Elements and Performance Criteria
- Plan for the investigation of billing exceptions/conditions
- Account exceptions and conditions are correctly identified and comprehensively researched in a timely manner against work schedule(s) and established procedures and confirmed if necessary by site inspection
- Relevant requirements and established procedures for the work are communicated to all persons
- OHS, environmental and sustainable energy policies and procedures related to investigating billing exceptions/conditions are obtained and confirmed for the purposes of the work performed and communicated
- Work is prioritised and sequenced following consultation with others for completion within acceptable timeframes and in accordance with established procedures
- Risk control measures for identified hazards are prioritised, implemented and monitored against the work schedule
- Relevant work permits are obtained to access, isolate/de-energise systems and perform work according to requirements and established procedures
- Resources including appropriately licensed persons, equipment, tools and personal protective equipment required for investigating billing exceptions/conditions are identified, scheduled and obtained and confirmed in working order
- Liaison and communication with authorised persons, authorities, clients and land-owners is completed so that work can be carried out where necessary
- Persons participating in the work, including plant operators and contractors are fully briefed and respective responsibilities confirmed where applicable in accordance with established procedures
- Carry out investigation of billing exceptions/conditions
- Analysis of information to identify key issues is undertaken as required and information is evaluated for relevance and validity to the requirements
- Dealings with customers are consistent with standard operating procedures and the special needs of customers are identified and considered in targeting client service
- Apply Essential Knowledge and Associated Skills for carrying out billing exceptions/conditions to ensure completion in an agreed timeframe and to quality standards with a minimum of waste according to requirements
- Investigating billing exceptions/conditions is carried out in accordance with the work schedule and established procedures
- Hazard warnings and safety signs are recognised and hazards and assessed OHS risks are reported to the immediate authorised persons for directions according to established procedures
- Unplanned events in the carrying out of the investigation of billing exceptions/conditions are undertaken with the scope of established procedures
- Known solutions to a variety of problems are applied using acquired Essential Knowledge and Associated Skills
- Ongoing checks of quality of the work are undertaken in accordance with given instructions and established procedures
- Complete the investigation of billing exceptions/conditions
- Solutions are developed based on consideration of relevant information and options and proposed solutions are communicated and implemented as required against works schedule and anomalies reported in accordance with established procedures
- Accidents and injuries are reported in accordance with requirements and established procedures where applicable
- Solution is implemented in accordance with standard operating procedures ensuring that action is correctly documented, the transaction is accurately processed and the customer is advised
- Work completion records, reports and documentation are finalised and processed and appropriate persons notified