At TalkTalk we believe in affordable, fair connectivity for everyone.  We recognise that individuals with accessibility requirements or people who, as a result of circumstances, may be vulnerable, may have particular service needs.  This policy sets out the services and working practices that we offer to help meet these needs. 

This policy applies to;

(a)   Customers;

(b)   Prospective customers;

(c)   Former customers and;

(d)   Nominated users or individuals acting under a Power of Attorney

For the purpose of this policy Vulnerable Customers are Customers who, as a result of their personal circumstances may be particularly susceptible to harm or detriment. This includes circumstances which impact their ability to make an informed decision, access services or take appropriate action. 

We won’t judge a person’s capacity simply on the basis of age, an aspect of behaviour or circumstance, but we recognise that the following circumstances can make a customer more vulnerable:

-          Age

-          Physical or learning disability

-          Physical or mental illness

-          Low Literacy Levels

-          Communication Difficulties

-          Significant changes in circumstances such as bereavement

This policy also considers specific needs of individuals with additional accessibility requirements.  Whilst not all people with disabilities are vulnerable, we recognise that we may need to make adjustments to enable access to our services.

We commit to ensuring the fair and appropriate treatment of our Vulnerable Customers. 

As vulnerability does not impact everyone in the same way, we believe each vulnerable customer’s needs should be assessed on an individual basis. We use the following principles as a guide to help determine appropriate support measures:

1. We make reasonable adjustments to our processes

2. Customers should be supported in making informed decisions about TalkTalk’s products and services.  We will never assume that a customer’s vulnerability means that they do not have the mental capacity to make a decision and we won’t discriminate against someone because of their vulnerability. We will treat vulnerable customers with respect and be understanding and be empathetic to their situation and provide practical support

3. We may sometimes need to take steps to safeguard customers where their welfare is a concern, or in immediate or imminent danger.

There are many reasons which may cause a customer to be vulnerable and required support will vary based upon an individual’s circumstances. Where we are made aware a customer is vulnerable we will consider reasonable adjustments. Below are some examples of how we may adapt our service.

• We will check understanding and the customer’s requirements

• We will be clear and concise with selling terms

• We will repeat information if needed

• We will consider if the customer needs to nominate someone to speak on their behalf or need us to consider their illness in our decisions

• Whether the customer needs additional time to understand or process information, or preferences for the way we communicate with them

• We may recommend a suitable channel of communication to support the customers preferred communication method

• Dependent upon the customer circumstances, we will also consider sign posting to external support

• Caring for someone can be challenging and Carers may require signposting to additional support

• They might need to set an additional business contact on the customer’s accounts. We will explain our processes where they are needed

• A bereaved customer is likely to require an empathetic approach. They may also need guidance on processes or may require information to be repeated

Other ways we will support include:

• We will allow people to take their time and be patient

• Actively listen, play back your understanding, paraphrase, etc.

• Check understanding

• Avoid jargon and think about the language we use

• Be prepared to repeat information and explanations

• We will support the customer to set up a Nominated User on their behalf and sign post how to do this

TalkTalk has a number of different services to support customers with accessibility requirements which may also be helpful for some vulnerable customers. These services include:

We can provide bills, contracts and letters in formats such as large print, Braille, coloured paper options and audio CD on request.  Please contact us to request an alternative format. If you require presale contract information and contract summary documents in alternative formats, please ask a colleague.

Dial 18001 followed by the number you’d like to call (including the area code or international calling code). The call will be connected and you’ll both also be connected to a relay assistant, who can provide text-to-voice and voice-to-text translation for you.

To make an emergency call, dial 18000 and you will get priority. If there are no relay assistants available, another call will be interrupted to allow the assistant to help you.

Dial 18002 followed by the number you'd like to call. You'll be connected to the person you're calling and to a relay assistant who can help with translation.

Text Relay is an automated service, so there’s nothing special you need to do when picking up. If you're answering using a textphone, you'll see a message on your display telling you that you’re being connected to a text relay assistant (if the caller is using a telephone) or that you’re connected ‘Text to Text’ (if the caller is using a textphone). If you're answering on a telephone, you will first hear a recorded message saying "please hold for an operator-assisted call from a textphone user". A text relay assistant will then be connected to the call. They will be happy to explain anything you're unsure about, so don't hesitate to ask.

Yes, some features available on telephones can also be used on the Text Relay service.

They include:

• Text call return: to find the last number to call you, dial 180011471 on your textphone. The last number to call will be shown in your display. If you’d like to return the call, dial 3.

• Number withhold: to withhold your number dial 141 before your 1800 code. This will work for both textphone and telephone users.

Text Relay calls can be made from any textphone or telephone, including mobiles, so you don’t need any special equipment. If you need a textphone or would like to find out how to turn your computer into a textphone, you can find out how by visiting Next Generation Text Service's website.