FAQ

Switching suppliers - what happens when you switch

  • 30 June 2020
  • 0 replies
  • 1161 views

When you switch to Pure Planet, it takes us 17 days to complete your switch. 

We handle the entire switching process for you - there’s no need to contact your previous supplier, and no need for an engineer to visit the property. The lights will stay on. 

What happens to my balance?

Suppliers are unable to transfer outstanding credits or debits to other suppliers. 

Whenever you switch, once your previous supplier has produced your final bill they’ll advise you if there is anything extra to pay, or if a refund is due.

Whenever you switch energy supplier and send your opening meter readings, they’re sent to a third party to carry out an independent process called 'validation'. 

The readings are compared against the consumption history at the property and are then sent back to your new supplier and to your previous supplier, to produce your first and final bills respectively.

This process can take up to six weeks, and is there to ensure you don’t pay for the same usage twice.

If you’ve not received your final bill within six weeks of switching to Pure Planet, or if you haven’t yet received a refund that you are due, you’ll need to speak to your previous supplier directly.

Why have estimated readings been used to open my Pure Planet account?

The energy industry is highly regulated — and rightly so — to protect consumers, suppliers and other industry bodies. One of those processes is what happens to your opening meter reading, whenever you switch energy suppliers.

As soon as we receive your opening reading we send it away to a go through an independent validation process. Your readings are checked against your previous readings, then sent back to us and on to your old supplier. Both suppliers have to use the estimate provided, so you won't pay for the same energy usage twice.

Sometimes, opening readings fail the validation process. In this case, the validation process will estimate a reading, then send that back to us and on to your old supplier.

Both suppliers have to use this reading, by the terms of our energy licence. If it’s outside a certain tolerance, we can raise a ‘reading dispute’ and ask for it to be changed to the reading you supplied. That’s one of the reasons we ask for a photo of your meter with your reading - it helps in the case of a reading dispute.
The most important thing to remember is that you won’t be charged for the same energy twice — both suppliers have to use the same reading, whether it matches yours or is an estimate.

Interested to know how estimated readings are calculated? Click below!
 

The validation process looks at your property’s last validated meter reading (from when you were with your old supplier), and the number of days between this reading and your opening reading.

Then, it looks at your estimated yearly usage, converts this to a daily figure, and multiplies this daily figure with the number of days between your last reading and your opening one.

This is the estimated reading calculation:

Last validated reading + expected daily usage * number of days.

When calculating your estimated reading, the validation process also produces what is called a ‘maximum estimate’. This is done by multiplying your estimate by an industry standard of 2.5.

If your opening reading is the same as the estimate, or falls between your last validated reading and the maximum estimate, your reading will be used.

If your opening reading is lower or higher, the estimate is used instead.

This process can take up to six weeks. If you’ve been paying Direct Debits to both energy suppliers during this time, your old supplier will refund you if they have a credit balance.

Remember that both new and old supplier have to use the same reading, so you won’t pay twice for the same energy.

If you haven’t received your final bill within six weeks of switching, or you haven’t received a refund that you are due, you’ll need to speak to your previous supplier directly. Suppliers are unable to transfer outstanding credits or debits to other suppliers.

 


This topic has been closed for comments