IBERDROLA - General concepts, billing and FE/MAC

ENERGY SECTOR

Distributor: i-DE Intelligent Electric Networks. It is the company that brings you the
energy to home, the owner of the facilities. One cannot choose, it is the one available in
a geographical area.
marketers:
Mercado Libre (ML): Iberdrola Customers (CLI).
Regulated Market (RM): Curenergia Last Resort Seller
(CUR). Fixed prices, you cannot offer insurance or other services.

ClientsZAR (High Ratio Zone). Clients whose distributor is Iberdrola (i-DE).

Clients ZBR (Low Ratio Zone). Clients whose distributor is NOT Iberdrola (i-DE).
All clients are of this type because Iberdrola does not distribute gas.

DH: Time Discrimination. If the price of kWh changes depending on the time of day. In Market
Currently, there are 3 periods, from most expensive to cheapest: peak, flat, and valley.

Extension rights (kept for 3 years) and access rights (not kept).
they pay the distributor for the necessary infrastructure to connect the electricity, modify the
contracted power or reactivate a supply that has been discontinued for more than
three years.

Concepts of an invoice:
-TP: Term of power/contracted/invoiced power (fixed amount). The price
depends on the kW of contracted power x number of days x price tp (this price includes
2 things: tolls from the distributor + margin of the marketer.
TE: Energy term/energy consumed = kWh consumed x price of kWh
this price includes 2 things: distributor tolls + margin of the
marketing company.
IM-EL: Electricity tax.
ALQ: Counter rental.
- Products and services contracted by the customer (only in ML). For example:
PRELH: Home electrical protection
-DSTSC: % Discount on consumption
Home Electric Protection Discount
VAT.

How to advise the client on what power to contract? Calculator on the website of
Iberdrola. It will be indicative and will depend on which appliances you are going to use, how much you
and if he will use them at the same time.

Counters: all are digital today. If there are estimated readings on a bill.
it is usually because the distributor does not send the meter data to the
marketing company, and that error is usually corrected in the next invoice.

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Info in Delta:
-NOR: invoice with actual reading.
-NOR (R): invoice with standardized invoice with actual reading.
NOR (E): bill with estimated reading.
NOR (L): invoice with intermediate reading.
-NOR (M): invoice with reading that regularizes the NOR (E) and the NTP.
NOR (C): invoice in which a creditor amount has been offset.
-NTP: natural due to power termination (they have only charged the minimum).
-DPL: security deposit invoice (for new clients).
remote-controlled meter
corrected invoice.
-RA: corrective invoice, which has rectified a DA.
The DA is modified when it has been rectified, and the RA replaces and rectifies the DA.
CCH: load curve, used to provide more information to the customer about their consumption by days and
hours, the button is currently set to select on the invoice of the dates that
I want to see.

invoice_data
Billing period: days during which kWh are being charged.
Invoice issue date: the day the invoice is sent to the client.
Expected charge date: the day the invoice amount will be charged. Always 8 days
after the date of issue.

BIE/CIE: Bulletin/Certificate of Electrical Installations. It is the maximum power.

contractor that allows for the installation of a house. It is mandatory for any place to have it.
It must have a counter. There should always be a copy in the hands of the distributor.
CUPS: Universal Supply Point Code. It's like the ID of the electrical installation.
of a house (the ID of an accountant).

The i-DE code (Iberdrola distributor) is 0021.

The following 12 figures are the 'ID' as such.
The last two digits are mandatory, Iberdrola does not use them.
The CUPS is usually on the invoice on the second page at the top.
This number can be found on the second page of the invoice, at the very top.

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GAS

Iberdrola has no distributor, only ML and MR marketers.

The company that brings gas to Spain is ENAGAS.
To transport gas within Spain, there are several companies. Naturgy, for example, in
many autonomous communities.

There is also a CUPS code, which works the same way. Iberdrola does not have a 4-digit code.
because it is not a distributor, only a marketer.

CIG: Gas Installation Certificate (equivalent to BIE/CIE). There is a copy in possession.

from the distributor.

Meters: they are all analog, the customer has to provide the reading manually or has
That a technician from the distributor should go to provide real values.
Boilers: they recirculate the water. They consume more power because they have two circuits: ACS
(sanitary hot water) and heating.
Heaters: they do not recirculate water. They consume less power because they only have a
circuit (ACS).

Invoice concepts: (MISSING TO ADD DELTA ABBREVIATIONS)

Fixed term. It would be equivalent to the contracted power in electricity. It is the
price to pay to access the service. It's like what you have to pay.
because they reserve a certain amount of gas for your use.
While in electricity it is calculated according to the contracted kWh, in gas it is a
fixed price. This price depends on the contracted rate.
When a person installs gas, they choose which rate they want based on their needs.
normally depending on whether it has a boiler or water heater, if you live in a very
cold...), but from the year it adjusts based on the spending of the previous year (both
for ML like MR).
Tariff 1 (3.1 or TUR.1) is for <5000 kW/year. The fixed term is cheaper, but
more expensive the kW/h (consumption).
Rate 2 (3.2 or TUR.2) is for consumption between 5000 and 50000 kW/year. It is more
expensive fixed term, but cheaper consumption.
- Variable term. It is what you spend. Gas is measured in cubic meters (m³) in the
meter but is charged in kWh because the gas that arrives at a house varies a lot,
it can change its purity (and therefore the kWh obtained per m³ of gas are
different depending on that purity), and their characteristics also change according to the
atmospheric conditions (for example, it can expand when cooled). To do this, the
m3 are multiplied by the FCS (superior calorific factor) and the FC (factor of

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 conversion). This results in the kWh. These values are published in the BOE and
They are reviewed periodically.
Canon IRC (Common Receiver Installation). It is a charge that is made once a year.
for maintenance, it has a price for the entire building and the cost is distributed among
all gas users of the building. It is usually charged for 20 years if there are no
repairs, fixes...
The price is related to the number of subscribers in the building, the type
of installation...
Canon IRI (Individual Receiving Installation).
Natural gas tax. It is charged as a fixed amount on kWh.
consumed, therefore it does not apply to the fixed term.
Rental counter.
Other services. In this case, they can apply to both CLI and CUR clients.
like in electricity, where CUR customers do not have access to these services).
example:
PMG: Gas Maintenance Pack. Covers an annual review and two repairs.
per year. It does not cover the periodic inspection every 5 years.
An inspection by the distributor every 5 years is mandatory by government order.
The invoice breaks down into two items:
Administrative work.
Physical work.
-VAT.

(GAS: actual reading / GAS (E): estimated reading)

As of October 1, the fixed and variable term amount changes:

- The amount of the fixed term of the bill will depend on the number of days in the period.
billed, that is, an amount is billed in €/day, when it was previously billed
monthly regardless of the billing days
New gas rates: more adjusted prices, and changes in toll amounts.
positions.
- New breakdown in the invoice corresponding to system charges. It is not a
new concept, it was already included in the price, it will just be invoiced for now
separate.

If the customer asks: How will I know what my new rate will be starting from October 1, 2021?
The assignment of your new toll rate will be carried out by the distributing company based on
account for the consumption recorded in the period from July 1, 2020 to the 30
June 2021.

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In the case of a new supply, it will be established based on the estimated consumption.
Starting from October 1st, we will inform you in the invoice of the assigned rate by the
distributing company. You can also consult this information in My Customer Area or from
the Iberdrola Customers App.

WHAT DO I DO WHEN THEY CALL ME?

Hello, good morning. My name is Natalia. How can I help you? (Positive attitude and
safe!)

I listen WITHOUT interrupting and write down the information they give me (especially if it is about PSI).
I put myself in the customer's shoes when they are angry, I understand.
Let it be known that I am willing to help; if I need to consult something: that I do not
feels abandoned (every 45/60 seconds you have to say something to them).
If I have to transfer to another department: put in value.
- Reformulate with questions what has been asked of me to ensure that I am going to do it.
what you need. For example: "so, did you want to check that your social bonus is already
Active? Very well, we will consult it immediately." "So, do you think that it is
Is it possible that your counter is not working correctly?
Do not give additional information. For example, if I have to transfer to GEIR because a
The contract is inactive, I tell you that I will transfer you to a specialist department.
but I don’t tell him it’s because the contract is inactive, because otherwise the client might
start to ask why and my TMO (Average Time of Operation) increases.

When they finish speaking: ask if they are the holder (close relatives are valid for)
many procedures).

If I realize that the client only wants general information (the type of info that
Anyone could find it on the web) it is not necessary to pass PSI, we avoid increasing TMO.

Whenever the client wants sensitive information or to change things in the contract: introduce PSI
in a NATURAL way:

1st: ID (or CIF, passport...) or contract reference.

2nd: First surname of the holder (or name of the company).
3rd: Name and number of the street where the supply is located (NOT the fiscal address).
4th: Contact phone number, or email, or bank account number (last 8 digits), or
CUPS, or REF contract/ID (the one that was not provided at the beginning).
If it is a complaint, the complaint number is sufficient for me.

Always help the customer to pass the PSI, pointing out where they could find the information.
What is asked of him, that it not be frustrating for the client.
After passing PSI: make sure that the email and phone number are correct and update them.
(update databases: DBs).

When I open the client info in Delta, I click on Active Assets (button on the right) so that I can
all contracts are released.

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At the end of the call, never say 'Can I help you with anything else?', it's better to say something like:
I hope I have been helpful to you, thank you for calling Iberdrola, for example. To not
increase TMO.

In BILLING calls: always offer FIXED FEE, if I see that the customer DOES NOT
You have it registered, I invite you to register the invoice, if I see that you don't have an electronic invoice.
I invite you to do it.

Possible problems when calling the wrong number:

CUR PHONE → CUR Client or MIXED → I only inform you about your contracts in CUR. I do not
I can offer to switch to CLI. I cannot offer you services or electricity offers. If NOT
You have gas in CLI, I can offer you to switch your gas to CUR. I can offer to hire services.
of GAS.

PHONE CUR → Customer CLI who wants information about their contracts → I inform him that
Iberdrola has two marketing companies, and since I do not see their contracts in CUR (even if it is
lie) most likely their contracts are in CLI and I give you the correct number (900 225
Only if he asks me, I will pass it on directly, prior recording of consent.

CUR PHONE → Client CLI (or from another provider) who wants to switch to CUR
I'll handle it as if I were a new customer.

CUR PHONE → Customer who wants to switch to CUR with debts → I tell him to pay first and
then I will discharge him (in reality it is not mandatory, one can register in CUR even with debts)

CLI PHONE → CLI Client or MIXED → I inform you of your contracts in CLI.

CLI PHONE → CLI or MIXED Client who wants to switch to another vendor for
PRICE or what he wants offers, discounts... → I try to convince him to keep ALL of them
offers at my disposal → if he refuses, I inform him that I will transfer him to a specialist department
that will study your case (TRANSFER TO HOLD, in comments indicate that he has rejected my
offers).

CLI PHONE → CLI or MIXED Client who wants to switch to CUR for SOCIAL BONUS (SB)
I inform you on how you can process it:
1st: Through the website (there's no need to scan the documents, just take photos of them
as long as it looks good, that's enough.
2nd: Go to an Iberdrola information point. If you want to know where the closest one is.
close → Iberdrola Web → Contact → Scroll down → Enter postal code.
If it is a large family, it can be said that if they go to the information point, they will be
they process on the same day.
3rd: Postal mail: only offer if they insist that the other options are impossible for them.

PHONE CLI → Customer CUR or another marketer → Customer who requests offers, discounts or
new high → TRANSFER TO SALES

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PHONE CLI → Client CUR who wants information about their contracts → I inform you that
Iberdrola has two marketers, and since I do not see their contracts in CLI (even if it is
lie) it is most likely that their contracts are in CUR. I will give you the correct number (900 200
for another occasion, although this time I will take care of it directly.

Client asking for prices CUR → I cannot provide that info because it changes every hour.
Every day, the information can be found on the CNMC's website.

Customer with SOCIAL BONUS (SB) who wants offers or discounts → I inform that they already have the best one.
price that you can get.

Customer calling to complain that the bills arrive on different days, that in the
In the same month, two invoices have arrived... I inform you that according to the law it is perfectly legal.
that the readings are done with a difference of between 20 and 60 days between them, that's why sometimes
two arrive the same month and sometimes one arrives every two months. I tell him that I understand that
it can be a problem for someone to disrupt their monthly planning, that's why in
Iberdrola has the FIXED FEE.

Client who, when entering their ID, a notice appears that I cannot attend to the client → I inform them that the
The company phone is 900 400 408 for another occasion, and this time I TRANSFER IT TO COMPANIES.

Interactions: All transfers must be recorded and justified in

interactions.
You also have to leave all the information given to the client in interactions.
this is called TYPIFICATION).
Another type of interaction is CALLBACK (CB), which is done in cases where I can't.
do nothing or transfer.

Documentation: To view documents that the client has sent: Contract → Commercial contract
→ Contractual conditions → Document management.

If the client has to send documentation (proof of payment, ID...) to CLI:

[email protected], a CUR:[email protected] the subject put DNI
title or REF contract. It can also be sent by FAX: 901 20 20 22.

Payments: If a customer has to pay something, there is a order of preference:

1st: Direct debit. It is always the preferred option for Iberdrola.
2nd: Payment link or payment slip. The customer receives a link and pays with card: no
You have to move, it is very easy and comfortable, it is a secure platform.
3rd: Transfer. Only offer this method if none of the previous ones are accepted.
after much insistence.

INVOICING TOOL

ONLY for electricity bills. It is used in case a customer has many NTP, NOR.
(E)... in your bill, that is, that it lacks actual readings. It is also used in
in case the customer complains about the discrepancy in consumption between what is stated on the bill and
what it says on your counter.

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In this last case, if the tool says there is no problem, you can suggest
perform the vacuum test: lower ALL the differentials for 5 minutes and check if it has
changed the number.
If he continues to insist, he is told to go or call the general directorate of industry of his
province.

If it is only 1 NTP or 1 NOR (E) there is no need to go to the tool, it is informed that it is a failure.
punctual and will be resolved in the next billing cycle. Then a QUOTA is offered.
FIXED. If you do not want to, you are offered to call back when the next bill arrives if the
The corrected amount is very high to split the payment.

This tool is in the intranet, and it can be accessed from delta: Residential → management of
complaints and billing. The customer's information is sought using the contract REF.
Then the Argument section is completed; by clicking the button ACTION TO BE TAKEN the
the tool already tells us how to proceed:

EXPLAIN AND ARGUE: Explain that the invoiced amount/consumption can be a

a little higher than normal, but it is not disproportionate. Support your message on:
The CCH to tell you the days/hours that increase the average.
In the Invoice Indicators section, in the Amount indicator
If the ratio is greater than 1 at noon, we can say that it is possible that it is
consuming at more expensive hours.
The seasonal indicators to justify the increase in summer/winter.
GEIR
Comment: the billing tool indicates transfer to GEIR.
Explain to the client that you are going to transfer them to an expert department that is going to
study your case in depth, they will provide individualized follow-up and will continue to
informing by SMS.
SEND PHOTOGRAPH OF METER: it could be that your meter is not
behaving as expected, it is necessary for me to send a photo to
[email protected]/ [email protected] the matter, it must
enter the holder's ID or the contract reference.
We need to create a CALLBACK of the type: Billing / Request for
Management / Pending documentation, and assigned to BO tech UNS. Comment:
pending sending photo counter. This CB remains open for 15 days but for the client it is
ask her to send it as soon as possible. That as soon as we receive the photo, we...
we will get in touch with him again.
- FILE A COMPLAINT: the tool itself takes you to the screen of
claims. If the affected party is not the holder or is a company, it must be specified in
AFFECTED NON-HOLDER OF THE PS
When entering the ID, an error may occur because the client does not exist in Delta, to continue
We must create the customer in Delta.
If the tool gives an error due to issues with GDPR (General Data Protection Regulation)
Data Protection) the claim is created as if it were the holder.
In Entry Way Type always GEIR01.
In ID called: put a dot.
When the claim is created, it gives us the claim number, which is important.

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 make sure the client notes it and is informed that their case will be taken care of
a specialized department that will contact the client soon.
Sometimes the tool may request a photograph of the meter and open a complaint.
time.

IBERBILL

Billing tool for GAS. Billing → Rectifications/Self-readings Iberbill.

Correction: when the customer has a reading LESS than the last one → an invoice will be generated
grinding machine.
Self-reading: when a reading GREATER than the last one → it is informed that in the next invoice
it will come corrected.

Always say NO when the tool asks Do you want to download the PDF of the
invoice?

Possible errors in correction:

Values lower than the startup ones: TRANSFER TO GEIR.
Billing has been done for consumption: CALLBACK.
New invoice with anomalies: CALLBACK.
There is a significant difference in amount: I inform the client that they have to provide it.
reading the distributor, if your distributor is Madrileña Red de Gas via web or
WhatsApp (660 55 79 32), if your distributor is any other through the app:
YoLeoGas.
- If you cannot give the reading (inaccessible, outright refusal...): TRANSFER TO
GEIR.
-Client with a LOW contract (to see the reason: Request → Request Consultation → Reason
in column) that indicates a lower reading → TRANSFER TO GEIR.

Iberbill CALLBACKS: CREATE interaction:

Source: telephone number from which the client calls (CLI or CUR).
Reason: Billing.
Type: Invoice correction.
(the message that Iberbill has given me: anomalies or invoiced by
consumptions).
Assign to: GENERALIST UNS.
- Comments (there are two, the one below): indicate the reading that the client gives.
After doing this, MODIFY interaction: Manage CB → Assign to Adm/Invoice GAS CW→
Resend CB.

If there are doubts in TRANSFERRING TO GEIR use hangouts chat: CUSTOMS GEIR.

ELECTRONIC INVOICE (EI)

To register: Op. hiring → Contract maintenance.

When registering the FE, you need to inform that an email with a link will be sent, until then.
The form will not be registered. If you need it, we will help you complete it, we
we ensure that he does it.

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 Plans TAILORED TO YOU (PaTM): Stable Plan, Night, Choose 8h, Winter, Summer
Trade and Restoration → ONLY electronic invoice.

Exclusive plan and old plans allow paper or email invoicing.

In CUR both paper and email as well.

FE advantages to convince clients: better for the environment: lower spending on

paper; greater control of expenses: being able to consult the invoice before the charge is sent to
bank; more comfortable and accessible to have them all stored together.

A customer who says they receive the invoice with blank data is because they have not completed the
subscription process to FE.

To see if a client has the active subscription to FE: Contract → Commercial contract → where
Put Invoice Emission Type, on the right in the 3 dots (...) we click and it takes us to another screen → in
the Active Subscriptions column a N means no (we write the email again below to the
left and Accept).

Invoice duplicate: it can only be sent through the same method that the customer already has.
I always offer faith.
The reason why the customer requests a duplicate must be sought. Explore options for
solve it so that they don't call every month for the same reason:
-Customer who registers the VAT and thinks they should continue receiving it by postal mail → him
We explain that since the FE is already registered, they no longer receive them by postal mail, check.
also that the registration process has concluded.
Customer who has the FE activated but receives it at an email to which they do not have access.
Warning: the email of the FE may or may not be the same as the client record.
To change the email, click the pencil icon to the right of 'holder'.
The client did not finish completing the email validation process subscribed to FE and did not.
You are receiving the invoices. I also cannot send a duplicate if it is not validated.

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 Customer who does not remember their password: an email is sent to them to
reset it.

Check that the FE registration process has completed (via link in email): If it needs to be done again
send the activation link we inform you that it may be in the spam folder.

If it is a person who does not know how to use email, and has FA, it can be sent via SMS. In Ope.
Hiring → Contract maintenance. You will receive a link to open the invoice (it does not arrive the
invoice in the SMS directly).
Customers with payment link: the invoice SMS does NOT include the payment link, there are two.
2 different SMS.

Cases of TRANSFER TO OVC:

Topics related to the APP that you cannot resolve.
Authorizations to third parties.
User registration for legal entities.
Help for the hiring of Energy Wallet.

To carry out the transfer, it is explained to you that a specialist team will take over your case and it
They will call as soon as possible. Interactions → Reason: Support; Type and Subtype: consult in manual;
Assign to: OVC.

NO transfer: account creation FE, modify email, phone number, password reset…

MAC MANAGEMENTS

(My Customer Area: Iberdrola app). To know if you are registered, you can see it in Delta up at the
Left the Iberdrola symbol, if it is gray it is not activated; if the symbol
this color is that it is registered in the app.

To help a customer register for MAC → open MAC management manual.

Client complains that when they enter the app, their consumption is not updated → the distributor does not inform us.
has provided the data → DO NOT transfer to OVC.

In case a customer wants to change the contracted power through the app and asks me
I suggest that I do it myself to avoid mistakes.

A customer doesn't know what their username is and upon entering the simulator, you see that they have multiple users.
associated with the same email → I confirm with the client that they have access to that email and I
I remember the user to be the ID or the simplest alphanumeric to remember. After.
I request the OVC group to delete the rest of the users.
A client informs you that they cannot access the MAC because it is registered to an email that they no longer
I create a new subscription to the email provided by the client, and I
I will accompany until the registration process is completed through MAC. After that, I will escalate by
CB has the old user OVC for deletion.

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The client reports that they cannot access the MAC → I check from the simulator button if
he has an active user, and if so, I provide the email with which he registered to see if he has
access to it or if I should subscribe to a new one.

Other management tasks in which I can assist the client WITHOUT escalating to OVC:
Reminder of access keys for MAC
Help to access MAC
How to change the email/password associated with MAC
Self-management of the FE and invoice certificates
How to download an invoice certificate on MAC
Online bill payment
Hiring Customized Plans (PaTM) at MAC
Change of bank account, mailing address...
Modify the power
Complaints and claims
Together Against Cancer

CHANGE BANK ACCOUNT

There are two ways to access:

Sales → Change direct debit account
Contract

Click on the three dots to the right of Direct Debit. Account relationship → Add account: Fill in the IBAN,
copy the last 4 digits of the account and Accept.
Search → Paste the last 4 digits → Select Account
If the account holder and the contract are not the same person: fill in the details and where it says
Click the title. Mark the address, change the language, and then put it back.
Spanish. Accept.
Finally: Save → Finish Maintenance.

An automatic interaction will be created.

CHANGE MAILING ADDRESS

Two ways:
Sales → Change invoice address.
-Contract → Oper. contracting → Maintenance of contract → 3 points (...) to the right of
Invoice directory.

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