Decline

GloBird may sometimes decline a transfer request.

Like many companies we don’t have the capacity to onboard too many customers on a market offer at any one time. Instead we try to control the pace at which we grow so we can optimise our resources and balance between welcoming new customers and providing a good service for our existing customers.

To maintain this balance, we have a number of criteria we look for before onboarding a customer. For example we look at a customer’s usage profile, meter type, distribution zone, or tariff type.  We even look at how compatible we might be together, for example some customers like our casual way of communicating, while others can be better served by a more formal corporate provider. There are also other reasons we decline a transfer such as:

• There is a data mismatch
• There is an incorrect or incomplete meter number
• There is a perceived meter access issues
• A meter fault notice was issued and is yet to be resolved
• There has been a safety issue at the site in the past, for example gas leaks or faulty wiring
• Technical works or infrastructure upgrades that can impede the transfer
• We cannot validate your identity
• Any previous history you have with us may determine or impact our decision to onboard you.
• There are problems getting reliable meter reads or if there is a history of intermittent meter read data
• There is a perceived credit risk
• A legal dispute or open investigation
• There has been fraud or illegal activity at the site
• There is a concurrent transfer (two retailer trying to transfer you at the same time)
• Signups we reasonably believe are coming from third parties claiming to be acting on a customer’s behalf
• We consider whether there’s a good mutual fit. If it seems we wouldn’t be able to maintain a positive relationship, we may decline the transfer.

From time to time, we receive sign-up applications from third-party companies claiming to act on behalf of customers, or from customers who switch in and out very frequently. These practices, especially when done in bulk, make it difficult for retailers to manage energy purchasing and create uncertainty in demand and accurate hedging. We can only onboard a limited number of customers each month, so we prioritise new customers looking to establish a stable, ongoing relationship.

Sometimes we only discover one of the above issues after our system has already sent a welcome email or sms. If we have sent you a message explaining that we cannot onboard your meter, please ignore any previously sent automated messages. The above is not an exhaustive list, it’s only some of the common reasons we are unable to onboard a customer.

The designated retailer for your specific meter can offer you the default offer. Contact your local distributor for information about the designated retailer for your area. Find your local distributor here.