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<p>The Government is committed to working with Ofcom to support quick and easy switching
in communications markets. In its current consultation on mobile switching, Ofcom
sets out considerations of how current switching processes may lead to consumer harm.
Problems that may occur include consumer difficulty with switching processes, unnecessary
costs, navigating different processes, breaks in continuity of service, lack of awareness
of the implications of and any liabilities arising from switching, and erroneous transfers
and ‘slamming’ (where consumers are switched without their consent). Ofcom’s evidence
suggests that, although existing mobile switching processes perform relatively well
against those measures, they are likely to generate a degree of consumer harm.</p><p>For
those who have not switched, the perception of a difficult process can inhibit their
engagement with the market and any decision to switch, which is likely to mean they
are paying more. BIS research indicates that consumers who may be vulnerable by virtue
of personal circumstances - for example, those who are elderly, not working and/or
lack ‘self-efficacy’, confidence or trust - tend to be fairly disengaged from markets
and the purchase process. Those consumers are much less likely than other groups to
gather information, check whether they are on the best deal or switch supplier.</p><p>Ofcom
is currently consulting on options to improve mobile switching, with the aim of simplifying
and automating the process for all consumers.</p>
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