COS
What does COS mean?
Change of Supply
What is an ET?
An ET happens when a customer changes suppliers incorrectly, usually down to human error or an issue with the national database.
How fast is a faster switch for RES/SME &PP customers?
RES 1 working day
SME 2 working day
PP 5 working days
What is a dispute in COS?
In the energy industry, a dispute occurs when a customer's final meter reading with their old supplier, or their opening reading with their new supplier (change of supplier reading) is incorrect.
What does the CSS do ?
The Central Switching Service are the ones who accept or reject a switch. We will learn about all the rejection reasons throughout this session
What is a dispute?
If a change of supply reading is incorrect we can’t just change it. Instead we raise a dispute to agree a reading with the old / new supplier.
Why do old suppliers object?
Objection reasons:
Customer has debt with old supplier
Customer has exit fees with old supplier and is switching before renewal
Customer has moved into property without telling old supplier who they are, so old supplier is objecting because they want to know who the customer is before they switch away.
What is the flow for gas and electric disputes?
The electric flow for a dispute is a D0300
The gas flow for a dispute is a SAR
What is Faster Switching?
Faster switching means customers can switch in as little as 1 working day for residential customers, but there are a few things to conside
Name the 9 parties involved in the COS Process.
MOP
New Supplier
MAM
Old Supplier
DC
CSS
ECOES/XOServe
Kraken
REL
What does the Data Collector do in COS?
The data collector validates the COS reading for electric and then send this off to the new and old supplier.
We get the read we send to our DC, then our DC send to the OLD DC which in turn they send to their supplier
What are the golden rules for disputes to be raised?
upply Start Date less than 12 months ago - For us to raise a dispute, the customer must have switched to us less than 12 months ago, if the period is outside of this time, you can reach out to one of your COS Experts who can help you to support your customer.
A change of supply reading needs to be in Kraken - Remember a change of supply reading is a D0086 / UMR / MBR. If we're raising a dispute its because the customer isn't happy with the change of supply read. If we do not have a change of supply reading - that is an MCOS dispute instead, which we will cover later on.
The MTD's must be correct and in Kraken - We need to ensure we have the meter details in Kraken and that they are correct. Get a photo of the meter and check it matches what we have in Kraken - if the details don't match, its a Missing meter exchange, which you can find more information about on Wiki Whisperer
We need 2 back up readings from the customer- You must obtain at least 2 readings from your customer. These readings are used to provide the other supplier with evidence that the reading on the bill is not right. Your back ups must be at least 7 days apart and they must be actual reads.The dispute will be rejected if you do not provide 2 back ups
We need to consider tolerances -
The amounts are:
Electricity: 250 kWh
Gas: 109 m³ or 39 ft³
If the difference is smaller than these amounts, we can raise the dispute anyway if the customer requests for a dispute to be raised
What is the cooling off period?
The customer has 14 days to stop the switch if they decide not to join their new supplier. If the customer is a faster switcher there are some things to consider.
What are the duties of the new supplier in the COS ?
New Supplier
Meter Reading Coordination - The new supplier need to obtain a meter reading, send it off for validation and be returned with a validated reading before the account can start being billed. (This is why getting an accurate opening reading is so important) - No D086 No bill
Contract Activation - The new supplier needs to begin the contract with the customer and begin the onboarding process
Account Activation - The new supplier needs to ensure the account is set up fully - DD details, tariff activation, first bill, contact details etc.For "New Supplier: Account Activation": "Ensuring a seamless activation with accurate opening reads is key to preventing future billing surprises and potential debt for the customer."
Explain the difference between faster and future customer
A ‘faster switch’ is when a customers supply is switched within 14 days! It can happen as fast as 1 working day
A ‘Future switch’ is when a customers supply is switched after 14 days
Where in Kraken do I raise a dispute?
Properties tab
Explain who Objects/Rejects
A change of supply can be objected to (Old supplier) or rejected to (CSS).
What are the duties of the old supplier in COS?
Old Supplier
Raising Objections - The old supplier has the opportunity to raise any objections to the switch happening such as the customer still being under contract with them.
Creating a final bill - The old supplier needs to create the final bill, once the new supplier has gained the customer and the readings have been validated by the DC and XOServe
Data Transfer (in some cases) - In some instances we may be provided with additional information, such as historic usage and the customers last actual meter reading with the old supplier .
Explain COS in 9 steps
Customer signs up to us
We let CSS know we want the customer
CSS can Reject or Accept the switch
CSS lets the old supplier know the customer is leaving
The old supplier can then object to the switch
We then appoint our metering agents via the D155 and the ONAGE flow
We get the MTD’s from the MOP & MAM
We then send a reading off for validation
We get back the D0086
What are the 3 outcomes for disputes?
Accept: You've checked its correct and you agree the COS should be changed to what they've proposed!
Reject: The other supplier hasn't followed the golden rules - you should reject! In some cases you should avoid rejecting even if some of the golden rules have not been followed. Try to offer an alternative instead!
Alternative: The dispute has been raised correctly and you agree the COS read needs to be changed! But you believe the proposal read should be different. Use the customer readings we have to create a better proposal, and send this as an alternative with the back up readings.