CMS BillingAnomalies

InCMS
BILLING ANOMALIES
User’s Manual
Edit. /Rev.: Esther Conde

Date: 17/12/2015
Project: INCMS ECG PROJECT
Name: User’s Manual – Billing Anomalies Kind of Document: Manual
TABLE OF CONTENTS
1. Terminology .................................................................................................... 3
2. Icons ................................................................................................................ 4
3. Abbreviations .................................................................................................. 4
4. Billing Anomalies/Exceptions ........................................................................ 4
Anomaly ................................................................................................................... 2
Detected When......................................................................................................... 2
Solution .................................................................................................................... 2
4.1 AF420-Usage out of tariff limit ......................................................................... 2
4.2 AF434-Amount of bill is too low ....................................................................... 4
4.3 AF222-Meter turnover (Clock over) ................................................................. 6
4.4 AF208-No meter point parameters .................................................................. 8
4.5 AF105-Incorrect billing period .......................................................................... 8
4.6 AF456-Billing usage is not equal to reading difference. ................................. 10
4.7 AF504-Non-existing meter of active energy ................................................... 10
4.8 AF139/AF138-Property problems - Unknown location of building/Abandon Building
10
4.9 AF524-Property problems - Unknown location of building from READING process from
READING process ................................................................................................. 11
4.10 AF207-Error in data of read meter ................................................................. 11
4.11 AF142-Exception, not allowed to bill with estimation ..................................... 11
4.12 AF220-Non-estimable supply point ................................................................ 12
4.13 AF216- Error of estimation module ................................................................ 12
4.14 AF402-No price ............................................................................................. 13
4.15 AF140-Property problems - Building was destroyed ...................................... 13
4.16 AF523-Property problems - Abandon Building from READING process from READING
process................................................................................................................... 15
4.17 AF106-Unknown billing period ....................................................................... 15
4.18 AF451-Consumption exceeded allowed range .............................................. 15
4.19 AF421-Usage out of limit ............................................................................... 15
4.20 AF202-No initial reading ................................................................................ 16
User’s Manual – Billing Anomalies Date :17/12/2015 Page 2 of 19
Version: 01
1. Terminology
 Billing Exception (or Anomaly) – Any abnormal situations for a service detected during
the billing process. These abnormal situations may cause improper billing of the service
or no billing at all.
 Billable Exception – These are exceptions that are as a result of irregularities found and
can be resolved online. These billable exceptions are mostly due to problems with the
meters or those as a result of mistakes made by the meter readers hence resulting to
billing exceptions. Other validations to warn billing agent would generate billable
exceptions. Examples of service point exceptions are such as consumption beyond limit,
consumption detected for inactive service, etc. Normally for the resolution of most of
these exceptions field orders have to be generated for verification to be done in the
physical location.
 Non Billable Exceptions – These are exceptions that have to be resolved by system
administrator through data update or parameterization changes. These non-billable
exceptions are mostly due to problems with data and incomplete system parameters.
Examples of these exceptions are wrong contract status, missing tariff prices, etc...
Version: 01
2. Icons
Service Data – use this icon if you want to open the window “Query by
Service Point” for the selected service point.
Deactivate billable anomalies – use this icon if you want to deactivate

billable anomalies.
Resolve without Billing – use this icon if you want to resolve the
selected exception without billing.
Solve exceptions massively – use this icon if you want to solve

exception in mass and prepare service points for batch billing.
Additional features – use this icon if you want to access the additional
features for the opened window (e.g. meter points…).
Service orders – use this icon when you want to generate field order.
Only Sel. – use this icon if you want to display only the selected items in a
list
3. Abbreviations
 CMS – Customer Management System

 SPN – Service Point Number
4. Billing Anomalies/Exceptions
Version: 01
Anomaly Detected When Solution
Detected when the total billed consumption over Alternatives are:

4.1 AF420-Usage out of allowable tariff limit defined by system administrator.
tariff limit (proportionally for the amount of days of the billing  If Meter Turnover (Clock over): resolve
period). meter turnover (clock over) anomaly.
High Consumption can be due to:
 If no meter turnover (Clock over) and the
a) Bad reading (e.g. current reading less than previous limit set is correct, then:
one),
Doubt: is it generated always together with meter a. Generate service order for control
turnover (clock over)? reading.
b) Damaged meter b. Resolve without bill
c) Fraud c. Estimate
d. Deactivate the anomaly (ignore it)
Parameter is set from tariff maintenance, for one year: and bill the given consumption
without modifications.
 If the limit set is incorrect, then

reevaluate the consumption and change
the limit for the given tariff if necessary.
Version: 01
Currently (18/12/2015) value set with 999999999 for all

tariffs
Version: 01
Detected when the total amount of the bill is below a Alternatives are:
4.2 AF434-Amount of bill parameter (currently – 18/12/2015- set with min value =
is too low 0).  If Advance: contact with collections to
confirm firstly if the payment was not
This can be due to:
duplicated or if the customer has other
a) Advance: customer paid in advance an amount debts to be paid firstly:
higher to the total charges.
b) Regularization after high estimation a. Cancel the payment if duplicated
(payment transfer option).
b. Process the advance and apply to
other debts in case customer with
other debts.
c. Deactivate the exception and
proceed with the billing in case the
advance is correct.
 If Regularization: verify the last bill was

estimated and confirm that the reading is
not wrong:
a. Generate service order for control

reading.
b. Resolve without bill
c. Estimate
e. Deactivate the anomaly (ignore it)
Version: 01
and bill the given consumption and

values without modifications.
Version: 01
Detected when Current reading is less than previous Verify which is the reason and according to
4.3 AF222-Meter turnover reading. And only when the previous reading is a real it:
(Clock over) reading.
a) Wrong last reading due to migration
This can be due to: rules – First Bill after CMS go live
(last reading was registered as a
a) Wrong last reading due to migration rules – First
result of an over-estimation but was
Bill after CMS go live (last reading was registered
migrated as real reading)
as a result of an over-estimation but was migrated
 Verify current reading: Field
as real reading)
Order for Control Reading
b) Wrong last reading (no first bill with CMS)
can be generated
c) Real Clock Over: maximum number of digits
 Modify last migrated reading
reached. For example: number of meter-digits =
if current is correct and then,
4, last reading = 9809 , current reading = 10,
adjustments should be done
consumption = 9999-9809+10 = 200Kwh
accordingly through MCs
(adjustment on migrated bills
through MCs)
b) Wrong last reading (no first bill with
CMS)
can be generated.
 Rebilling of the last bill and
modify last reading.
c) Real Clock Over: maximum number
of digits reached
Version: 01

can be generated
 Deactivate anomaly and bill
with the current data.
d) Wrong value for number of digits
registered for the given meter make
and model
can be generated.
 Contact System Administrator
to modify the number of digits
for the given meter make and
model.
Version: 01
Detected when inconsistency between meter point System Administrator should check the
4.4 AF208-No meter point attributes and meter installed. sequences of meter point parameter that
parameters relates meter data with service point.
System Administrator should check the sequences of
meter point parameter that relates meter data with Verify meter point data
service point. (PUNTOMED_PARAM) and meter data
(APMEDIDA_AP) and correct if necessary
Verify meter point data (PUNTOMED_PARAM) and
meter data (APMEDIDA_AP) and correct if necessary.
Detected when the number of days of the billing period is  To resolve without billing in case of cycle
4.5 AF105-Incorrect less than constant ‘minimum days for insufficient billing bill.
billing period period’ which is twenty 20 days. This exception is not  To deactivate the anomaly and bill for
detected for services in status “Active Pending Billing” as the case of ad hoc or out of cycle billing.
a result of a new contract, or for final bills.
This situation is due to:
a) Service has changed of route and/or itinerary and
the corresponding reading date in new itinerary is
closed to the last reading taken.
For instance, if service SP1 is in itinerary 1 that is
read 3rd of the month, and then, the service is
changed to itinerary 9 that is planned to be read
the 10th of the same month.
b) With adhoc or out of cycle billing as per
Version: 01
customer request and the cycle bill was

generated some days before.
c) When due to errors in procedure, more than one

cycle bills are pending for same service and it is
generated firstly the last cycle bill including
already more than one period. The anomaly is
generated for the pending previous cycle bill.
Version: 01
Detected when the readings difference is not equal to the From the billing wizard, to manually update
4.6 AF456-Billing usage is consumption to be billed at the level of concepts. the consumption according to the correct
not equal to reading value to be billed regardless the reading
This usually happens when any modification after
difference. difference. This can be done specially for
reading and before billing (for instance due to findings
the cases of “wrong” turnovers.
during prebilling).
Detected when reader , during reading process, select Evaluate the contract data in the system.
4.7 AF504-Non-existing reading anomaly: Check if GEO CODE informed and correct.
meter of active energy Depending on the result of evaluation, a
- “Meter Does Not Exists”
billing agent could have the following
possibility:
 Generate a service order for inspection.
 Contact customer to get the updated
data.
 Do contract termination and
disconnection if necessary.
 Update Geo Code.
 Verify with Data Gathering team.
4.8 AF139/AF138-Property
problems - Unknown
location of
building/Abandon
Version: 01
Building
4.9 AF524-Property reading anomaly: Check if GEO CODE informed and correct.
problems - Unknown Depending on the result of evaluation, a
- “Unknown location of building”
location of building billing agent could have the following
from READING possibility:
process from  Generate a service order for inspection.
READING process  Contact customer to get the updated
data.
 Do contract termination and
disconnection if necessary.
Detected when reading has more digits than number of System Administrator to change the number
4.10 AF207-Error in data of digits registered in the system (data base) for the given of digits registered for the given meter make
read meter meter make and model. and model before billing.
.
Detected when Readings are not received for AMR  If the service cannot be estimated:
4.11 AF142-Exception, not meters. a. To check AMR system
allowed to bill with b. To generate field order for
capturing readings at the field
Version: 01
estimation c. Resolve without billing.

 If the service is estimable: to estimate
Detected when billing with real readings , but system is Find out why the service point method is “no
4.12 AF220-Non-estimable trying to make a validation according to estimation estimation”.
supply point module and the service does not have any estimation
Depending on the results, The possible
module associated.
exception resolution are:
 If the service should not be estimated,
never, then, verify that the consumption
and calculation is OK by checking the
consumption and bills history. If the
amounts are OK, then go ahead with the
billing. If any doubt, then, generate
service order for reading or inspection.
 If the service can be estimated,

associated an estimation method at
contract level, ask the system
administrator or CRA/DCO to change
the estimation code for the given
contract.
Detected when trying to bill with estimated consumption Find out why the service point method is “no
4.13 AF216- Error of and the service point estimation method is “No
Version: 01
estimation module estimation”. estimation”.

Depending on the results, The possible
exception resolution are:
 If the service cannot be estimated:
d. Generate a service order to
obtain a reading
e. Resolve without billing.
 If the data is incorrect, ask the system

administrator or CRA/DCO to change
the estimation code for the given
contract.
Detected when no price is defined for a given tariff item System administration to verify and correct
4.14 AF402-No price and period.
4.15 AF140-Property reading anomaly: Check GEO CODE. Following alternatives:
problems - Building - “Building was destroyed”  Generate a service order for inspection.
was destroyed  Contact customer to get the updated
data.
 Do contract termination with meter
removal if necessary.
Version: 01
Version: 01
4.16 AF523-Property reading anomaly: Check GEO CODE. Following alternatives:
problems - Abandon - “Abandon Building”  Generate a service order for inspection.
Building from  Contact customer to get the updated
READING process data.
from READING  Do contract termination with meter
process removal if necessary.
 Resolve without Billing
 Complete the normal process in the
Detected when the contract is not yet active in the
4.17 AF106-Unknown system. Usually due to a wrong procedure. The meter is
system: meter must be installed in the
billing period system CMS and contract activated.
installed in the field but it is not updated in the system.
Please, to clarify the differences with AF421

4.18 AF451-Consumption
exceeded allowed
range
This is detected when the consumption is above or below Query service point usage history, installed
4.19 AF421-Usage out of the estimated consumption for the given period. There and removed meters.
are percentages that are set where the maximum value
Version: 01
limit is 300% and the minimum value is 0%. The exception resolution could be:
This can be originated due to:  Check if also meter turnover case and
resolve this anomaly firstly.
a) Wrong Current Reading (reader error or faulty
 Generate service order for readings
meter)
verification or inspection
b) Wrong Previous Reading and migrated reading
 If previous reading is migrated: verify if
c) Wrong previous reading no migrated
the reading was estimated, change this
d) Fraud
reading if confirmed.
e) Change of Activity, tenants, consumer habits,
 If readings are OK, deactivate anomaly.
weather or house conditions (appliances)
 If previous reading is wrong and no
f) Temporary/definitive customer move out
migrated, then, rebill previous bill.
Detected when there is no initial/previous reading. The Systems Administrator will have to
4.20 AF202-No initial This case is due to DB inconsistency or operation error.
check how this inconsistency originated
reading  Agent can also check the previous
reading from the previous bill.
 Complete the missing reading in
exception module and continue to
confirm the bill.
Version: 01

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InCMS

Edit. /Rev.: Esther Conde

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

User’s Manual – Billing Anomalies Date :17/12/2015 Page 2 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

User’s Manual – Billing Anomalies Date :17/12/2015 Page 3 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Deactivate billable anomalies – use this icon if you want to deactivate

Solve exceptions massively – use this icon if you want to solve

 CMS – Customer Management System

User’s Manual – Billing Anomalies Date :17/12/2015 Page 4 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

Detected when the total billed consumption over Alternatives are:

 If the limit set is incorrect, then

User’s Manual – Billing Anomalies Date :17/12/2015 Page 2 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

Currently (18/12/2015) value set with 999999999 for all

User’s Manual – Billing Anomalies Date :17/12/2015 Page 3 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

 If Regularization: verify the last bill was

a. Generate service order for control

User’s Manual – Billing Anomalies Date :17/12/2015 Page 4 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

and bill the given consumption and

User’s Manual – Billing Anomalies Date :17/12/2015 Page 5 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

User’s Manual – Billing Anomalies Date :17/12/2015 Page 6 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

 Verify current reading: Field

User’s Manual – Billing Anomalies Date :17/12/2015 Page 7 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

b) With adhoc or out of cycle billing as per

User’s Manual – Billing Anomalies Date :17/12/2015 Page 8 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

customer request and the cycle bill was

c) When due to errors in procedure, more than one

User’s Manual – Billing Anomalies Date :17/12/2015 Page 9 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

User’s Manual – Billing Anomalies Date :17/12/2015 Page 10 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

User’s Manual – Billing Anomalies Date :17/12/2015 Page 11 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

estimation c. Resolve without billing.

 If the service can be estimated,

User’s Manual – Billing Anomalies Date :17/12/2015 Page 12 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution

estimation module estimation”. estimation”.

 If the data is incorrect, ask the system

User’s Manual – Billing Anomalies Date :17/12/2015 Page 13 of 19

Name: User’s Manual – Billing Anomalies Kind of Document: Manual

Anomaly Detected When Solution