CSS End User Obligations
Summary
There are multiple observed instances of CSS incidents that have been raised that cannot be resolved without proactive engagement from the end user. There are currently no direct obligations on CSS Users to engage with the incident resolution process, or to provide up to date contact details, which can result in the CSS System Operator struggling to resolve incidents in a timely manner. This results in CSS incidents remaining unresolved and results in a degradation of the effectiveness of the switching process. This Change Proposal has been raised to address this issue.
Latest update and next planned activity
Date of latest update
Latest Update
07/02/25 - This Change Proposal has been withdrawn at the request of the proposer, as it is being developed as part of I0180
Impacts Overview
Impacted Consumers
Electricity
Gas
Impacted REC Parties and Market Participants
Other
Impacted REC Services
Central Switching Service (CSS)
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
No documents available.
There is currently no Change Plan.
Original submission
Change details
Ann Perry - -
10 Mar 2023
Change details
CSS End User Obligations
There are multiple observed instances of CSS incidents that have been raised that cannot be resolved without proactive engagement from the end user. There are currently no direct obligations on CSS Users to engage with the incident resolution process, or to provide up to date contact details, which can result in the CSS System Operator struggling to resolve incidents in a timely manner.
CSS incidents remain unresolved and results in a degradation of the effectiveness of the switching process.
Introduce additional obligations on CSS Users to engage with the incident resolution process and to provide up to date and relevant contact details.
Issue has been discussed at the Switching Operator Issues Forum (SOIF) and initial discussions on an appropriate way forward have been held at the Code Manager Technical Change Workshop.
Impacts
Electricity, Gas
Switching experience, Trust and confidence
Poor engagement with the incident resolution process will reduce the effectiveness of switching.
No details provided
Impacts to products TBC
No details provided
-
No details provided
-
No details provided
n/a
No details provided
-
Central Switching Service (CSS)
-
No details provided
CSS Users will be impacted
No details provided
n/a
No
No details provided
Priority & timing
No
-
No - Aim to progress CP in a timely manner, such that the backlog of unresolved switching incidents does not grow significantly.
No
No details provided
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Activity
Implementation Date has been updated to 08 Nov 2024.
Orphaned SME: Lead Technical Analyst, Orphaned SME: Lead Assurance Analyst have been allocated as SME.