Registration Process:Handling Objections fromCurrent Supplier

Registration Process: Handling Objections from Current SupplierPlease note: This update regards a change to the objections process for 03/04 single MPAN sites; 01/02, 05-08 and multi MPANs are excluded

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New Process

Following feedback from TPIs, we have now amended the process and system handling objections to allow for more resolution time and progress to a 3rd registration stage.

1st Registration

1st objectionreceived

2nd Registration

After 14 day cooling off period from 1st objection, automatic 2nd registration attempted

After 2nd Objection

• Sale will now be held for up to 50 days to allow for resolution of objection reason

•Where no resolution/request from TPI during the holding period, the sale will be cancelled at the end of that period

3rd Registration

Only actioned where TPI has contacted ScottishPower (within 50 days of 2nd objection).

BenefitsofchangetoObjectionsProcess

Additional resolution time for TPI and customer

Convenience for TPI – no requirement to resubmit sale, i.e. sale can be progressed without requirement for full resubmission of sales application.

Registration Process: Handling Objections from Current SupplierPlease note: This update regards a change to the objections process for 03/04 single MPAN sites; 01/02, 05-08 and multi MPANs are excluded

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Action required from TPI

If the objection reason is resolved within 50 days of 2nd objection, the TPI should notify ScottishPower’s Broker Service Team in writing (Consultants@scottishpower.com) to request 3rd registration attempt; a new sale is therefore not required if action is taken during this period.

Please note – where no request has been received from TPI within the holding period (50 days), the sale application will be cancelled. Subsequent requests for a new registration outwith the holding period will require a new sale to be submitted via the current sales upload process.

If the TPI has taken action within the holding period and a 3rd registration attempt is made but then objected to again by the existing supplier, ScottishPower can then manually resubmit registration for a 4th time on the TPI’s request. This will then fall into a further hold period if subsequently objected to by the existing supplier; this process can continue to be repeated if requested until the objection is resolved.

If hold period is exceeded and no action requested, the sale will be cancelled.

Please note: For change of Supply Start Date (SSD)

• As part of the 3rd registration, the system will automatically calculate a new SSD (c. 18 days from registration start)

• If the sale has been objected to due to SSD being too early and the true SSD is in the future beyond auto-calculated SSD, the sale may need to be cancelled and resubmitted, contact the Consultants team for further advice on a case by case basis.