1. Smart Meter Installation Code of Practice Training Webinar
Lauren Nicholls and Graham Hall

2. Questions & Answers
Please send your questions through to us at any time during the webinar by logging into and inserting the event code #J630
Feel free to raise questions at any stage of the webinar and we will answer your questions as and when we receive them. Thank you.

3. Contents Origins of SMICoP ElectraLink’s role
What does the SMICoP cover?
SMICoP Meetings and Governance structure
Change Process
Recent Code Changes
Future Code Changes
Monitoring and Compliance
Contact Details
Feedback

4. Origin of SMICoP Minimum Standard Customer Expectations SMICoP
Result of the Smart Meter Rollout obligations:
Acts as a minimum standard for Suppliers to adhere to
Sets out Customer expectations
Introduces a monitoring and compliance regime
Provides governance processes (e.g. Change Process)
Minimum Standard
Customer Expectations
Monitoring and Compliance
Governance Processes
SMICoP
The Government Prospectus Response of March 2011 concluded that energy Suppliers should develop and follow a licence-backed Code of Practice governing the installation of smart meters. Energy Suppliers (Energy UK members) worked alongside consumer representatives and other stakeholders to develop this Code of Practice. A significant number of meetings and workshops took place and this work concluded with the designation of the Ofgem approved Smart Metering Installation Code of Practice (SMICoP) in April SMICoP specifies the minimum standards for Code Members to follow in relation to the customer facing aspects of the installation of Smart Metering Systems. Since 1 June 2013, all Domestic and Micro-Business Suppliers installing compliant Smart Metering Systems have had a licence obligation (Electricity Supply Licence Conditions 41 & 42, Gas Supply Licence Conditions 35 & 36) to comply with a Code of Practice governing the installation of smart meters. Only SMICoP has been approved by the regulator to facilitate this requirement.

5. Standing Meetings & Working Groups
ElectraLink’s Role
Technical Secretariat
Independent Chairs
Facilitation of the Change Process
Facilitation of standing meetings and Working Groups
Maintenance and upkeep of the website
Independent Chairs
Change Process
Standing Meetings & Working Groups
Website

6. SMICoP Section A

7. What does the SMICoP cover?
Section A – The Code of Practice
Minimum standards for Customers facing aspects of the installation of a Smart Metering System.
Applies to both Electricity & Gas
Mandatory for the first installation of a Smart Metering System at a premises
Voluntary for any Smart Metering Systems not installed under licence obligations (e.g. subsequent installations)
Does not cover BAU activities (e.g. Billing, revenue protection or Change of Tenancy)

8. Section A: Pre Installation Installation Post Installation
Legislations and Regulations
Relevant Codes of Practices
Relevant Regulations
Accreditations
Testing the System
Customer Feedback
Engagement and Customer Awareness
In Home Display
Recruitment
Demonstrating the System
Training
Energy Efficiency Guidance
Scheduling Visits
Sales and Marketing
Also covers fault and complaint resolution

9. SMICoP Section B

10. What does the SMICoP cover?
Section B – Code Governance
Required to be adhered to by all SMICoP Members and includes:
Constitution of SMICoP Governance Board (SGB)
Code Change Management process
Code Administrator responsibilities

11. SMICoP Governance Board
Composition
6 Large Supplier representatives
2 Small Domestic Supplier representatives
2 Micro Business Supplier representatives
2 Citizens Advice representatives
Role
Approves Change Requests
Approves Working Groups
Discusses SMICoP issues
Reviews Customer Satisfaction Survey results
SGB meetings are an open forum, with participants and observers welcome to attend in person or via teleconference

12. SMICoP Ltd Board Composition Role 6 SMICoP Ltd Directors
Manages Code Administrator contract
Handles the SMICoP Ltd proceedings (budgets etc)

13. Change Advisory Group Composition Role Electricity and Gas Suppliers
Citizens Advice
The Authority
Meter Operators
Network Operators
Other interested recipients agreed by SGB
Role
Impact assessment of SMICoP Change Requests

14. Working Groups
SGB may convene ad-hoc subgroups to consider issues or deliver tasks should they arise.
To date, the below groups have been convened:
Constituency WG
Customer Survey WG
Install and Leave WG
Change Process Review WG

15. Change Process Overview
Change Process Steps
Change Request raised
Legal Review
CAG Assessment
Voting
Authority/ Party Decision
Appeal
Implementation

16. Key Principles
Change Requests (CR’s) can be raised by Citizen’s Advice or any electricity or gas Supplier
At least 7 votes are required for any CR to be approved by the SGB
All changes requires Authority Consent from Ofgem
Authority has 30 Working Days to provide a decision
No decision is taken as an approval

17. Recent Code Changes Install and Leave Amendments
Amendments in Section A and Section B of the Code, enabling work to be conducted without the customer being present. Updating clauses to ensure that the customer is made aware of the reasons the installation may not be completed and that the customer is informed when the installation is complete, with another visit being permissible.
Amendments to the SMICoP Customer Survey Specification
Clarity for customers regarding the energy efficiency guidance they receive, which may help the customers recall when this guidance has been provided. No potential data protection breaches by including customers or Supplier’s information within the free text responses, that are then collated and provided to SGB in an open forum. Reduced risk of duplication or misalignment between the requirements in the Domestic and Micro-Business aspects of the survey.
Alternate In-Home Display (IHD)
Introducing the concept to SMICoP of an “Alternate IHD Trial” and any trial derogation granted to a Supplier and that any trial may include a control group who receive an IHD as per any non trial Domestic Smart Installation Customer can. Allowing a Supplier applying their “Alternate IHD Trial” derogations to not apply two of their SMICoP obligations when carrying out a smart installation for trial Customers (trial Customers who are additionally not part of a control group receiving an IHD). The SMICoP obligations not to be applied are; a) the “offer” of an IHD, and b) including these customers as part of the list of completed smart installations, as part of the monitoring compliance Customer Survey.

18. Future Code Changes CR 038 - Amendments to the SMICoP Change Process
The following Change Requests will be implemented in the Version 4.2 of SMICoP to be published on 27 November 2017
CR Amendments to the SMICoP Change Process
Amendments to the SMICoP Change Process to allow for the Change Report drafting to be updated following the receipt of Change Advisory Group (CAG) comments but prior to the SMICoP Governance Board voting on the change. Amendments to the Change Process to allow for the introduction of Alternate Change Report Process.
CR 043A - Alternate Supplier Constituency Amendments
Opening up the existing constituencies representation as the market starts the process of mass rollout, with more Suppliers who will have evidence/experience of what works and continues to be appropriate. Amending to a consistent approach across all Supplier Constituencies, to allow each Supplier the opportunity to take part in decision making and voting. Thus allowing each Supplier to make decisions/provide information attributed to their organisation, further allowing the various insight/evidence/information to inform a position (using feedback from Customers to know what works) to help make informed SGB decisions.

19. What is in the Pipeline?
The below Change Requests are due to be issued to CAG for consideration:
CR 047 and CR 047A – Mandating Code Members to Become SMICoP Ltd Members
This change seeks to mandate Code Members to become SMICoP Ltd Members to ensure they contribute to the administration and maintenance of the Code, using the supply point numbers for gas and electricity provided by Code Members in their annual Constituency Self-Declaration (being progressed within CR 043). These figures would then be used for a market share based funding approach in CR 047 or an equal split funding approach in CR 047A. As the funding mechanism is currently set out in the SMICoP Ltd Articles of Association, a further change to the Articles will be required.

20. SMICoP Section C

21. What does the SMICoP cover?
Section C – Monitoring and Compliance Customer Survey Specification
Required to be adhered to by all SMICoP Members conducting customer surveys.
Sets out:
Reporting Timetable
Roles and responsibilities
Survey questions
Required methodology
Reporting process

22. Monitoring and Compliance
There are three monitoring and compliance methods stipulated within SMICoP:
Self Certification
Independent Audit
Customer Surveys

23. Self Certification
Self-certification is a statement signed by a board director of the Member confirming compliance (at the time of signature) with all relevant clauses of the Code, along with confirmation that there is supporting material evidence of compliance.
The first self-certification is due prior to a Member starting the Code Section 2 (Pre-Installation process). For subsequent Member self-certification, these Members will comply with the annual timetable of 1st June each year.

24. Independent Audit
A single independent audit will be commissioned on all Members, with over 10,000 electricity and/or gas Domestic and/or Micro Business Customers, to provide assurance that processes and compliance is in place for all relevant aspects of the Code from the time of the last self-certification statement.
Members that do not have a Self-Certification form in place on 1 September 2016 shall notify the Code Administrator when they are ready to be audited and will use all reasonable endeavours to ensure that their audit is completed within six months of installing 1500 Smart Metering Systems.

25. Customer Surveys
Member’s Customers will be surveyed by a suitably qualified independent Survey Organisation to monitor individual Members’ compliance against the Code. The Independent Survey Organisations will sample the data and survey the Customers using a defined set of questions included in Section C of the Code.
The questions are split by Domestic and Micro Business Customers and include demographic information populated by the Survey Organisation.
The aggregated results are presented to SGB and provided to BEIS, Ofgem and Citizen’s Advice.

26. Sampling Sizes Planned Installations Domestic Customer
Micro Business Customer
< 5000
N/A
As many as possible
5000 – 20000
500 in 12 months
500 per quarter
20000 <

27. Contact Details Alternatively, please contact the SMICoP helpdesk:

28. Feedback
We would appreciate your feedback on this SMICoP Training Webinar
A feedback form will be ed you to, and we would welcome all of your opinions.