Retail energy supplier enrollment and switch

How do we process a customer's switch to or from a retail energy supplier with the consent captured under the anti-slamming rules and the enrollment sent to the supplier and billing?

Capture the consent the rules require before the switch moves. Where customer choice applies, Callvu identifies the customer and prefills the account (the premise, the current supplier or default service, the rate class, any contract or switching restrictions), takes the switch request (to a named supplier with its offer, or back to default service) from the customer or the supplier's enrollment transaction, verifies the customer's consent in the form the state's rules require (the customer's own authorization on a secure screen, a third-party verification, or the supplier's written or electronic consent record), checks the eligibility and the switching rules (the meter read cycle, the switching fees, the rescission period, the supplier's license), sends the enrollment or the drop to the supplier through the standard transaction and the confirmation notice to the customer with the rescission right, routes a disputed switch or a consent that fails the rules to the choice desk in the Decision Desk, and writes the supplier, the effective read and the billing arrangement to CIS and the billing system.

In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, write back

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Last updated November 7, 2026.

The problem today

The customer never agreed to the switch; the supplier's enrollment went through, and the complaint landed on the utility that billed it.

Today, without Callvu

In customer choice states, the utility is the gatekeeper between the customer and the suppliers who market to them. Enrollments arrive as transactions from suppliers; a customer calls saying they never agreed; a door-to-door sale captured a signature on a tablet for a plan the customer did not understand; a switch back to default service is delayed a cycle. The commission's slamming complaints are the measure.

The state's customer choice rules set the enrollment process, the consent the supplier must obtain and keep (a written or electronic authorization, a recorded third-party verification, or a telephone authorization with the required elements), the utility's confirmation notice to the customer and the rescission period, the switching timing (the next meter read), the fees, the supplier licensing, and the utility's handling of disputed switches. The consent record is the control, and the utility's notice is the customer's protection.

A switch the customer confirmed, noticed with a rescission right, is a switch that does not become a complaint.

How it runs

From the requestto the system of record.

A customer requests a switch through the utility's channels, or a supplier submits an enrollment or a drop transaction. Callvu opens the switch on the account.

Customer: Confirms or rejects the switch, receives the confirmation notice and may rescind within the period.
Retail supplier: Submits the enrollment or the drop with its consent record and receives the acceptance or the rejection.
Choice desk: Decides disputed switches and failed consents in the Decision Desk.
Callvu: Prefills, captures or checks the consent, checks eligibility, sends the transaction, notices the customer, routes and writes.

Prefill and take the request
The account, the premise, the current supplier or default service, the rate class, the meter read cycle and any restrictions (a contract with a term, a recent switch, a protected status) are prefilled; the request captures the supplier and the offer (or the return to default service), the requested effective read and the source (the customer directly, or the supplier's transaction with its consent reference).
Chase and verify the consent
For a customer-initiated switch, the authorization is captured on a secure screen with the elements the rules require (the supplier, the account, the understanding that the supplier will provide the service, the date); for a supplier-initiated enrollment, the supplier's consent record is checked for the form the rules require (the signed or electronic authorization, the third-party verification recording, the telephone authorization elements) and the identity of the authorizing person against the account holder; a consent that fails the rules is rejected to the supplier with the reason.
Check and decide
The eligibility and the switching rules run (the supplier's license and its registration with the utility, the customer class the supplier serves, the switching fee, the next available read, a pending switch, a rescission in progress); a disputed switch (the customer denies agreeing), a consent that fails, a protected or restricted account, or a supplier flagged by the commission goes to the choice desk in the Decision Desk with the record and only the allowed outcomes (process, reject to the supplier, hold for the customer's confirmation, or report to the commission).
Send, notice and write back
The enrollment or the drop is sent to the supplier through the standard transaction with the effective read, the confirmation notice goes to the customer with the supplier, the effective date and the rescission right and period, a rescission received in the period cancels the switch by rule, and the supplier, the effective read, the billing arrangement (consolidated utility billing or supplier billing) and the consent record are written to CIS and the billing system.

Where it ends: The switch moved only on a consent that met the state's rules, the customer was noticed with a rescission right, the supplier received the transaction on the right read, and CIS and the billing system hold the supplier and the arrangement with the consent record. The Decision Trace shows the consent check, the eligibility and any decision; the Audit Trace shows the request, the notice, any rescission and the write with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

State customer choice and anti-slamming rules: The state's retail choice statute and the commission's rules set the enrollment process between suppliers and the utility (the standard electronic transactions and timing), the consent a supplier must obtain and retain before enrolling a customer (a written or electronic signature, an independent third-party verification recording, or a telephone authorization containing the required statements), the utility's confirmation notice to the customer and the rescission period (commonly three business days or more), the switching timing on the next meter read, the fees, the supplier licensing and bonding, the handling of disputed and unauthorized switches (restoration and refunds), and the penalties for slamming.
Commission consumer protection rules for supplier marketing: Door-to-door and telephone marketing by suppliers must follow the commission's rules on identification, disclosures (the price, the term, the fees, the renewal), and the contract summary; a consent obtained in violation is not valid for the switch.
Purchase of receivables and consolidated billing rules: Where the utility bills for the supplier, the billing arrangement follows the commission's consolidated billing and purchase of receivables rules; the enrollment sets the arrangement.

Company policies

No switch moves without a consent that meets the state's rules; the supplier's transaction is checked, not trusted.
The customer is noticed with the rescission right on every switch, and a rescission cancels it by rule.
Disputed switches are decided by the choice desk and reported to the commission where the rules require.
CIS and the billing system are the system of record for the supplier, the arrangement and the consent.

Controls

Account and restriction prefill.
Consent capture or supplier consent check against the rules.
Eligibility and switching rule checks.
Decision Desk for disputes and failures.
Standard transaction to the supplier and confirmation notice with rescission.
CIS and billing write with the consent record.

Clocks and deadlines

Effective read: The next meter read after the enrollment is accepted, by the rules' timing.
Rescission: The state's period from the confirmation notice, during which a rescission cancels the switch.
Supplier response: The transaction standard's timing for acceptance or rejection.

Documents and checks

The request and the consent record
The eligibility and switching checks
The transaction to the supplier and its response
The confirmation notice and any rescission
The CIS and billing record

In the Decision Trace

The consent check against the rules.
The eligibility checks.
Any decision and the person.

In the Audit Trace

The request or the supplier's transaction with time.
The notice and any rescission with time.
The transaction and the write.

The handoff

Between the front doorand the back office.

The front door

The utility's channels for a customer's own switch; the supplier's transactions for enrollments; the customer's notice and rescission on their phone.

The back office

The choice desk decides only disputes and failures; the transactions and the billing run from the record.

The Decision Desk

A disputed switch, a consent that fails the rules, a restricted account or a flagged supplier goes to the choice desk in the Decision Desk with the record and only process, reject, hold for confirmation, or report to the commission.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What consent is required for a switch?

The form the state's rules require: the customer's own authorization on a secure screen, or for a supplier's enrollment a signed or electronic authorization, a third-party verification recording, or a telephone authorization with the required elements, checked before the switch moves.

Can the customer cancel a switch?

Yes, within the rescission period stated in the confirmation notice; a rescission received in the period cancels the switch by rule.

What happens with a disputed switch?

It goes to the choice desk, which can reject it to the supplier, hold for the customer's confirmation or report it to the commission, with restoration and refunds where the switch was unauthorized.

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