Wholesale Retail Code Change Proposal – Ref CPW139g
| Date | 08 August 2024 |
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Wholesale Retail Code Change Proposal – Ref CPW139g
Modification
proposal
Wholesale Retail Code Change Proposal – Ref CPW139g – Bilateral
Hub (Phase 13)
Decision
The Authority has decided to approve this Change Proposal
Publication date
8 August 2024
Implementation
date
2 October 2024
Background
CPW070/CPM043 (an Authority timetabled change proposal) created the programme of
governance under which work would take place to address issues that had been
identified relating to bilateral transactions (i.e., transactions between Wholesalers and
We are approving this Change Proposal.
CPW139g seeks to implement two new processes into the Bilateral Hub as part of the
Bilateral Transactions Programme, which aims to improve the efficiency of interactions
between Trading Parties. The processes implemented through this change would enable
Retailer-to-Retailer and Wholesaler-to-Wholesaler communication to take place within
the Bilateral Hub. Such communications can be necessary to allow other processes to
take place – for example, agreement of transfer reads is necessary before a customer
can switch Retailer. We think enabling Trading Parties of the same type to communicate
with one another in a standardised way will support the efficient resolution of customer
issues, improving customer experience.
Trading Parties will not be mandated to use the processes to communicate, meaning
that if they think other methods of communication (such as a phone call) will allow
swifter resolution of issues, this can be used, and we expect this where it would result in
more favourable customer outcomes. In light of the fact that the processes are not
mandatory, they do not have a code-mandated Service Level Agreement (SLA) attached,
but they do have a "best endeavours" SLA. For customer issues be resolved in a timely
manner, it is important Trading Parties meet this SLA. We therefore expect MOSL to
monitor the use of the processes and how often this "best endeavours" SLA is reached,
so that any concerns with Trading Party performance can be identified and addressed.
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