Circumstance

An erroneous transfer occurs when a retailer transfers a SPID not related to the customer intended to be transferrred. The erroneous transfer process can be used to return the supply point to the previous retailer. This differs from cancellation, as it can be done up to three months after the customer has switched supplier. The only reason for the erroneous transfer process to be used, is to move a customer back to its original supplier if an incorrect supply point has been transferred.

Customer touchpoint

If a customer has been incorrectly transferred to a retailer, it is likely that they will receive unexpected communication and bills from this retailer, whilst thinking they were still with their original retailer.

The customer that actually requested the switch would, however, receive either no communication or communication and bills from two different retailers.

Obligations under the codes

Retailers are responsible for rectifying erroneous transfers within three months of the SPID being transferred. The process that describes this is detailed in Section 3 of CSD 0103 (Registration: cancellations and erroneous transfers).

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