Oman tightens mobile number portability rules, bans retention offers

MUSCAT: New regulations governing mobile number portability in Oman are set to impose stricter controls on telecom operators, including a ban on contacting customers to influence their decision or make retention offers once a number transfer request has been initiated.
Issued by the Telecommunications Regulatory Authority (TRA), the new framework is aimed at ensuring greater neutrality in the portability process and strengthening competition based on service quality, pricing and customer experience rather than last-minute efforts to retain subscribers.
A key feature of the regulations is the introduction of a centralised system under the TRA to manage number portability procedures. The system is expected to streamline transfers between operators, reduce direct intervention by the operator a customer is leaving and strengthen regulatory oversight.
Under the new rules, once a subscriber has formally requested to transfer their number, the losing operator cannot contact the customer for the purpose of influencing the decision or offering special incentives designed to prevent the transfer.
The move represents a shift in how telecom operators compete for customers. Instead of relying on retention offers when a subscriber decides to leave, operators will be encouraged to maintain competitive prices, strong network performance, reliable services and effective customer support throughout the customer relationship.
The framework also sets fees for completed number transfers. A charge of RO 1.5 applies to each successfully completed number transfer involving the parties specified under the regulations.
Mobile number portability is an important component of competition in the telecom sector because it allows subscribers to change service providers without having to give up their existing mobile numbers.
The ability to retain a number removes one of the key barriers to switching and enables customers to compare operators more freely on price, network coverage, connection speeds, reliability and service quality.
The new regulations are expected to reinforce this principle by allowing customers who have decided to switch to proceed without being subjected to targeted retention efforts by their existing operator.
For telecom companies, the changes could place greater emphasis on customer satisfaction and long-term loyalty. Operators may need to strengthen loyalty programmes, improve customer service, respond more effectively to complaints and ensure that tariffs and promotional packages remain competitive.
The centralised system could also give the TRA greater visibility into customer movement between operators and broader switching patterns in the telecom market. Such data could help the Authority assess competition levels and identify trends in subscriber behaviour.
The new framework therefore goes beyond changing the technical process for transferring mobile numbers. It establishes clearer boundaries around customer retention practices and shifts the focus of competition towards the quality and value of services offered before a customer decides to switch.