Archive - Win-backs and saves

The Authority is amending the Code to allow a trader (retailer) to opt-in to be protected from saves initiated by the losing retailer. A ‘save’ is defined as a losing retailer attempting to persuade a customer that has chosen to switch, to cancel the switch before the switch is completed. Saves occurring because the customer has contacted the losing retailer are not prohibited. Furthermore, a losing retailer can initiate contact with its departing customer for reasons other than making a save, for example, as part of a general marketing campaign.

The Authority has decided that win-backs will not be restricted. A win-back occurs when a losing retailer convinces a customer to switch back to them.

The Authority became concerned in late 2013 that saves and win-backs might have a negative effect on retail competition by reducing the ability and incentives for small and growing retailers to acquire residential customers. The Authority consulted in June 2014 on options to support retail competition by restricting saves and early win-backs. The Authority received 18 submissions on the consultation paper.

Consultation paper, submissions and summary of submissions

The save-protection regime will be in force from 12 January 2015. More information about implementation will be available from the Authority’s Market Service Group in due course.

In December the Authority published an I on the Market in relation to launching the saves and winbacks projects.

I on the Market #17 - What's going on with saves