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One Touch Switch Compliance for Residential Broadband

How Ofcom's One Touch Switch process works, what residential broadband providers and resellers must do, and the common compliance gaps.

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Everything residential broadband providers need to know about OTS compliance. TOTSCo integration, switching SLAs, compensation rules and customer communications.

Quick answer: One Touch Switch lets residential broadband customers switch provider with a single request to their new provider. This guide explains what providers and resellers must do and the common compliance gaps.

What You Learn

  • ✓ OTS switching requirements
  • ✓ LP/GP obligations
  • ✓ Implementation timeline
  • ✓ Compliance verification

Who It's For

  • • Communications providers
  • • Switching process owners
  • • Customer service teams
  • • Technical teams
BOTTOM LINE UP FRONT
One Touch Switch (OTS) launched 12 April 2023 and applies to all residential broadband providers offering services over Openreach, CityFibre or other regulated networks. Key requirements: 10 working day switch completion, £5.25/day automatic compensation for delays, TOTSCo Hub integration mandatory, and 14-day cooling-off period must be communicated clearly.
10
Working Days Max Switch Time
£5.25
Daily Delay Compensation
14
Days Cooling-Off Period
1
Working Day Confirmation

What is One Touch Switch?

One Touch Switch (OTS) is Ofcom's industry-wide switching process that came into effect on 12 April 2023. It replaced the previous Gaining Provider Led (GPL) process and eliminates the need for customers to contact their current provider when switching broadband.

Under OTS:

The OTS Switching Process

1

Customer Contacts Gaining Provider

Customer provides: name, address, date of birth, current provider details. Gaining provider validates address and service availability.

SLA: Immediate
2

Match Request via TOTSCo

Gaining provider sends match request through Hub. System identifies losing provider and existing service using address and customer details.

SLA: Automated, <2 hours
3

Switch Order Created

Once matched, switch order created with customer's requested date. Minimum 1 working day notice for gaining provider to place order.

SLA: Within 1 working day of customer agreement
4

Confirmation Letters Sent

Both gaining and losing providers must send confirmation letters: switch date, cooling-off rights, any ETCs payable, gaining provider contact info.

SLA: Within 1 working day of order
5

Losing Provider Save Attempt

Losing provider may contact customer to make retention offer. One attempt only, no pressure selling. Must provide accurate ETC information.

Window: Until 1 working day before switch
6

Switch Completes

Service transfers to gaining provider. Losing provider ceases billing. Any number porting completes. Customer receives completion notification.

SLA: By 23:59 on switch date

Automatic Compensation Rules

The OTS compensation scheme is part of Ofcom's broader Automatic Compensation framework. Providers must pay automatically — no customer claim required.

Failure Type Compensation Amount Who Pays When Paid
Delayed switch (beyond 10 working days) £5.25 per day Gaining provider Within 30 days of switch
Missed appointment (engineer no-show) £26.24 per occurrence Responsible provider Within 30 days of miss
Service loss during switch £9.33 per day Gaining provider Within 30 days of restoration
Double-billing error Full refund + £10.50 Provider who over-billed Within 14 days of report

TOTSCo Hub Integration Requirements

The One Touch Switching Company (TOTSCo) operates the central Hub that facilitates all OTS switches. All residential broadband providers must integrate.

Integration Options

Technical Requirements

Customer Communication Requirements

Ofcom specifies minimum content for customer communications during switching:

Gaining Provider Must Communicate:

✓ Switch date and any flexibility
✓ 14-day cooling-off period rights
✓ New contract terms and pricing
✓ Equipment requirements (router delivery)
✓ How to cancel the switch

Losing Provider Must Communicate:

✓ Confirmation that switch request received
✓ Any Early Termination Charges (ETCs) due
✓ Final bill amount and timing
✓ Equipment return requirements
✓ How to cancel if customer changes mind

Provider Compliance Checklist

  1. TOTSCo Registration — Register with TOTSCo and choose integration method
  2. Hub Integration — Complete technical integration and testing
  3. Staff Training — Train customer-facing staff on OTS process
  4. Letter Templates — Create compliant confirmation letter/email templates
  5. Compensation System — Implement automatic compensation tracking and payment
  6. SLA Monitoring — Set up dashboards for 10-day completion monitoring
  7. Save Process — Establish compliant retention process (one contact only)
  8. Audit Trail — Ensure complete logging of all switching activity
  9. Complaints Process — Update complaints handling for OTS-related issues
  10. ADR Scheme — Maintain membership of CISAS or Ombudsman Services

Common Compliance Failures

Ofcom and ADR schemes report these frequent OTS compliance issues:

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Part of the UK Telecom Compliance Hub

Return to the main compliance guide for the complete framework covering Ofcom GC, PECR, UK GDPR, and more.

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Related Pages

Ofcom General Conditions

All 27 conditions explained

Ofcom Compliance Checklist

Step-by-step compliance

UK Telecom Compliance

Complete regulatory framework

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What is One Touch Switch (OTS)?

One Touch Switch is an Ofcom-mandated switching process launched in April 2023 that allows customers to switch broadband and phone providers by contacting only their new provider. The gaining provider handles all communications with the losing provider through the TOTSCo industry hub.

How long should a broadband switch take under OTS?

Switches must complete within 10 working days from the customer's requested switch date. If a switch takes longer, the gaining provider must pay automatic compensation of £5.25 per day of delay.

What happens if a customer is double-billed during a switch?

Under OTS rules, customers should not be double-billed. The losing provider must cease billing from the switch date. If double-billing occurs, the customer is entitled to a refund plus compensation.

Can a customer cancel a switch under OTS?

Yes. Residential customers have a 14-day cooling-off period from when the contract is agreed. They can also cancel by contacting the gaining provider up to the working day before the switch date. Losing providers cannot charge ETCs if cancelled within cooling-off.