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This document sets out 1pMobile's policy for meeting the needs of vulnerable customers, and customers with disabilities who take mobile telephone services from us.
At 1pMobile, we recognise that all customers are different, with a wide range of needs, abilities and personal circumstances. Our focus is to ensure we provide a fair, flexible, and inclusive service which is appropriate to the needs of the customer, irrespective of their particular situation; making it easier for all customers to obtain information, access a service, or seek an effective resolution if something goes wrong. We understand that vulnerability may be caused by a range of unique factors and that vulnerability is a situation or characteristic and not a trait.
Our approach is to identify and record factors that may lead to a customer being in a vulnerable situation and offer a tailored service based on individual requirements. 1pMobile uses the following definition: “a customer may be in a vulnerable situation due to circumstances of age, physical or learning disability, physical or mental illness, low literacy, communication difficulties or changes in circumstances such as bereavement”.
Our approach is supported by these principles:
Customers can let us know about any personal circumstances or characteristics that may lead them to be in a vulnerable situation:
Each customer service adviser has been trained to identify the circumstances or characteristics that may lead to a vulnerable situation; the following list provides factors that may be used to identify and record vulnerability:
Each customer service adviser has been trained to recognise that customers may find it difficult to disclose intimate details of personal circumstances or characteristics and to handle such situations with sensitivity, respect, and tact.
If you have difficulty with your hearing or speech you can use Relay services (Text Relay and Next Generation Text Relay).
When you are on a call, if you have difficulty hearing, the Relay Assistant types what the other person is saying and if you have difficulty speaking, the Relay Assistant will speak the words you type.
If you have a textphone dial 18001 followed by the full telephone number to make a call. Someone calling you should dial 18002 followed by your telephone number. You can also use the service with your mobile, tablet or PC by downloading the Relay UK app. For more information click here.
Visually impaired customers can request bills and other written communications in Braille, large print or in audio format.
We can arrange for your bills to be sent to someone you choose to nominate if they agree to receive them on your behalf. They will also be able to help you manage the account.
Free 195 directory enquiries
If you are unable to hold or read a printed directory because of sight loss or other disability, you can access free directory enquiries by dialling 195. The Operator can also connect you and you'll be charged as if you'd dialled the number yourself. Before you can use this service, you need to fill in an application form and have it countersigned by a doctor, nurse or other medical practitioner who knows you. Call free on 0800 587 0195 to get an application form.
Hearing and speech impaired customers can get in contact with the emergency services by sending a text message (SMS) on a mobile phone to 999 or 112. The message will be passed to the police, ambulance service, fire rescue, or coastguard who will be able to reply. To register text ‘register' to 999, and follow the instructions you are sent.
999 BSL is a service that connects you to British Sign Language Interpreters remotely through an app or a web-based platform, who then will relay the conversation with the call handler and emergency authorities. The 999 BSL service is for emergency situations ONLY, for example if someone is seriously injured; lives at risk; being in danger or harm; a serious offence is in progress or just has been committed. For less urgent situations, please use Police 101 (wherever possible) and NHS111 through SignVideo - not 999 BSL, unless there is an emergency.
There are two ways to reach the emergency authorities through 999 BSL service and they are:
For more information click here.
Our complaints handling procedure is readily accessible to all customers, and can be provided in a number of alternative formats, such as large print or braille, to ensure that customers with disabilities are able to lodge and progress a complaint with ease.
This policy is regularly reviewed to ensure it meets the needs of vulnerable customers. We also regularly assess the performance of our advisors and customer complaints to ensure that we continue to effectively support customers that need extra help.