Making the switch
Almost half of consumers with broadband or a landline think that switching provider is too much hassle so Ofcom is mulling ways to make the switching process less painful.
The watchdog said it is considering ways to make switching providers easier in a bid to make competition more effective. It will review processes in its Annual Plan and consider suggestions from a number of broadband providers and consumer groups.
Ofcom proposed a process where the new provider takes the lead on switching a consumer's service as "is most likely to deliver the best outcome for consumers". It warned while such a practice would need to include appropriate measures to protect consumers from ‘slamming' where a customer is switched without their consent, the new provider has an incentive to make the switch as smooth as possible.
Such a practice would probably deliver lower prices, more choice and innovation for customers, said the watchdog. It is considering ways for the new provider led process to be applied for the roll out of next generation broadband services.
Furthermore, half of consumers buy their broadband as part of a communications bundle so the switching process is likely to be trickier and Ofcom is therefore considering looking into bundles too. It plans on publishing a second consultation to develop its proposals in Spring 2011.
