20.53.04.03

.03 Transaction Error Handling.

A. This regulation applies to enrollment or drop transaction errors that are identified not later than 2 business days after the transaction is initiated by a supplier.

B. A supplier shall notify a utility of a drop error or enrollment error by an electronic cancel transaction not later than 2 business days after the enrollment or drop is initiated by the supplier.

C. A utility shall process an electronic cancel transaction under §B of this regulation consistent with Commission approved procedures for processing enrollment-related and drop-related transactions.

D. On receipt of an electronic cancel transaction under this regulation, a utility shall return the customer to the customer's enrollment state before the erroneous transaction.

E. Incumbent Supplier-Identified Erroneous Transactions.

(1) If the erroneous transaction is identified by the incumbent supplier, the incumbent supplier shall, upon verifiable consent of the customer, cancel the pending enrollment by notifying the utility by an electronic cancel transaction within 24 hours of the customer's consent.

(2) Initiation of the electronic cancel transaction by the incumbent supplier without the verifiable customer consent required in §E(1) of this regulation is considered an unauthorized enrollment of the customer with the incumbent supplier.