MAP 08 Training Session Helen Fosberry, Jonathan Hawkins and Glenn - - PowerPoint PPT Presentation

MAP 08 Training Session

Helen Fosberry, Jonathan Hawkins and Glenn Sheern

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• Welcome and Introductions
• Governance and wider context
• Role of the MRA and MAP 08
• Future Governance and the Retail Energy Code (REC)
• Missing Reads and Supplier Agreed Meter Reading Process
• Reasons for Missing CoS Reads
• Supplier Agreed Meter Reading Process
• Disputed CoS Readings Process
• Reasons for Disputed CoS Readings
• Disputed CoS Readings Process
• Escalation Procedure
• Escalation Procedure
• Requirements of Contract Managers
• Failure to Agree an Outcome
• Common Issues
• Incorrect D0300 Data Flows
• Transposed Meter Readings
• Q&A

AGENDA

Governance and Wider Context

Helen Fosberry

• The MRA (Master Registration Agreement) is the industry wide

agreement between Electricity Suppliers and Distributors in England, Wales and Scotland

• Provides governance mechanism to manage the processes

established between MRA parties

• Sets out the rules and procedures in relation to the Change of

Supplier Process

• MRA Agreed Procedures (MAP’s) are the mandatory processes

associated to clauses within the MRA.

• MAP 08 is ‘The Procedure for Agreement of Change of Supplier

Readings and Resolution of Disputed Change of Supplier Readings’ and covers Non Half Hourly Metering Points

ROLE OF THE MRA

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• Retail Energy Code (REC) new Dual Fuel Code that will replace

existing code requirements for retail energy activities currently governed in the MRA and the Supply Point Administration Agreement (SPAA) (gas)

• New empowered “Code Manager” will manage the Code,

monitor performance, take action for non-compliance and drive innovation and change

• Expected go live 1st September 2021
• Designed to put consumer outcomes at the heart of the Code

and provide easy accessible and comprehensive rules

• MAP 08 and its current requirements will form part of the new

“Resolution of Consumer Facing Switching and Billing Problems Schedule” (CFSB)

FUTURE GOVERNANCE AND THE REC

• CFSB is a single dual fuel schedule that brings together existing

problem resolution processes that impact consumers experience of switching and accuracy of energy bills

• Covers
• Erroneous Switches
• Switch Meter Reading Problems
• Crossed Meters
• Duplicate Meter Points
• Misdirected Payments
• Debt Assignment
• Key change in focus – outcome based schedule – emphasis on

resolving consumer issues rather than traditional requirement to follow process steps.

• If the issue isn’t resolved for the customer the
• bligation has not been met.

CFSB SCHEDULE

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• Schedule sets out ‘Consumer Principles and Outcomes’ for each

key area

• Each area sets out a description of the issue, the minimum
• utcomes Suppliers should achieve for resolution and the process

for achieving a resolution e.g.

“The gaining supplier and losing supplier have respectively opened and closed the Consumers accounts details at the same Switch Meter Reading”

• Focus on customer treatment enables Suppliers to understand

what needs to be achieved for the issue to be resolved

• Introduction of harmonised approach for all escalations and

escalation to REC Code Manager and PAB – stronger incentive to resolve

CFSB

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• Performance Assurance Board (PAB) to be established to
• versee parties compliance with the REC
• The REC PAB will create a Performance Assurance Framework

that assesses risk and monitors compliance

• Code Manager will apply and implement these principles
• PAB can make determinations in instances of non-compliance /

breach including publishing Supplier performance and issuing financial penalties

• REC parties may be subject to different performance assurance

techniques dependant on individual performance and risk assessment

• More rigorous process than currently in place – empowered

PAB must justify why it is not taking action, not why it should take action.

FUTURE GOVERNANCE AND THE REC

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CHANGE OF SUPPLY PROCESS AND CHANGE OF SUPPLIER READINGS

Customer signs contract Start CoS process (Application for Registration) New Supplier Appoint agents Old Agents send Meter Tech details, meter reads and historical data Customer transfers Submit CoS read D0086 (CoS or Deemed Read) received Old and New Supplier use read for final and

• pening billing

MAP08 SUMMARY

Used where notification of a valid Meter Read on Change of Supplier Process not received within 30 WD of Supply Start Date OR Where Old Supplier has received a SMART meter reading and but has not received Candidate MRoCoS from New Supplier within 10WD Supplier Agreed Meter Reads Process

MAP08 SUMMARY

Used where either the Old Supplier, New Supplier or customer disputes the reading in following scenarios: New Supplier disputes:

• MRoCoS on receipt
• f D0086;
• MRoCoS on receipt
• f first actual read

after SSD; or

• wn Candidate

MRoCoS for smart meter following validation Customer disputes:

• their opening

account from the New Supplier; or

• Their final account

from the Old Supplier. Old Supplier disputes:

• Candidate MRoCoS

received from the New Supplier for a smart meter; or

• MRoCoS on receipt
• f D0010 or D0086

Disputed Meter Reading on Change of Supplier (MRoCoS) Process

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Both processes divided into seven phases Phases based on the following principles:

PROCESS PHASES

Least inconvenience to the customer and minimising customer complaint Production of timely and accurate final account Least impact to settlements Smart meter reads take precedence if available

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• New Supplier not appointing NHHDC (D0155)
• NHHDC not being notified of new and old Supplier identity (D0148)
• Data flows not being sent (D0010, D0086, D0149/D0150)
• Reads collected not passing verification

CHECK AND USE ALL ALTERNATIVE SOURCES FOR READS

COMMON REASONS WHY MAP 08 USED

D0311 (NOSI) Customer (PoS / CoS) D0188 (PPM) Smart (On Demand + Scheduled) Actual (Meter Reader / MOP)

Supplier Agreed Meter Readings

Jonathan Hawkins

• Comply with MRA (specifically Clause 29) and Balancing and

Settlement Code (BSC) (BSCP504)

• check other carry out validations and checks prior to starting the

process and submitting a reading

• sources available such as NOSI, SMART, PPM data
• Receipt of D0086 or D0010 after D0300 initiated stops the process
• Provide contacts for escalations
• No other dispute under MAP 10 is still in place (Erroneous

Transfer). Any MAP 10 process needs to be concluded prior

CONDITIONS PRECEDENT

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• Change of Supplier must have occurred
• No Valid MRoCoS received from NHHDC
• Less than 12 months passed since SSD (use bilateral agreement

process for over 12 months)

• 30 Working Days (WD) since Supply Start Date (SSD) for old

Supplier, 32 WD for New Supplier (unless SMART where 10WD)

• Changing to 15 WD / 17 WD from 5th November 2020 (MAP

CP 0328 - Earlier initiation of Supplier Agreed Meter Readings process)

• New Supplier flow takes precedence

CONDITIONS PRECEDENT

No actual or estimated CoS reading received from NHHDC - Validate all sources Smart Meters

• If Old Supplier has reads from Smart Meter but has not received

from New Supplier by 10 WD after SSD Old Supplier to initiate process Non-Smart Meters

• Old Supplier to initiate 30 WD after SSD or New Supplier 32 WD

after SSD

• Changing to 15 WD / 17 WD from 5th November 2020

(MAP CP 0328 - Earlier initiation of Supplier Agreed Meter Readings process) Initiating Supplier should provide Proposed Read and Proposed Read Type

AGREED READ PHASE 1 DETERMINATION

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AGREED READS PHASE 2 INITIATION

Send D0300 to Associated Supplier

Status1 of P for proposed R where unable to provide

1Status of Proposed Reading(s) (J1660)

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D0300 EXAMPLE – INITIATING MISSING READ

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process M Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Record Rejection Reason Indicator 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 1 60C Meter Register Id Register Reading Reading Type Change of Supplier Reading Rejection Code Proposed Register Reading Status of Proposed Reading(s) R

Although each address line is

• ptional, the address itself is

mandatory and must be populated in Standard Address Format (SAF) Indicates Missing CoS Read Process, not Disputed Read Process ‘1’ for initiating flow. ‘2’ for any other D0300 Initiating Supplier unable to provide reading.

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AGREED READS PHASE 3 RESPONSE

• When initiating supplier hasn’t

proposed a read

Propose

• Associated supplier agrees with

proposed read

Accept

• Associated supplier proposes a more

suitable read

Negotiate

• Invalid or no proposed read

Request Read

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AGREED READS PHASE 3 RESPONSE

Request raised by Initiating Supplier Check if read is present Can Associated Supplier propose a read? If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). Send proposed read to Initiating Supplier Can Associated Supplier produce a read? Await response from initiating Supplier Await response from Initiating Supplier Await response from new Supplier If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). Check if read is acceptable Reading agreed (Go to phase 5) Send Agreement

• f Read to

Initiating Supplier Proposed read is acceptable Proposed read is not acceptable Record sent with status = Y Both suppliers now have the same transfer reading so the process can be closed and both suppliers can produce opening/closing bills to the newly agreed correct CoS reading Yes No No Yes Yes – record sent with status = A No Request raised by Initiating Supplier Check if read is present Check if read is present Can Associated Supplier propose a read? Can Associated Supplier propose a read? If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). Send proposed read to Initiating Supplier Send proposed read to Initiating Supplier Can Associated Supplier produce a read? Can Associated Supplier produce a read? Await response from initiating Supplier Await response from initiating Supplier Await response from Initiating Supplier Await response from Initiating Supplier Await response from new Supplier Await response from new Supplier If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). Check if read is acceptable Check if read is acceptable Reading agreed (Go to phase 5) Send Agreement

• f Read to

Initiating Supplier Send Agreement

• f Read to

Initiating Supplier Proposed read is acceptable Proposed read is not acceptable Record sent with status = Y Both suppliers now have the same transfer reading so the process can be closed and both suppliers can produce opening/closing bills to the newly agreed correct CoS reading Yes No No Yes Yes – record sent with status = A No

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D0300 EXAMPLE – MISSING READ RESPONSE

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process M Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Record Rejection Reason Indicator 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 2 60C Meter Register Id 01 Register Reading Reading Type C Change of Supplier Reading Rejection Code Proposed Register Reading 12345 Status of Proposed Reading(s) P

‘1’ for initiating flow. ‘2’ for any other D0300 Associated Supplier is able to provide reading.

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AGREED READS PHASE 4 DEALING WITH ASSOCIATED SUPPLIER RESPONSE

• Agree with proposed reading
• Send Accept Data Flow

Accept

• Propose more suitable reading
• Contact by telephone

Negotiate

• Proposed reading unacceptable
• New Supplier to obtain Actual

Meter Read or Smart Reading

Request Read

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AGREED READS PHASE 4 DEALING WITH ASSOCIATED SUPPLIER RESPONSE

Alternative read received from Associated Supplier Check if read is acceptable Send agreement of read to Associated Supplier Proposed read is acceptable Proposed read is not acceptable or invalid. Reading agreed (go to Phase 5) Record sent with Status = 'Y' No Record sent with 'A' Contact Associated Supplier by telephone and agree reading (go to Phase 5) Contact Associated Supplier. New Supplier requests read from NHHDC Yes Record sent with 'D or 'M' as appropriate Decide if meter reading is required

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D0300 EXAMPLE – MISSING READ AGREED

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process M Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Record Rejection Reason Indicator 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 2 60C Meter Register Id 01 Register Reading Reading Type C Change of Supplier Reading Rejection Code Proposed Register Reading 12345 Status of Proposed Reading(s) Y

‘1’ for initiating flow. ‘2’ for any other D0300 Initiating Supplier accepts proposed reading.

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New Supplier Send agreed read to NHHDC on D0300 ensuring proposed register read populated and ‘Status of Proposed Reading(s)’ (J1660) set to ‘Y’. NHHDC Submit read for BSC Validation

AGREED READS PHASE 5 AMENDING THE READ

Pass BSC Validation

• Move to phase 6

Fail BSC Validation

• Return to proposer with Status of Proposed Reading(s)

set to ‘U’ – Override or obtain new reading

The New NHHDC in accordance with BSCP504 shall:

• Provide MRoCoS as D0086 with appropriate reading type;
• Send D0086 to New Supplier, Old NHHDC and Distributor
• Old and new NHHDC use MRoCoS and last valid read prior to

SSD to calculate Annualised Advance (AA) and Estimation of Annual Consumption (EAC)

• Old NHHDC calculate AA up to and including SSD-1 to relevant

NHHDA and Old Supplier on a D0019

• New NHHDC send EAC from SSD to relevant NHHDA and Supplier
• n a D0019

AGREED READS PHASE 6 ENTRY OF AGREED READS TO SETTLEMENTS

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Criteria to meet before closure

• Both the New and Old Supplier have ‘opened’ and ‘finalised’ the

customer’s account details on the same reading (or agreed

• therwise); and
• The customer has received opening or final accounts; and
• Both the New and Old Supplier have received a reading from

the NHHDC.

AGREED READS PHASE 7 CLOSURE

Disputed CoS Meter Readings Process

Jonathan Hawkins

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• Change of Supplier must have occurred
• Where the Smart CoS Process (defined in BSCP504) IS NOT

being followed:

• The NHHDC has generated the meter reading to be used on

change of Supplier (MRoCoS); and

• The MRoCoS has been sent to the New Supplier and Distributor

and to the Old Supplier via the Old NHHDC.

• Where the Smart CoS Process IS being followed:
• A Candidate MRoCoS has been sent from the New Supplier to the

Old Supplier.

• 12 months have not passed since the SSD for the disputed

MRoCoS.

• Where both Suppliers initiate the process prior to receiving the

flow from the other Supplier, then the New Supplier’s flow takes precedence.

CONDITIONS PRECEDENT

Supplier to raise either on own half or on behalf of the customer (but if customer disputing supplier must attempt to reach agreement first) Reasonable endeavours to raise a dispute within 5WD of recognising a dispute is required

DISPUTED PHASE 1 DETERMINATION

Value of disputed consumption (kWh) Less than 250 kWh Resolve with customer with accommodation More than 250 kWh Initiate dispute

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DISPUTED PHASE 2 INITIATION

Send D0300 to Associated Supplier

Record sent with a status

• f P

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D0300 EXAMPLE – INITIATING DISPUTED READ

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process D Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Back up customer read 23/04/20 of 12191 Record Rejection Reason Indicator 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 1 60C Meter Register Id 01 Register Reading 12500 Reading Type C Change of Supplier Reading Rejection Code 02 Proposed Register Reading 12100 Status of Proposed Reading(s) P

Although each address line is

• ptional, the address itself is

mandatory and must be populated in Standard Address Format (SAF) Indicates Disputed Read Process, not Missing CoS Read Process ‘1’ for initiating flow. ‘2’ for any

• ther D0300

Populate with proposed reading. Reading Type relates to this reading only Populate with reason for the

• dispute. 02 = Reading too high

Set to ‘P’ for Initial Request

• Include all meters and registers in the D0300 regardless of it

being disputed

• For Smart – include all 48 time of use registers and total

cumulative register

• For Related MPANs can raise Dispute on each MPAN

independently (e.g. if disputing readings for registers on secondary MPAN only, no need to raise a dispute for the primary MPAN as well).

• Complete additional information that supports reading such as

date of meter reading

DISPUTED PHASE 2 INITIATION

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DISPUTED PHASE 3 RESPONSE

• Validate
• Close dispute

Accept

• Propose alternative
• Supportive Text

Negotiate

• New Supplier to collect actual read

Request Read

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DISPUTED PHASE 3 RESPONSE

Request raised by Initiating Supplier Can Associated Supplier produce a read? Await response from Initiating Supplier Await response from new Supplier If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). Check if read is acceptable Reading agreed (Go to phase 5) Send Agreement

• f Read to

Initiating Supplier Proposed read is acceptable Proposed read is not acceptable Record sent with status = Y Both suppliers now have the same transfer reading so the process can be closed and both suppliers can produce opening/closing bills to the newly agreed correct CoS reading Yes – record sent with status = A No Request raised by Initiating Supplier Can Associated Supplier produce a read? Can Associated Supplier produce a read? Await response from Initiating Supplier Await response from Initiating Supplier Await response from new Supplier Await response from new Supplier If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). If you are the NS, request a read (M). If you are the OS, ask NS to obtain read (D). Check if read is acceptable Check if read is acceptable Reading agreed (Go to phase 5) Send Agreement

• f Read to

Initiating Supplier Send Agreement

• f Read to

Initiating Supplier Proposed read is acceptable Proposed read is not acceptable Record sent with status = Y Both suppliers now have the same transfer reading so the process can be closed and both suppliers can produce opening/closing bills to the newly agreed correct CoS reading Yes – record sent with status = A No

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D0300 EXAMPLE – DISPUTED READ RESPONSE

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process D Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Record Rejection Reason Indicator 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 2 60C Meter Register Id 01 Register Reading 12500 Reading Type C Change of Supplier Reading Rejection Code 02 Proposed Register Reading 12000 Status of Proposed Reading(s) A

Although each address line is

• ptional, the address itself is

mandatory and must be populated in Standard Address Format (SAF) Indicates Disputed Read Process, not Missing CoS Read Process ‘1’ for initiating flow. ‘2’ for any

• ther D0300

Alternative reading proposed by the Associated Supplier. Reading Type relates to this reading Associated Supplier believes they have a more suitable reading

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DISPUTED PHASE 4 ASSOCIATED SUPPLIER RESPONSE

• Proceed to amend MRoCoS

Agreement of Proposed Read

• Accept – send accept (‘Y’) response
• Negotiate – contact by telephone

Alternative Read Proposed

• New Supplier to collect actual read
• New Supplier contacts Old Supplier by

telephone to resolve

Disagreed / Request Read

• Initiating Supplier to send D0300 to Associated

Supplier with status of ‘Y’

• Use Additional Information to highlight the read

was agreed by telephone

Agreed on telephone

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DISPUTED READS PHASE 4 DEALING WITH RESPONSE

Alternative read received from Associated Supplier Check if read is acceptable Send agreement of read to Associated Supplier Proposed read is acceptable Proposed read is not acceptable or invalid. Reading agreed (go to Phase 5) Record sent with Status = 'Y' No Record sent with 'A' Contact Associated Supplier by telephone and agree reading (go to Phase 5) Contact Associated Supplier. New Supplier requests read from NHHDC Yes Record sent with 'D or 'M' as appropriate Decide if meter reading is required

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D0300 EXAMPLE – DISPUTED READ RESPONSE

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process D Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Record Rejection Reason Indicator 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 2 60C Meter Register Id 01 Register Reading 12500 Reading Type C Change of Supplier Reading Rejection Code 02 Proposed Register Reading 12000 Status of Proposed Reading(s) Y

Although each address line is

• ptional, the address itself is

mandatory and must be populated in Standard Address Format (SAF) Indicates Disputed Read Process, not Missing CoS Read Process ‘1’ for initiating flow. ‘2’ for any

• ther D0300

Suppliers agree to proposed reading of 12000 Suppliers agrees to proposed reading

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Supplier

• Less than 250 kWh – two suppliers agree accommodation e.g.

cash allowance and rebill customer. Do not send to NHHDC!

• More than 250 kWh – replace with agreed proposed read

following BSCP504

• Where Smart CoS Process is not being followed – New Supplier

sends read to NHHDC

• Where Smart CoS Process is being followed – each Supplier sends

read to their NHHDC

• Agreed read sent to NHHDC on D0300 with ‘Meter Register ID’,

‘Reading Type’ and ‘Proposed Register Reading’ populated, and ‘Status of Proposed Reading(s)’ set to ‘Y’.

DISPUTED READS PHASE 5 AMENDING THE READ

NHHDC Submit read for BSC Validation

DISPUTED READS PHASE 5 AMENDING THE READ

Pass BSC Validation

• Move to phase 6

Fail BSC Validation

• If satisfied the reading is correct – enter into Settlements
• If not satisfied that the reading is correct - Return to Supplier

with status ‘U’ (Unacceptable)

• Supplier can either assert the reading is correct to the

NHHDC, or attempt to agree another reading.

• If the NHHDC refused to accept the reading, but the

Supplier believes it is correct, a further actual reading should be obtained

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DISPUTED READS PHASE 6 ENTRY OF AGREED READS TO SETTLEMENTS

• NHHDC follows BSCP504
• Non-Smart CoS Process

Withdraw initial MRoCoS using D0086 (Reading Type ‘W’) Provide replacement MRoCoS as D0086 with appropriate reading type Send D0086 (withdrawn and replacement) to New Supplier, old NHHDC (and old Supplier via

• ld NHHDC) and

Distributor Old and new NHHDC use replacement MRoCoS and last valid read prior to SSD to calculate AA and EAC

• Old NHHDC calculate AA

up to and including SSD- 1 to relevant NHHDA and Old Supplier on a D0019

• New NHHDC send EAC

from SSD to relevant NHHDA and Supplier on a D0019

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Old and new NHHDC use replacement MRoCoS and last valid read prior to SSD to calculate AA and EAC

• Old NHHDC calculate

AA up to and including SSD-1 to relevant NHHDA and Old Supplier on a D0019

• New NHHDC send

EAC from SSD to relevant NHHDA and Supplier on a D0019

Old NHHDC send D0086 to Old Supplier and the Distributor New NHHDC send D0086 (withdrawn and replacement) to New Supplier and Distributor Provide replacement MRoCoS as D0086 with appropriate reading type

DISPUTED READS PHASE 6 ENTRY OF AGREED READS TO SETTLEMENTS

• NHHDC follows BSCP504
• Smart CoS Process Process

Withdraw initial MRoCoS using D0086 (Reading Type ‘W’)

DISPUTED READS PHASE 7 CLOSURE

Criteria to meet before closure

Where appropriate, the customer has received amended opening or final accounts Both the New and Old Supplier have ‘opened’ and ‘finalised’ the customer’s account details on the same reading (or agreed otherwise); and Where the Old Supplier re-bills on a replacement it should provide explanation to the customer to stop the customer querying read Both Suppliers have received a withdrawn and replacement reading from the NHHDC where required; and Suppliers shall consider the allocation of costs where a new meter readings is obtained by the New Supplier as per MRA Clause 29.7

Escalation Process

Glenn Sheern

If either Supplier does not receive a timely response they can initiate the Escalation Process Having to escalate means that the Supplier has not complied with its legal obligations set out in the MRA Suppliers should respond to any escalation within 5 Working Days of receipt MRA Contract Managers are responsible for providing escalation contacts for each stage of the escalation process First and Second Escalations should be made by telephone or via Secure Data Exchange Portal (SDEP) Final Escalations should be made by Secure Data Exchange Portal

ESCALATION PROCESS

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• Escalations can relate to any stage of the Missing or Disputed

CoS Readings process, where a Supplier is required to respond to the D0300, and where the NHHDC has not issued a D0086 following agreement.

• All escalations should include as a minimum (mandatory to

complete on the SDEP):

• MPAN
• New Supplier SSD
• Initial D0300 sent date (ddmmyyyy)
• Additional Comments
• Minimum requirement for Supplier must provide telephone

enquiry service available for other industry parties available 9am-12pm, 1pm-5pm on all normal business days

• Safeguard consumer experience - use telephone to agree

where resolution is required for the consumer

ESCALATION PROCESS

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Supplier Agreed and Disputed Read Process Where NHHDC has not issued D0086 following receipt of agreed MRoCoS from New Supplier on D0300

ESCALATION PROCESS

Process Timescale Contact Send D0300 Day 0 Operational Staff First Escalation D+5WD Manager of Operational Staff Second Escalation D+10WD Nominated Supplier Agreed Readings and Disputed MRoCoS Handling Contact Final Escalation D+15WD MRA Supplier Contract Manager Process Timescale Contact MRoCoS sent to settlements Day 0 Operational Staff First Escalation D+5WD Manager of Operational Staff Second Escalation D+10WD Nominated Supplier Agreed Readings and Disputed MRoCoS Handling Contact Final Escalation D+15WD MRA Supplier Contract Manager

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New escalation process in place following introduction of CFSB Schedule in Retail Energy Code (REC) Version 3 (Central Switching Service Go-Live)

ESCALATION PROCESS – RETAIL ENERGY CODE

Process Timescale Contact Response not received or steps not taken within timescales Day 0 Operational Contact First Escalation D+5WD Contract Manager Second Escalation 5WD following Escalation to Contract Manager Code Manager Final Escalation As agreed between Code Manager and PAB REC Performance Assurance Board

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Bi-lateral agreements to take place between Suppliers where amendments are required that are out of scope of the MAP (e.g. more than 12 months have passed since SSD). Should not impact resolution for the customer. Suppliers should ensure that customers are billed accurately and treated fairly in accordance with their licence conditions. No escalation route if other Supplier is not willing to enter into agreement (with exception of trading disputes where criteria is met). Supplier should focus on finding alternative options for resolving the issue for the customer if dispute can’t be agreed.

BILATERAL AGREEMENTS

FAILURE TO AGREE OUTCOME

Primary impact is on the customer who may have inaccurate, delayed or double billing If not resolved can lead to issues in future customer change of supplier May impact suppliers ability to comply with not only the MRA but other regulatory obligations such as Licence and other Codes eg BSC, Billing Code Reminder that REC has escalation into REC Code Manager and the PAB

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Where an outcome can’t be agreed between parties (which should be a rare event):

• Focus on principles and customer outcomes – are there other
• ptions to ensure the right outcome for the customer?
• Assess materiality – cost/effort of further escalation vs

alternative measures to resolve the issue

• Consider if customer detriment is due to non-compliance with

MRA/MAP – Options to resolve through MRA Dispute or Breach procedure.

FAILURE TO AGREE OUTCOME

Common Issues

Glenn Sheern

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INVALID D0300’S

• The Record Rejection Reason Indicator can be used in the

response to a request. It indicates that a problem has been identified with some data in a record, which must be resolved before the record can be processed successfully.

• The record should be returned unchanged apart from the

Rejection Reason Indicator which should be populated with the rejection code indicating what the problem is, where necessary Additional Information should be provided and “Initiating Flow Indicator” set to ‘2’.

• On receipt of a rejection the cause of the problem should be

identified and resolved, and the record re-submitted with its

• riginal “Status of Proposed Reading(s)” and information intact.

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REJECTION REASONS

Rejection Reason Value Rejection Reason Description 01 Invalid MPAN Core 02 Invalid Reading Date and Time 03 Invalid Meter Serial Id 04 Invalid Meter Register Id 05 MPAN Core not expected 06 MPAN Core Missing 07 Meter Serial Id not expected 08 Meter Serial Id Missing 09 Meter Register Id not expected 10 Meter Register Id missing 11 Not the Old Supplier 12 Erroneous Registration in progress, dispute unnecessary Rejection Reason Value Rejection Reason Description 13 SSD outside specified window 14 Some mandatory fields invalid

• r missing

15 Not the New Supplier 16 Not the Associated Supplier 17 Status of Proposed Reading(s) is invalid 18 Already Initiated 19 D0086 has already been issued

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D0300 EXAMPLE – MISSING READ REJECTION

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process M Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Record Rejection Reason Indicator 14 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 1 60C Meter Register Id Register Reading 12345 Reading Type C Change of Supplier Reading Rejection Code 01 Proposed Register Reading Status of Proposed Reading(s) P

Indicates Missing CoS Read Process, not Disputed Read Process ‘Register Reading’ and ‘Change of Supplier Reading Rejection Code’ should not be populated for Missing Read Process ‘Proposed Register Reading’ must be populated if ‘Status

• f Proposed Reading(s)’ is ‘P’.

Associated Supplier rejects with ‘Record Rejection Reason Indicator’ as ‘14’ (Some mandatory fields are invalid or missing)

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D0300 EXAMPLE – DISPUTED READ REJECTION

Group Data Item Name Data Item Value 58C MPAN Core 1012345678910 MPAN Core Process D Effective from Settlement Date {REGI} for New Supplier 20200401 Metering Point Address Line 1 Metering Point Address Line 2 Metering Point Address Line 3 123 Metering Point Address Line 4 Metering Point Address Line 5 Example Street Metering Point Address Line 6 Metering Point Address Line 7 Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP Additional Information Back up customer read 23/04/20 of 12191 Record Rejection Reason Indicator 14 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 1 60C Meter Register Id 01 Register Reading 12500 Reading Type C Change of Supplier Reading Rejection Code 02 Proposed Register Reading Status of Proposed Reading(s) P

Indicates Disputed Read Process, not Missing CoS Read Process ‘Proposed Register Reading’, ‘Reading Type’ and ‘Status of Proposed Reading’ must all be populated. Associated Supplier rejects with ‘Record Rejection Reason Indicator’ as ‘14’ (Some mandatory fields are invalid or missing)

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• Transposed Readings
• Where readings for multiple registers have been swapped and

consumption is recorded in incorrect time periods

• Impact on the consumer
• How do I identify Transposed readings?

COMMON ISSUE EXAMPLE

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D0311 EXAMPLE – TRANSPOSED READ

Meter Register ID Register Readings have been provided by the old supplier based on the history they hold

05D|1012776458777|20190509|E|2|811|7|||21||ST. GEO WAY||village|city|County|CB00 0AF| 06D|Z00E009000|N|| 07D|02|20190313000000|10781.0|C| 07D|01|20070210000000|26969.0|C| 07D|02|20070210000000|6058.0|C| 07D|01|20190331000000|45707.0|C| 07D|02|20181016000000|10621.0|C| 07D|01|20161204000000|42121.0|C| 07D|02|20150703000000|9219.0|C| 07D|01|20190313000000|45656.0|C| 09D|20190331| 10D|00043|1281.5| 10D|00210|273.6|

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D0086 EXAMPLE – TRANSPOSED READ

Meter Register ID Register Readings have swapped Registers from the readings on the D0311

D0086 received 196|1012776458777|V| 197|Z00E009000|C| 198|01|20190510000000|10795.0|||F|N| 07A|05|T| 198|02|20190510000000|45707.0|||F|N| 07A|05|T|

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• Where it isn’t known which reading should apply to which meter register,
• btaining “timed readings” is often the simplest way to resolve this.
• Request the customer (or an agent of the Supplier) to take multiple readings

allowing a period of time to pass between the two (while there is consumption being used in the property).

• Identify the timings that each register should be active (e.g. register 01 is

active 00:00 – 07:00 and register 02 is active 07:00 to 00:00, 7 days a week with no seasonal variance).

• If a reading progresses on one register between 09:00 and 09:45, this is likely

the correct reading for register 02.

TIMED READINGS

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