Retailer performance
Retailer performance is monitored via a number of Key Performance Indicators (KPIs) and Additional Metrics (AMs).
Additional information, including wholesaler performance against Additional Metrics are available to market participants on the My MOSL portal (login required).
The Performance Assurance Committee (PAC) monitors trends in the performance reported both publicly and to the market and where necessary, will approach retailers who are not performing as expected and as such, need to improve.
Overview of retailer KPIs
An overview of wholesaler KPIs is provided below. For a more detailed description of each KPI, please see the separate metrics page (link at top of page).
| Category | KPI | Description | More info | Video |
| Cyclic meter read | M01 | Cyclic (regular) meter reads performed within SLA - traditional/non-smart meters | Link | Link |
| M02 | Cyclic (regular) meter reads performed within SLA - smart meters | |||
| Transfer meter read* | M04 | Proportion of successful transfer meter reads | Link | |
| M06 | Missing or late transfer meter reads |
*Relates to the incoming retailer, i.e. the retailer to whom the customer has switched.
Cyclic (regular) meter read KPIs
M01 – Meter reading (traditional/non-smart meters)
The percentage of meters read on time, within SLA. This metric is broken into 4 individual SLAs. These are:
- M01BID - Biannual* Internal
- M01BOD - Biannual External
- M01MID - Monthly Internal
- M01MOD - Monthly External
*For clarity, biannual means twice yearly, not every other year
A higher percentage against this metric means more meters are being read as per their SLA.
Why is it important?
Timely reading of meters is essential for retailers to be able to accurately invoice their customers and ensure timely and accurate invoices.
M02 – Meter reading (smart meters)
The percentage of smart meters read on time, within SLA. This metric is broken into 4 individual SLAs, split by monthly and bi-annual. These are;
- M02BIS - Biannual Internal Smart
- M02BOS - Biannual External Smart. These meters are to be read at least once every 7 months
- M02MIS - Monthly Internal Smart
- M02MOS - Monthly External Smart. These meters are to be read at least once every month
Why is it important?
Timely reading of meters is essential for retailers to be able to accurately invoice their customers and ensure timely and accurate invoices.
Retailer transfer meter read KPIs
M04 – Proportion of transfer meter reads performed and submitted within SLA
The percentage of meter reads taken when a customer transfers, taken and submitted within SLA.
This metric is broken down into 2 separate SLAs. Both need to be fulfilled in order to pass this metric. The two SLAs are:
- M04a - Taking a transfer meter read – a meter read is to be taken within -2/+7 business days (BDs) of the transfer (registration start) date
- M04b - Submission of a transfer meter read – a meter read is to be submitted within 8 business days of the date is was taken.
Why is it important?
Timely and accurate meter reading upon a supply transfer is important to ensure a good customer journey but also allows a customers account to be opened to an accurate read with their new retailer, and closed to the same, accurate read with their previous retailer.
M06 – Average lateness of overdue transfer meter reads
The average number of days late a transfer meter read has been entered. This takes the total number of days late a transfer meter is, and divides by all the late transfer meter reads received within the timeframe.
Why is it important?
Timely meter reading on transfer ensures a good customer journey and is important for the losing retailer to close the account to. This metric aims to show how late a meter reading is on average, when it is late.