1
What is a ‘vulnerable customer’ in the context of UK telecoms?
A person whose personal circumstances (e.g., health, financial difficulty, disability, age) may affect their ability to use services or make informed decisions.
How should a Vodafone agent respond if a customer appears confused or overwhelmed?
Speak slowly, use simple language, check understanding, and offer to escalate to the specialist support team.
How can Vodafone support a customer with dyslexia?
By offering documents in a dyslexia-friendly format (cream background, larger fonts), and providing verbal summaries.
How does Vodafone help customers who are visually impaired use their services?
Through screen-reader friendly apps, large-print materials, and telephone-based account support.
Q: What should Vodafone do if a vulnerable customer wants to cancel but feels pressured to stay?
Ensure no pressure is applied, explain terms clearly, and allow the customer to make an informed choice, including providing penalty-free exits in some cases.
List four types of vulnerabilities Vodafone recognises.
Financial vulnerability, cognitive impairment (e.g. dementia), physical disability, and digital exclusion.
What specialist accessibility formats can Vodafone offer for communication?
Large print, Braille, audio, cream paper with sans serif fonts, and plain English summaries.
What should an agent do if a customer says they can’t pay their bill due to hardship?
Offer support options such as payment deferral, lower-cost tariffs, or referral to debt advice organisations.
What can Vodafone do for a customer with dementia who forgets account details?
Allow a trusted person to manage the account via Power of Attorney or consent-based access, and simplify security checks.
What additional support does Vodafone offer to victims of domestic abuse?
Safe number changes, secure device handling, support through charity partnerships, and confidential handling of account requests.
Which UK regulator requires telecoms providers to support vulnerable customers?
Ofcom.
What is the Vodafone Accessibility Team responsible for?
Supporting customers with hearing, visual, physical, or cognitive impairments by adjusting services accordingly.
What financial protections does Vodafone offer to low-income customers?
Social tariffs, spend caps, bill management tools, and exemption from in-contract price rises.
What is the correct process when dealing with a bereaved family member about a Vodafone account?
Agents should respond with sensitivity, verify documents (like a death certificate), and help close or transfer the account without delay.
How does Vodafone train its frontline staff on vulnerability?
Staff receive mandatory training on identifying vulnerability, handling sensitive cases, and knowing when to escalate to specialist teams.
What does the FCA define as the four drivers of customer vulnerability?
Health, life events, resilience (financial), and capability.
What is Vodafone’s “priority fault repair” and who qualifies?
A fast-tracked repair service for customers with critical health conditions who rely on connectivity for medical or safety needs.
Why is empathy important when dealing with vulnerable customers?
Vulnerable customers may feel anxious or stressed; empathy builds trust and ensures compassionate and fair treatment.
What does Vodafone do if a vulnerable customer is being scammed?
Investigate the issue, offer call barring or number change, enable spend limits, and provide fraud prevention guidance.
How does Vodafone ensure that customers with mental health issues receive appropriate support during difficult interactions?
Vodafone trains agents to recognise signs of distress, offers breaks during calls, provides escalation to specialist teams, and uses a compassionate, non-judgmental approach to communication.
How does Vodafone identify a customer as vulnerable?
Through self-disclosure, observed behaviour, documentation (e.g. Power of Attorney), or input from a third-party representative
How are customers with hearing impairments supported at Vodafone?
Through services like Relay UK, SignVideo (BSL support), and live chat.
What is the purpose of Vodafone’s "Everyone.connected" programme?
To provide free or low-cost connectivity to digitally excluded groups, such as jobseekers, refugees, and low-income families.
Can a carer manage a Vodafone account for a vulnerable person?
Yes, if authorised through Power of Attorney, third-party access, or verified consent.
What role does Vodafone play in helping vulnerable customers stay connected during national emergencies or crises (e.g., pandemics)?
Vodafone may offer extended payment support, increased data allowances, priority customer service, and collaborate with government or charities to maintain access for vulnerable groups during emergencies.