Service Industries: Digital Technology
The question
To ask the Secretary of State for Science, Innovation and Technology, what steps her Department is taking to ensure that businesses switching to digital services, such as BT’s transition to Digital Voice, communicate these changes appropriately with customers.
Answered by Kanishka Narayan
The Government is committed to ensure that any risks arising from the industry-led migration of the analogue Public Switched Telephone Network (PSTN) to digital Voice over Internet Protocol (VoIP) are mitigated for all customers across the UK.
Government secured safeguards for customers through the PSTN Charter in December 2023 and the Non‑Voluntary Migrations Checklist in November 2024. Major communication providers committed to a number of measures to protect customers, including signing data sharing agreements with local authorities to identify telecare customers, timely and repeated communications, a free engineer visit, and a battery back-up solution, if needed.
In addition to existing safeguards, any vulnerable customers (including the elderly) can self-identify to receive additional support from their provider as set out in the GOV.UK Supported Journeys Guidance when their landline is upgraded.
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