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In relation to any products/services referred to in this document which are currently under development and/or trial, BT gives no undertaking or other commitment that the product/service will be made commercially available. • References to any such service and time scales contained within this document are indicative and estimates for information purposes only and these and other information do not constitute any contractual or other obligation. • Applicable BT standard terms and conditions apply. © British Telecommunications plc 2013 British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000 1 Industry news Ofcom Consumer Switching What does it mean for us all? Andy Wright Head of Wholesale Broadband (WBC) andy.s.wright@bt.com 2 Consumer Switching: Final Statement Key Points (First Phase) • Scope remains: – Voice and broadband switching within Openreach network – Residential and small business customers (NB all customers affected) – Other networks and services e.g. Cable and Pay TV in next phase • Conclusions from consultation: – Implementation of the move from MAC to Notice of Transfer (NoT) for all voice and broadband switches to be complete by 20th June 2015 – All proposed “front end” enhancements to NoT to be adopted and implemented by 20th September 2014 – Ofcom chaired 1st industry work group on 22nd Jan, supported by OTA. 2nd today. • A second phase will consider – Extent and cause of erroneous transfers (largely due to Working Line Take Overs) – Feasibility of extending to include other technologies, networks and services – Further development of NoT, or hub/database solution – Details and timeline to be published in Spring 2014 3 Consumer Switching: Proposed Milestones For A Move To NoT Date January 2014 March 2014 Industry working group to agree governance arrangements and underlying principles of harmonised process Stakeholder agreement on implementation strategy April 2014 Stakeholders to submit implementation commitment plans & agree e2e process May 2014 Openreach to issue straw man interface spec, CPs to begin detailed design June 2014 Wholesale CPs to submit straw man of their interface spec Sept 2014 ‘Front End’ changes adopted and implemented October 2014 November 2014 Openreach and wholesale CPs to confirm detailed design Openreach and wholesale CPs to publish final technical spec and CPs to begin interlock testing January 2015 Final release of Openreach systems updates for CP testing Jan-June 2015 Business readiness and testing June 2015 4 Event Launch of harmonised switching process Consumer Switching: Points to note about NoT implementation • Ofcom has listened to our views and approved a “big bang” approach • Have noted that this requires more co-ordination and collaboration across industry than “normal” changes • A number of issues for further debate, such as: - use of Retailer Ids (RIDs) on SMPF and FTTx - application of emergency restoration process - KPIs required to support enforcement - extra KCIs needed from wholesale CPs • Acknowledged that switches of larger businesses might be impacted, but regulation will not apply, so down to commercial negotiation with Openreach 5 Consumer Switching: Enhancements to NoT • Record of consent – Call recordings of telesales, “I agree” button for online orders – To include direct record of consent, explanation from CP that it is required to create this record, customer name & address, time, date & means by which consent given, place (where appropriate), address and Calling Line Indicator (CLI) of target line – Retrievable on an individual basis and retained for 12 months • Provision of better information on implications of switching – NoT letters to contain precise info on Early Termination Charges (ETCs), including means by which they must be paid, calculated according to planed switching date – impact on ancillary/retained services, including price, specific to consumer – clear statement that customer does not have to contact Losing Provider • Mandatory use of functionality to ensure seamless transfer of bundled services with no loss of service (e.g. Sim provide, Linked Orders, SIM2) where customer makes a single request to one Gaining Provider • Mandating some best-practice elements of Working Line Takeover (WLT) process – No WLT order placed without exact match; GPs to take all reasonable steps to identify – Notification letter to “incumbent” customer, via post or another durable format if agreed 6 Consumer Switching: Items To Be Considered In A Future Third Phase • Options to address “poor quality Openreach address data – a major cause of Erroneous Transfers” • Whether recent industry developments, such as the MPF helpline, are sufficient to address lack of visibility of key data in identifying correct line • Whether a harmonised process giving consumers a similar end-to-end process regardless of underlying technology is possible (e.g. for moves to/from cable) • Whether further enhancements to the NoT process are needed (e.g. mandating use of Cancel Other) • Whether a new Gaining Provider Led (GPL) solution, based on Transfer Code and an industry database, may be necessary and proportionate 7 Consumer Switching: What Does It Mean For Us? Some Headlines • You will need to consume a new technical specification • You will need to change ‘front end’ processes, including recording consent and advising on loss of services • Please note that a second phase of consultation will happen • Please note that we will run update webinars Bev Bytheway-Jackson, WBC Product Manager bev.bythewayjackson@bt.com 01244 657938 Andy Wright, Head of Wholesale Broadband Connect andy.s.wright@bt.com 01977 598396 8