Resolution and reflection: Our review of the Priority 1 Major Switching Incident

On 6th July 2023, a Major Switching Incident occurred within the Central Switching Service (CSS), which prevented successful energy supply switches and new registrations for gas and electricity. Whilst now resolved, the incident significantly impacted multiple industry parties and their end consumers.

After the July 2023 incident, we conducted a thorough review with the REC Code Manager to understand what happened and recommend measures to prevent, detect and more effectively manage future incidents. You can access the full review report and executive summary below. Additionally, please register for the webinar session on 12th January, 2024, where we will present the report in full alongside our key actions for the future.

Our review process

The Data Communications Company (DCC) formally closed the Priority 1 Major Switching Incident on the 12th of September 2023. They then issued a post-incident report summary and full incident report review to the REC Code Manager.

Alongside the REC Code Manager, in Autumn 2023, we conducted feedback sessions with REC Parties and other impacted stakeholders. During these sessions, we collected information about the affected internal processes, DCC’s findings, and stakeholder responses. This has helped us put together our recommendations and action plan for the future.

Read the Incident Review

You can read RECCo’s review document here and the executive summary here.

This review document and executive summary were reported to the November Performance Assurance Board (PAB) and the RECCo Board in December 2023. The recommendations table will form a new Major Switching Incident review action plan, subject to minor amendments, and will be presented to the Performance Assurance Board meeting on 30th January.

Join the webinar

We’re hosting a webinar at 1 pm on the 12th of January 2024. This one-hour session aims to provide a detailed overview of the incident, the lessons learned, and the strategic measures to prevent, detect, and manage similar incidents in line with our commitments as we formally close the review.

Register for the webinar here.

Provide your feedback

You can submit any questions using the registration form for the webinar. We will then address these as part of our presentation. You can also email separately at claire.hemmens@retailenergycode.co.uk  or mollie.decamp@retailenergycode.co.uk

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