Vulnerability
Introduction
At Zoiko Telecom Ltd, we are committed to ensuring that individuals in vulnerable situations are treated with the utmost care, respect, and consideration. 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:
- Age
- Disabilities
- Mental health issues
- Financial distress
- Personal crisis
Support for Vulnerable Customers
When a customer is identified as being in a vulnerable situation, our employees will:
- Treat the customer with empathy, patience, and respect
- Ensure that the customer’s communication preferences are taken into account
- Offer assistance and alternative communication methods if necessary
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:
- Age UK (https://www.ageuk.org.uk): Providing support for older individuals.
- Samaritans (https://www.samaritans.org): Offering emotional support to anyone in distress.
- Mind (https://www.mind.org.uk): Supporting people with mental health issues.
- (https://www.citizensadvice.org.uk): Offering free advice on various issues, including financial difficulties.
- NHS England (https://www.nhs.uk): The National Health Service for healthcare support.
- UK Government (https://www.gov.uk): Access to government services and information.
