ET's

ERRONEOUS TRANSFERS

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WHAT IS AN ERRONEOUS TRANSFER (ET)

An ET occurs when a customer has been transferred to a Supplier without a valid contract in place and the Application for Registration has been processed in the relevant MPAS Registration System (ECOES) or XOSERVE for gas.

ARE THERE ANY EXCEPTIONS TO THE RULE

UMS

HH METERS

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PRE LIVE SUPPLIES

PROVEN FORGERY

INCORRECT MPAN TAKEN OVER

WHY DO WE RAISE AN ET

PRE-LIVE CHANGE OF TENANCY

CANCELLED CONTRACT NOT ACTIONED WITHIN CORRECT WINDOW

MISLEADING INFORMATION/MIS-SELLING/SUSPECTED FRAUDULENT PRACTICE

TECHNICAL ISSUES - E.G., SUPPLY MAY HAVE BEEN RELEASED INCORRECTLY

GOODWILL BASIS - TO STOP COMPLAINT

TENANT CONTACTS SUPPLIER BUT THEY MOVED IN BEFORE THE SUPPLY MOVED OVER TO THE NEW SUPPLIER

HOW DOES THE SITUATION ARISE

CUSTOMER CONTACTS OLD SUPPLIER AS THEIR SUPPLY HAS BEEN MOVED AWAY WITHOUT THEIR KNOWLEDGE IDENTIFYING THE POTENTIAL NEED FOR AN ET

CUSTOMER SENDS PHOTO IN OF THE METER AT THEIR SITE IDENTIFYING POTENTIAL NEED FOR AN ET

CUSTOMER MAKES CONTACT WITH NEW SUPPLIER QUERYING THEIR SUPPLY IDENTIFYING THE POTENTIAL NEED FOR AN ET

EVIDENCE SUGGESTS THAT THE CUSTOMERS CONTRACT HAS BEEN FRAUDULENTLY SIGNED

ET'S CAN BE REJECTED BY THE OTHER SUPPLIER

AGE

REGI DATE

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ADDRESS

INCORRECT SUPPLIER

VALID CONTRACT

HOW DO WE RAISE AN ET

ET IS ACCEPTED AND TRANSFER OF SUPPLY WILL BEGIN. CLOSING D0086 RECEIVED, ANY BILLS PREVIOUSLY GENERATED WILL BE CANCELLED AND ANY FUNDS PAID CAN BE REFUNDED

ELECTRIC

PREVIOUS SUPPLIER

RAISE A CASE TO ELECTRICITY ONBOARDING - ETS WITH ALL EVIDENCE GATHERED

D0301 FLOW IS SENT TO PREVIOUS SUPPLIER

CUSTOMER QUERIES THEIR SUPPLY

EVIDENCE SUGGESTS AN ET IS REQUIRED

ET IS REJECTED BY THE PREVIOUS SUPPLIER A COT WILL NEED TO BE RAISED IN THIS INSTANCE OR DEPENDING ON THE CIRCUMSTANCE WE CAN LOOK INTO RELEASING THE SUPPLY

ELECTRIC

ELECTRIC

HERE IS AN EXAMPLE OF NOTES YOU WILL SEE ON AN ET CASE FROM ONBOARDING

HOW DO WE RAISE AN ET

ET IS ACCEPTED AND TRANSFER OF SUPPLY WILL BEGIN. ANY BILLS PREVIOUSLY GENERATED WILL BE CANCELLED AND ANY FUNDS PAID CAN BE REFUNDED

GAS

PREVIOUS SUPPLIER

RAISE A CASE TO GAS BILLING - ET'S WITH ALL EVIDENCE GATHERED

CUSTOMER QUERIES THEIR SUPPLY

EVIDENCE SUGGESTS AN ET IS REQUIRED

INFORMATION IS SENT TO PREVIOUS SUPPLIER

ET IS REJECTED BY THE PREVIOUS SUPPLIER A COT WILL NEED TO BE RAISED IN THIS INSTANCE OR DEPENDING ON THE CIRCUMSTANCE WE CAN LOOK INTO RELEASING THE SUPPLY

CLICK HERE FOR A HANDY TIP

ADVISE THAT THEY WILL RECEIVE A CONFIRMATION EMAIL THAT WE HAVE REQUESTED THE ERRONEOUS TRANSFER

HOW TO HELP THE CUSTOMER

KEEP THE CUSTOMER INFORMED

EXPLAIN TO THE CUSTOMER THAT THEY WILL ONLY BE CHARGED ONCE FOR ENERGY THAT IS USED

CONFIRM WITH THE CUSTOMER THAT YOU HAVE RAISED A REQUEST TO HAVE THEIR SUPPLY SENT BACK TO THEIR PREVIOUS SUPPLIER

EXPLAIN TO THE CUSTOMER THAT ANY MONIES PAID TO US CAN BE REFUNDED BUT NOT UNTIL THE PROCESS IS COMPLETE AND THE SUPPLY MOVED AWAY

YOU HAVE NOW LEARNED ALL THERE IS TO KNOW ABOUT ET'S

A HOW TO GUIDE WILL BE AVAILABLE TO YOU SHORTLY

IF YOU START TYPING ERRONEOUS TRANSFER INTO THE TEMPLATE BOX, EMAIL TEMPLATES ARE THERE OR YOU TO SEND