Phase 3 go-live homepage

Phase 3 of the bilateral transactions programme is live today, Tuesday 31 May 2022. Four more bilateral processes are now available in the bilateral hub:

  • Requests to repair or replace a meter (B5)
  • Customer complaints (F5)
  • Customer enquiries (F4)
  • Trade effluent enquiries (G1)

This page will provide all the key documents for the launch, including:

  • Release notes
  • Observation (defect) log (xls)
  • Observation log templates for LVI and HVI users to raise any issues they identify (see below)
  • Training videos and manuals (see 'view all')

Please note that the shortcuts below link to the same documents accessible via the 'key documents' section.

Contacting MOSL

Technical issues or improvement suggestions
Please populate the approriate observation template (below) and send to All responses will be reviewed and triaged.

Please note: We aim to respond to the highest priority P1s within 2 hours and resolve within one business day. For lower-priority P2, P3 and P4s we aim to respond the same day and put them into the 'backlog' for prioritisation in a future development sprint.

Access issues
If you are having problems accessing the hub, please email

Other queries
If you cannot find the information you need on the MOSL website, please email

Training videos

Bilateral transactions - C1 process training

Bilateral transactions - web portal overview

Bilateral hub User Guide

Bilaterals Phase 2.1, 2 February 22 release video

Bilaterals Phase 3 training video (13 May 2022)

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