Case study: retailer saves and win-backs

The Electricity Authority works to educate and inform industry participants of their obligations with electricity industry regulations and the Electricity Industry Participation Code 2010 to improve industry practice.

As part of this work, we’ve published a case study on retailer obligations during the switch protected period for a move in switch event. This is the result of a recent case where a retailer did not comply with their saves and win-back obligations under clause 11.15AA of the Code.

Case study: Retailer obligations on saves and win-backs and move in switch events

For switch events, retailers must check the ICP status in the Electricity Registry. Retailers should identify any ongoing ICP switch processes and clearly understand the situation before contacting a customer and before offering a counteroffer or enticement.

Through case studies, we encourage industry participants to learn about common compliance issues, understand lessons learned and how to help improve their own policies and practices.

It is each industry participant’s responsibility to comply with electricity industry regulation, but we are here to support and advise. We publish industry guidelines to clarify participants’ obligations under specific provisions of the Code and welcome any queries to compliance@ea.govt.nz.