Remote disconnection and reconnection

MSPs are responsible for connecting or disconnecting customers:

• moving in and out of a home or business

• for maintenance of the electricity meter

• for non-payment of an electricity account.

Smart meters have the potential to provide considerable savings in the energy market through remote meter readings and remote disconnection and reconnection. These savings should flow on to customers – particularly when moving in and out of a property.

However, remote disconnection and reconnection for non-payment can impact energy customers experiencing vulnerability – such as customers with payment difficulties or those that rely on life support equipment in their home. For example, where electricity distributors are still responsible for disconnecting an energy customer, it is necessary for a technician to attend the property and leave a notice for the customer to advise of disconnection. This human interaction can often help prompt a customer experiencing affordability challenges to contact their retailer or an ombudsman for help. The importance of this safeguard has been recognised by the Knock to Stay Connected Customer Code developed by the Energy Charter.

 Case study five: Life support customer disconnected by MSP