We are already seeing detrimental impacts in the relatively short time since the CSS Go-Live date and this as the potential to get worse/continue: Customer Service • When the Customer’s MPAN is disconnected incorrectly, a new MPAN needs to be created which needs to registered with a Supplier, this could mean the agreement of a new Supplier Energy Contract, potentially increasing costs, wasted customer time and effort in resolving the consequential queries, from an error that they had no part in., • The Customer will need to enter into a new Energy Contract which could result in increased charges, as the tariffs they were previously contracted to may no longer be available. . For Half Hourly (HH) they will have to arrange a new HH MOP contract. There have already been customer complaints filed due to customers losing their existing tariff and being locked into a more expensive rate as they are treated as a new customer. • The DNO cannot get around the above as the industry processes do not cater for this scenario, resulting in customer dissatisfaction.. • Customers are not able to switch Supplier until they have been provided with a new MPAN that is ready to receive an initial registration request. • Once the customer is able to register the new MPAN, they may experience difficulties getting registered under a new initial registration with a different Supplier where the property is already traded with an operational meter. • During the period where the customer does not have a registered supplier, they are not recognised on DNO system and are not notified of pre-planned or unplanned loss of supply outages. • PSR Information that related to the previous MPAN may be lost in the transition of data from the old MPAN to the new MPAN, thereby causing problems for the consumer’s vulnerability not being considered – where appropriate. • Meter Reading history for the old MPAN is not transferred, which could result in higher estimates as there is no historic consumption information on which to base estimated readings for the new MPAN. Readings will be created using profiles rather than historic consumption patterns. Industry Party Impact • Additional DNO/Supplier time and effort in resolving. • Changes to business processes and cross communication between new MPAN creation and other teams to resolve. This can add further cost and delay to resolution. • Once the MPAN is created, necessity to re-register the MPAN in CSS, and for the Supplier to submit D0205, D0386, D0312 and any other relevant flows needed to recreate the data held for the original MPAN. If the process is not completed, there is an increased risk of having untraded MPANs in the system or incomplete information on the MPAN. • If the customer opts for a new Supplier to register with, the new Supplier may not have the full set of MPAN details needed to set up all data in the systems. There may be a delay while the new Supplier obtains this information. • Complications registering customer as a ‘new’ supply when in fact is an existing supply. • Loss of the MPAN history. Limited means to link the old and new MPAN and registration details or communicate this link to downstream systems. Settlement impact • MPANs can only be registered going forwards, if an MPAN is disconnected in 01/01/22, the new MPAN is created 01/02/22 and not registered until 01/03/22, 3 months of energy is not settled. • The customer/business is unlikely to be billed for the time it takes to create the new MPAN and get it registered meaning there could be an impact on settlements. This could also lead to customers ‘dragging their feet’ to appoint a new Supplier in the knowledge they are on not being billed. There may also be impacts with back-billing should the issue not come to light for a significant period. . • If the customer fails to sign a supply agreement or cannot get a Supplier, the MPAN will remain unregistered, but the customer will still use energy which is not being billed or settled.