On behalf of the Panel, I recently addressed an Industry Workshop on switching. In my presentation, I suggested the following key principles which should guide decision-making in this area:
There should be protection against slamming
Customers should be well-informed on implications
The processes should be quick and reliable
Continuity of service should be assured
The processes should promote retail competition
The processes should work across sales channels
I explained that, utilising these principles, the Panel generally favours gaining provider-processes for switching rather than losing-provider processes.
Understandably there were different views from the companies represented on the relative advantages of gaining provider-led and losing provider-led processes with BT concerned that the Panel should weigh the benefits to consumers of the ability of a company to offer bespoke offers to departing customers.
More generally, there was a view that the current Ofcom consultation on switching focuses too narrowly on GPL vs LPL processes instead of looking at wider migration issues.
There are currently no comments on this post
Your comment will have to be approved by a site administrator before it is shown on the site so please be patient.