Monitoring, compliance and enforcement
Saves and win-backs
Retailers should have an equal opportunity to compete for customers. This project ensures that this goal is realised.
We have decided to ban saves and win-backs for 180 days after a consumer decides to switch retailers. A 'save' is when a retailer retains a customer after they have decided to switch to another retailer. A 'win-back' is when a customer returns to their previous retailer despite having switched to a different one.
To implement a ban, we have amended the Electricity Industry Participation Code 2010 (the Code) to expand the existing saves protection scheme to cover all retailers and not just ones who opt-in.
18 February 2020Decision —
We have banned retailer-initiated saves and win-backs
5 November to 3 December 2019Consultation —Code amendment - saves and win-backs banView consultation
October 2019Correspondence —
Letter from Electric Kiwi regarding saves and win-backs and our response
7 May 2019Development —
MDAG's recommendations paper on saves and win-backs
22 May to 29 June 2018Consultation —MDAG's Issues paper: Saves and win-backsView consultation
The saves and win-backs project was part of our wider programme of work to promote a competitive, reliable and efficient electricity industry for the long-term benefit of consumers.
A save is when a customer is switching to a new retailer, but their current retailer persuades them to stay before the switch happens.
A win-back is when a customer switches retailers, and the losing retailer persuades them to return after the switch happens.
In January 2015 the save protection scheme came into force, which allows a retailer to opt in for save protection. The scheme prohibits a losing retailer from initiating contact to offer better deals to any of its consumers that are acquired by another retailer, if the gaining retailer is a protected retailer. The prohibition extends until the switch is complete. The losing retailer was still able to save a consumer by offering a deal if the consumer initiated contact with that retailer prior to the switch being complete.
As a result of the MDAG options paper consultation and engagement with industry, we amended the Code to make the save protection scheme a requirement, thereby banning saves and win-backs.
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