Vulnerability Policy
Ensuring care and respect for all our customers
QUICK NAVIGATION
Introduction
At Zoiko Mobile, 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 Mobile 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
Elderly customers or those with age-related challenges
Communication and Assistance
Customers requiring additional communication support
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.
In situations where it's identified that a customer may require additional support.
Places to Contact for Assistance
We understand that customers in vulnerable situations may need additional support. For assistance, customers can contact the following relevant UK organizations and services:
Citizens Advice
Offering free advice on various issues, including financial difficulties.
UK Government
Access to government services and information.
www.gov.uk
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 Mobile 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.
Review & Updates
This policy will be reviewed and updated at least annually to ensure its relevance and compliance with evolving regulations.
