Every broker says they follow the process.
Audits confirm who actually does.
Suppliers increasingly require documented evidence showing:
genuine customer consent;
compliant pre-sale conduct;
accurate explanations of terms; and
valid customer eligibility checks before submission.
BOS is expected to evidence this when requested.
As a result, broker audits are now directly linked to:
system access;
credit allocation; and
ongoing platform eligibility.
This is not optional admin.
It is a core compliance requirement of operating through BOS.
BOS runs routine broker audits each month using internal compliance and quality-control criteria.
Audits may include:
electricity sales;
gas sales;
hospitality sales;
non-hospitality sales; and
supplier-specific reviews.
Audit frequency varies by:
account history;
audit outcomes;
sales activity; and
internal compliance protocols.
We do not publish the specific criteria.
If selected, you will receive:
one or more Zoho Desk audit tickets; and
an email linking directly to those tickets.
If you use BOS WhatsApp notifications, you may also receive a WhatsApp alert directing you to the relevant ticket number(s).
All audit responses must be submitted directly through the audit ticket.
You are required to provide documented evidence; not explanations, recollections or assumptions.
Examples of acceptable evidence may include:
timestamped WhatsApp conversations;
timestamped email chains;
recorded verbal confirmations;
CRM notes created at the time of sale;
customer approval confirmations;
meter validation evidence;
credit check confirmations.
If it is not documented, it did not happen.
The BOS audit team may reject evidence where:
timestamps are missing;
screenshots appear incomplete or selectively cropped;
conversations appear reconstructed after the point of sale;
customer responses appear prompted solely for audit purposes;
evidence cannot be independently verified;
documentation does not clearly demonstrate a genuine pre-sale process.
Pre-sale documentation must reflect contemporaneous activity carried out before contract submission.
Creating documentation after the fact to satisfy an audit is not considered compliant process.
Audit tickets operate under a strict 10 calendar day SLA.
If the audit remains unresolved after the SLA expires, your account Audit Status changes from:
✅ Pass
to
⚠️ Fail
This process is automated.
If your Audit Status is Fail:
Broker Tools login is blocked
All lookups are blocked
Existing sessions may stop functioning
Access restores automatically once all failed audits are resolved and your Audit Status returns to Pass.
There is no manual override or temporary unlock.
If your Audit Status is Fail:
Prep Form login is blocked
Submission attempts are blocked
Existing browser sessions may expire automatically
Submission through alternative ticket types is not permitted
If you cannot access Prep Form, your audit remains unresolved.
BOS allocates monthly Broker Tools credits based on completed sales activity.
If your Audit Status is Fail at the moment monthly allocations are processed:
❌ that month's credit allocation is permanently forfeited.
Important:
forfeited credits are not restored later;
resolving the audit afterwards does not recover them;
existing unused credits remain on your account;
blocked brokers still cannot use existing balances while access remains restricted.
You will receive an email confirming any forfeited allocation.
Outstanding or failed audits may also affect commission processing eligibility.
BOS reserves the right to:
pause commission releases;
exclude brokers from scheduled payment runs;
hold commissions pending audit resolution;
increase review requirements where compliance concerns exist.
Passing audits is part of maintaining active broker standing with BOS.
Audit evidence should only be submitted when an audit ticket has been issued.
Do not:
raise standalone audit tickets;
send unsolicited screenshots;
upload recordings "just in case";
create tickets attempting to pre-clear a sale.
Brokers are expected to securely retain compliant records for all sales and provide them only if requested during audit review.
Unsolicited audit tickets may be closed without review.
BOS may contact customers linked to audited contracts.
These calls exist to verify:
genuine customer consent;
understanding of the agreement;
legitimacy of the pre-sale process.
You will not be informed in advance which customers may be contacted.
The following are treated as compliance concerns:
asking another broker to submit on your behalf;
attempting to bypass Prep Form restrictions;
providing fabricated or reconstructed evidence;
repeatedly ignoring audit tickets;
repeatedly submitting inadequate evidence;
attempting to pressure staff outside the audit process.
All audit enforcement is system-driven and logged.
There is only one route:
✅ resolve the outstanding audit ticket(s).
For each audit ticket:
Read the audit request carefully
Provide the requested evidence directly on the ticket
Wait for review by the BOS audit team
Once all failed audits are resolved, your Audit Status automatically returns to Pass
A response does not automatically close an audit.
The audit team must confirm the response meets the required standard.
Audit frequency is determined by internal compliance protocols based on:
account history;
audit outcomes;
operational risk factors; and
overall compliance behaviour.
We do not publish the exact criteria.
No.
You should retain compliant records for every sale, but only submit them when an audit ticket is issued.
Creating unnecessary tickets slows the Help Desk and does not improve your audit standing.
Your response must first be reviewed and accepted by the BOS audit team.
Access restores only once the audit ticket is formally closed.
No.
Credits forfeited due to failed audit status are permanently lost.
That indicates a process failure.
You should reply honestly on the audit ticket explaining:
what is missing;
why it is missing; and
what changes you have implemented to prevent recurrence.
The industry has changed.
Suppliers now expect significantly stronger evidence standards than they did a few years ago. ADR complaints, compliance reviews and supplier audits can now directly affect whether brokers are allowed to continue submitting business.
A careless or undocumented sale no longer creates just a small admin problem; it can create supplier escalation, clawbacks or broker restrictions.
The market also contains a growing number of brokers attempting shortcuts, fabricated records or weak pre-sales processes. As a result, enforcement across the industry has tightened considerably.
Professional brokers adapted early and now treat documentation as part of the sale itself; not as "homework" to be rushed together afterwards.
No.
Audits are evidence-based.
Memory, verbal explanations or "I definitely spoke to them" are not considered compliant records.
If the sale genuinely happened correctly, there should normally be some form of contemporaneous documentation supporting it.
No.
WhatsApp messages, phone calls and side conversations do not resolve audits.
Only ticket responses are considered.
Professional brokers rarely struggle with this process.
The brokers who maintain:
genuine pre-sale conversations;
timestamped records;
clear customer confirmations; and
organised documentation
typically complete audits in minutes.
Everyone else eventually reaches the point where the platform enforces the standard automatically.
BOS will continue investing heavily in automated compliance controls to protect:
customers;
suppliers;
compliant brokers; and
the long-term stability of the agency.
Work to standard and audits become background noise.
Ignore them and the system progressively removes your ability to operate.