Inclusive service provision

British Standards Institute (BSi)

Inclusive service provision
BS 18477:2010 Requirements for identifying and responding to consumer vulnerability

In their words:

“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 organizations 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 Unfair Commercial Practices Directive 2005 and other relevant legislation.”

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