Statement on the processes for switching fixed voice and broadband providers on the Openreach copper network

As set out in the Ofcom statement below, new requirements for the harmonisation of landline and broadband switching to the Gaining Provider Led (GPL) Notice of Transfer (NoT) process are due to take effect from the 20 June 2015.

Therefore, you need to ensure that from 20 June 2015 you are able to comply with the new requirements.

The new requirements to harmonise switching processes are given in General Condition 22 (GC 22) of Ofcom’s General Conditions of Entitlement. GC 22 also requires Communications Providers to implement measures which enhance consumer protection where they switch provider. These measures are:

• CPs to keep records of each consumer’s consent to switch, to protect against slamming;
• CPs to use systems and processes to minimise loss of service when switching bundles;
• LPs to provide better information to switching consumers on the implications of switching; and
• CPs to take measures aimed at minimising risks of erroneous transfers in circumstances where a consumer is moving property and wishes their service also to be transferred, by mandating two elements of industry best practice:
• that CPs place Working Line Takeover orders only where they have an exact match for the line; and
• that LPs notify end-users that their line or service is due to be taken over.

Please ensure any systems and process changes are in place to allow you to fulfil these obligations. Functionality developed by key suppliers in the industry has been tested over recent months through a series of live tests. If you have any queries regarding the changes and how they may affect your business, please contact your upstream supplier(s) in the first instance.