ET's
SEBL L&D Team
Created on March 22, 2024
More creations to inspire you
LET’S GO TO LONDON!
Personalized
SLYCE DECK
Personalized
ENERGY KEY ACHIEVEMENTS
Personalized
CULTURAL HERITAGE AND ART KEY ACHIEVEMENTS
Personalized
ABOUT THE EEA GRANTS AND NORWAY
Personalized
DOWNFALLL OF ARAB RULE IN AL-ANDALUS
Personalized
HUMAN AND SOCIAL DEVELOPMENT KEY
Personalized
Transcript
Start
ERRONEOUS TRANSFERS
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
CLICK ON THE POST IT NOTES TO FIND OUT MORE...
HH METERS
UMS
PRE LIVE SUPPLIES
HH METERS ARE UNABLE TO BE RETURNED TO A PREVIOUS SUPPLER VIA ET IN THIS CASE, A COT HAS TO BE RAISED INSTEAD
UNMETERED SUPPLIES (WHERE THERE IS A SUPPLY THERE BUT NO METER) ARE UNABLE TO BE RETURNED TO A PREVIOUS SUPPLIER VIA ET
IF AN ET IS IDENTIFIED WITHIN THE OBJECTION WINDOW, WE CAN WITHDRAW OUR REGISTRATION RATHERTHAN RAISE AN ET IN THIS CASE, TRANSFER THE CALL WHERE POSSIBLE TO SALES OPS (EXT 8040)
WHY DO WE RAISE AN ET
PROVEN FORGERY
INCORRECT MPAN TAKEN OVER
CANCELLED CONTRACT NOT ACTIONED WITHIN CORRECT WINDOW
GOODWILL BASIS - TO STOP COMPLAINT
MISLEADING INFORMATION/MIS-SELLING/SUSPECTED FRAUDULENT PRACTICE
TECHNICAL ISSUES - E.G., SUPPLY MAY HAVE BEEN RELEASED INCORRECTLY
PRE-LIVE CHANGE OF TENANCY
HOW DOES THE SITUATION ARISE
TENANT CONTACTS SUPPLIER BUT THEY MOVED IN BEFORE THE SUPPLY MOVED OVER TO THE NEW SUPPLIER
CUSTOMER CONTACTS OLD SUPPLIER AS THEIR SUPPLY HAS BEEN MOVED AWAY WITHOUT THEIR KNOWLEDGE IDENTIFYING THE 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
CUSTOMER SENDS PHOTO IN OF THE METER AT THEIR SITE IDENTIFYING POTENTIAL NEED FOR AN ET
ET'S CAN BE REJECTED BY THE OTHER SUPPLIER
AGE
ADDRESS
VALID CONTRACT
INCORRECT SUPPLIER
REGI DATE
CLICK ON THE POST IT NOTES TO FIND OUT MORE...
ET REQUEST HAS BEEN SENT TO A SUPPLIER THAT WAS NOT THE LAST SUPPLIER BI-LATERAL ET'S CAN SOMETIMES OCCUR
REGI DATE - EFFECTIVE FROM SETTLEMENT DATE THE DATE FOR THIS COULD HAVE BEEN SENT INCORRECTLY WHICH WOULD MEAN AN ET REJECTION
THE NEW SUPPLIER HOLDS A VALID CONTRACT FOR THE CUSTOMER
IF 2 YEARS HAVE PASSED SINCE SSD/CoS DATE, WE CANNOT ET
ADDRESSES HAVE TO MATCH ECOES/XOSERVE TO BE ABLE TO RAISE AN ET - IF THEY DO NOT, IT COULD BE REJECTED
HOW DO WE RAISE AN ET
ELECTRIC
CUSTOMER QUERIES THEIR SUPPLY
RAISE A CASE TO ELECTRICITY ONBOARDING - ETS WITH ALL EVIDENCE GATHERED
D0301 FLOW IS SENT TO PREVIOUS SUPPLIER
EVIDENCE SUGGESTS AN ET IS REQUIRED
PREVIOUS SUPPLIER
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
ET IS REJECTED BY THE PREVIOUS SUPPLIERA 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
GAS
CUSTOMER QUERIES THEIR SUPPLY
RAISE A CASE TO GAS BILLING - ET'S WITH ALL EVIDENCE GATHERED
INFORMATION IS SENT TO PREVIOUS SUPPLIER
EVIDENCE SUGGESTS AN ET IS REQUIRED
PREVIOUS SUPPLIER
ET IS ACCEPTED AND TRANSFER OF SUPPLY WILL BEGIN. ANY BILLS PREVIOUSLY GENERATED WILL BE CANCELLED AND ANY FUNDS PAID CAN BE REFUNDED
ET IS REJECTED BY THE PREVIOUS SUPPLIERA COT WILL NEED TO BE RAISED IN THIS INSTANCE OR DEPENDING ON THE CIRCUMSTANCE WE CAN LOOK INTO RELEASING THE SUPPLY
HOW TO HELP THE CUSTOMER
ADVISE THAT THEY WILL RECEIVE A CONFIRMATION EMAIL THAT WE HAVE REQUESTED THE ERRONEOUS TRANSFER
KEEP THE CUSTOMER INFORMED
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
EXPLAIN TO THE CUSTOMER THAT THEY WILL ONLY BE CHARGED ONCE FOR ENERGY THAT IS USED
CLICK HERE FOR A HANDY TIP
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