This SOP applies to all meters 

PROCEDURE: 

1. Meter number: Ask the customer to confirm that the meter number on the token and the meter number on the meter is the same. If the meter number is not shown, the customer can enter the relevant short code for the meter to see the meter number. 

2. Token number Confirm that the token number is correct by comparing it with the token on the vending system. Ask the customer to re-enter the token. 

3. SGC Confirm that the supply group code is correct by asking the customer to enter the relevant short code on the meter. Compare the SGC with what is on the token and therefor on the system. If the SGC is incorrect on the system, change it on the system and issue a replacement token. If the SGC is incorrect on the meter, issue a key change token for the customer to enter and issue a replacement token. If the SGC on the meter displays 0, the meter has already had a key change token entered. If the SGC is unknown to us, we can issue a 5 units test token on the most used SGC’s for the relevant meter to determine the working SGC and then update the vending system accordingly. If we cannot determine the SGC on the meter, the customer will have to have the meter replaced. 

4. TI Confirm that the tariff index is correct by asking the customer to enter the relevant short code on the meter. Compare the TI with what is on the token and therefor on the system. If the TI is incorrect on the system, change it on the system and issue a replacement token. If the TI is incorrect on the meter, issue a key change token for the customer to enter and issue a replacement token. 

5. KR Confirm that the key revision is correct by asking the customer to enter the relevant short code on the meter. Compare the KR with what is on the token and therefor on the system. If the KR is incorrect on the system, change it on the system and issue a replacement token. If the KR is incorrect on the meter, issue a key change token for the customer to enter and issue a replacement token. 

6. Used The meter displays used. The token entered has already being entered on the meter. In most cases the token will have been used. Use your discretion to determine validity of the query and re-issue the token if required. In some cases, the vending system will issue tokens that will display as old. When the customer buys multiple tokens at once, (i.e. customer buys R 4000 and tokens are issued in sections of R 1000 each) the system will generate the token within the same minute, therefore 2 tokens will have the same timestamp. For example – Token 1: 12:05:30 and token 2 12:05:40. In this case re-issue the customer with the token that did not work. 

7. Old The meter displays old. The token entered is older than the oldest token in the meter. Use your discretion to determine validity of the query and re-issue the token if required. Tokens older than 6 months should not be re-issued

8. Large Tokens Request approval/confirmation for issuing tokens in excess of 500 units from senior personal/management