costs of pre-pay electricity meter key replacement

Summary

The request sought details on the costs and reasons for replacing pre-pay electricity meter keys, including out-of-hours call-outs and collection at shops or headquarters. The Manx Utilities Authority disclosed that they dispatch Meter Technicians rather than engineers, explained the necessity of on-site visits for supply restoration, and provided specific internal costs for key devices and transaction fees.

Key Facts

• Manx Utilities dispatches Meter Technicians, not professional engineers, to replace pre-pay meter keys.
• Out-of-hours call-out charges vary based on overtime rates and average call-out duration of 2 hours.
• Technicians must attend premises to ensure functioning supply and resolve faults with keys or meters.
• The internal cost of a key device to Manx Utilities is £4.59.
• The transaction charge to create a key at a store is 28p.

Data Disclosed

• £4.59
• 28p
• 2 hours
• 2019-04-29
• 2019-05-10
• case_id: 804965

Original Request

hello, I would like to find out the costs of replacing a pre-pay electricity meter keys, and the cost during non business hours to replace keys. and the reason for an engineer being required to perform the task. i.e. - the cost involved if an engineer has to travel to customer address to replace lost pre-pay meter key. - the reason an engineer must be called out to perform the task outside of normal business hours. - the cost involved replacing a key at one of the designated shops, where replacements can be collected (according to MUA website) - the cost involved replacing a key from the MUA ballacottier HQ thank you.

Data Tables (1)

Full Response Text

Manx Utilities PO Box 177, Douglas Isle of Man, IM99 1PS

e: enquiries@manxutilities.im t: 01624 687687 www.manxutilities.im

Our ref: 804965 10 May 2019

Dear ###

We write further to your request which was received on 29 April 2019 and which states:

I would like to find out the costs of replacing a pre-pay electricity meter keys, and the cost during non business hours to replace keys. and the reason for an engineer being required to perform the task. i.e. - the cost involved if an engineer has to travel to customer address to replace lost pre-pay meter key. - the reason an engineer must be called out to perform the task outside of normal business hours. - the cost involved replacing a key at one of the designated shops, where replacements can be collected (according to MUA website) - the cost involved replacing a key from the MUA ballacottier HQ Our response to your request is as follows: Question: The cost involved if an engineer has to travel to customer address to replace lost pre- pay meter key. Answer: Manx Utilities does not dispatch engineers (usually defined by the holding of a professional engineering qualification or admission to membership of a relevant engineering body) but dispatches Meter Technicians to deal with replacing pre-pay electricity meter keys.
The cost of providing this service outside normal business hours varies for each call- out and comprises of a number of elements. These include the hourly cost of a Meter Technician attending a call-out, overheads specific to the Meter Technician (such as the Meter Technician’s vehicle, fuel and equipment) and allocation of other indirect overhead costs (for example, the costs of administration associated with receiving, recording and actioning the call-out). The amounts charged to customers are intended to cover the average cost of individual call outs. Higher charges are applied where costs will be foreseeably higher, for example on days and times when overtime rates are higher Average costs are used where costs are less predictable, for example call

outs can take different amounts of time (including travelling time) but the charges are based on an average call-out duration of 2 hours. Manx Utilities’ charges for out of hours call outs are set out in its Pay As You Go Meter User Guide, available at https://www.manxutilities.im/media/1419/payg-meter-user- guide.pdf. Question: The reason an engineer must be called out to perform the task outside of normal business hours. Answer: A Meter Technician is required to attend a customer’s premises to replace Key devices as they have the necessary training and experience on the prepayment meters to ensure a customer can be left with a functioning electricity supply. This includes issuing new Key devices but can also include identifying, investigating and resolving faults with either the Key device or the prepayment meter. Reasons customers request attendance by Manx Utilities include: o The Customer has lost their key device and is unable to top up credit resulting in no supply or insufficient credit to remain on supply until an outlet reopens o There is a problem with the Key device not uploading the customer’s credit purchased earlier that day resulting in no supply or insufficient credit to remain on supply until the outlet reopens ( if a Key device is faulty, no charge is levied on the customer) o The customer has moved into an address without previously contacting Manx Utilities to apply for supply and finds the property without supply due to no credit on the meter Question: The cost involved replacing a key at one of the designated shops, where replacements can be collected (according to MUA website) Answer: The key device cost to Manx Utilities is £4.59. The prepay supplier transaction charge to create the key at the store is 28p. In addition, administration costs arise for Manx Utilities in the preparation of keys, delivery of blank keys to the outlets and admin in customer care, processing deposit payments and sending the electronic instructions with communications to the customer.
Question: The cost involved replacing a key from the MUA Ballacottier HQ Answer: The key device costs Manx Utilities £4.59. In addition, administration costs arise for Manx Utilities in the preparation of keys, delivery of blank keys to the outlets and admin in customer care, processing deposit payments to create the customer Key
Please note that this is not information that we hold, but information we have created in order to assist with your request.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review . If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi. Please quote the reference number 804965 in any future communications. I will now close your request as of this date.

Yours sincerely