Consultation: Quick, easy and reliable switching
- Start: 03 February 2021
- Status: Closed
- End: 14 April 2021
People should be able to switch telecoms provider easily to take advantage of the range of services available. Easier switching allows people to shop around with confidence to find the best price and service for their needs.
Unnecessary difficulties can create barriers that prevent customers from changing providers. Effective switching is also important to support competitive investment in, and take-up of, faster and more reliable broadband.
We recently confirmed new switching rules for providers of landline, broadband and mobile services, which will come into force in December 2022. This consultation sets out proposals on the process that residential landline and broadband customers will use to switch from that date. It also proposes some limited changes to the information mobile providers must give residential customers when they want to switch.
The original deadline for responses to these proposals was 31 March 2021. We have received and published a new document from industry (PDF, 940.3 KB) that proposes a modification to the Code to Switch process. In order to give all stakeholders a chance to consider this new document as part of their response to our consultation, we have extended the deadline. We will now accept responses to the consultation up to 14 April 2021, including any new information which organisations that have already responded wish to provide.
Documents prepared by the OTA on the X and Y switching process options
- Appendix C: Switching process Option X – checklist to consider (PDF, 140.8 KB)
- Appendix D: Switching process Option Y – checklist to consider (PDF, 138.1 KB)
- Appendix E: ECWG Option X and Y cost template (XLSX, 35.9 KB)
- Appendix H: ECWG cost summary template (PDF, 309.9 KB)
- Appendix F: ECWG cost estimate template (PDF, 133.1 KB)
- Appendix G: Volumetrics statement (PDF, 167.6 KB)