Statement: Quick, easy and reliable switching
- Start: 03 February 2021
- Status: Statement published
- End: 09 November 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. Difficulties in the switching process can put people off moving providers. Effective switching is also important to support competitive investment in, and take-up of, faster and more reliable broadband.
In February 2021, we consulted on proposals for a new switching process for residential landline and broadband customers. We also proposed some limited changes to the information mobile providers must give residential customers when they want to switch.
In September 2021, we published our final decisions on these changes, including our requirement for a new ‘One Touch Switch’ process where landline and broadband customers will only need to contact their new provider to switch. We also consulted on proposed changes to the General Conditions to give effect to our decisions on broadband and landline, and mobile, switching.
We have published our final decisions on the changes to the General Conditions. These changes will come into force on 3 April 2023.
Annex 3: Revised General Conditions (unofficial consolidated version) 3 April 2023
Datganiad ac ymgynghoriad: Newid darparwr yn gyflym, yn hawdd ac mewn modd dibynadwy
Annex 7: Notification proposing to revoke existing General Condition C7 and set new General Condition C7
Documents prepared by Ofcom relating to implementation
The Implementation Progress Steering Group was set up by Ofcom to get regular updates on implementation from a representative group of communications providers and The One Touch Switching Company. Although it has only been possible to invite a limited number of providers to attend the meetings in person we have circulated updates following these meetings to wider industry via the Office of Telecommunications Adjudicator.
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)