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Transferring your service

We can help with your complaint about problems that happened when you transferred an existing service from one provider to another. To resolve your complaint about a transfer problem, we’ll consider the law, good industry practice and fairness.

Types of transfer complaints

We deal with complaints about transfers such as:

  • providers not explaining what a transfer would mean for the consumer
  • transfers that take too long
  • only some parts of a bundled service being transferred
  • transfers that the consumer didn’t agree to
  • transfers made during the cooling off period
  • providers not telling consumers once a transfer was complete.


What you should expect from your provider: the law and industry practice

Your service can’t be transferred unless you agree

Before transferring a service, providers must take all reasonable steps to make sure the consumer is authorised to transfer the service, and has agreed to the transfer. If you find out about a transfer that you didn’t agree to, you should contact the provider straight away. 

Your service can’t be transferred until after the cooling off period

After agreeing to transfer during a telemarketing call or door-to-door sale, consumers have a 10-day cooling off period to change their mind. Providers can’t charge you or transfer your service until the cooling off period has ended. 

You should be kept informed about how your transfer is going

Your new provider must tell you about any delays, problems or important changes during the transfer. They must also tell you when the transfer is completed – preferably on the same day, or otherwise within five working days.

Here's how other cases were managed

A consumer was transferring his service from one provider to another, and lost his number in the process.
Both the new and the old service providers managed to solve the issue and the new service provider gave the consumer a credit on their account.
Consumers signed a "no-lock in contract" and then were charged for the devices upon leaving the contract. They were not advised that payment for the device could not continue as separate from the service contract.
Consumers were allowed to continue to pay off the devices, and marketing materials for the plans was amended.

Related trends and articles

This page was last updated on
04th Jun 2019
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