Local number portability allows consumers to transfer – or ‘port’ – their local landline telephone number to a new service with a different telco provider. This allows consumers to switch providers without losing their number, which supports competition in the telco market.

Local number porting can be a complicated technical process. The Local Number Portability Code (the Code) outlines the procedures that telcos must follow in relation to local number porting. It is important that the Code is thorough and fair so that consumers do not lose their local number in the process, or face lengthy delays when switching providers.

ACCAN’s submission to the Code review makes recommendations to amend the Code to improve consumers’ experiences of local number porting, in line with changes in the market and providers’ technical capabilities. We also recommend that consumers’ rights during the local number porting process should be reviewed and strengthened.

ACCAN’s submission argues that:

  • Local number portability is an important issue for many consumers, with 10% of landline TIO complaints relating to a numbering issue.
  • The way that different types of local number ports are categorised under the Code should be reviewed in line with changes in service delivery.
  • Local number porting timeframes are not in line with consumer expectations or market developments.
  • If a number is ported fraudulently, or the consumer didn’t authorise the port and wants their local number back, the number should be returned to the customer as soon as is practicable.

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