Confirm the meter and register
Check that the reading belongs to the correct property, fuel, meter and register. A two-rate electricity meter can show separate normal and low-rate readings, so record both when the bill expects both.
Compare dates and reading types
Write down the meter reading and date, then compare it with the corresponding bill entry. Check whether the supplier used an actual, estimated or customer-provided reading.
Do not diagnose a faulty meter from one difference
A mismatch can come from dates, registers, units or an estimate. Preserve the evidence and ask the supplier to explain the reading sequence before treating it as a meter fault.
Escalate with the evidence organised
Send the supplier the relevant reading, date, meter details and bill reference through its normal channel. Use the complaint guide if the explanation does not address the specific mismatch.