This bulletin is published by TOTSCo on behalf of the Office of the Telecommunications Adjudicator (OTA2).
The purpose of this guidance is to establish a minimum set of best practice guidelines for the One Touch Switch process, specifically on how the Gaining Retail Communications Provider (GRCP) should identify and support vulnerable customers with telecare alarms.
The guidance covers:
- Sales process (for both gaining and losing providers)
- Pre-installation
- Installation
- Post-installation, prior to the GRCP triggering service cessation
The guidance document can be found here.
Any feedback or comments relating to this document should be addressed to:
Disclaimer: This document has been produced in good faith by OTA2, to assist other industry participants. It is not legal or regulatory advice nor approved and/or endorsed by Ofcom, ICO and/or TOTSCo. Communications providers may not rely on its contents and are responsible for their own regulatory compliance.
TOTSCo
November 2024
