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Frequent asked questions
Information on claims filed with the distribution company
Type 02 - Billing and metering
Subtype 006: ATR (third party network access) contracts that are not billed
What does this mean? The distributor is not sending us the readings from your supply point. Without this information, we cannot bill you and therefore, your next bill may arrive slightly late.
What can I do? As the supplier, we will claim the outstanding bills from the distributor, so, in principle, you do not need to do anything.
You should be aware that resolving this type of claim can take several months. To speed it up, you can send us your meter readings as explained in the section, “Subtype 009: disagreement with the billed reading”.
Subtype 008: disagreement with billed items
What does this mean? The distributor has billed us for an item that we have to charge you and that we believe to be incorrect.
What can I do? We, as the supplier, will ask the distributor to rectify this item or explain why we have to charge you for the amount billed.
Subtype 009: disagreement with the billed reading
What does this mean? The distributor in your area is billing us with estimated readings or is sending us inconsistent readings or consumption data that make it difficult for us to bill you for your supply.
What can you do? In order to speed up the resolution of the claim in progress, we would be very grateful if you could send us some photographs of your meter to firstname.lastname@example.org, showing the serial number and the readings on the screen.
If your access tariff is 2.0TD, with 3 energy periods and less than 15kW of contracted power: in order to obtain the readings, you will have to press the button on the front panel of your meter and look for the codes listed below. The figure next to the code corresponds to your consumption in kWh:
- 1.18.1 - P1 Reading (kWh)
- 1.18.2 - P2 Reading (kWh)
- 1.18.3 - P3 Reading (kWh)
- 1.18.0 - Overall electrical reading (kWh)
If your access tariff is 3.0TD and you have more than 15kW of contracted power, you will have 6 periods of energy, power and reactive power. To obtain the readings, you will have to press the button on the front panel of your meter and look for the codes listed below. The figure that appears next to the code corresponds to the reading:
- Energy: 1.18.0 - 1.18.1 - 1.18.2 - 1.18.3 - 1.18.4 - 1.18.5 - 1.18.6
- Reactive Power: 1.58.0 - 1.58.1 - 1.58.2 - 1.58.3 - 1.58.4 - 1.58.5 - 1.58.6
- Maximeter: 1.16.0 - 1.16.1 - 1.16.2 - 1.16.3 - 1.16.4 - 1.16.5 - 1.16.6
Subtype 036: request for re-billing of reading
What does this mean? We have received the readings you have provided us with, and we have processed a new claim asking for a re-billing with your readings.
What can I do? That’s all. Now, we just have to wait for the distributor to review the readings we have sent them and issue the corresponding re-billing.
Subtype 055: disagreement on the self-consumption amount billed
What does this mean? We have detected an error with your self-consumption billing and have asked for it to be reviewed.
What should I do? As the billing of self-consumption involves several calculations made by the distributor based on the data collected on incoming and outgoing energy, we can only wait for the incident to be resolved.
Subtype 067: meter verification
What does this mean? We have asked, probably at your request, for verification of your meter to confirm that it is working correctly and that the consumption we have billed you is correct. As we have already informed you, the distributor will charge a fee for the meter verification. If it is confirmed that the meter has a problem, you will not be charged for this.
What can I do? A technician from the distributor will visit your meter to check it. If there is any reason the technician may not be able to freely access the meter (it is inside your home, it is locked with a non-standard key, etc.), you will have to make sure you can be reached at the telephone number you have given us. If you need to confirm your telephone number, please contact us.
Type 07 - Regulatory support
Subtype 032: delay in reconnection after cut-off
What does this mean? We have recently requested the reconnection of your supply due to a previous cut-off for non-payment. The distributor has not carried out the reconnection within the regulatory period of 24 hours after receiving the reconnection request.
What can I do? In addition to our claim, you can contact the distributor in your area to request reconnection. You can use the telephone number provided in the “Breakdown contact” section of the bill. Inform the operators that your distributor has indeed requested the reconnection and that it should have been carried out by now. Remember to write down the incident code they give you, as it may be helpful to continue with your claim.