Ofcom confirms implementation of ‘One Touch Switch’ from April 2023

4 Feb 2022

British telecommunications watchdog Ofcom has published a statement confirming its final decision related to the implementation of the ‘One Touch Switch’ process, which is designed to facilitate easier switching between providers for fixed voice and broadband customers.

Having begun consulting on proposals for the process back in February 2021, initial decisions were published by Ofcom the following September, and it has now published its final decision relating to the changes to the General Conditions (GCs) – the regulatory rules that all UK communications providers must follow in order to offer services. In short, the watchdog has confirmed that the revisions to the GCs will come into effect on 3 April 2023 when all residential fixed voice and broadband subscribers will be able to use the One Touch Switch process to move provider, regardless of who their existing provider is, or the technology used by that provider.

Meanwhile, Ofcom has also confirmed that it is making changes to its rules to implement a decision that mobile customers using the Auto-Switch process will, in the future, receive additional information when they switch. This will include any bundled services and specific services for disabled customers.

In a press release regarding the matter, Ofcom noted: ‘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.’

United Kingdom, Ofcom