Switching Information (SI) Survey

As part of the OTS process, Losing Retail Providers must send Switching Information (SI) to their customers “via the quickest communications method” unless the customer requests an alternative. TOTSCo (The One Touch Switching Company) needs to understand how you plan to produce and send the necessary SI to those customers who are switching. If you'd like to review the official OTS Process Design and the Ofcom GCs which cover this and relevant definitions, please see side panel.

Please complete this survey as soon as possible. The first results have been collated and sent to TOTSCo 14 Oct. But if your organisation didn't complete, please do so. All responses are monitored and will be discussed with TOTSCo. Plus you can make comments and ask questions on this aspect.

How do you plan to generate the SI? *

Automatically

Manually

If generated automatically, will this be by *

an existing system already in operation?

an existing system which will need added development?

a new system you will have to specify and procure?

If generated manually, what process will you use? (please describe)

Do you plan to run your SI system

24h x 7d?

within limited hours?

How long will it take to generate the SI once a switch request is received by you?

less than 60 seconds

less than 30 minutes

less than one hour

longer than one hour

How will you send the SI?

SMS

2nd class post

Other, please state

How will you send the SI? Other, please state

The OTS Process design requires you to send the SI via the quickest communications method unless the consumer requests an alternative. You may use multiple methods if you wish. Please check box for every method you plan to use.

Once generated, will the sending of the SI to the customer be

automatic?

manual?

Problems

What particular problems (if any) have you identified in complying with the need to produce and send Switching Information?

Any other comments?

Have you any other comment on your plans to comply with OTS by the deadline of 3 April 2023?

About You

It's helpful to know who is submitting the form so that we can get in touch in case we need to clarify any of your responses.

First Name

Last Name

Email address

Mobile number

Your Organisation

Leave this field blank

Switching Information: Background

The definition of Switching Information (the consequences to the customer of switching away such as ETCs, bundle changes and so on) is given in the OTS Industry Process Design v4 which can be found here.

This also references the applicable Ofcom GCs which come into force 3 Apr 2023. In particular, background for this survey includes:

2.3 Concept of “Switching Information”
5.11 Losing Retail Provider finds a Match (List of impacted services, method of communication)
5.13 Losing Retail Provider sends Switching Information to their customer
7 Provision of Switching Information to the customer by the Losing Retail Provider
13 LRCP re-send of SI (change of comms method / details)
19 Appendix 1: SLAs and Response Times, Hours of operation
29 Appendix 11: Hub OTS Switch Messages

TOTSCo is The One Touch Switching Company Ltd: the cross-industry independent body with the responsibility of implementing the platform for One Touch Switching (the OTS Hub) which Ofcom has mandated Communications Providers to use for the One Touch Switching process from April 2023.

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