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

MAP 08 Training Session Helen Fosberry, Jonathan Hawkins and Glenn Sheern

AGENDA 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 • 2

Governance and Wider Context Helen Fosberry

ROLE OF THE MRA • 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

FUTURE GOVERNANCE AND THE REC • 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 1 st 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) 5

CFSB SCHEDULE • 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 obligation has not been met.

CFSB • Schedule sets out ‘Consumer Principles and Outcomes’ for each key area • Each area sets out a description of the issue, the minimum outcomes 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 7

FUTURE GOVERNANCE AND THE REC • Performance Assurance Board (PAB) to be established to oversee 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. 8

CHANGE OF SUPPLY PROCESS AND CHANGE OF SUPPLIER READINGS Start CoS process Customer signs New Supplier (Application for contract Appoint agents Registration) Old Agents send Meter Tech details, Customer transfers Submit CoS read meter reads and historical data Old and New D0086 (CoS or Supplier use read Deemed Read) for final and received opening billing 9

MAP08 SUMMARY Supplier Agreed Meter Reads Process 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

MAP08 SUMMARY Disputed Meter Reading on Change of Supplier (MRoCoS) Process Used where either the Old Supplier, New Supplier or customer disputes the reading in following scenarios: New Supplier Old Supplier disputes: disputes: Customer disputes: MRoCoS on receipt Candidate MRoCoS • • their opening • of D0086; received from the account from the New Supplier for a New Supplier; or MRoCoS on receipt • smart meter; or of first actual read Their final account • after SSD; or MRoCoS on receipt • from the Old of D0010 or D0086 Supplier . own Candidate • MRoCoS for smart meter following validation

PROCESS PHASES Both processes divided into seven phases Phases based on the following principles: Least inconvenience to the Production of timely and accurate customer and minimising final account customer complaint Smart meter reads take Least impact to settlements precedence if available 12

COMMON REASONS WHY MAP 08 USED • 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 Actual Customer Smart (On D0311 D0188 (Meter (PoS / Demand + (NOSI) (PPM) Reader / CoS) Scheduled) MOP) 13

Supplier Agreed Meter Readings Jonathan Hawkins

CONDITIONS PRECEDENT • 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 • 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 5 th November 2020 (MAP CP 0328 - Earlier initiation of Supplier Agreed Meter Readings process) • New Supplier flow takes precedence 16

AGREED READ PHASE 1 DETERMINATION 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 5 th November 2020 (MAP CP 0328 - Earlier initiation of Supplier Agreed Meter Readings process) Initiating Supplier should provide Proposed Read and Proposed Read Type

AGREED READS PHASE 2 INITIATION Send D0300 R where Status 1 of P to Associated unable to for proposed provide Supplier 1 Status of Proposed Reading(s) (J1660) 18

D0300 EXAMPLE – INITIATING MISSING READ Group Data Item Name Data Item Value Indicates Missing CoS Read 58C MPAN Core 1012345678910 Process, not Disputed Read MPAN Core Process M Process 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 Although each address line is Metering Point Address Line 4 optional, the address itself is Metering Point Address Line 5 Example Street mandatory and must be Metering Point Address Line 6 populated in Standard Address Metering Point Address Line 7 Format (SAF) Metering Point Address Line 8 Example Town Metering Point Address Line 9 Metering Point Postcode EX1 2BP ‘1’ for initiating flow. ‘2’ for Additional Information any other D0300 Record Rejection Reason Indicator 59C Meter Id (Serial Number) METER123 Initiating Flow Indicator 1 60C Meter Register Id Initiating Supplier unable to Register Reading provide reading. Reading Type Change of Supplier Reading Rejection Code Proposed Register Reading 19 Status of Proposed Reading(s) R

AGREED READS PHASE 3 RESPONSE • When initiating supplier hasn’t Propose proposed a read • Associated supplier agrees with Accept proposed read • Associated supplier proposes a more Negotiate suitable read Request Read • Invalid or no proposed read 20