Vulnerable Customer Policy

Definition of vulnerable customers:

  1. Elderly individuals.
  2. Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.
  3. Customers experiencing financial hardship or debt-related difficulties.
  4. Customers with limited English proficiency or communication barriers.
  5. Individuals identified as vulnerable by a recognised authority or social service agency.

Identification and training:

  1. All employees will undergo regular training to recognise signs of vulnerability and understand the appropriate actions to take.
  2. Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening.
  3. Where needed additional training given to handle complex cases and provide necessary support.

Communication and accessibility:

  1. All employees will provide clear and accessible communication channels, including easy-to-understand language and alternative formats (such as large print or braille).
  2. Where needed, all employees will organise translation or interpretation services for customers with limited English proficiency.
  3. Ensure physical facilities are accessible to customers with mobility impairments.

Support and assistance:

  1. All staff will be responsible for handling vulnerable customer inquiries and providing personalised support.
  2. RooDog flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions.
  3. All employees can help with form filling, document submission, or navigating online platforms if required.
  4. RooDog will establish referral partnerships with external organisations or agencies to connect vulnerable customers with additional support services.

Data protection and confidentiality:

  1. Roodog ensures that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentiality.
  2. Roodog obtains explicit consent from customers before sharing their information with external agencies or organisations, unless legally required or in the customer’s best interest.

 Complaints and feedback:

  1. RooDog will provide clear information to vulnerable customers on how to make complaints or provide feedback, including multiple channels (such as phone, email, or in-person).
  2. Where required a designated contact person will be identified to handle complaints related to vulnerable customers promptly and sensitively.
  3. Roodog will regularly review and analyse complaints to identify areas for improvement in the vulnerable customer support process.

Staff training and awareness:

  1. RooDog will conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding.
  2. RooDog will provide ongoing support and resources to employees to ensure they can effectively implement the vulnerable customer policy.
  3. RooDog and all employees will foster a culture of respect, inclusivity, and non-discrimination throughout the organisation.