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created at
2025-10-09 19:27:10
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https://www.yourmoney.com/household-bills/regulator-sets-out-how-communication-firms-should-treat-vulnerable-users/
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Regulator sets out how communication firms should treat vulnerable users
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The guidance for phone, broadband and pay-TV companies covers how they should treat customers in debt, those suffering physical or mental health problems, the bereaved or victims of crime. While firms already have policies and procedures in place to make sure vulnerable customers are treated fairly, the new guidance sets out practical measures they can undertake, particularly as the coronavirus pandemic has increased the potential for circumstances to change suddenly. Ofcom said companies should identify people who need extra support by asking at the earliest opportunity whether they have accessibility or customer service needs. Staff should accurately record and update customers’ needs and this should be shared with frontline staff on controlled internal systems to avoid them having to repeat themselves if passed to other depar...
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Paloma Kubiak
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