Policy paper

Public Switched Telephone Network charter

The Public Switched Telephone Network charter sets out a voluntary agreement between the government and communication providers to protect vulnerable people when they are moved onto digital services.



The closure of the Public Switched Telephone Network (PSTN) is a critical programme for the telecoms industry and its customers. 

This legacy network is increasingly unreliable with higher incidences of customer-impacting faults. The move to replacement All-IP voice services (‘digital landlines’) is necessary to ensure high quality, resilient voice services for the future.  

For the vast majority of consumers, this change will cause little if any disruption. However, for some, particularly those more vulnerable and with additional needs, sufficient support needs to be in place to support their migration. This charter sets out further steps which industry will take to protect vulnerable consumers through the transition.

Published 18 December 2023
Last updated 28 February 2024 + show all updates
  1. Zen Internet added to the list of signatories.

  2. First published.