ET's

ERRONEOUS TRANSFERS

Start

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.

WHAT IS AN ERRONEOUS TRANSFER (ET)

PRE LIVE SUPPLIES

UMS

HH METERS

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ARE THERE ANY EXCEPTIONS TO THE RULE

PRE-LIVE CHANGE OF TENANCY

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

MISLEADING INFORMATION/MIS-SELLING/SUSPECTED FRAUDULENT PRACTICE

GOODWILL BASIS - TO STOP COMPLAINT

CANCELLED CONTRACT NOT ACTIONED WITHIN CORRECT WINDOW

INCORRECT MPAN TAKEN OVER

PROVEN FORGERY

WHY DO WE RAISE AN ET

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

EVIDENCE SUGGESTS THAT THE CUSTOMERS CONTRACT HAS BEEN FRAUDULENTLY SIGNED

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

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

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

HOW DOES THE SITUATION ARISE

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REGI DATE

INCORRECT SUPPLIER

VALID CONTRACT

ADDRESS

AGE

ET'S CAN BE REJECTED BY THE OTHER 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

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

PREVIOUS SUPPLIER

EVIDENCE SUGGESTS AN ET IS REQUIRED

D0301 FLOW IS SENT TO PREVIOUS SUPPLIER

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

CUSTOMER QUERIES THEIR SUPPLY

ELECTRIC

HOW DO WE RAISE AN ET

ELECTRIC

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

ELECTRIC

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

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

PREVIOUS SUPPLIER

EVIDENCE SUGGESTS AN ET IS REQUIRED

INFORMATION IS SENT TO PREVIOUS SUPPLIER

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

CUSTOMER QUERIES THEIR SUPPLY

GAS

HOW DO WE RAISE AN ET

CLICK HERE FOR A HANDY TIP

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

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

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

KEEP THE CUSTOMER INFORMED

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

HOW TO HELP THE CUSTOMER

A HOW TO GUIDE WILL BE AVAILABLE TO YOU SHORTLY

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

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