The DAP is designed to help domestic prepayment customers who are in debt to switch Energy Suppliers. The purpose of the workshop is to gather insight into the root causes of the issues in the process and gather views on how the process can be improved under the REC to increase market performance.
The REC Code Manager has been monitoring the process for the previous months (September 2021 – January 2022) and have identified from DTN data provided by Electralink that many customers in debt are unable to switch, or that switch takes over a month to complete. This is clear consumer harm, in a group which includes many vulnerable consumers. As this issue exists across the board this could be caused by the design of DAP.
The agenda of the workshop will focus on:
• Introduction to the DAP and the risk monitoring
• Data analysis, issues identified, and initial actions taken by the Code Manager
• Change proposal update
• Use of the DAP vs internal / alternative processes
• Improving the process for gaining / losing suppliers
• Rejection codes – what we found in the data / reflections
• Recommendations and next steps
