Overview

We’re sharing further details on the transfer order trial starting in May.

What’s happening?

We previously communicated that we will trial improvements to transfer order usability from May, following industry feedback on challenges posed by RSPs needing to provide the Losing Service Provider (LSP) names for validation especially when there are resellers or multiple sub brands involved.

The details

The trial will see the removal of the validation of LSP name for 'Transfer Primary' and 'Transfer Secondary' orders. For the trial, the 'Losing Service Provider' name field must still be completed, but Chorus will not validate the content. The requirement to complete the field has not been removed for trial as this would break most RSP’s processes.

The trial will run for four weeks between 14 May and 11 June 2021.

We will provide preliminary results mid-way through the trial. At this point we will also communicate whether the change will be reversed on 11 June, or continue until we have reached a final decision on whether to adopt changes permanently.

This decision will be available when full results of the trial are communicated in July. The key measures of success are;

1. Average orders submitted per successful transfer

2. Number of transfer orders rejected with reason;

• ‘Not Feasible – Losing Service Provider Name is Invalid’

3. Number of transfer orders reversed

• Completed, followed by a consequent transfer / Connect and Replace order submitted within;
• 0 - 7 days
• 7 - 35 days

Chorus will also track the following during the trial;

1. Number of Transfers completed (Total)

2. Number of Transfer orders received

We will also investigate any escalations or verbatims from our Intacts CX Survey which relate to transfer orders, that may have been impacted by this change.

Baseline reporting, measures of success and initial variation considerations can be found in the supporting document under 'resources' below. 

Contact

If you have any questions or concerns, please reach out to the team at intacts@chorus.co.nz.