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1. Introduction

At Zoiko Mobile, we are committed to ensuring that individuals in vulnerable situations are treated with the utmost care, respect, and consideration. This policy outlines our approach to identifying and supporting customers who may be in vulnerable situations, in compliance with United Kingdom (UK) regulations.

2. Definitions

Vulnerable Situations: Refers to any circumstances where a customer may be at risk of suffering harm, exploitation, or experiencing difficulties in managing their communication services due to age, disability, mental health issues, financial challenges, or other factors.

Customers: All individuals who use Zoiko Mobile services in the UK.

3. Identification of Vulnerable Customers

We are committed to recognising and identifying customers in vulnerable situations. Our employees will undergo training to spot signs of vulnerability, which may include but are not limited to.
1. Age Disabilities
2. Mental health issues
3. Financial distress
4.Personal crisis
5.Communication and Assistance

4. When a customer is identified as being in a vulnerable situation.
Our employees will

Treat the customer with empathy, patience, and respect.

Ensure that the customer's communication preferences are taken into account.

Offer assistance and alternative communication methods if necessary.

5. In situations where it's identified that a customer may require additional support.

Places to Contact for Assistance

We understand that customers in vulnerable situations may need additional support. For assistance, customers can contact the following relevant UK organizations and services

Age UK (https://www.ageuk.org.uk): Providing support for older individuals.
Samaritans (https://www.samaritans.org): Offering emotional support to anyone in distress.
Mind (https://www.mind.org.uk): Supporting people with mental health issues.
(https://www.citizensadvice.org.uk): Offering free advice on various issues, including financial difficulties.
NHS England (https://www.nhs.uk): The National Health Service for healthcare support.
UK Government (https://www.gov.uk): Access to government services and information.

6. Data Protection & Privacy

We will handle personal data in compliance with the General Data Protection Regulation (GDPR) and Data Protection Act. Special care will be taken to safeguard the privacy and personal information of vulnerable customers.

7. Employee Training

All Zoiko Mobile employees will undergo training in recognising and assisting customers in vulnerable situations. This training will be regularly updated to ensure our team is well-informed about the latest regulations and best practices.

8. Monitoring & Reporting

We will establish mechanisms to monitor and report cases of vulnerable customers and evaluate the effectiveness of this policy regularly.

9. Contact Us

For any questions, concerns, or to report a customer in a vulnerable situation, please email us.
[email protected]

10. Review & Updates

This policy will be reviewed and updated at least annually to ensure its relevance and compliance with evolving regulations.

11. Compliance with UK Regulations

This policy is intended to ensure compliance with UK regulations concerning the treatment of customers in vulnerable situations.

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