Ofgem introduced the Switching Incentive Regime in April 2023, a performance incentive regime for the Data Communications Company (DCC) for its roles in delivering the Switching arrangements to the retail energy market. DCC has three roles under the enduring switching arrangements: the Central Switching Service Provider, the Certificate Authority and the Switching Operator.
RECCo is required to support Ofgem by assessing DCC on its customer engagement measure and users’ satisfaction with the service. To support this, we require feedback from Retail Energy Code (REC) Parties.
If you’re a REC Party involved in switching, we kindly request that you participate in a confidential survey. The survey will take approximately five minutes to complete and will aid Ofgem in assessing DCC’s customer engagement performance.
About the survey
We have partnered with Researchcraft, an independent market research firm, to collect feedback from REC Parties on whether the DCC considers customer views, provides timely and quality information, and offers quality support.
The information provided will inform our submission to Ofgem, providing an assessment of DCC’s customer engagement performance over the previous revenue year. You can find out more about the SIR framework, assessment and processes here.
Next steps
The survey will be open until 5 pm on Thursday 6th June 2024.
Following the survey’s closure, Researchcraft will gather and report the results confidentially to RECCo. We will then use the findings to support our assessment of DCC’s customer engagement and create our submission for Ofgem. Our final submission to Ofgem is due on the 31st of July and will be used by Ofgem to inform its annual Price Control Consultation for the Centralised Registration Service Performance Adjustment (CRSPA).
