Billing Exceptions Resolution

This document is a guide to help the Billing department in the exceptions resolution. It is important that the personnel working on the exceptions have adequate knowledge of what an exception is, in order to make correct decisions in their resolution.

Here it is explain the general procedure to solve exceptions:

- Exceptions Detected in CMS system
- Understand the type of exception and why it has been detected e.g. BILLING PERIOD INSUFFICIENT implies that the supply has been read before the completion of a billing period.
- Open The Exception
- Check the general history of the supply, to find out the accurate cause of the exception:
* The consumption history
* Meter information
* Bills etc
- Solve the exception in such a way that you produce a correct bill and prevent other inconsistencies from occurring in the future

What is a billing exception?

Billing exceptions are any abnormal situations for a supply detected during the billing process. These abnormal situations may cause improper billing of the supply or no billing at all. Thus, it becomes necessary to analyse and solve these inconsistencies before billing (with actual reading data or estimates) is performed

What is the consequence of the abnormal situation?

Abnormal situations may cause improper billing of a supply

What does the billing team do with the exception?

They have to analyse and solve the exceptions before billing it once and for all.

N.B: It more important to have quality resolution of exception, rather than the number of exceptions solved in a day.

1. Always review contracted services, service point usage history, meters installed and removed and its readings, service orders generated and previous exceptions in the billing period for the service point when analysing an exception.

2. In every case when the solution is not clear (particularly meter readings and parameters), a service order must be generated, which must be solved in a maximum of five days.