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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

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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

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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

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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