Clarifying requirement for continuous billing following an Erroneous Switch

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Summary
Schedule 30 (Resolution of Consumer Facing Switching and Billing Issues) includes requirements on Suppliers relating to the identification and resolution of Erroneous Switches. This includes a set of principles and outcomes that Supplier's must adhere to. One of the required outcomes of an Erroneous Switch is that the consumer is only billed once for the period of the Erroneous Switch, and that they are only billed by the Supplier they have a valid contract with. Paragraph 5.2 of the CFSB Schedule sets out that the Losing Supplier should accept responsibility for billing during the period of the Erroneous Switch. However, it is not explicitly clear that the Gaining Supplier should not bill the consumer for consumption during the period of the erroneous supply. This Change Proposal has been raised to review the wording of paragraph 5.2, or the resolution outcomes more generally, so there it is clear to Suppliers, and the REC PAB in their assurance activities, what the expectations are.

Latest update and next planned activity

Date of latest update
Latest Update
04/10/2023 - Following the approval of R0138, this change has been withdrawn.

Impacts Overview

Priority and rationale

Priority last updated on 29 May 2026

Solution development

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Original submission

Change details

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31 Mar 2023

Change details

Clarifying requirement for continuous billing following an Erroneous Switch
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Activity