See also: Schedule 7-  Energy Theft Reduction

The Energy Theft Tip off Service (ETTOS) is a service operated to report suspected theft of gas and electricity. Annex 1 of REC Schedule 7 Energy Theft Reduction describes how ETTOS is governed and funded, how data is used and obligations relating to the duty of co-operation, confidentiality and associated liabilities.  

Service Description

The ETTOS Service Provider receives tip-offs regarding energy theft either by telephone on 0800 0232777 or via https://www.stayenergysafe.co.uk/report-energy-crime/.

The ETTOS Service Provider will try to match the tip-off to an Energy Supplier and if it can, then it will notify the Energy Supplier of the tip-off. If it cannot match the tip-off to an Energy Supplier, then it notifies the relevant Gas Transporter or Distribution Network Operator of the tip-off. If it cannot match the tip-off to an Energy Supplier, a Gas Transporter, or a Distribution Network Operator, then it logs the tip-off as unmatched.

Where the ETTOS Service Provider identifies that there is a serious safety concern, then it will contact the National Gas Emergency Service or the relevant Distribution Network Operator.

Recipient Obligations

Each Recipient of a tip-off needs to provide a single point of contact (a group or multi-user email address) for the ETTOS Service Provider to manage the exchange of information.  They must ensure that the group or multi-user email address is maintained and monitored, for the receipt of ETTOS Service Data. They must provide reasonable support to the ETTOS Service Provider in relation to publicising the Energy Theft Tip-Off Service.

Each Gas Transporter and Distribution Network Operator also needs to ensure that data is provided to the ETTOS Service Provider to enable it to match tip-offs containing a full address. This data needs to be provided in a format and a frequency that the ETTOS Service Provider requests.

Energy Supplier Tip-Off

Where an Energy Supplier receives a tip-off from the ETTOS Service Provider for a premises and fuel for which it is the Registered Supplier, it shall read the tip-off within 10 Working Days and ensure that it is investigated in accordance with the Unbilled Energy Code of Practice. Where an Energy Supplier receives a tip-off from the ETTOS Service Provider for a premises and fuel for which it is not the Registered Supplier, then it shall notify the ETTOS Service Provider, including details of the Registered Supplier if known, within 10 Working Days.

Gas Transporter/Distribution Network Operator Tip-Off

Where a Gas Transporter or Distribution Network Operator receives a tip-off from the ETTOS Service Provider for a premises for which it is the relevant Gas Transporter or Distribution Network Operator, it shall, within 10 Working Days identify the full address and notify this to the ETTOS Service Provider,  or identify the Registered Supplier and notify this to the ETTOS Service Provider or identify that there is no Registered Supplier and/or RMP and notify this to the ETTOS Service Provider.  if none of these applies then they should reply to the ETTOS Service Provider that no action can be taken, with the reason the tip-off could not be matched, so that the tip-off can be logged as unmatched.

Where a Gas Transporter or Distribution Network Operator receives a tip-off from the ETTOS Service Provider for a premises for which it is not the relevant Gas Transporter or Distribution Network Operator, it shall, within 10 Working Days, notify the ETTOS Service Provider and include details of the correct Gas Transporter or Distribution Network Operator, if known.

Reporting

The results of any tip-off investigations initiated by Energy Suppliers should be fed into the Code Manager. Where a Party fails to comply with its obligations it shall be escalated to the REC PAB. The REC Performance Assurance Board (PAB) has the right to conduct an audit of any investigation undertaken by a Party following a tip-off under the Energy Theft Tip-Off Service.

Additional services

An Energy Supplier may request the provision of additional services or functionality relevant to the ETTOS contract. An Energy Supplier wanting to obtain any additional services or functionality should submit a request to the Code Manager at  enquiries@recmanager.co.uk. Energy Suppliers that request additional services will need to pay additional charges applicable to those services. Additional services and the applicable charges are set out in the REC Charging Methodology and REC Charging Statement.