xoserve sense checks & validation Reasonable Endeavours Claims

Required Evidence ClaimDescriptionValueEvidence Required 1 This claim can be made when the shipper has confirmed who the consumer is and has reported an offence of Theft to the Police involving Tampering (Gas Act Schedule 2B 10 1)/ Illegal connection (Gas Act Schedule 2B 11 1). £125 Evidence of Police notification. Or Witness statement or report. Or Police Details of Attendance. Or Crime Reference Number. Or other supporting evidence 2 This claim can be made when, under a Deemed contract (Gas Act Schedule 2B Para 8(2)) either: (a) the occupier was in unlawful occupancy with no genuine intent to pay; or (b) Occupier left the premises without informing Supplier of new address. £125 Evidence of Police notification. Or Witness statement or report. Or Police Details of Attendance. Or Crime Reference Number. Supporting evidence: TOG KwH value, Dates etc. 3 This action can be made when the consumer has been issued an Invoice for the Theft. ‘Costs incurred’ includes those associated with the replacement of damaged meters and gas fittings, isolation and restoration of the supply, investigation and debt recovery insofar as the supplier is entitled (whether by contract, deemed contract or otherwise) to recover the amounts. The demand should clearly show how the charges have been calculated. £125 Estimated gas used – KwH. Details of actual costs. Details of Work undertaken.

Required Evidence Cont. ClaimDescriptionValueEvidence Required 4 This claim can be made when the shipper has made available payment arrangements with the consumer, which have broken down in part or full. Where arrangements to pay for the gas taken illegally have been made available it should also be taken into account the person’s ability to pay and must not provide an opportunity for the person to avoid any part of the payment, which could reasonably be made. Where appropriate, a prepayment meter should be installed to assist recovery of the charges. £125 Evidence of payment arrangements. Copies of invoice/letters issued. Steps taken to recover charges. Percentage of value to be claimed 5 This claim can be made when the consumer fails to pay or breaks payment agreement terms and the shipper has exercised their right to disconnect the consumer and the consumer has made no attempt to rearrange payment. £250 Disconnection method. Disconnection date. Meter Point Status. Steps taken to recover charges. Percentage of value to be claimed. 6 This action is where the consumer has become either bankrupt, interim order or gone into liquidation. £125 Document from receivers that the claim for costs has been submitted and how much the receiver has advised will be distributed to the Supplier. Percentage of value to be claimed. 7 Where civil action is taken against an I&C customer. To value of costs Evidence of Civil action taken, documents submitted to the courts If no civil action taken, evidence of reason not to take this action

General Validation ConQuest System Checks - The information held on Conquest for the related TOG Contact is compared with the information provided on the claim form. SPA Management Criteria - The information on the claim form is compared to UK-Link. UK-Link Checks - Additional information is obtained from UK-Link for the MPRN provided on the claim form. This is used when raising the invoice. Supporting Evidence – This is to check that the evidence provided to support the claim is adequate.

The main classifications of the rejections are listed below: A. A valid TOG Contact does not exist on Conquest. E.g. Shipper states “Not Pursuing” on corresponding TOG Contact. Shipper does not provide kWhs or ToG period on Corresponding TOG Contact. No theft details have been provided on the Conquest TOG Contact. B. Information/eviden ce provided is not sufficient. E.g. Mandatory information or evidence has not been provided. C. Information/eviden ce provided does not concur with xoserve systems. E.g. Witness Statement claims meter was removed but UK-Link shows meter still in situ. Information provided on the Conquest TOG Contact does not match that provided on the claim. D. Information/eviden ce provided suggests payments have been completed or are being made. E.g. Witness Statement claims payments have been completed. A credit meter has been subsequently fitted. Letter to End User states that supply would not be reinstated until payments were made, and supply is Live. E. Information/eviden ce provided invalidates claim. E.g. Witness Statement states “Not Reported to the police” Evidence suggests that end user has not been issued with an invoice. F. Claim has been previously submitted. E.g. A previous claim has been submitted for this instance of theft. G. Incorrect claim type has been submitted. E.g. Claim 3 has been submitted when Claim 2 should have been submitted. H. Claim is for period outside Shipper ownership. E.g. Claim submitted is for a period which is entirely or partially for a period when the site was not supplied by the shipper. Rejection Reasons

Questions on the Validation of the Proposed Scheme (MOD231)  Will evidence be submitted to support the costs incurred?  Will xoserve be required to carry out any additional validation?