Resolution of Bilateral Erroneous Transfers
Summary
This Change Proposal is to introduce a more consistent and efficient mechanism for Suppliers to use when investigating and resolving Bilateral Erroneous Transfers.
Latest update and next planned activity
Date of latest update
Latest Update
16/05/2023 - At the Change Panel meeting on 02 May 2023, the recommendations set out in the SDEP Review Report were approved. This included the initiation of 6 Change Proposal groups, including a group that captures Multilateral Erroneous Switches and the functionality changes required within R0016. As a consequence Change Proposal R0016 - Resolution of Bilateral Erroneous Transfers has been withdrawn. The requirements identified under R0016 will be taken forward under a new SDEP review related Change Proposal.
Impacts Overview
Impacted Consumers
Electricity
Gas
Domestic
Non-Domestic
Impacted REC Parties and Market Participants
Energy Supplier
Impacted REC Documents
Schedule 17 - Secure Data Exchange
Impacted REC Services
Secure Data Exchange Service (SDES)
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
Problem Statement
The SDEP currently only supports direct messaging between two SDEP Users and doesn’t allow for communications to be shared with multiple users (three or more). In circumstances where agreement is required between multiple parties, this needs to be managed outside of the SDEP by telephone and email. This has reportedly resulted in inconsistencies between parties and delays in the resolution process.
Proposed solution summary
- As a Consumer, I want issues affecting me or my energy account to be resolved at the earliest opportunity, to minimise impacts to my energy switch or accurate and timely billing.
- As a Consumer, I want industry parties to share my personal data securely so that my data is protected.
- As an Energy Supplier, I want to be able to resolve Bilateral Erroneous Transfers effectively and efficiently, so that I can bill my Consumers accurately and timely.
- As an Energy Supplier, I want to be able to resolve Bilateral Erroneous Transfers effectively and efficiently, so that I supply Consumers with whom I have a valid contract.
No documents available.
Change Plan
Solution Analysis
In Progress
Start:
18 Nov 2021Due:
21 Mar 2023Completion:
Proposed Approach Presented To Change Panel
Not Started
Start:
21 Mar 2023Due:
18 Apr 2023Completion:
Original submission
Change details
Ben Atkinson - -
18 Nov 2021
Change details
Resolution of Bilateral Erroneous Transfers
SDEP allows secure communication between 2 suppliers. Bi-lateral Erroneous Transfers occur between 3 suppliers. Current charter guidelines suggest ‘Where an ET has taken place between multiple parties and they are in agreement that an ET has taken place, it should be resolved bilaterally/multilaterally between the Suppliers via telephone. Following this, an email confirmation can be sent to the first escalation point.’ Inconsistencies in how to resolve Bi-Lateral ETs between suppliers and some suppliers having no ET specialised voice teams can lead to delays in resolution
The impact where a supply has been erroneously switched on more than 1 occasion before resolution of the first switch can lead to delays when suppliers raise an ET proposals and not follow the recommended bi-lateral process. This can occur for 2 reasons i. An ET proposal for the original switch is already in progress ii. Suppliers are not confident in the current process iii. There are insufficient contact details available for one or both suppliers Ambiguity in this area can cause delays impacting customer resolution times, Industry SLAs and GSOP failure. There can also be instances where the new supplier has a ‘Valid Contract’ however corrective action needs to be taken between the 1st and 2nd suppliers. Progress in resolution can be further inhibited in this scenario, further augmented in addition by any of the referenced scenarios above.
SDEP represents a secure platform for communication between suppliers, however single communications can only be seen from supplier to supplier currently. A designated queue/platform in SDEP specific to Bi-Lateral ET’ where three or multiple suppliers could access a single bi-lateral communication/proposal and agree validity, transfer dates and meter readings in order to resolve bi lateral ET’s. An agreed obligation to respond within specific timelines should improve Bi-lateral resolution times significantly, provide clarity and utilise agreements via SDEP as auditable evidence of what has been agreed/rejected replacing the requirement for the lesser effective, lesser used email confirmation.
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Impacts
Electricity, Gas, Domestic Prepayment, Domestic Credit, Microbusiness, Small and Medium Enterprise (SME), Industrial and Commercial (I&C)
Switching experience, Billing accuracy, Ability to pay
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Schedule 17 - Secure Data Exchange
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No details provided
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No details provided
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No details provided
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No details provided
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Secure Data Exchange Service
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Energy Suppliers
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No details provided
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No
No details provided
Priority & timing
No
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No details provided
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Activity
Proposed solution summary changed to As a Consumer, I want issues affecting me or my energy account to be resolved at the earliest opportunity, to minimise impacts to my energy switch or accurate and timely billing.As a Consumer, I want industry par…
Proposed solution summary changed to As a Consumer, I want issues affecting me or my energy account to be resolved at the earliest opportunity, to minimise impacts to my energy switch or accurate and timely billing.As a Consumer, I want industry parties to share my personal data securely so that my data is protected.As an Energy Supplier, I want to be able to resolve Bilateral Erroneous Transfers effectively and efficiently, so that I can bill my Consumers accurately and timely.As an Energy Supplier, I want to be able to resolve Bilateral Erroneous Transfers effectively and efficiently, so that I supply Consumers with whom I have a valid contract..
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