Do we need to speak to Ofcom to let them know we are applying for approval against the Ofcom Metering & Billing Direction?
Answer-No, your approval body will notify Ofcom on your behalf
Once we have applied for approval at what point, do we have to start reporting incidents
Answer-Once your application has been submitted and accepted
If we haven’t agreed measure’s yet, how do we know what an EPF threshold is?
Answer-if measures and thresholds have not yet been agreed please discuss with your AB
What happens if during the approval measurement period, we have a spike in performance, above agreed threshold, do we have to start the measurement period again, i.e., re start the clock?
Answer-No not necessarily, remember the period is a rolling 12 months. Each case would be reviewed individually by your AB (Approval Body).
Is there a template for the documents we need, e.g., HLD, MSD, Appraisals?
Answer-each AB will have its own reporting process so please speak to your AB for guidance
Do I need to report ALL billing incidents?
Answer-it is better to report an incident and withdraw the notification if it isn’t required than to fail to report something that is later identified as reportable but please discuss with your AB
Do we fail if we overcharge customers?
Answer-Not necessarily. Over charging requires monitoring and process controls within performance parameters agreed with the approval body. Impacted customers need to be credited or refunded, Click here for guidance
Where can I get a copy of the form for reporting incidents
Answer-each AB will have its own reporting process so please speak to your AB for guidance
Is it all changes that we have to notify you of, e.g. transformation programmes, merges/acquisitions, resource changes, website changes, annual price changes?
Answer-No. You will need to discuss this with your Approval Body, they will work with you to determine what changes have the potential to increase risk or could impact your TMBS.
Is there a form specifically for changes? where can I get a copy
Answer-speak to your specific AB for the notification forms used
Where can I find the “guidelines for the structure of a good TMBS” document