Statement and consultation: Quick, easy and reliable switching
- Start: 03 February 2021
- Status: Open
- 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. Today we have 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 are also consulting on proposed amendments to our General Conditions to give effect to these decisions from 3 April 2023. The closing date for responses is 9 November 2021.
Responding to this consultation
Please submit responses using the consultation response form (ODT, 48.7 KB).
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 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)