Erroneous Transfer Procedure definition

Erroneous Transfer Procedure means the action Suppliers are require to undertake as set out in Schedule 12 to resolve an Erroneous Transfer;

Split View

AI-Powered Contracts

Draft, Review & Redline at the Speed of AI

Get StartedBook a Demo

Erroneous Transfer Procedure means the procedure set out in the Ofgem Erroneous Transfer Customer Charter.

Examples of Erroneous Transfer Procedure in a sentence

• The party contacted will, after discussion with the customer, and if they believe it to be an Erroneous Transfer, initiate the Erroneous Transfer Procedure on the customer’s behalf.

• The Registered User, the Previous Supplier, the Proposing User or the Network Operator may also initiate the Erroneous Transfer Procedure on their own behalf where they believe that an Erroneous Transfer has occurred.

• The Registered User shall, within 20 Working Days of the Registered User becoming aware of a potential Erroneous Transfer, provide the Customer with confirmation that they will be returned to their Previous Supplier via the Erroneous Transfer Procedure.

• The party initiating the Erroneous Transfer Procedure should send the Erroneous Transfer Notification Form to the Registered User, the Previous Supplier or, the Proposing User and the Network Operator by e-mail within 5 Working Days of becoming aware of a potential Erroneous Transfer.

• Phase One – Determine Requirement and Initiate Erroneous Transfer Procedure Where the customer believes that they have been erroneously transferred they may contact the Registered User, their Previous Supplier, the Proposing User or the Network Operator.

• The party initiating the Erroneous Transfer Procedure will complete an Erroneous Transfer Notification Form with the Form Type field populated as ‘Initial Request’.

• The table below summarises the escalation procedure that should be taken when resolving any issues with the Erroneous Transfer Procedure.

• The contacted Supplier will, after discussion with the customer, and if they believe it to be an ET, initiate the Erroneous Transfer Procedure on the customer’s behalf.

• The Initiating Supplier shall (unless having already done so) provide the customer within 20 Working Days of their initial customer contact with confirmation that they will be returned to their Old Supplier via the Erroneous Transfer Procedure.

• Where the Initiating Supplier is the New Supplier, they shall make reasonable endeavours to initiate the Erroneous Transfer Procedure by sending the RET flow (or other method as agreed) within 8 Working Days of receipt of notification of a potential ET.