connection/Disconnection Tool and CLICK on Searches link on the bottom of the page as shown below.

This should bring up the below window for search option selection.


Step 2: Click on the search dropdown and choose the Read Requests - by source and CLICK on Search button.

Step 3: Download read requests 2 weeks before and 2 weeks after the current date (from & to date tab on top right) – this is done to avoid duplication, disconnections in errors, etc. and then CLICK on the Search button.


Step 4: CLICK on the Export button.

The file should download in the below excel CSV format on to the task bar. Open the file by clicking on the downloaded file and keep the downloaded file open.


4.2 How to send daily read requests to Select Solutions

Step 1: Change the search dropdown to “Daily read requests - Select” and then click on the Search button (no need to change the dates) to get the results.

By doing this it will show all the daily connection read requests that need to be sent to SELECT SOLUTIONS.

Step 2: Look for duplicates and delete one of the disconnection read requests by Ticking the Box for the duplicated entry and CLICK on the Delete button. Once checked, go ahead and select EXPORT to retrieve the file.


Step 3: Once the file is exported, clean up the file and prepare to be emailed to the relevant contractor (Select Solutions). Special notes can be deleted unless it says Retrospective read.

The file should look like the below once it is formatted. (Once formatted, copy and paste all the required data into WORD) to allow the formatting to be pasted into Service Desk Plus (SDP). If copy pasted directly from EXCEL into Service Desk Plus then, the required formatting will be lost.


Step 4: Create a ticket in Service Desk Plus (SDP). Send the read requests to the relevant contractor (Select Solutions). CLICK on the drop down – REQUEST CATALOG and select the template “SPECIAL METER READS – SELECT SOLUTIONS”.

Step 5: Enter the required details - Name (Processing consultant name), Technician (Meter reads processing consultant), and change the date in the subject line to current date and CLICK on ADD REQUEST button (bottom of the page).


Step 6: Click Reply or Forward button and enter email addresses ([email protected] and CC [email protected] ) for Select Solutions, Write email, paste the daily read requests (from Microsoft-Word to keep the required format) and press SEND.

NOTE: Please DO NOT close the ticket till response has been received.

mailto:[email protected]



4.3 How to send daily read requests to Skilltech

Step 1: Change the search dropdown to “Daily read requests - Skilltech” and then click on the Search button (no need to change the dates) to get the results.

Step 2: By doing this it will show all the daily connection read requests that need to be sent to SKILLTECH.

NOTE: Look for duplicates and delete one of the read requests by Ticking the Box for the duplicated entry and CLICK on the Delete button. Once checked, go ahead and select EXPORT to retrieve the file.

Once checked, go ahead and select EXPORT to retrieve the file.

Step 3: Once the file is exported, clean up the file and prepare to be emailed to the relevant contractor (Skilltech). Special notes can be deleted unless it says Retrospective Read Request.


The file should look like the below once it is formatted. (Once formatted, copy and paste all the required data into WORD) to allow the formatting to be pasted into Service Desk Plus (SDP). If copy pasted directly from EXCEL into Service Desk Plus then, the required formatting will be lost.

Step 4: Create a ticket in Service Desk Plus (SDP). Send the read requests to the relevant contractor (Skilltech). CLICK on the drop down – REQUEST CATALOG and select the template “SPECIAL METER READS – SKILLTECH”.


Step 5: Enter the required details - Name (Processing consultant name), Technician (Meter reads processing consultant), and change the date in the subject line to current date and CLICK on ADD REQUEST button (bottom of the page).

Step 6: Click Reply or Forward button and enter email addresses.

([email protected] and CC [email protected]) for Skilltech, Write email, paste the daily read requests (from Microsoft-Word to keep the required format) and press SEND.




NOTE: Please DO NOT close the ticket till response has been received.

End of work Instructions

Documents

ABE Electricity Disconnection - Active · Connection/Disconnection Tool and CLICK on Searches link on the bottom of the page as shown below. This should bring up the below window