PrePayPower presentation to IGG CoS Loss process

Scope Change of Supplier Loss where PrePayPower has gained a customer under standard market processes Does not cover ‘Hardship’ meters where ESBN have installed the prepayment meter This is governed by WP19

Principles PrePayPower processes based upon facilitating seamless transfer for the customer within the standard market processes The meter is put into credit mode to ensure that the customer supply is not impacted. A reconciliation is done with for each customer Credit on the meter can be refunded Any charges outstanding can be billed

Detail MM110 received from MRSO Customer is contacted to confirm that they wish to transfer Customer is given a code to put the meter into credit mode – ‘ZZCode’

Confirmation of Loss MM105L arrives to confirm loss MM310 arrives confirming the read A reconciliation is carried out of the customer usage versus top ups

Issues with CoS Loss The major issue that we have experienced is where our customer has contacted a new supplier to be told that they cannot move onto their supply as there is a prepayment meter in place As you can see from previous slides CoS can proceed under normal market processes Our customer services is available at 0818 233 331 to deal with specific customer queries