Wholesale Retail Code Change Proposal – Ref CPW137
| Date | 24 August 2023 |
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Wholesale Retail Code Change Proposal – Ref CPW137
Modification
proposal
Wholesale Retail Code Change Proposal – Ref CPW137 - Interim
Supply Allocation Customer Data Provision
Decision
The Authority has decided to approve this Change Proposal with a
modification to the legal text
Publication date
24 AUGUST 2023
Implementation
date
27 OCTOBER 2023
We are approving this Change Proposal with a modification to the legal text.
We consider that there is potential for significant customer detriment to arise from there
being no retention of, or subsequent arrangements for transferring customer contact
and billing data to an Interim Supplier following a Retailer failure. We think that there is
potential for poor customer experience as a result of the transfer to an Interim Supplier
from a failed Retailer, and we believe that steps must be taken to minimise this.
This Change Proposal provides a solution which will enable customer contact and billing
data (i.e., billing contact name, address, email and telephone number) to be passed on
to an Interim Supplier if needed. We agree with the Proposer that having customer
contact and billing data in a central location, which can be kept updated, secure and
accessible if needed is far preferable to having nothing available, with the consequential
risk of delays and disruption to customer billing and poor communication.
Market frictions continue to affect the effective functioning of the market and improving
data quality is a key market priority. Whilst we understand that Retailers may not
currently hold all of the data items included in the reports required under this Change
Proposal for all of their customers, we expect them to take every opportunity in future to
gather this data, with a view to populating all the data fields accurately and as soon as
reasonably practicable, thus helping to improve the overall availability and quality of
data in the market. We recognise that there is limited capacity for MOSL to carry out
data quality checks on Retailers' submission, however we expect MOSL to review the
volume of data being provided, and to flag any concerns. We would like the Post
Implementation Review to include information on the completeness and suitability of
the data being submitted by Retailers.
In the event that a Retailer were to exit the market, we expect MOSL to put
arrangements in place to enable the data to be extracted and securely transferred to an
Interim Supplier in a timely way, and we would encourage MOSL to make these
arrangements clear and transparent to Retailers.
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