Supply switched to EDF without my permission! Who do I pay?

Hey @Jeffus,

I checked on this with some experts internally and this was the response:

The new Guaranteed Standards introduced apply in the following situations:

• When a customer reports a potential erroneous switch, the customer will receive a standard payment of £30 from each supplier if they are unable to agree within 20 working days whether an erroneous switch has occurred;
• The customer will receive £30 from the contacted supplier if they fail to return the 20 Working Day Letter as required by the Erroneous Transfer Customer Charter within 20 working days;
• An erroneously switched customer will receive £30 from their old supplier if they fail to re-register the customer within 21 working days; and
• Where a switch has been completed, customers will receive a payment of £30 if suppliers fail to return a credit balance within 10 working days of issue of a final bill.

The 12-18 weeks timeframe refers to how long it actually takes for the whole process to complete.  For example, we need to accept and re-register within 21 days, then it could potentially take up to 18 weeks for all the industry information to be receive correctly and billing to recommence.

Hope this helps clarify. 

Thanks @Emmanuelle_OVO 

I suggest customers refer to the citizens advice website and contact the citizens advice if they have any specific questions. Probably best to get independent advice on these sorts of things in my experience? I am no expert. 

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

I didn't see any reference to it being OK to wait 18 weeks for billing on the Citizens Advice website or the statutory instrument on gov.uk when i just looked at it. Nor the Ofgem website

https://www.ofgem.gov.uk/publications/supplier-guaranteed-standards-performance-switching-second-phase-final-decision-and-statutory-instrument

https://www.ofgem.gov.uk/publications/customers-entitled-automatic-compensation-switching-problems-1-may

@Emmanuelle_OVO can you provide link to the ofgem site or gov.uk where the 18 week timeframe is stated for billing? I am not doubting you, i just can't see it anywhere. Thanks as always.

It would help if customers could see where this 18 weeks for billing  was stated by the authorities on a customer facing website.

Also can you provide a link to where re registering is defined on the ofgem or gov.uk site so customers know exactly what to expect within the time frame, what will and what won't be done within those 21 days you mentioned. I can't see anything where billing is omitted, but I may have missed it.

Sorry your reply has resulted in more questions rather than clarification 😊

Thanks as always . 

Hi @Jeffus,

It’s very likely that industry time frames like this aren’t specified in customer facing resources. After all, based on the information Emmanuelle got from the internal teams working on faster switching and erroneous transfers, the customer will have their account and their credit returned to their correct supplier and can can carry on paying them as if nothing happened whilst the supply is actually returned behind the scenes. 

Either way I won’t be able to comment on the information on sites such as Citizens Advice or Ofgem. As always if we have provided information that is out of date, we will update it for every instance. 

@Tim_OVO 

Fair comments. Don't comment on other organisations websites. 

1. On the Erroneous Transfer page on the OVO website it says

• These issues are usually fixed within 25 days, but can sometimes take up to 12 weeks.

This doesn't seem consistent with the 12 to 18 weeks, but perhaps i am just being awkward. Interested in your thoughts. 

2. Can you give me OVOs definition of what the customer should have after the 21 days. What is included in OVOs interpretation of "Re Register" that is the trigger for automated compensation. 

I honestly don't know what the OVO interpretation of that "re registered" state is, as it clearly isn't what I expected. 

Can you give some bullet points or description of what a customer should expect as a minimum that if not met would trigger an automated OVO refund without them asking. 

I think OVO must have written something down somewhere for the OVO automatic trigger to work? The customer isn't meant to have to apply for this. I don't expect you to quote from another website. 

Is that a reasonable request?