Traditional Meter Timeclock Issues & Resolution

A potential problem with a traditional meter or timeclock equipment may be identified by ESB Networks in a few ways:

• An ESB Networks Contracted Meter Reader or Technician visually inspects the meter and reports a problem 
• Validation of a meter reading identifies a potential problem
• Analysis conducted by ESB Networks/Supplier identifies a potential problem  

If a potential problem with a traditional Day Night meter or timeclock equipment is identified by ESB Networks. We will write to the customer to inform them of the potential problem.

Customers may also identify a potential problem.  If you suspect that there may be a problem with your meter and/or timeclock then you should contact your supplier who will report the suspected problem to ESB Networks on your behalf.

However, if you have safety concerns in relation to your meter you should report the problem directly to ESB Networks on our emergency number 1800 372 999

ESB Networks will investigate the potential problem which may include visiting the site of the meter to carry out repairs or replacement of the meter and/or timeclock.  All replacement of equipment is logged by ESB Networks.  The registered supplier of the customer with the associated MPRN will be notified if the visit results in the meter being exchanged.

ESB Networks will include all accounts with a replacement Day Night meter or timeclock in a review process as a matter of course.

Following the resolution of the meter issue, ESB Networks will review the consumption history and assess whether an adjustment to historic consumption is due.  If there is an adjustment due, we will analyse historic consumption combined with any other information available to determine a fault period.  This produces an initial estimation of consumption based on historic consumption patterns.  On occasion it may not be possible to use the historic consumption information to calculate a consumption adjustment.  This can arise if there is no obvious equipment failure date.  Should this occur, ESB Networks may be required to use consumption data from the new meter and/or timeclock to calculate the adjustment. 

However, if no actual reading is received for the new meter and/or timeclock within 4 months of the equipment replacement then a 62:38 ratio (average Day:Night consumption split) is used to calculate the adjustment.  The apportionment is informed by the CRU Supplier Handbook.

We will write to the customer where a credit adjustment is calculated as being due to let them know the estimated units that were allocated incorrectly to the Day register. There is no action required on the customers part as we will also issue  the initial estimated units  to the current registered supplier in line with Rules for the Application of DUos Tariff Group. The supplier should then credit the units to the customer’s account. Any billing queries should be directed to the customers electricity supplier. Where the customer was registered with another supplier/s during the period in question, the full refund will be advised to the current registered supplier.  Under Section 11 of the Statute of Limitations Act 1957, any rebate will apply up to a maximum of six years from the date the metering issue is resolved.  

The current registered supplier can engage further with ESB Networks on the customers behalf in relation to the initial calculation.  The customer, through their supplier, can also provide additional information with regards to consumption patterns which may be taken into consideration by ESB Networks when deriving the adjustment required. 

ESB Networks will not process a retrospective adjustment on the account where an additional charge is calculated as being due.  However, customers should note that their consumption as recorded by the meter and/or timeclock may increase following the resolution of the meter issue which may result in an increase in bills they receive from their supplier.   

All account reviews are completed objectively and informed by the CRU Supplier Handbook. The regulatory model under which ESB Networks operates means that we are indifferent financially to the value of any adjustment calculated. Please see CRU Energy Networks Revenues & Tariffs - 5 Year Allowance for more information.