M00001543
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ISO 14452 1st Edition, July 1, 2012 Network services billing - Requirements
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Availability date: 07/13/2021
Description / Abstract:
This International Standard specifies the minimum requirements
for billing of all consumption-based utility network services to
domestic customers. It covers the processes required to produce the
bill and to deal with issues that arise after the bill has been
sent, as well as the content of the billing document or statement.
This International Standard is applicable to utility network
services that are unmetered, metered at the point of delivery or
metered remotely (e.g. on the supplier's own premises), and it
covers any unmetered or unmeasured charges appearing on the same
bill as metered or measured charges, as well as flat rate
charges.
NOTE 1 Utility network services include electricity supply,
water, sanitation, gas supply, district heating and
communications.
NOTE 2 The requirements given in this International Standard are
also applicable to other consumers who are legally entitled to use
the service provided by the supplier, except where in order to
comply with privacy or data protection requirements, it is
necessary for the supplier to obtain the authority of the
registered customer before dealing with another consumer on billing
matters.
This International Standard does not cover pricing, except for a
requirement to provide information to customers. It is only
applicable to billing for consumption-based utility network
services and it applies to all bills or statements for utility
network services where there is an ongoing account relationship
between the customer and the supplier, regardless of the payment
method used.
NOTE 3 This includes bills for metered consumption, bills where
a formula is used to estimate consumption (e.g. water bills based
on the number of persons per household or the size of the house),
or where a flat rate fee is charged regardless of consumption (e.g.
telephony or internet bills where the tariff allows unlimited
usage). It also applies to prepayment customers, where a bill or
account from the supplier is necessary to enable the customer to
reconcile the amount paid in advance with the cost of consumption,
or where the customer expects to receive a bill based on point of
sale or other advertising (e.g. mobile telephony and energy
metering) where codes, keys, electronic dongles or electronic cards
are used to load and reload the service and to indicate what was
purchased.
NOTE 4 Services that are not billed [e.g. mobile telephony paid
for by pre-purchased SIM (Subscriber Identity Module) cards that
are unmetered] and services that are funded directly by the
taxpayer without bills being issued are not covered by this
International Standard.
NOTE 5 Many of the key principles in this International Standard
also apply to all forms of billing, and suppliers are therefore
encouraged to adopt the relevant requirements in this International
Standard for billing of other services.