Accessibility & Vulnerable Customers Policy

This document was last updated on 6th March 2020.

Contents

Introduction

At DWB Media, we believe in affordable, fair connectivity for everyone. We recognise that individuals with accessibility requirements or people who, as a result of circumstances, maybe vulnerable, may have particular service needs. This policy sets out the services and
working practices that we offer to help meet these needs.

1.0 Who does this policy apply to?

This policy applies to;
(a) Customers;
(b) Prospective customers;
(c) Former customers and;
(d) Nominated users or individuals acting under a Power of Attorney

1.1 Definitions

For the purpose of this policy, Vulnerable Customers are Customers who, as a result of their
personal circumstances may be particularly susceptible to harm or detriment. This includes
circumstances that impact their ability to make an informed decision, access services or
take appropriate action.

We won’t judge a person’s capacity simply on the basis of age, an aspect of behaviour or
circumstance, but we recognise that the following circumstances can make a customer more
vulnerable:
• Age
• Physical or learning disability
• Physical or mental illness
• Low Literacy Levels
• Communication Difficulties
• Significant changes in circumstances such as bereavement

This policy also considers the specific needs of individuals with additional accessibility requirements. Whilst not all people with disabilities are vulnerable, we recognise that we may need to make adjustments to enable access to our services.