April 2026·6 min read

Australian utility provider uses RPA to improve billing efficiency

An Australian utility provider was losing millions in revenue and incurring significant operational costs from unoccupied accounts — properties with active supply but no named account holder. Manual verification through letters, site visits, and call centre follow-ups was slow and costly. Infoveave deployed an

RPA bot on a unified data management platform that automated occupant identification, Letter of Intent dispatch, and disconnection workflows — recovering $1.2 million in revenue, rectifying 50,000 accounts, and dispatching 160,000 letters automatically.

At a glance:

Industry: Energy
Platform focus: Data Automation
Proof type: Quantified outcomes on a governed unified data layer

$1.2M

Revenue recovered through automated occupant identification

50,000

Accounts rectified with accurate occupant information

160K

Letters dispatched automatically through integrated workflows

In this story:

Client Overview
The Challenge
The Solution
Summary

Utility billing efficiency with RPA

This client of Infoveave is among the fastest-growing utility providers in Australia. A growing customer base and new connections bring in the need to effectively manage and monitor customer information, usage, and billing details. With new customers acquired or sites getting activated with supplies, there can be accounts not having customer information on them. This would mean that there are supply connections to the site but no named account holder, leading to billing reconciliation issues and revenue leakage.

Problem challenges faced

An occupant account refers to those accounts that are supplied with gas and electricity without a customer name present.

Such an account arises when the name of the person occupying the site is not known to the utility provider. This typically arises when there is a new homeowner for a particular unit where the supply connection is already present. In such cases, the service provider would not know the name to raise invoices apart from the supply of electricity and gas.

To verify who is living at the site, the company needs to undertake several checks to verify the account and ensure that there is continuity of supply. If the company is unable to confirm the same, it will go ahead with the disconnection of the supply. Various operational steps, including sending out letters, physical verification, and calls by the call center, are required to confirm billing details for ensuring customer retention.

The process of confirming the occupier and disconnection in case of inability to trace the occupier is tedious and long. The manual process of verification, while effective, poses an additional cost to the company in terms of continuity of supply and servicing such accounts. See how industry analytics addresses these challenges.

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Solution offered by Infoveave

The process illustrated above is highly tedious and long-drawn. At times, the supply to the site continues, and hence unpaid invoices are mounting, and no revenue is coming in—something that is clearly a big cost to the company. Without proper intimation and timely reach out to the occupier, the company is providing supply to unoccupied accounts and losing revenue.

Another challenge that presents itself is the retention of customers. While several service providers do address invoices to ‘Occupants’, a customer would feel more compelled to continue should his/her name be used.

While sending out letters to the address on the account, the company must also ensure prior notification is given as per the AEMO guidelines. This ensures that no incorrect disconnection orders are being sent out. Sufficient time must be given to the occupier to respond to the letter and claim the account, supplying a name and other details as asked.

To bring down the turnaround time and reduce the workload, Infoveave built out an RPA to address the need.

Using Infoveave RPA BOT

The BOT extracts from the CRM access the list of accounts that are not tagged with a named account holder. An RPA (Robotic Process Automation) bot is trained to weed out the homeowner’s addresses. This process helps create a list of homes that are either unoccupied or have new owners.
The bot scans through the list created and proceeds to send out an LOI (Letter of Intent) to all the homes titled ‘Occupant’. If there is no response to the notification, the bot proceeds to send out the DOL (Disconnection Occupant Letter) in a few days.
The list continues to get smaller, based on the responses received. A final DSO (Disconnection Service Order) notification is sent to those homes that have not communicated with the company.
The process helped the service provider plug revenue leakage by weeding out unoccupied accounts while retaining existing customers.

Why use RPA

Double down on the time spent executing manual tasks
Save costs and capital on manpower otherwise deployed on rule-based tasks
Running multiple bots and executing multiple tasks at once
Effective and timely completion of tasks

To Summarize

The Infoveave RPA bot helped the company save around $1.2 million in revenue by helping to disconnect supply to unoccupied accounts.
36,500 accounts were found to be unoccupied and hence disconnected, which led to considerable savings.
50,000 accounts were rectified with proper information, leading to better customer reach out and engagement.
160,000 letters were automated and sent out in this process, ensuring deliverability on time.

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About the Authors

Infoveave Product Team is a member of the Infoveave Product and Solutions Team — specialists in Unified data platforms, agentic BI, and enterprise analytics. Infoveave (by Noesys Software) helps organizations unify data, automate business processes, and act faster with AI-powered insights.

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