Fixed Telecoms Modernisation Safeguards and Ceasing Charter

Background

The UK’s fixed telecoms networks (the cables that connect our homes and businesses) are being modernised. Copper networks are being replaced by fibre networks. Analogue systems are being superseded by digital systems.

The Government recognises that this industry-led modernisation of industry-owned networks will deliver faster internet speeds, greater reliability, increase energy efficiency, improve digital inclusion, and lower costs for businesses and consumers.

This voluntary charter of commitments sets out the steps that the telecoms industry signatories will take to ensure that customers, especially vulnerable customers, and critical national infrastructure (CNI) services are protected during these modernisations.

The charter establishes a standard set of safeguards agreed with Government to safely migrate customers to new networks, to safely cease customers (businesses and consumers) that refuse to engage with communication providers, and to ensure CNI continues to operate.

1. Charter

We, the signatories, recognise the need for safeguards to protect customers during all* telecoms modernisations. Specifically, migrating customers to new networks, ceasing customers that refuse to engage, and ensuring CNI continue to operate. We therefore commit to:

* This charter applies to all modernisations, except the PSTN migration where customers are protected by existing charters and Ofcom general conditions.

Safeguards to Protect Migrating Customers

2. Contact customers well ahead of any network closure

Communication will be provided in accessible formats. Where possible, we will use at least two different channels of communication (e.g. email, SMS, letter, phone call and/or door knocking). Any communication will clearly state the deadline for the network closure and any actions that the customer will need to take ahead of this date. Any communication will provide clear signposts for customers to raise questions or concerns.

3. Identify vulnerable customers before any network closure

This will include maintaining a record of vulnerable customers and updating this record for relevant geographies or customer groups ahead of any migration.

4. Work to identify users who may need additional support through any legacy network closure

As per the supported journeys definition. If a customer is identified as needing additional support, we will offer them additional support that is proportionate and relevant to the specific network or service closure.

Depending on the network closure this could include an engineer visit (free to the end customer), a battery back-up device etc.

5. Restore services for vulnerable people as a priority

If a customer makes a complaint that their service has been disconnected and/or a risk of life device (e.g. telecare) does not function because of a migration, we will ensure their service is restored as a priority.

6. Ensure that vulnerable customers have resilience solutions

In all migrations where resilience solutions (including battery back-up units) are provided, we will provide solutions that go beyond the Ofcom minimum of 1 hour of continued, uninterrupted access to emergency services in the event of a power outage. We will aim to have solutions which maximise resilience as far as is possible.

7. Always starting migrations with a smaller cohort to ensure our business processes are robust, before rolling out the practice at scale

The first migrations will always focus on customer groups who are least likely to come to harm (e.g. those who have no vulnerability flags).

Ceasing Protocol

8. Where ceasing of services is necessary due to continued non-engagement by the customer, following the cessation process set out below prior to ceasing any services

In the first instance communication providers are responsible for ceasing their non-engaging customers – basic process:

• a. Checking with local authorities whether a customer is listed as vulnerable
• b. Written confirmation that a customer is not listed as vulnerable
• c. Further exhaustive attempts to contact non-vulnerable customers
• d. Sending a final warning to the non-vulnerable customer with XX days’ notice
• e. Process of engaging identified vulnerable customers
• f. Ceasing the customer’s service

9. If communication providers fail to engage, network operators may choose to contact customers directly after the following steps:

• a. Identify CPs that have not met engagement or reporting requirements within agreed timelines
• b. Inform DSIT of non-compliance and provide evidence of attempts to engage CPs
• c. c. DSIT writes to the CP to request engagement within XX working days
• d. d. If there is no response from the CP, NOs may contact customers directly and act as per the CP process above

Protecting Critical National Infrastructure

10. That the CNI Charter will continue to apply for all relevant future telecom modernisations

This includes the mutually agreed CNI Escalation Protocol.

Monitoring Modernisations

11. Monitoring key indicators

Relating to modernisations and reporting quarterly to the Department for Science, Innovation and Technology.

12. Meeting quarterly

With the Department for Science, Innovation and Technology to update on progress against the agreed points in this charter.