Energy Bills: Helping your customers understand their energy bills

Most confusing bills

Helping your customers understand their energy bills

An energy supplier should help its customers understand their energy bills.

Billing is the biggest cause for complaints from consumers with many of the complaints being a result of a lack of understanding of how they work. We take a look at a typical energy bill.

A typical Energy Bill

The first page of an energy bill contains a wealth of information that include the customer's details, the billing information and an overview of the charges accrued.

An energy bill is typically broken down into various sections that include -

Account number

An energy bill will always show the customer's account number. This acts similarly to a bank account number in that it is a unique identifier for that specific account. This allows energy suppliers to quickly access the customers billing account and allows a customer to manage the account online or when they require assistance from the supplier over the phone.

Bill number

The billing number is the unique identifier for that specific energy bill. It allows a supplier to quickly find it in case the consumer has a query or complaint. Most energy suppliers now use CRM systems to easily manage the billing and customer care side of things. 

Bill date

The bill date is the date the bill was created and made available either online or in printed form. This date is often the same month.

Knowing the bill date an energy supplier should inform their customer to take a meter reading (if they’re not using a smart meter) and submit it. By doing this the chances of billing errors will be reduced, and it places the responsibility for ensuring the bill is accurate and not based on predictions in the hands of the customer. 

Payment due

This is the date when payment is due. The energy bill will also show how a consumer pays their bills such as via Direct Debit, standing order, etc.

Bill period

This specifies the date range a customer is being charged for on the bill, and when their meter readings were taken.

An energy supplier should inform their customers that this information is important if they’re moving residence as this will dictate the accuracy of their energy bill from their old residence to their new one. 

VAT registration number

Domestic customers are charged the VAT rate of 5% on their energy use. This information is more relevant to businesses or to those seeking to apply for a reduced energy rate for a business. 

Reducing Energy Bill errors

Dyball Associates energy billing software and CRM system reduce the chances of energy billing errors as it provides a series of functions that minimise the need for manual interaction and delivers a seamless customer experience.

The benefits of using our CRM include:

• Bespoke bill design
• Automated bill production
• Email, PDF, electronic or fulfilment house bill generation integration
• Increase billing accuracy and reduce energy bill related complaints
• Manage energy bill warning and validation issues
•  View unbilled and manage revenue protection
• Reduce account administration
• Allows the integration with a chosen Direct Debit partner
• Flexible and scalable to your business needs

Further Reading

Get Connected with Dyball Associates DCC Adapter

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How a CRM makes Energy Billing easy for Energy Suppliers



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