Customer. Phones ECC. ECC agent receives. customer. query. ECC agent to. verify customer meter number and reason for call. Customer.

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Marcia Daniela Skinner
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Power supply is off ask to verify Network fault has used up units remotely disconnected ask to plug in the CIU and ensure that batteries are in ask to confirm if there is a battery in the CIU ask if

1 Power supply is off ask to verify Network fault has used up units remotely disconnected ask to plug in the CIU and ensure that batteries are in ask to confirm if there is a battery in the CIU ask if latch is open on CIU ask to verify type of CIU *see note Is a battery in the CIU? ask to replace battery & retry determine reason for remote disconnection ask to verify what they see on the screen ask to press I on the CIU *see note advise on reconnection process Can see units/meter reading? Is CIU on? ask to confirm if they can see units/ meter reading *Note Landis & Gyr CIU to press I on CIU Itron CIU requested to press the arrow above the no. 9 on the keypad Conlog CIU requested to press # Are there any units available? advise to purchase prepaid voucher and load

2 unable to buy prepaid voucher ask to verify unable to buy prepaid voucher Scenario 1 Confirm meter details on PSG Scenario 2 Meter info not found on CC&B and therefore not linkable Scenario 3 Linked but not synchronised check out old SGC and Tariff Index on CC&B by reprinting old transaction for the new info and go back to PSG and update master key with new info ask for details, update and synchronise on system 1 advise to purchase voucher after 4 hrs 2 Inform of location of vendors in their area 3. If unsuccessful go to the nearest Eskom service hub ask for details, update and synchronise on system

3 SO Faulty prepaid voucher/ meter not accepting voucher/ blinking a sad face Ask to verify meter number and Was the meter changed? Agent to check PSG if the voucher corresponds with previous voucher purchases by clicking on meter details function Agent must do key change by determining the area the resides and recapturing the SGC of the Area or Zone Does the voucher correspond? Agent to establish the previous or old SGC & Tariff Index of the meter Agent to punch in old information and get correct Key Change Token ask to punch in Key Change Tokens and Vouchers *see note Use engineering Key Change Function *Note Agents must only provide the s with the first 40 digits of the old and new Key Change Tokens and T the maximum power limit digits Is the CIU accepting the Voucher Number?

4 Faulty keypad, buttons not responding ask to verify meter number and ask if keypad buttons are not responding to RMC - CIU faulty

5 30, 31 & 40 Landis & GYR meter (Meter serial number starting - 07) ask to verify ask if they can see the error (telecommunications problem) on the CIU? ask if they can see the error (power supply problem) on the CIU? ask if they can see the error (low/no/faulty battery) on the CIU? ask to plug in CIU and switch on mains ask to change the battery Is the main switched on? agent Ask to disconnect and switch off all the appliances in the house and keep CIU plugged in Is the error code resolved? Is the error code clear?

6 Conlog meter (Meter serial number starting - 04) agent Ask to verify Is the error code E01, E02, E03, E04 or E07? E01 Meter chip not programmed E02 Meter chip programmed but meter not calibrated E03 Meter memory code is corrupt E04 No/low voltage coming to the meter E07 No/poor communication between meter and CIU

7 Itron meter (Meter serial number starting - 01) agent Ask to verify meter number and agent Ask to confirm if Error call (memory corrupt) is displayed on CIU

8 Token conversion ask to verify Was the meter converted from conventional to prepaid or prepaid to conventional? agent log request type as conversion to prepaid or conventional agent transfer request to ACVC/K2 controller ACVC/K2 controller to transfer request to field service to make changes on meter ACVC/K2 controller to make charges on CC&B account ACVC/K2 controller to raise charges for call-out, admin fee and tariff charge *see note Close request *Note 1 As there is no meter change, a meter change fee should not be applied 2 As there is no meter change, the meter number will remain the same during the conversion

9 Faulty CIU ask to verify Do you have power? determine reason for call ask to press I on the CIU *see note 1 Is the CIU working? inform that field technician has been dispatched Field technician to determine if the fault is factory fault or negligence What is the reason for the fault? FACTORY FAULT CUSTOMER FAULT Field technician to advise to visit walk-in centre. will be liable for CIU cost and callout fee. Field technician will replace the CIU immediately Work order issued for technician to go and replace the CIU *see note 2 *Note 1 *Note 2 Landis & Gyr CIU to press I on CIU Itron CIU requested to press the arrow above the no. 9 on the keypad Conlog CIU requested to press # * Call out and replacement fee to be charged Field technician to install new CIU at s premises

Eskom Industry Association Resource Centre. By: Henri Groenewald 29 October 2008

NRS049 - Advanced metering infrastructure () Eskom Industry Association Resource Centre By: Henri Groenewald 29 October 2008 NRS 049 explained Residential time-of use tariffs, demand side management, load