Managing PAYG Hub Vending, Disconnections and Debt Management

The links below cover each action available to you when managing a self-disconnection event in Mabdeck.

• Emergency credit and non-disconnection period
• Third-party financial support organisations
• Priority Services Register

Identifying self-disconnection events

Mabdeck can flag and report on self-disconnection events. For a broader overview of self-disconnection events across your portfolio, you can run a self-disconnection report.

Managing a self-disconnection event on the account

All PAYG hub management is accessed from the consumer's account page in Mabdeck. From the account page, click Hubs to access the hub management options.

You will have access to the following actions:

• Change Billing Mode; switch the consumer between PAYG and credit billing
• Supply Controller; disconnect or reconnect the consumer's supply
• Adjust Debt; add debt to the back of the meter with designated recovery rate
• Hub Vending; add money to the front end of the meter

Supply controller

The Supply Controller allows you to disconnect or reconnect a consumer's supply directly from within Mabdeck.

• From the consumer's account page, click Hubs.
  • Click Supply Controller.
    • The current supply status will be displayed.
      •  Select Reconnect to restore supply, or Disconnect to disconnect supply, depending on the current status and the required action.
      • A System generated note will then be added to the account.

Note: There is currently no confirmation step before the action is sent. Take care to verify the correct action before selecting, as this will take effect immediately.

Adjusting debt (adding debt to the back of the meter)

If a consumer meets the criteria for having their debt moved to the back of the meter, you can do this directly from the Hub screen. This allows the consumer to be reconnected while repaying their debt gradually at a set recovery rate.

To adjust debt:

• From the consumer's account page, click Hubs.
  • Click Adjust Debt.
    • Complete the following fields:
      • Amount; the debt amount to move to the back of the meter
      • Recovery rate,; the percentage rate at which the debt will be recovered (typically 20%)
      • Supply type,; Select the relevant utility supply
      • Notes; add a brief description of the reason for the adjustment
• Confirm the entry and select "Adjust Debt"
• A System generated note will then be added to the account.

Hub vending (adding credit to the front of the meter)

If you need to add money directly to the front end of the consumer's meter — for example, to restore supply while a longer-term solution is arranged — you can do this via Hub Vending.

• From the consumer's account page, click Hubs.
  • Click Hub Vending.
    • Complete the following fields:
      • Supply 
      • Type - Subtract balance, Set balance or Add to balance
      • Amount
      • Note
      • Confirm the entry and select "Vend"
      • A System generated note will then be added to the account.

Adding notes

All actions taken on a PAYG self-disconnection event must be recorded on the consumer's account. Mabdeck has two types of notes:

• User notes; notes added manually by an agent. Use these to record the reason for contact, actions taken, welfare concerns, client communications, and any third-party support signposted. User notes are added from the consumer's account page using the Add Note button.
• System notes; notes added automatically by Mabdeck when a system action is triggered (for example, when debt is adjusted or supply is changed). These are found in the Notes section of the account page and provide an audit trail of system activity.

You can also review the Correspondence section of the account page for a record of any communications sent to the consumer.