Multiple Switch Requests Increasing Objection Rate
Summary
REC Parties have told the Code Manager that they are seeing multiple registrations attempts (10 plus attempts on consecutive days in some instances) on individual MPxNs. They are concerned about Consumer detriment as those trying to switch are not getting time to review objection related communications from their current Supplier to allow them to act and resolve the issue. This was initially presented as a non-domestic issue, but initial Code Manager investigations have also highlighted potential concern around proposed domestic transfers as well. There is also a risk of Party Performance impacts with initial analysis flagging potential impacts on Performance Assurance Risk Drivers, 8.9, 8.10 & 8.11.
Latest update and next planned activity
Date of latest update
Latest Update
20/05/2025 - the Code Manager has withdrawn this Issue, as there are no adequate solution options and minimal Consumer detriment. The adoption window has closed.
Impacts Overview
Impacted Consumers
Electricity
Gas
Domestic
Non-Domestic
Impacted REC Documents
Schedule 23 - Registration Services
Schedule 30 - Resolution of Consumer Facing Switching and Billing Issues
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
Problem Statement
Non-Domestic Consumers are having their Switch experience affected by multiple Objection attempts following a single initial attempt to register for their supply by a prospective gaining Supplier. This results in Consumer detriment, as multiple Objections result in repeated rounds of communications to the Supplier. This results from automated Registration systems employed by Non-Domestic Suppliers.
No documents available.
Change Plan
Presented at Change Issues Group
Completed
Start:
Due:
Completion:
06 Mar 2025Original submission
Change details
Carl Dennis - Code Manager
25 Sep 2024
Change details
Multiple Switch Requests Increasing Objection Rate
Multiple Switch Requests are impacting Consumer experience and Party Performance Assurance
REC Parties have told the Code Manager that they are seeing multiple registrations attempts (10 plus attempts on consecutive days in some instances) on individual MPxNs. They are concerned about Consumer detriment as those trying to switch are not getting time to review objection related communications from their current Supplier to allow them to act and resolve the issue.
This was initially presented as a non-domestic issue, but initial Code Manager investigations have also highlighted potential concern around proposed domestic transfers as well.
There is also a risk of Party Performance impacts with initial analysis flagging potential impacts on Performance Assurance Risk Drivers, 8.9, 8.10 & 8.11.
This was initially presented as a non-domestic issue, but initial Code Manager investigations have also highlighted potential concern around proposed domestic transfers as well.
There is also a risk of Party Performance impacts with initial analysis flagging potential impacts on Performance Assurance Risk Drivers, 8.9, 8.10 & 8.11.
Allow time for consumer to review and understand the reason for each objection.
Options Discussed at RIG:
Extend objection window to allow more time for review.
Add in standstill period following objection - no reg for 3/5/7 days
Restrict retries:
Objection 1 - one day retry
objection 2 - 3 day retry
objection four - 5 day retry
Alternative Option
Volume limitation – no more attempts after 5/10/20
Extend objection window to allow more time for review.
Add in standstill period following objection - no reg for 3/5/7 days
Restrict retries:
Objection 1 - one day retry
objection 2 - 3 day retry
objection four - 5 day retry
Alternative Option
Volume limitation – no more attempts after 5/10/20
Impacts
Electricity, Gas, Domestic Prepayment, Domestic Credit, Microbusiness, Small and Medium Enterprise (SME), Industrial and Commercial (I&C), Other (please specify in the Additional information box below)
Switching experience, Trust and confidence
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Schedule 23 - Registration Services, Schedule 30 - Resolution of Consumer Facing Switching and Billing Issues
Main impact is Schedule 23. Also, potentially a new section of Schedule 30, this could also require a new SDES use case and escalation process.
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No
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Priority & timing
No
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No
No
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Activity
Status has been changed to Issue Withdrawn.
maxime.van-eyseren, vaishnsharma have been allocated as SME.