At Telemerge, we are dedicated to recognizing and addressing the needs of customers who may be at risk due to various circumstances, including age, disability, financial instability, or other factors. This policy delineates our strategy for ensuring that vulnerable customers are treated fairly and can utilize our services without facing any disadvantages.

1. Understanding & Defining Vulnerability:

A vulnerable customer is characterized as an individual who, because of their unique personal circumstances, is particularly at risk of experiencing harm or disadvantage. This may include:

– Age-related factors such as mental incapacity in the elderly

– Physical or learning disabilities

– Severe or long-term illness

– Mental health problems

– Low income or financial insecurity

– Bereavement

– Times of crisis or emergency

2. Identifying a vulnerable customer:

All employees who interact with customers will undergo training aimed at equipping them with the skills to identify potential vulnerabilities based on behaviors, contextual elements, or recommendations from external sources.

– Asking several times for information to be explained

– Appearing rushed, stressed or disoriented

– Calling on behalf of a friend/family member

– Disclosing health issues, age concerns, financial struggles etc.

If we identify a customer as potentially vulnerable, we’ll add their details to our monitoring system for follow up.

3. Addressing the requirements of at-risk clients:

For those classified as vulnerable, we will adopt further measures, including:

– Offering alternative formats for information and contracts

– Using clear and simple language in all communications

– Allowing third parties to deal with their account with their permission

– Offering extended timeframes or payment plans for bills

– Permitting termination of contracts without penalty in certain cases

– Prioritizing repairs or connection issues where vulnerability is a factor

We will take all necessary measures to ensure that reasonable adjustments are implemented to avoid any disadvantages related to pricing, the quality of service provided, or the exercise of consumer rights.

4. Staff Training:

All staff members are provided with comprehensive training on this policy and our responsibilities under consumer protection regulations. This training will include the identification of vulnerability factors, the importance of sensitive communication, and the need for reasonable adjustments. Additionally, refresher training will be available each year.

5. Vulnerable Customer Monitoring and Reporting:

We are committed to thoroughly monitoring our relationships with vulnerable customers, documenting any issues that arise, and taking necessary actions to provide appropriate remedies. Senior management will evaluate an annual report on our vulnerability practices to ensure that we continue to meet our objectives and adhere to regulatory obligations.

6. Policy Review:

This policy will be assessed on an annual basis and modified as required to accommodate changes in regulations, cases of non-conformance, or improvement suggestions. By implementing this policy, Telemerge aims to provide all customers with safe access to our products & services, no matter their circumstances.

7. Contact Us:

For further inquiries, please feel free to contact us via the following:

Customer Service Number as mentioned on www.telemerge.co.uk

Customer Service Email: support@telemerge.co.uk

Postal Address: 79, Gurney Close, Barking, IG11 8JY