Smart meters: MTC timeswitch code inaccuracies

Consumers with smart prepayment meters have had difficulty transferring to a new supplier because of a mismatch with Meter Timeswitch Codes (MTCs).

Before some suppliers will permit a transfer, they check that the records on the industry database match the way the account needs to be set up on their systems. First generation smart meters are set to credit mode on transfer, so the gaining supplier will expect the industry database to show a credit meter MTC to align with the initial set up in its system. But the industry records will show a prepayment meter MTC because the losing supplier is supplying energy through a prepayment meter.

Consumers end up stuck between the two suppliers: told by the gaining supplier that they cannot complete the transfer until the losing supplier has amended the industry database. And told by the losing supplier that they cannot update the industry database because the information recorded is accurate. Consumers do not know which company is at fault leading to disputes about both.

Suppliers have an obligation to keep accurate records. It would be wrong for the losing supplier to update the national database to claim that it was supplying a consumer through a credit meter when this was untrue. Therefore, we would not expect the losing supplier to update the national database with incorrect information to allow the transfer to take place.

It is our view that the gaining supplier should not refuse a transfer because the industry records show a prepayment MTC for a prepayment smart meter. Therefore, if a consumer is stuck between suppliers in these circumstances, our recommendation would be that the consumer complains to the gaining supplier.

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