Question

To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment her Department has made of the adequacy of protections under Ofcom's General Conditions for vulnerable customers who lose (a) broadband and (b) telephone service as a result of switching errors by providers.

One Touch Switch (OTS) was introduced in September 2024 to make it easier for consumers to switch providers. Ofcom, as the independent regulator, is responsible for monitoring compliance with the OTS process. Under Ofcom's General Conditions, broadband and landline providers must comply with the OTS requirements for residential customers. Providers must also offer priority fault repair to customers who rely on their landline or broadband because of a disability and have an urgent need for repair.

Ofcom will continue to monitor compliance and may take enforcement action where providers fail to meet their regulatory obligations. More than two million consumers used the process since its launch.