A customer transfer is a request made by a retailer to transfer a contestable customer from another retailer to supply the customer’s connection point with electricity services. The retailer, also known as the financially responsible market participant (FRMP), then becomes accountable for any access charges relating to the connection point.
Once the retailer has verifiable consent from their customer, the retailer whom the customer is transferring to:
- raises a customer transfer request using the metering service centre
- nominates a proposed transfer date and tariff
If required, we will ensure the meter is changed and a final meter reading is taken on the transfer date.
Customer transfer code
From 1 January 2005, customers consuming more than 50 megawatt hours per annum have been eligible to choose to purchase electricity from a number of licensed electricity retailers.
Pursuant to sections 29(2)(a) and 29(2)(b) of the Electricity Industry Act 2004, the Electricity Industry Act 2004, the Electricity Industry Customer Transfer Code 2016 was developed to provide a robust framework to support the increase in customer transfers that is likely to be brought about through the lowering of the threshold for customer contestability.
The Customer Transfer Code promotes retail competition by setting out rules governing the provision of information relating to contestable customers, processes for transferring customers from one retailer to another, and obligations of retailers and network operators in processing and implementing the transfer of a contestable customer.