Delayed, missing or amended meter data

Delays in transferring meter data between the MSP and the retailer are often the cause of estimated bills, rebills and backbills. In some cases, the meter data is missing altogether.

Customers with smart meters complain to EWON about substantial billing delays of six to 12 months or more. Customers often tell us their retailer has explained that the billing delays are because of problems obtaining their meter data from the MSP.

This breakdown of process, results in confusing rebills or backbills that can have serious financial impacts on the customer. When this happens, customers often complain that they shouldn’t have received amended charges based on new meter readings when they have a smart meter at their home that can be remotely read by the retailer.

When EWON investigates these complaints further, energy retailers often explain that they issued a backbill because they received updated meter data from the MSP after issuing the original bill. 

 Case study three: Missing solar feed-in credits and delayed bills

 Case study four: Delays in the provision of metering services