1. Supply Point Information Services Post-Nexus update

2. Background
Both of the Supply Point Information Services are provided as a requirement under Condition 31 of the Gas Transporters Licence
The establishment of the service aims to provide sufficient information for facilitating switching for all premises connected to the licensee's pipeline or to allow identification of the existing supplier if not known
This arrangement is fulfilled by the …..
Domestic Consumer M No Helpline: for domestic consumers or those acting with their permission on their behalf
I&C Helpline : for gas consumers using >73,200kWh (or less if the Market Sector Code is set as ‘I’) or those acting with their permission, to facilitate switching only

3. Standards Both Helplines operate within the required standards
90% of calls answered within 30 seconds
The M No Helpline has IVR functionality and call agent back-up
Calls to the I&C Line are handled by call agents
Both Helplines operate within the guidelines and ‘controls’
Only the allowable information is given based on the qualifying criteria
The caller is given an auto cautionary message to not proceed if they aren’t the owner / occupier or acting on their behalf with permission
M No Helpline :- 1 enquiry per call
I&C Line :- can be up to 5 enquiries per call

4. Types of usage
Brokers acting on behalf of/claiming to act on behalf of Shippers
Callers acting as (or for) 2 or more Broker Organisations
Meter Solution Companies etc. wanting usage / supplier details
Brokers potentially acting without the permission of gas consumers
Housing organisation doing property portfolio checks
Unidentified Organisations contacting multiple times

5. Guidelines and controls
Only the allowable information is given based on the qualifying criteria
The caller is given an auto cautionary message to not proceed if they aren’t the owner / occupier or acting on their behalf with permission
M No Helpline :- 1 enquiry per call
I&C Line :- can be up to 5 enquiries per call
Where suspicious use is identified (brokers acting on behalf of Shipper organisations without appropriate permissions) we are contacting the relevant Shipper directly to discuss and agree action plans (e.g. changing passwords etc.)