8Pre-porting additional identity verification requirements

8 Pre-porting additional identity verification requirements

(1) This section applies to mobile carriage service providers. (2) Prior to initiating the port of a mobile service number, a gaining carriage service provider must, for all customers, use at least one of the following additional identity verification processes to confirm the requesting person is the rights of use holder of the mobile service number to be ported: (a) confirming the requesting person has direct and immediate access to a mobile device used in association with the mobile service number to be ported; Examples: (a) in a retail environment, following the identification of the requesting person making a port request in person at a retail store – personnel representing the gaining carriage service provider call the mobile service number whilst in store and verify that the call has been received by the customer’s mobile device used in association with that mobile service number; or (b) in a call centre environment following identification of the requesting person by voice call: (i) in the case of a customer — personnel representing the gaining carriage service provider calling back the mobile service number to be ported, to confirm that the person initiating the request is the rights of use holder; or (ii) in the case of an authorised representative of the customer — personnel representing the gaining carriage service provider calling back the mobile service number to be ported, to confirm that the person initiating the request is the authorised representative of the customer; or (c) in an online environment following the identification of the requesting person —personnel representing the gaining carriage service provider receiving confirmation that the customer, or the customer’s authorised representative, has received a unique verification code. (b) use of a unique verification code: (i) which is sent by the gaining carriage service provider via SMS message to the mobile service number which is to be ported; and (ii) from which the gaining carriage service provider receives immediate confirmation via SMS message that the customer, or the customer’s authorised representative, has received the unique verification code; Note: Providers may also indicate what a customer should do if they receive an SMS message and did not request a port. (c) use of one or more forms of biometric data; or (d) where a large business customer is porting mobile service numbers under a contract with a mobile carriage service provider – confirming the requesting person is the authorised representative of the large business customer and that the requesting person has direct and immediate access to the primary number associated with the large business customer. (3) Where the gaining carriage service provider is unable to confirm that the requesting person is the rights of use holder of the mobile service number to be ported through one of the processes described in subsection (2), the gaining carriage service provider may undertake an identity verification to confirm that the requesting person is the rights of use holder of the mobile service number by using one of the following processes: (a) using category A documents and/or category B documents via the process described in Schedule 1; or (b) using a government online verification service. Example: Where the mobile device associated with the mobile number to be ported is lost, a gaining carriage service provider may not be able to confirm that the requesting person is the rights of use holder of the mobile service number to be ported through one or more of the processes described in subsection (2).