Ofcom Announcement on New Rules for Customer Switching and Protection

Posted on 27/10/2020

Ofcom has today published its long awaited plans for implementation of the European Electronic Communications Code

Ofcom is introducing a broad package of measures to make switching easier and help ensure that customers are treated fairly - most of which reflect the new European rules which, despite Brexit, the UK government has decided to go ahead and implement. 

The customer protection measures include:

  • new rules that mean telecoms customers will get a summary of the main terms of their contract in writing – before they sign up; and
  • changes to our accreditation scheme for price comparison tools, to make sure the information provided by these services is trustworthy, impartial and transparent.
  • a ban on mobile phone companies selling locked phones – allowing people to move to a different network with their existing handset, hassle-free. 

The new customer protection rules will come in from December 2021.

Ofcom is also planning to introduce new rules on switching to ensure a customer’s new provider leads the switch. The new rules include requirements that a switch is carried out in the shortest possible time and on the date agreed by the customer. Ofcom will shortly consult on its detailed proposals to establish the new process.

The new rules on switching will then come into force in December 2022.

FCS will be looking at the new rules in detail over the next days and weeks with a view to providing guidance to our members. Where necessary we will be engaging directly with Ofcom to ensure that its proposals are clear and practical.

We will be providing a detailed summary of the relevant regulation changes for members shortly and will also organise sessions to enable discussion with our members.

If you have any queries in the meantime, please contact us. You can find the relevant documentation on the Ofcom website here.

Industry News

Gamma launches new cloud contact centre product for SMEs

Published on 02/03/21 by [email protected] (Telecompaper)

Gamma Communications, unified communications as a service (UCaaS) provider, has launched a new cloud-based omni-channel contact centre solution for SMEs called Horizon Connect. The launch completes...

FCS members please log in to view full article OR click here to view online

Vodafone UK makes donations to Business2Schools, Raspberry Pi Foundation

Published on 02/03/21 by [email protected] (Telecompaper)

Vodafone UK has announced a donation of 10,000 dongle devices to Business2Scholls for distribution to schools in England, Scotland, Wales and Northern Ireland. Headteachers will then allocate the d...

FCS members please log in to view full article OR click here to view online

Wessex Internet announces new fibre broadband plans, prices

Published on 01/03/21 by [email protected] (Telecompaper)

Wessex Internet, UK provider of ultrafast full-fibre broadband services in rural areas, has announced its new full-fibre packages and prices.

The refreshed plans will apply from 01 April for ...

FCS members please log in to view full article OR click here to view online

Latest News

Comms is a fast-moving multi-national industry. To make sure FCS members have the best possible chance to stay up to date with developments, FCS has partnered with Telecompaper to provide members with daily news-feeds, tailored specifically to the UK comms market.