ISO 14452:2012
(Main)Network services billing — Requirements
Network services billing — Requirements
This International Standard specifies the minimum requirements for billing of all consumption-based utility network services to domestic customers. It covers the processes required to produce the bill and to deal with issues that arise after the bill has been sent, as well as the content of the billing document or statement. This International Standard is applicable to utility network services that are unmetered, metered at the point of delivery or metered remotely (e.g. on the supplier's own premises), and it covers any unmetered or unmeasured charges appearing on the same bill as metered or measured charges, as well as flat rate charges. NOTE 1 Utility network services include electricity supply, water, sanitation, gas supply, district heating and communications. NOTE 2 The requirements given in this International Standard are also applicable to other consumers who are legally entitled to use the service provided by the supplier, except where in order to comply with privacy or data protection requirements, it is necessary for the supplier to obtain the authority of the registered customer before dealing with another consumer on billing matters. This International Standard does not cover pricing, except for a requirement to provide information to customers. It is only applicable to billing for consumption-based utility network services and it applies to all bills or statements for utility network services where there is an ongoing account relationship between the customer and the supplier, regardless of the payment method used. NOTE 3 This includes bills for metered consumption, bills where a formula is used to estimate consumption (e.g. water bills based on the number of persons per household or the size of the house), or where a flat rate fee is charged regardless of consumption (e.g. telephony or internet bills where the tariff allows unlimited usage). It also applies to prepayment customers, where a bill or account from the supplier is necessary to enable the customer to reconcile the amount paid in advance with the cost of consumption, or where the customer expects to receive a bill based on point of sale or other advertising (e.g. mobile telephony and energy metering) where codes, keys, electronic dongles or electronic cards are used to load and reload the service and to indicate what was purchased. NOTE 4 Services that are not billed [e.g. mobile telephony paid for by pre-purchased SIM (Subscriber Identity Module) cards that are unmetered] and services that are funded directly by the taxpayer without bills being issued are not covered by this International Standard. NOTE 5 Many of the key principles in this International Standard also apply to all forms of billing, and suppliers are therefore encouraged to adopt the relevant requirements in this International Standard for billing of other services.
Facturation de services en réseau — Exigences
General Information
Standards Content (Sample)
INTERNATIONAL ISO
STANDARD 14452
First edition
2012-07-01
Network services billing — Requirements
Facturation de services en réseau — Exigences
Reference number
ISO 14452:2012(E)
©
ISO 2012
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ISO 14452:2012(E)
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ISO 14452:2012(E)
Contents Page
Foreword .iv
Introduction . v
1 Scope . 1
2 Terms and definitions . 1
3 Billing process . 5
3.1 Pre-billing process . 5
3.2 Billing principles . 7
3.3 Billing document .10
3.4 Post-billing processes .15
3.5 Customers in vulnerable circumstances .17
3.6 End of contract and switching supplier .18
3.7 Compliance and continuous improvement .18
Annex A (informative) Guidance for bill presentation.20
Bibliography .21
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ISO 14452:2012(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International
Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO shall not be held responsible for identifying any or all such patent rights.
ISO 14452 was prepared by Project Committee ISO/PC 239, Network services billing.
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ISO 14452:2012(E)
Introduction
The purpose of this International Standard is to provide a market-based and market-sensitive way of dealing with
the concerns of customers about the billing practices of utility network service providers. Billing is a major source
of complaints to companies and industry ombudsmen. Problems experienced by customers include the following:
— bill shock (i.e. the negative reaction experienced by a customer upon receiving a bill that is higher than expected);
— bills are complicated and difficult to understand;
— pricing is not always clear;
— bills are inaccurate;
— payment methods present difficulties for customers;
— bills are overloaded with information, which adds to the confusion;
— information about offers and guidance on switching supplier is unclear.
These problems arise because of:
— poor pre-billing processes, including customer service, tariff and data management, meter reading and
provision of information to customers on billing-related matters;
— unsatisfactory billing procedures and practices, leading to delayed or inaccurate bills;
— poorly presented bills and statements, which are unclear for customers;
— ineffective post-billing processes to deal with:
— disputes and enquiries;
— payment and debt collection;
— consumers in vulnerable circumstances;
— final bills for customers changing supplier;
— inaccurate customer expectations, based on confusing advertising or promotional material and
complicated tariffs.
Clearer bills will assist customers to verify the accuracy of billed charges and will increase customers’ confidence
in their bills and their supplier’s performance. Where alternative suppliers are available to the customer, this
will also help customers to choose the supplier that best meets their needs. Suppliers are likely to benefit from
fewer complaints, leading to lower operating costs, easier recovery of debts and higher levels of customer
satisfaction, which will help them retain market share. Establishing a common International Standard will also
assist companies that own utilities in more than one territory to reduce their costs, by adopting common billing
processes and systems in different countries.
This International Standard provides a tool for suppliers of utility services to ensure that their processes enable
customers to be provided with clearly comprehensible, accurate, timely and complete bills, and to have access
to sufficient billing-related information to enable them to verify the accuracy of billed charges. It is intended that
this International Standard:
a) defines the minimum requirements for the billing and payment collection processes;
b) prevents or reduces complaints, by addressing issues that have been the source of frequent complaints;
c) ensures that suppliers deal with customers on billing matters in an appropriate and consistent manner;
d) provides a fairer basis for an ongoing relationship between utility companies and customers;
e) provides benchmarks for the level of customer expectations;
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ISO 14452:2012(E)
f) allows for the implementation of smart metering technology and the provision of improved information
to customers;
g) offers scope for innovation in billing, which will enable suppliers to differentiate their services to customers
in a competitive market.
This International Standard is aimed at utility bills which include an element of metered or measured
consumption. Many of the key principles in this International Standard will, however, apply to all forms of billing,
and suppliers are therefore encouraged to adopt the requirements in this International Standard even if usage
is not metered or otherwise measured.
While the provisions of this International Standard are considered to be generally applicable globally, it is
recognized that many regional or national factors might require adaptations or exceptions in order to meet
prevailing cultural, social, economic, regulatory and even climatic conditions.
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INTERNATIONAL STANDARD ISO 14452:2012(E)
Network services billing — Requirements
1 Scope
This International Standard specifies the minimum requirements for billing of all consumption-based utility
network services to domestic customers. It covers the processes required to produce the bill and to deal with
issues that arise after the bill has been sent, as well as the content of the billing document or statement. This
International Standard is applicable to utility network services that are unmetered, metered at the point of
delivery or metered remotely (e.g. on the supplier’s own premises), and it covers any unmetered or unmeasured
charges appearing on the same bill as metered or measured charges, as well as flat rate charges.
NOTE 1 Utility network services include electricity supply, water, sanitation, gas supply, district heating and
communications.
NOTE 2 The requirements given in this International Standard are also applicable to other consumers who are legally
entitled to use the service provided by the supplier, except where in order to comply with privacy or data protection
requirements, it is necessary for the supplier to obtain the authority of the registered customer before dealing with another
consumer on billing matters.
This International Standard does not cover pricing, except for a requirement to provide information to
customers. It is only applicable to billing for consumption-based utility network services and it applies to all bills
or statements for utility network services where there is an ongoing account relationship between the customer
and the supplier, regardless of the payment method used.
NOTE 3 This includes bills for metered consumption, bills where a formula is used to estimate consumption (e.g. water
bills based on the number of persons per household or the size of the house), or where a flat rate fee is charged regardless
of consumption (e.g. telephony or internet bills where the tariff allows unlimited usage). It also applies to prepayment
customers, where a bill or account from the supplier is necessary to enable the customer to reconcile the amount paid
in advance with the cost of consumption, or where the customer expects to receive a bill based on point of sale or other
advertising (e.g. mobile telephony and energy metering) where codes, keys, electronic dongles or electronic cards are
used to load and reload the service and to indicate what was purchased.
NOTE 4 Services that are not billed [e.g. mobile telephony paid for by pre-purchased SIM (Subscriber Identity Module)
cards that are unmetered] and services that are funded directly by the taxpayer without bills being issued are not covered
by this International Standard.
NOTE 5 Many of the key principles in this International Standard also apply to all forms of billing, and suppliers are
therefore encouraged to adopt the relevant requirements in this International Standard for billing of other services.
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
account
supplier’s record of a customer’s bill and associated charges, and of billing arrangements with the customer for
the service(s) required, including customer information to assist with customer enquiries and credit assessment
and management
2.2
bill
invoice issued by a supplier to a customer in paper or electronic form, notifying charges due to be paid by the
customer for products and services purchased, requested, acquired or used by the customer
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ISO 14452:2012(E)
2.3
billing
function whereby charges generated by a network accounting function are transformed into bills
EXAMPLE The following processes are included within the billing function:
— calculating, applying and setting out the charges incurred by a customer during the billing period;
— calculating, applying and setting out any debts or credits outstanding or discounts due, and calculating the net
amount to be paid by the customer or adjusted against prepayments made by the customer;
— issuing and delivering the bill;
— the incremental debiting of a prepaid account based on the service utilized;
— handling billing enquiries from the customer;
— receiving and acknowledging receipt of payments made by the customer.
2.4
billing accuracy
correctness of charges included in a bill to a customer, in terms of consistency with what the customer has
requested, subscribed, purchased, acquired or utilized, and in compliance with the supplier’s contracted or
published tariffs and any discounts due
NOTE For a prepaid account, billing accuracy includes the incremental debiting of the account for the service used,
based on the advertised rate.
2.5
billing address
address given by the customer to which the bill is provided
NOTE The address is either a postal address or an electronic address.
2.6
billed charge
amount billed by a supplier to a customer
2.7
billing complaint
expression of dissatisfaction or grievance by a customer, to which the customer expects a response from the
supplier, about any aspect of the customer’s bill or the supplier’s billing service
NOTE This includes complaints made verbally, by telephone or face to face, and complaints made in writing, by hard
copy or electronically.
2.8
billing dispute
pursued, unresolved customer billing complaint
2.9
billing enquiry
request to a supplier by a customer for information about charges or other content on the supplier’s bill, or
about other aspects of the supplier’s billing service, relevant to that customer
2.10
billing option
billing-related feature, usually at no charge, which a customer can choose
EXAMPLE Billing frequency.
2.11
billing period
period of time, typically a month or quarter, or the end dates to which charges are billed
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2.12
billing product
enhanced billing-related offering, usually subject to a fee, to a customer or group of customers
2.13
billing timeliness
meeting of stipulated time-related performance standards associated with billing activities
2.14
calibration
expected and designed relationship in respect of prepayment meters, between energy or communication units
consumed and payment made or debited
NOTE This includes any provision for debt recovery.
2.15
charge
tariff or fee levied by a supplier for the provision of a product, service or transaction, or for a third party
product or service
2.16
combined heat and power
system that uses waste heat from electricity production, in order to provide hot water and space heating for
neighbouring buildings
2.17
communications
fixed line and wireless telephony, including mobile and cell phones, satellite and cable television, and data
services such as internet or multi-media entertainment
2.18
consumer
individual member of the general public, purchasing or using goods, property or services, for private purposes
NOTE For network billing, this will be a person other than the customer registered at that address who is entitled to
use the service provided by the supplier to the bill payer.
2.19
customer
person or entity legally responsible for payment, or a consumer legally entitled to use the service provided by
the supplier to the bill payer
NOTE To comply with privacy or data protection requirements, the authority of the bill payer or registered customer
is required before dealing with another consumer on billing matters.
2.20
customer vulnerability
customer in vulnerable circumstances
temporary or permanent condition in which a customer is at greater than average risk of being put at a disadvantage
in accessing the service, dealing with the supplier, or seeking redress, and/or can have particular problems due
to unusually high need for the service, lack of suitable alternative services or severe financial difficulties
NOTE This term is used rather than the term “vulnerable customers”, because the latter term implies that vulnerability
is a constant state and can be applied to set groups of people with certain characteristics, affecting all of their transactions
and interactions. In reality, vulnerability can affect any customer and cannot be applied to fixed, identifiable groups of
customers with certain characteristics or personal circumstances.
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2.21
direct debit
standing order
automatic payment of a fixed or variable amount from the customer’s nominated financial institution account,
as agreed with the customer
NOTE This also includes regular fixed payments made by a standing order instruction given by customers to their bank.
2.22
discount
pricing offer resulting in a variation, in the customer’s favour, from a supplier’s tariff or fee
NOTE These variations result from individual supplier/customer agreements, rebates as compensation for service
interruptions or other incidents, or from wider market offerings.
2.23
district heating
heating systems that distribute steam or hot water through pipes to a number of buildings across a district
NOTE Heat is provided from a variety of sources, including geothermal, combined heat and power plants, waste heat
from industry, or purpose-built heating plants.
2.24
domestic customer
end user or customer living in a domestic household supplied under a domestic contract or tariff, purchasing
product for the customer’s private, personal or household use, and excluding any commercial activities
NOTE This is the person normally permitted to discuss service and billing matters with the service provider.
2.25
electricity
supply of mains electricity to customers from the grid, including electricity generated or exported by the
customer and fed back into the electricity grid
2.26
electronic bill
bill utilizing an electronic medium
2.27
essential service
supply of electricity, water, sanitation, gas and district heating
2.28
gas supply
supply of mains gas to customers through the transmission and distribution network
2.29
meter point administration/reference number
unique reference number often used in gas and electricity allocated to the site supplied and registered, which
does not relate to any particular meter installed at a property
2.30
payment method
method used by the customer to pay for the service
EXAMPLES Prepaid; payment in arrears; direct debit.
2.31
prepayment
purchase of a code, key, dongle or dongle content required prior to service usage being made available
NOTE This is commonly known as “pay-as-you-go”.
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2.32
product
good or service provided by the supplier
2.33
sanitation
provision of water and/or removal of waste water to or from sanitary appliances
2.34
statement
summary of information provided by a supplier recording items of debit and credit between itself and a customer
2.35
supplier
party undertaking to supply a service or services for which periodic billing is made
2.36
supply point identification number
unique identifier of a specific location to which a service is supplied
2.37
tariff
fixed or variable charge permitting calculation of the price to be levied by a supplier for the provision of a
product or service during the period used
2.38
third party
relevant organisation or individual other than the supplier or customer
2.39
third party charges
charges billed by a supplier, on behalf of another commercial entity, for goods and services provided by that
other commercial entity
2.40
water
water used for water supply
2.41
working days
days of the usual working week, excluding official public holidays
3 Billing process
3.1 Pre-billing process
3.1.1 Data standards
3.1.1.1 Processes shall be established covering the collection, validation, update, retention, privacy and
protection of all personal data that are obtained and used by the supplier or its agent for billing purposes,
including calculation of consumption, to ensure that:
a) the privacy and integrity of data held are maintained;
b) the information shown on bills is correct.
3.1.1.2 Where billing data are provided to the supplier by a third party (e.g. another supplier or a network
operator), processes shall be established to ensure their validity and accuracy. If the data are subsequently
retained by the supplier, then processes should also cover privacy and protection.
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3.1.1.3 Records of a customer’s bill and how the bill was arrived at, shall be retained for at least two years.
Those two-year billing records of former customers shall also be retained for at least one year after they have
left the supplier.
NOTE Any minimum period of time required by law is also relevant.
3.1.1.4 Changes to customer details shall be recorded in the supplier’s database within 10 working days of
the receipt of changes from the customer.
NOTE Any minimum period of time required by law is also relevant.
3.1.1.5 Target performance levels shall be established for each element of the data standards and performance
against the targets shall be monitored and reported to senior management on a regular basis, with action taken
to address any failures. Where required, this information shall also be reported to the relevant sectoral regulator.
3.1.2 Meter readings
3.1.2.1 Unless remote or automatic meter reading is used, where it is necessary to obtain a meter
reading in order to calculate an accurate bill:
a) Processes shall be established, and made publicly available, to obtain an actual meter reading or a
customer’s own reading on which to base each periodic bill;
b) performance targets shall be established and published in respect of the accuracy and frequency of meter
readings collected by the supplier or its agent, and the extent to which the targets have been achieved;
c) information on the frequency of meter reading should be published where this activity is the responsibility
of an independent third party (e.g. a network operator);
d) a policy shall be devised and implemented to engage proactively to encourage and facilitate customers
providing a reading, and to provide “out-of-hours” meter reading services where requested by a customer.
3.1.2.2 These processes shall have clear audit trails and shall be audited internally on a regular basis.
3.1.2.3 Where the meter stops working and it is necessary to estimate the consumption, the policy and
procedure for calculating the estimated consumption should be disclosed and the estimate should be agreed with
the customer. If agreement cannot be reached, the billing disputes process should be used to resolve the issue.
3.1.2.4 If remote or automatic reading is used, but is unable to provide a reading which can be used for billing,
the requirements in 3.1.2.1 a) and 3.2.2.1 should be followed to obtain manual meter readings, using customer
meter readings and estimated meter readings.
3.1.3 Other consumer data
For charges relating to non-metered consumption, where other data are used to calculate usage, the data used
as the basis for such charges shall be open for review.
EXAMPLE 1 The number of persons per household.
EXAMPLE 2 The size or value of the house or other relevant information used to calculate non-metered consumption.
EXAMPLE 3 For communications billing, the number of calls or minutes, the number of calls received and other
communication unit data.
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3.1.4 Definitions of products/services
For each product/service provided, customers shall be provided at the outset with clear details of the following:
a) the product or service that the customer should expect to receive, including any limitations on
continuity of supply;
b) terms and conditions;
c) prices and discounts relating to their product/service and bill, including any additional charges, time limit
for discounts and the formulae for calculation of non-metered charges (e.g. standing charges, per capita
charges, other fixed charges of a non-volumetric nature);
d) billing arrangements and options;
e) payment arrangements and options;
f) any additional charges associated with specific billing or payment options;
g) any limitations relating to the product, such as any interruption of supply, or any responsibilities of the
customer to notify the supplier of changes which may affect the provision of the product;
h) any rebates, compensation and/or concessions related to service failures;
i) communication channels and contact information, including for emergencies;
j) dispute resolution arrangements;
k) particular services or assistance available for customers with specific needs.
3.1.5 Provision of additional information requested by customers
In response to a request from a customer, information on billing and prices shall be provided without charge,
including further information on individual items appearing on the bill in the current or two previous billing
periods. A charge shall not be levied for the provision of information required to resolve a bona fide billing
dispute in relation to the current or previous billing periods. Where a charge is levied, the fee shall be limited
to the reasonable cost of providing that information and the customer shall be informed of the fee in advance.
3.1.6 Changes of a significant nature
Changes of a significant nature shall be notified to individual customers prior to implementation, and confirmed
in the next bill after the change.
NOTE A significant change is any change which impacts on previously notified prices, rebates, concessions, payment
terms or the level of service provided
3.2 Billing principles
3.2.1 Timeliness
3.2.1.1 Bills shall cover an agreed regular period and shall normally be sent within 15 working days of the end
of that period, unless one of the following applies:
a) there is a separate agreement with the customer;
b) additional information is included, such as usage analysis or other detail that is needed by the customer,
which requires extra processing time;
c) the bill is delayed while charges or consumption are validated, or other quality checks are completed.
3.2.1.2 The payment due date should be at least 10 days after the date on which the bill is issued.
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3.2.1.3 All charges, rebates or concessions relating to the current billing period shall be incorporated in the
current bill.
3.2.1.4 Charges relating to usage in a period of more than 12 months prior to the bill date, which have not
previously been billed, shall not be included in the bill if one of the following applies:
a) the supplier has received the necessary notifications but failed to set up a record on their billing systems;
b) the supplier has failed to set up or maintain accurate meter and metering data,
c) the supplier has failed to use valid readings or other data provided by the customer or data collector;
d) the supplier has failed to reassess regular payments within the previous 15 months, based on accurate
information available to them, or has failed to communicate the need for and use of a customer’s own
reading at this time;
e) the supplier has failed to attempt to obtain a valid reading during the previous 15 months;
f) the supplier has failed to send a bill to the customer or to the billing address during the previous 12 months,
unless the express agreement with the individual customer allows for this.
3.2.1.5 Charges relating to a usage in a period of more than 12 months prior to the bill date may be included
in the bill where the following can be demonstrated:
— the customer has given permission to do so and the supplier has recorded that permission;
— the customer has used the supply, but has not made any attempt to contact the supplier or arrange payment;
— the customer is wilfully avoiding payment;
— the customer has not co-operated with attempts to obtain meter readings or resolve billing enquiries
required to facilitate accurate bill production.
3.2.1.6 Subsequent billing of charges for earlier periods should be subject to dispute resolution with ultimate
recourse to independent assessment if agreement is not reached.
3.2.1.7 Customers whose payment method (e.g. direct debit or prepayment) requires statements, or who
have requested statements, shall receive them at agreed intervals (but not less than annually), together with
guidance on how to check their accuracy and how to notify any discrepancies.
3.2.1.8 Statements should be provided to gas and electricity customers with prepayment meters and to prepaid
mobile telephone customers, who make payments in advance which are
...
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