ISO Standard Project Targets Transparent Utilities Billing

March 31, 2008 // Published as a news service by IHS

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An International Organization for Standardization (ISO) project committee (PC), ISO/PC 239 - Network services billing, will develop a standard providing a framework for transparent billing information and enquiry redress systems, as well as a customer-oriented approach to billing and the provision of retail network services.

The standard will be designed for gas and electricity utilities, but also for use by other utilities, such as water and telecommunications.

According to ISO, billing is one of the main sources of customer complaints against utilities.

Research shows that in the U.K. alone, inaccurate and untimely billing cost customers more than GBP 10 million in 2004.

Businesses also stand to lose. Results for 2004 in the U.K. showed that utilities were owed more than GBP 1 billion by customers, which not only constitutes a financial loss, but may also indicate a loss of customer loyalty and satisfaction.

The new ISO standard will provide guidance on dealing with consumer concerns about billing practices. According to ISO, consumers will find it easier to read and understand their bills and verify their accuracy.

According to ISO, utilities will benefit from increased efficiency and cost savings. By producing timely coherent bills that can overcome language and cultural barriers, they will save millions on responses to customer complaints.

Overall, ISO said, the standard will disseminate best practice on contemporary customer service and in reaching sound outcomes in the event of problems.

Source: International Organization for Standardization (ISO).