During the last quarter, Oftel has issued several publications relating to its important ongoing work on number portability. To promote effective and sustainable competition in the fixed and mobile markets, Oftel actively monitors policies and regulations designed to ensure that customers can retain their phone numbers when switching between suppliers of fixed or mobile services. The easier it is for customers to retain their numbers, the easier it is for them to exercise their choice of supplier if they wish to do so.

In response to an announcement by the mobile operators in July, Oftel welcomed the introduction of a faster and more reliable procedure that allows mobile subscribers to transfer their phone numbers when switching between mobile suppliers. The main improvement is that the time waiting to transfer a number will be drastically reduced - from 25 to as little as five working days. The new system will be introduced in October.

Oftel also published the results of an independent mystery shopping survey that looked at whether mobile customers were given the correct advice when enquiring about transferring their mobile number to another supplier.

Conducted in 300 retail outlets and mobile service providers' call centres, the research shows that only one in five people were given correct advice when asking whether they could transfer their number, how much it would costs and how long the process would take. Almost one in three people were told that it was not possible to keep their number or were served by a member of staff who did not know whether it was possible.

Oftel has written to the mobile operators asking them to comment on these worrying findings and set out their plans for improved performance.

Changes to technical and operational rules

Oftel published a consultation document, Revisions to the Number Portability Functional Specification, in June setting out proposed changes to the rules which deal with the technical and operational scope of number portability.

The proposals cover three main areas: compliance with recent UK and EC legislation; arrangements for making sure that service providers provide portability; and proposals for increased flexibility to meet consumer demand to be able to keep their numbers when changing supplier and moving address. The document also sets out Oftel's views on why end users, but not telecoms resellers, have the right to number portability.

Comments are invited from all interested parties by Friday 14 September.

Finally, Oftel has published a statement setting out its concerns about compliance with regulations that require all telecoms operators and service providers to enable customers to keep their phone numbers when changing between suppliers of fixed telecommunications services.

The statement includes details of industry responses to an Oftel review carried out last year and the findings of Oftel's periodic consumer research regarding switching. The statement sends a clear signal to industry that on receipt of complaints, Oftel will ensure that compliance is achieved with the regulations.

For further information contact Warwick Izzard (tel: 020 7634 8981/e-mail: warwick.izzard@oftel.gov.uk).