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Written question asked by Lord Clement-Jones (Liberal Democrat) on Monday, 28 April 2025, in the House of Lords. It was due for an answer on Tuesday, 13 May 2025. It was answered by Baroness Jones of Whitchurch (Labour) on Tuesday, 13 May 2025 on behalf of the Department for Science, Innovation and Technology.

Voice over Internet Protocol: Public Consultation

Question

To ask His Majesty's Government what requirements they have placed on BT to consult customers about the implementation of the Digital Voice rollout, particularly for vulnerable customers or those in rural areas.

Answer

The Government is determined to ensure that any risks arising from the industry-led migration of the Public Switched Telephone Network (PSTN) to Voice over Internet Protocol (VoIP) are mitigated for all customers across the UK.

Major communication providers, including BT, signed a voluntary charter in December 2023 to protect vulnerable customers. A definition of vulnerable customers who may require additional support in the context of the PSTN switch-off was published in November 2024. It includes the landline-dependent and those living in rural areas. In November 2024, providers agreed to additional safeguards in the Non-Voluntary Migrations Checklist. This includes requirements for timely and repeated communication with customers ahead of their non-voluntary migration.

Secondary information

Type
Written question
Reference
HL6945
Session
2024-26
Subjects
British Telecom Public consultation Rural areas Voice over internet protocol
Link
View this Written question on www.parliament.uk