Best practice guidance

Industry best practice guide – Consumer switching (PDF, 685.0 KB)
Last updated 7 August 2017

Best practice guide – WLTs migrations ELT avoidance (PDF, 420.9 KB)
Last updated 17 September 2018

Best practice guide – Supplier of last resort – Industry process (PDF, 813.3 KB)
Last updated 26 February 2018

Industry code of practice – Special service restoration (PDF, 256.5 KB)
Last updated 3 September 2018

Retailer IDs (RIDs) – Industry best practice guide (PDF, 449.8 KB)
Last updated 18 July 2017

• Appendix A: COCO reports – Ofcom guidance (PDF, 359.4 KB)
  Last updated 18 July 2017
• Appendix B: RID BPG-BAU and change scenarios (XLSX, 14.8 KB)
  Last updated 17 July 2017
• Appendix C: Consumer Switching Industry Forum terms of reference (PDF, 276.2 KB)
  Last updated 18 July 2017

Industry guide to Cancel Other (PDF, 189.1 KB)
Last updated 21 September 2015

Industry guide to selling compliantly (PDF, 180.8 KB)
Last updated 25 September 2015

Openreach Cancel Other expedite process – Flow chart (PPTX, 88.3 KB)
Last updated 4 November 2015

Openreach Cancel Other expedite process – Steps (PDF, 415.7 KB)
Last updated 12 May 2017

BTW Cancel Other and Urgent Service Restoration processes – CP process (PDF, 568.5 KB)
Last updated 12 May 2017

MPF ALID Help Line – Process description (PDF, 74.6 KB)
Last updated 25 October 2012

Best practice guide – WLR and MPF provision (PDF, 1.5 MB)
Last updated 28 February 2013

Best practice guide – WLR3 repair 'in-effectives' (PDF, 555.1 KB)
Last updated 6 May 2014

Best practice guide – Raise and manage a customer fault (PPTX, 1.6 MB)
Last updated 30 September 2016

Best practice guide – Test accuracy charging scenarios (PPTX, 1.3 MB)
Last updated 30 September 2016

Port Override Request (POR) process description (PDF, 272.5 KB)
Last updated 15 November 2019

• Appendix R1 – POR alert email template (PDF, 116.1 KB)
  Last updated 15 November 2019
• Appendx R2 – POR details template (PDF, 1.1 MB)
  Last updated 15 November 2019
• Appendix R3 – POR Approved-EAP email template (PDF, 87.4 KB)
  Last updated 15 November 2019
• Appendix R4 – POR Approved GCP email template (PDF, 86.2 KB)
  Last updated 15 November 2019
• Appendix R5 – Port Override Request – Process Swim Lanes (PDF, 176.2 KB)
  Last updated 15 November 2019
• Appendix R6 – Number portability letter to chair NPESG 18102018 (PDF, 582.3 KB)
  Last updated 15 November 2019
• Appendix R7 – POR Activation Contacts (PDF, 109.6 KB)
  Last updated 15 November 2019
• Appendix R8 – POR EAP Contacts (PDF, 99.7 KB)
  Last updated 15 November 2019

GNP E2E Ops Process (PDF, 787.2 KB)
Last updated 19 July 2018

• Appendix A – Contacts register (PDF, 81.3 KB)
  Last updated 19 May 2014
• Appendix B – GNP_NPOR-issue_5-Feb_2013 (PDF, 188.2 KB)
  Last updated 19 May 2014
• Appendix C – GNP – (PDF, 129.2 KB)
  Last updated 13 November 2017
• Appendix D – Process automation (PDF, 324.5 KB)
  Last updated 7 January 2019
• Appendix E – Sub-port activations - CSV template and spec (PDF, 252.9 KB)
  Last updated 24 March 2014
• Appendix F – User handbook for 999 data (PDF, 523.1 KB)
  Last updated 4 April 2018
• Appendix G – EFF999 issue 2 - April 2013 (PDF, 850.1 KB)
  Last updated 4 April 2018
• Appendix H – Code of practice for the public emergency call service (PDF, 55.4 KB)
  Last updated 4 April 2018
• Appendix J – PoV process description (PDF, 261.1 KB)
  Last updated 25 November 2016
  • Appendix J1 – GNP Multi-Line Order Process-Swim Lanes (PDF, 167.5 KB)
    Last updated 9 May 2016
  • Appendix J2 – PoV Process Templates (XLSX, 678.6 KB)
    Last updated 12 May 2017
  • Appendix J3 – Consolidated Contacts Register - PoV Process (PDF, 386.8 KB)
    Last updated 20 January 2020
  • Appendix J4 – PoV-Contact Registration Process (PDF, 214.7 KB)
    Last updated 25 November 2016
• Appendix K – BPG number ownership dispute resolution (PDF, 443.1 KB)
  Last updated 6 October 2014
• Appendix L – Multiline DoP activations batch requests process description (PDF, 209.0 KB)
  Last updated 6 October 2014
• Appendix M – Unacknowledged orders batch request process description (PDF, 192.5 KB)
  Last updated 6 October 2014
• Appendix N – OOH NP Support - Product Process Description (PDF, 95.1 KB)
  Last updated 14 July 2015
  • Appendix N1 – Tier 1 CP Contacts Register - OOH Process (XLSX, 13.2 KB)
    Last updated 8 July 2015
  • Appendix N2 – GNP-CP Support times (XLSX, 13.4 KB)
    Last updated 19 March 2015
  • Appendix N3 – GNP OOH-POR Process-Swim Lanes (PPTX, 608.3 KB)
    Last updated 8 July 2015
  • Appendix N4 – GNP NPOR (XLS, 45.0 KB)
    Last updated 3 March 2015
  • Appendix N5 – OOH Pre-Order Request (XLSX, 27.5 KB)
    Last updated 21 April 2015
• Appendix P – CP Fault Reporting arrangements for LoS Faults
  • Appendix P1 – BT reporting process - Service Loss faults (PDF, 266.2 KB)
    Last updated 2 July 2018
  • Appendix P2 – Service Loss-OLO Fault Reporting Arrangements (PDF, 165.8 KB)
    Last updated 26 June 2018
• Appendix Q – WLR-DDI Block Splitting Process (PDF, 195.2 KB)
  Last updated 21 March 2019

Original Section B documents (being updated) (ZIP, 198.3 KB)
Last updated 16 July 2019

10k Number Block Transfers (PDF, 209.3 KB)
Last updated 9 July 2019

NGNP E2E Ops Process (PDF, 867.4 KB)
Last updated 4 April 2018

• Appendix A – Non-geographic number portability establishment request form (PE) (DOCX, 21.7 KB)
  Last updated 4 April 2018
• Appendix B – Non-geographic number contact register form (PC) (DOCX, 22.3 KB)
  Last updated 4 April 2018
• Appendix C – Non-geographic number portability planning form (PP) (DOCX, 22.0 KB)
  Last updated 4 April 2018
• Appendix D – Non-geographic number portability order forecast form (PG) (DOCX, 22.1 KB)
  Last updated 4 April 2018
• Appendix E – Non-geographic number portability order form (PO) (XLSX, 36.6 KB)
  Last updated 4 April 2018
• Appendix F – Notes on non-geographic portability order form (DOCX, 23.8 KB)
  Last updated 4 April 2018
• Appendix G – Non geographic number portability – Bulk port order form (PB) (XLSX, 40.6 KB)
  Last updated 4 April 2018
• Appendix H – Non-geographic number portability – Porting failure form (PF) (DOCX, 23.1 KB)
  Last updated 4 April 2018
• Appendix J – Non-geographic number portability – PAP form (PA) (DOCX, 21.7 KB)
  Last updated 4 April 2018
• Appendix K – Non-geographic number portability certificate – Engineering testing (DOCX, 34.9 KB)
  Last updated 4 April 2018
• Appendix L – Non-geographic number portability certificate – Operational readiness testing (DOCX, 35.0 KB)
  Last updated 4 April 2018
• Appendix M – Customer letter of authorisation (DOCX, 21.2 KB)
  Last updated 4 April 2018
• Appendix N – NGNP industry agreed SLAs (DOCX, 21.0 KB)
  Last updated 4 April 2018
• Appendix P – NGNP service establishment test schedule (DOCX, 76.5 KB)
  Last updated 4 April 2018