“This guidance gives telecoms providers a clear framework for ensuring vulnerable customers are treated fairly and get the support they need.
We are particularly pleased to see Ofcom encouraging companies to use complaints data as a way of informing their approach to vulnerability.
Many of the themes included in the regulator’s new guidance have been discussed in the vulnerability workshops that we have been holding for telecoms providers over the past couple of years.
We know from these sessions that there is a commitment amongst providers to do the right thing by vulnerable customers. Today’s announcement will help to ensure a consistent approach across the sector to the challenging issue of vulnerability.”