The Department for Science, Technology and Innovation (DSIT) has reached agreement with a number of network operators on measures to protect people using telecare services during the digital switchover.
It said that Openreach, CityFibre and Sky have agreed to measures to which others signed up last year.
The move comes amid continuing concerns over how the move away from the Public Switched Telephone Network (PSTN) to digital will affect users of telecare devices. The operators are planning to carry out the change by the end of next year.
Among the measures in the agreement is that no telecare user will be migrated to a digital landline service without the provider, customer or telephone company confirming they have a functioning solution in place.
This will be accompanied by telecom operators working with Ofcom, the Government and phone providers to create a shared definition of a ‘vulnerable’ customer, so it is no longer dependent on the company and establishes and industry-wide standard.
Migration arrangements
In addition, operators will provide at least 12 months’ notice to phone providers before enforcing the switchover of a customer and will jointly discuss suitable migration options, and they will work with partners including internet providers to check if their customers own a telecare device.
DSIT has now reached agreements with Openreach, CityFibre, AllPointsFibre, CommunityFibre, Ogi, KCOM, WightFibre and Sky.
Technology Secretary Michelle Donelan said: “The safety of vulnerable customers comes before anything else and that’s why I called on the industry to listen to concerns and take action to make sure the right protections are in place.
“I welcome more telecoms companies joining forces to make this a priority, meaning we now have agreement from those responsible for our telecoms infrastructure and those providing mobile and broadband services.
“This will provide much needed reassurance to those relying on these vital devices and I will continue to pressure organisations to do everything in their power to make sure the switchover is seamless and safe.”
Continuing concerns
The effect of the digital switchover on telecare is causing considerable concern among local authorities and social care providers, despite the Department for Health and Social Care having published a stakeholder plan in 2022.
Last year the Local Government Association warned that some devices could cease to work and local authorities would struggle to find the funds to replace them, and earlier this year London’s chief digital officer, Theo Blackwell, produced a briefing paper saying the switchover could push up the costs of telecare services in the city.
Last week Digital Infrastructure Minister Julia Lopez indicated in Parliament that DSIT will not provide funding to local authorities for the provision of new devices.
