Introduction
At Zoiko Telecom Ltd, we are committed to ensuring that individuals in vulnerable situations are treated with
the utmost care, respect, and dignity. This policy outlines our approach to identifying and supporting
customers who may be in vulnerable situations, in compliance with United Kingdom (UK) regulations.
Definitions
Vulnerable Situations: Refers to any circumstances where a customer may be at risk of suffering harm,
exploitation, or experiencing difficulties in managing their communication services due to age, disability,
mental health issues, financial challenges, or other factors.
Customers: All individuals who use Zoiko Telecom Ltd services in the UK.
Identification of Vulnerable Customers
We are committed to recognising and identifying customers in vulnerable situations. Our employees will
undergo training to spot signs of vulnerability, which may include but are not limited to:
Support for Vulnerable Customers
When a customer is identified as being in a vulnerable situation, our employees will:
Additional Support
In situations where it's identified that a customer may require additional support, we recommend contacting
the following relevant UK organisations and services:
Data Protection & Privacy
We will handle personal data in compliance with the General Data Protection Regulation (GDPR) and Data
Protection Act. Special care will be taken to safeguard the privacy and personal information of vulnerable
customers.
Employee Training
All Zoiko Telecom Ltd employees will undergo training in recognising and assisting customers in vulnerable
situations. This training will be regularly updated to ensure our team is well-informed about the latest
regulations and best practices.
Monitoring & Reporting
We will establish mechanisms to monitor and report cases of vulnerable customers and evaluate the
effectiveness of this policy regularly.
Contact Us
For any questions, concerns, or to report a customer in a vulnerable situation, please email us at:
Review & Updates
This policy will be reviewed and updated at least annually to ensure its relevance and compliance with evolving
regulations.
Compliance with UK Regulations
This policy is intended to ensure compliance with UK regulations concerning the treatment of vulnerable
customers.
