Usage Dispute Investigation
Step 1: Review Account History
Pull up 12-24 months of billing history
Compare current usage to historical patterns
Look for seasonal trends
Identify any anomalies
Step 2: Verify Meter Reading
Check read type (actual vs. estimated)
Review previous read and current read
Calculate usage (current - previous)
Check for meter reading errors or transposed numbers
Step 3: Check for Known Issues
Any reported outages during billing period?
Meter test results on file?
Previous disputes or concerns?
Smart meter communication issues?
Step 4: Analyze Usage Patterns
Daily usage breakdown (if smart meter available)
Peak vs. off-peak consumption
Sudden spikes or unusual patterns
Compare to similar homes in area (carefully - don't share other customer info)
Step 5: Environmental Factors
Weather data for billing period
Heating/cooling degree days
Compare to same period last year
Red flags that suggest legitimate issues:
Usage doubled or tripled with no explanation
Previous month was estimated, this month actual
Meter reading shows impossible jump (like 10,000 kWh increase)
Customer's explanation aligns with lower usage
Pattern doesn't match occupancy
Red flags that suggest billing is correct:
Usage aligns with seasonal patterns
Consistent with previous years
Weather was extreme during this period
Customer mentions new appliances or lifestyle changes
Daily usage data shows consistent consumption
Rate/Pricing Dispute Investigation
Step 1: Verify Rate Class
Check customer's rate plan
Confirm they're on the correct tariff
Review any rate changes during billing period
Step 2: Recalculate Charges
Manually verify energy charges (kWh x rate)
Check service charge application
Verify delivery charges
Confirm tax calculations
Step 3: Compare to Previous Bills
Have rates changed?
Are fees consistent with past bills?
Any new charges introduced?
Step 4: Check for Rate Plan Changes
Did customer switch plans?
Any promotional rates that expired?
Special program enrollments?
Billing Error Investigation
Step 1: Review Transaction History
Check all charges applied
Verify payment applications
Look for duplicate billing
Check adjustment history
Step 2: Verify Service Dates
Confirm service start/stop dates
Check for overlapping billing periods
Verify final bill processing
Step 3: System Audit
Check for system errors or glitches
Review automated charge applications
Verify manual adjustments (if any)
Meter Dispute Investigation
Step 1: Remote Diagnostics (Smart Meters)
Check meter communication status
Review error logs
Verify readings are transmitting correctly
Compare meter data to billed data
Step 2: Physical Inspection (If Necessary)
Schedule meter reading verification
Check for tampering or damage
Verify meter is assigned to correct account
Confirm meter multiplier is correct
Step 3: Meter TestIf concerns persist:
Schedule formal meter accuracy test
Tests typically take 5-7 business days
Meter must be tested at an accredited facility
Results determine if meter was within acceptable tolerance (+/- 2%)
Important: Meter tests may have a fee ($50-75) that's refunded if meter is found faulty.
