BS 18477:2010 Inclusive Service Provision. Requirements For Identifying And Responding To Consumer Vulnerability
The Equality Act legally protects people from discrimination in the workplace and in wider society. It replaces previous anti-discrimination legislation with a single act, making equal opportunities easier to understand.
All consumers are different, with a wide range of needs, abilities and personal circumstances. These differences can place some in a position of vulnerability or risk such as limited access, financial loss, exploitation or other detriment.
BS 18477 specifies the critical procedures to ensure inclusive services are available and accessible to all consumers equally, regardless of their personal circumstances.
The standard can be used to:
Encourage the adoption of fair, ethical and inclusive practices
Avoid discrimination and complaint mishandling
Increase consumer confidence and customer service
Assist organisations to understand what consumers have a right to expect from them
Improve accessibility to services for all
Demonstrate best practice for organizations in the identification and treatment of vulnerable consumers in relation to the UCPD  and other relevant legislation
While any consumer can experience inconvenience as a result of a mistake or bad practice, vulnerable customers are often at greater risk and find it more difficult to exercise their rights.
Consumer vulnerability is a complex, dynamic state that can affect anyone at any time for many different reasons. It is crucial, therefore, that effective guidelines are put in place to ensure the needs of vulnerable consumers are considered and accommodated in all aspects of your business.
BS 18477 seeks to embed a more sophisticated understanding of the nature of vulnerability, which can be reflected in your expectations of suppliers and distributors as a matter of best practice. This approach recognizes the dynamic and multi-dimensional nature of vulnerability, which may vary over time and in different settings as a result of their changing circumstances.
|Format||Paperback||Published||30 Nov 2010|
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