Industry Guide to Cancel Other

Transcription

1 Industry Guide t Cancel Other Aviding errneus cancellatins f rders 1. Intrductin This dcument prvides guidance t Cmmunicatins Prviders (CPs) and resellers n the apprpriate use f the Cancel Other facility in rder t help minimise the risk f errneus cancellatin f valid custmer 1 switching rders. The Cancel Other facility enables incumbent prviders t cancel rders placed by ther CPs and/r resellers but must nly be used in limited circumstances and must nt be used t frustrate the custmer switching prcess. General Cnditin 22 2 (Service Migratins and Hme-mves) clearly defines these circumstances, as summarised belw. General Cnditin als regulates Reactive Saves, requiring that ntificatin data received by the CPs t infrm them f the pending transfer t anther CP, shuld nly be used fr the purpses it was intended i.e. t infrm the custmer f the pending transfer and ptential charges, nt t autmatically cancel an rder withut cntact with the custmer r make save ffers r prvide marketing ffers/infrmatin t the custmer. NB GC22 states that frm the Harmnisatin date, CPs shall cmply with paragraphs 22.3 t 22.15, as applicable, in relatin t migratin f Bradband Services. The harmnisatin date was 20th June GC1.2 als applies as Ofcm has previusly fund CPs in breach f GC1.2 where an end custmer arranges t transfer their services t anther CP and the lsing prvider acquires infrmatin (such as the CLI f the transferring end custmer) frm the gaining prvider in cnnectin with this transfer prcess which the lsing prvider then used fr a purpse ther than that fr which that infrmatin was supplied (facilitating the transfer), namely preventing the custmer transfer thrugh the unauthrised use f the Cancel Other prcess (i.e. withut the custmer s express cnsent). This guide has been prduced as there is evidence that sme prviders may nt be fully aware f hw and when Cancel Other shuld be used. NB It des nt replace GC22, and where there is cnfusin arund interpretatin, a CP shuld refer t GC22 and the assciated Guidelines. 1 Custmer in the cntext f this dcument refers t the cntracted end-user f the prvided service. 2 Ofcm Website NB CPs t publish r link t a cpy f the cnditin n this website and t prvide a cpy free f charge upn reasnable request. 1 f 5

2 2. Impacts frm misuse f Cancel Other Custmer frustratin - pr custmer experience, lss f preferable deals and risk f cmplaints int Ofcm. Lss f revenue - lss f custmer acquisitin. Ofcm actin against breaches f GC22, including fines up t 10% f a cmpany s turnver. Damage t the telecms industry reputatin. 3. Use f Cancel Other Cancel Other MUST ONLY be used where:- There is reasnable evidence that Slamming has ccurred and the custmer; States they never cntacted, r have never been cntacted by, the Gaining Prvider; States they cntacted, r have been cntacted by, the Gaining Prvider, but have nt given the Gaining Prvider authrisatin t transfer sme r all f their Cmmunicatins Services; States they agreed t purchase a prduct r service frm the Gaining Prvider and the Gaining Prvider has submitted an rder fr a different prduct r service which the Custmer allege they have nt agreed t purchase; r States they agreed t transfer sme r all f their Cmmunicatins Services t the Gaining Prvider having understd as a result f a deliberate attempt by the Gaining Prvider t mislead, that they are making an agreement with a different Cmmunicatins Prvider; Requested cancellatin, as the Gaining Prvider has failed t cancel the Transfer Order after being directed by the Custmer t d s Where the telephne line is r will be, ceased during the Transfer Perid Cancel Other MUST NOT be used: Fr change f mind, misinfrmatin n prices, prducts etc. The custmer shuld be referred back t GP t cancel. T enfrce ntice perids and/r cntract terms, including terminatin charges. 2 f 5

3 If unable t cntact the custmer (via NT letter r verificatin call) t cnfirm the details f the migratin Because there is a debt issue with the custmer. T deliberately frustrate a valid custmer switch t anther prvider. GC22 requires all incumbent prviders t ntify the custmer when any rder has been cancelled ther. Cancel Other Reasn Cdes Every attempt shuld be made t select the apprpriate cancellatin cde when using Cancel Other. It shuld be based n the infrmatin the custmer prvides during the discussin abut the cancellatin. The cancellatin cde is sent thrugh t the gaining prvider, t give an indicatin as t why the rder was cancelled. Incrrect cdes can cause cnfusin i.e. indicating the custmer has nt authrised the transfer when in fact the rder was being cancelled fr failure t cancel. Cancel Other reasn cdes are nw standardised acrss industry fr all prducts. The valid cdes are as fllws: Cde Descriptin Reasns fr use 9100 Indeterminate reasn BT Whlesale uses this cde when cancelling CPS rders n behalf f a CP. It is nt fr use with Cpper and Fibre Migratins 9111 Current CP Inflight Order 9120 N authrisatin given t transfer service by the custmer This cde shuld be used t deal with the rare scenari where a whlesaler, say BTW, is prcessing a switch transactin where bth the GCP and the LCP are within the whlesaler s ftprint, but cincidentally anther GCP, utside the whlesaler s ftprint, raises anther switch request against the same line/service in the same timeframe. The prpsal is that the rule first cme first served will apply, and the whlesaler wuld send a cancel ther rder using the new reasn cde. This cde shuld be used when the custmer advises they have been in cntact/discussins with anther prvider, but they gave n authrisatin t transfer. This cde wuld be used if the custmer thinks they are agreeing t receive infrmatin r take part in a survey/trial and it wasn t made clear t them an rder was being placed. 3 f 5

4 Cde Descriptin Reasns fr use 9150 Custmer never been cntacted by SP This cde shuld be used when the custmer indicates they have nt spken t any ther CP regarding the transfer f any services Deliberate attempt t mislead 9170 Purchased different prduct/service This cde shuld be used when the custmer indicates they were misled int believing they were making an agreement with anther supplier. It is nt t be used where the custmer has been given misleading infrmatin abut a prduct/service. This cde shuld be used when the custmer indicates they have agreed t transfer a service but an rder has been placed fr a different prduct/service e.g. the custmer agreed t transfer bradband but an rder is placed t transfer calls/lines Failure t cancel This cde shuld be used if the custmer states they have asked the gaining prvider t cancel the rder, and the rder is still live 2 wrking days befre the transfer cmpletin date End user nt mving This cde can nly be used fr wrking line takever rders, nt transfer rders. It is used t indicate the custmer is nt mving frm the premises where the rder has been placed. Cancel Other Expedite Prcess If the LP repeatedly cancels a custmer s rder t transfer t anther prvider, against the custmer wishes, the GP shuld fllw the prcess detailed in the Cancel Other Expedite Prcess t enable the custmer t transfer t the prvider f their chice. The expedite prcess fr Openreach managed migratins can be fund, tgether with this dcument at This expedites prcess nly supprts thse parties supplied by Openreach and all Resellers shuld engage via their whlesale prvider when seeking t utilise the prcess. Where bth LCP and GCP are resellers f a single whlesaler, this prcess wuld nt apply. Furthermre it is anticipated that whlesalers will implement their wn prcess t supprt such situatins. 4 f 5

5 Obtaining the Identificatin (RID) f cancelling CP The Openreach prcess presents back the lsing RID in the Cancel Other t the cancelled GCP n every rder. T receive this, the GCP (whse migratin rder has been cancelled ther ) must be n a suitable versin f the Openreach schema (V26 r abve fr LLU, V27 r abve fr GEA-FTTC and WLR) t receive the cancelling party RID autmatically via the B2B feed frm Openreach. Where a CP isn t n a suitable versin f the schema, the infrmatin shuld still be available via the Prtal (fr GEA-FTTC and LLU where the CP can lk at the apprpriate rder updates) r the Order Tracker (all prducts) as these perate at the latest versin and shuld therefre cntain the RID used by the LCP when a migratin rder is cancelled ther. 5 f 5