Transferring ADSL services between providers under the Rapid Transfer Process

The Rapid Transfer Process is a voluntary process that allows a customer to transfer an ADSL service between providers who are participants in that process. In order for a customer to transfer between providers, the telephone line via which the ADSL service is provisioned must be active and the ADSL service itself must not be subject to any pending orders, e.g. an order for a change of lessee/plan or for cancellation of an existing ADSL service.

If one or other of the providers is not a participant in the Rapid Transfer Process a transfer will not be possible. In such cases, a customer must first disconnect their current ADSL service, then submit an application for a new connection with their preferred provider. Customers who disconnect their service risk the possibility that the required infrastructure may not subsequently be available for reconnection by the new provider. The TIO takes the view that, where possible, the gaining service provider should advise this to potential customers, e.g. when the customer first calls it to enquire about obtaining ADSL.

Transfer delays

The responsibilities of each provider in completing a transfer are not currently formalised in any industry code. In the absence of any industry rules or guidelines, the TIO may decide to investigate complaints about an unreasonable delay in transferring an ADSL service between providers against the gaining service provider.

Liability for charges after a transfer

In some instances a customer who transfers their ADSL service between providers may find that in so doing they terminate their existing service but still remain liable for charges for a certain period following the transfer. In other instances, they may find that the losing provider expects them to forfeit any money paid in advance for services after the date the transfer occurred.

In the absence of any industry rules or guidelines on this issue, the TIO expects the gaining provider to notify applicants during the application process that they may incur charges from their existing ADSL provider as a result of transferring their service. See also the TIO’s Position Statement, Notice Requirements for Contract Cancellations.

First posted: 27 January 2005