italk Vulnerability Policy

Supporting Customers in Vulnerable Circumstances

At italk, we are committed to treating all our customers fairly and with respect, especially those who may be in vulnerable circumstances. We recognise that vulnerability can be temporary or permanent and can affect anyone at any time. This policy explains how we identify and support vulnerable customers, including those with disabilities, and how we ensure equal access to our communications services.

1. What Is Vulnerability?

We understand vulnerability as any personal circumstance that may impact a customer's ability to:

• Make informed decisions
• Manage their communications services
• Access or understand information
• Communicate effectively with us

This could include (but is not limited to):

• Physical or mental health conditions
• Age-related conditions
• Cognitive or learning disabilities
• Low literacy or numeracy
• Bereavement or trauma
• Financial difficulties
• Language barriers

2. Identifying Vulnerable Customers

Our staff are trained to:

• Recognise signs of vulnerability
• Listen sensitively to customer needs
• Ask relevant questions (with empathy and respect)
• Record vulnerability information with the customer's consent

We rely on customers, carers, or support workers to inform us of any circumstances we should be aware of. We treat all information confidentially and in line with data protection regulations.

3. Services and Support We Offer

To help vulnerable and disabled customers manage their communications services, we offer:

• Third-party account management: Customers can nominate a trusted person to help manage their account
• Accessible formats: Bills and information available in large print or audio on request, free of charge
• Priority fault repair: Faster resolution for customers who rely on their phone/broadband for health or safety reasons
• Payment support: Flexible payment options and signposting to debt advice services
• Faster resolution: for customers who rely on their phone/broadband for health or safety reasons. Our organisation is committed to ensuring the rapid resolution of faults that impact critical services. Any reported fault classified as a priority will receive immediate attention and accelerated response times in accordance with agreed service levels. The goal is to minimise downtime, maintain operational continuity, and uphold service reliability for all customers. All priority faults must be reported through the designated channels, and our technical teams will prioritise investigation, diagnosis, and repair to restore full functionality as quickly as possible. Regular updates will be provided to stakeholders until resolution is achieved.
• Third party bill management: italk is committed to supporting customers who need help managing their bills. Customers may authorise a third party (e.g., family member, carer, or support organisation) to: Receive bills on their behalf, Pay bills on their behalf, or Monitor usage to help manage costs. This must be done safely, transparently, and with the customer's explicit consent.

If you experience a fault or issue, you can report it by contacting customercare@italktelecom.co.uk, or call the customer care team on 0333 210 4290 or use our live chat feature https://www.italktelecom.co.uk/contact. Our team is available to log your report, provide guidance, and ensure the issue is prioritised for resolution. Please provide a clear description of the fault, including any relevant details such as time of occurrence, affected services, and impact, so we can address it promptly and effectively.

4. Access to Directory Information

We are committed to ensuring that all customers, including those with visual impairments or other disabilities, can access directory information and directory enquiry services in a way that meets their needs. Where an end-user is unable to use a printed directory easily due to a disability, we will provide free access to directory information and enquiry facilities in an accessible format. This may include, but is not limited to, voice-assisted services, large print, or electronic formats compatible with assistive technologies. Additionally, our directory enquiry facilities will offer the option to connect customers directly to the requested telephone number at their request, at no charge for this connection.

5. Access to Relay Services

We ensure that any customer with disabilities who requires text communication support for making or receiving calls can access an Ofcom-approved Relay Service. This service enables individuals to communicate effectively in real-time through text and voice, ensuring equivalent access to voice communications services for those who are deaf, speech-impaired, or hard of hearing. We maintain up-to-date information on how to access the approved Relay Service and provide assistance to customers where needed to set up or use this service.

6. Emergency Video Relay Service (BSL Access)

We provide or contract to provide an Ofcom-approved Emergency Video Relay Service (EVRS) to ensure that customers who communicate using British Sign Language (BSL) can contact emergency services when required. This service allows BSL users to connect via video with a qualified interpreter who can relay communication with emergency operators in real time. Access to the Emergency Video Relay Service is free of charge and available through compatible internet access or number-based interpersonal communication services. We are committed to promoting awareness of this service and providing support to customers who wish to use it.

The service is available 24 hours a day, 7 days a week, and can be accessed in two ways:

• By visiting www.999bsl.co.uk through any internet-connected device with a camera, or
• By downloading and using the 999 BSL app, available on iOS and Android devices.

Access to this service is free of charge and does not use up data or call allowances.

7. Staff Training

All customer-facing staff receive training on:

• Recognising and responding to vulnerability
• Communicating clearly and respectfully
• Applying our vulnerability policy in practice
• Referring complex cases to specialist support teams where needed

Training is refreshed regularly to ensure continued awareness and understanding.

8. Reviewing and Improving Our Services

We regularly review this policy and our practices to ensure they:

• Meet our regulatory obligations under Ofcom's General Condition C5
• Reflect guidance in Ofcom's Vulnerability Guide
• Continue to meet the needs of our customers

9. Monitoring and Evaluation

We monitor and evaluate the effectiveness of this policy by:

• Reviewing customer feedback and complaints from vulnerable customers
• Tracking response times for priority support requests
• Measuring customer satisfaction in interactions involving vulnerable customers
• Reviewing the number of customers registered as vulnerable and the support provided

Findings are reported to senior management and used to continuously improve our services.

10. Data Protection and Privacy

We may record information about a customer's vulnerable circumstances where it helps us to provide appropriate support.

• Lawful basis: We process this information with the customer's explicit consent or, where appropriate, under our legitimate interests in providing fair and safe services.
• Special category data: Information relating to health or disability is treated as sensitive personal data under the UK GDPR.
• Data minimisation: We only record what is necessary to deliver support.
• Retention: Information is held for as long as the customer requires support or until consent is withdrawn.
• Access and rights: Customers can request a copy of the information we hold, ask us to correct it, or withdraw consent at any time by contacting customercare@italktelecom.co.uk.
• Security: Access to this information is restricted to trained staff only.

11. Accessibility of this Policy

This Vulnerability Policy is published on our website at https://www.italktelecom.co.uk/ and can be provided free of charge in alternative formats such as large print or audio.

12. Regulatory Compliance

We are committed to meeting our obligations under:

• Ofcom General Condition C5 (supporting and treating vulnerable customers fairly)
• ICO guidance and the UK GDPR (safeguarding personal data and empowering individuals)

We will provide information to Ofcom or the ICO on request about how we comply with these requirements.

Contact Us

If you are experiencing circumstances that affect your ability to manage your account or service, please let us know.

• Call: 0333 210 4290
• Email: customercare@italktelecom.co.uk
• Live chat: https://www.italktelecom.co.uk/

We are here to help.