Vulnerable Customers Clause Samples
The 'Vulnerable Customers' clause defines the obligations of a business or service provider to identify and provide appropriate support to customers who may be at a disadvantage due to personal circumstances, such as age, disability, or financial hardship. In practice, this clause may require staff training to recognize signs of vulnerability, the implementation of tailored communication methods, or the provision of additional assistance to ensure these customers can access and understand services. Its core function is to ensure fair treatment and prevent exploitation or harm to individuals who may not be able to fully protect their own interests in commercial transactions.
Vulnerable Customers. A vulnerable customer is defined by the Consumer Protection Code as a natural person who; • has the capacity to make his or her own decisions but who, because of individual circumstances, may require assistance to do so (for example, hearing impaired or visually impaired persons); and/or • has limited capacity to make his or her own decisions and who requires assistance to do so (for example, persons with intellectual disabilities or mental health difficulties). It is Mount Street Groups practice policy to ensure that in the event of providing advice to a “vulnerable customer” that we acquire a certified copy of a Power of Attorney where one exists as well as the presence of at least one third party, ideally with financial fluency such as an Accountant or other family person with financial experience to be present at advisory meetings. We further require that contact with a “vulnerable customer” is copied to these third parties as a matter of practice.
Vulnerable Customers. We will comply with the code and other appropriate regulations in respect to vulnerable and medically dependent customers. You are a vulnerable customer if you are a domestic customer and if for reasons of age, health or disability, the disconnection of energy to you presents a clear threat to your health or wellbeing, and/or it is genuinely difficult for you to pay your energy accounts because of severe financial insecurity, whether temporary or permanent. You can inform us at any time if you are or become a vulnerable customer. You are a medically dependent customer if you are a domestic customer and you depend on mains energy for critical medical support, such that loss of energy may result in loss of life or serious harm. Examples of this would be where an oxygen or dialysis machine is used within the home. We require written confirmation from a doctor or District Health Board (or equivalent) that this equipment is housed within your premises to confirm your critical medical status. You can inform us at any time if you are or become a medically dependent customer. If for any reason we form the honest belief that you are a vulnerable or medically dependent customer you authorise us to consult with appropriate government authorities or agencies, private health providers or any other social agency or service provider as necessary. If, after we have informed you of the opportunity to notify us that you are a vulnerable or medically dependent customer, you have not told us, or it does not appear to us, that you are a vulnerable or medically dependent customer, we will assume that you are not a vulnerable or medically dependent customer. If a meter, and/or load control equipment that we can use, is not already installed on your premises, we will procure and be responsible for installing and maintaining this equipment. This equipment will be used to record the use of energy at your premises and, where an interruptible plan has been chosen, control the supply of energy (for example; controlled supply of water heating). We may also choose to replace any existing meter and/or load control equipment on your premises with our own meter and/or load control equipment. If we do not own the removed equipment, you will be responsible for ensuring that it is returned to its rightful owner. In certain circumstances we may charge you for the installation of a meter and/or load control equipment. If any charges apply, we will advise you what they will be and gain your cons...
Vulnerable Customers.
4.1 We will provide extra help to vulnerable customers. If you, or any permanent resident of your home is a vulnerable customer, please let us know and we will add you to our Priority Services Register to get access to a range of support services and help.
4.2 If circumstances change and there is no longer someone who is a vulnerable customer at your home please notify us of this change.
4.3 There is more information about the help available in your welcome pack. You can also find out more by contacting us by email, by telephone on ▇▇▇▇ ▇▇▇ ▇▇▇▇, through the customer portal or on our website at ▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇.▇▇.
4.4 If you are in need of any additional support in relation to this contract, please contact us to discuss how we can provide you with additional support.. Our welcome pack also sets out more detail on the support available.
Vulnerable Customers. We keep a priority service register of customers who are pensioners, disabled or chronically ill. If You think You may be entitled to be on this register and qualify for any of the services described below please contact Us so that We can explain the benefits available.
Vulnerable Customers. The Contractor shall develop a comprehensive list of Vulnerable Customers, updated on a six monthly basis. The Contractor shall use all reasonable endeavours to identify Vulnerable Customers on a rolling basis, by contacting Landlords and Registered Providers as agent for ESCo. In the event that the Landlords and Registered Providers are unable to provide comprehensive lists of Vulnerable Customers for such purpose, ESCo shall use all reasonable endeavours to assist the Contractor. The Contractor shall not disconnect Heat supplies to any Vulnerable Customer in accordance with the provisions of the Residential Heat Supply Agreement during a Winter Period. The Contractor shall provide temporary space heating equipment to Vulnerable Customers if the Heat supply is discontinued because of a planned or unplanned interruption within 8 hours if Vulnerable Customers are affected. The Contractor shall provide additional support to Vulnerable Customers, including the provision of: Customer Invoices in braille or large font; password protection for use when Contractor’s Personnel visit the Vulnerable Customer's Unit; redirection of Customer Invoices to nominated individuals, such as carers or relatives; and temporary heating in the event of a loss of heat to the Customer’s Unit. TEMPORARY VARIATION TO NORMAL SERVICES The Contractor shall perform the Services within the times detailed in the Agreement save as is hereinafter provided: where the Contractor is performing Works which may disrupt the orderly running of the Energy System or any Managed Equipment in a Customer Unit, the Contractor shall inform both ESCo and the Customer before commencing such work and take reasonable steps to minimise the impact of any loss of Heat to the Customer during the Works. Where possible such Works shall be undertaken outside of the Winter Period. If requested by ESCo, the Contractor shall accommodate minor or temporary variations to its normal method of performing the Services, to avoid unnecessary disruption. Any major variation shall be treated as a Change in accordance with the Change Control Procedure; where the Contractor's operating arrangements require any interface with ESCo's Personnel, the Contractor shall co-operate fully with such ESCo’s Personnel so that ESCo's services are maintained. Such arrangements or re-arrangements which are undertaken by the Contractor shall be at no cost to ESCo.
Vulnerable Customers. We are committed to helping vulnerable customers and supporting those who need a little extra help. You can read our Vulnerable Customers Policy here [link], or you can ask on of our team they will be happy to share this with you.
Vulnerable Customers a. We aim to provide the best possible service in a way which is easily accessible to all customers. Below are some of the ways We offer support to Vulnerable Customers:
i. We keep a Vulnerable Customer Register – the following situations may give rise to vulnerability, for example: Age Health Disability Low income Severe financial insecurity
b. If You have reason to believe that Your circumstances have changed and give rise to vulnerability, We will record changes in Your status and confirm if You are a Vulnerable Customer and, if You are, We will work with You through the following steps, as appropriate: allow You to nominate a third party to manage you billing/payment and all contact with Us; offer You the option to select a password which all Our agents must use to gain access to Your home for any appointments in order to provide an extra security; work, where necessary, with advice agencies, support agencies and charities to offer You the most suitable solutions to help with any energy debt;
c. Additional support - the following organizations can support you with: Heating ▇▇▇▇ payment As a heat supplier, We ensure that customers are billed in a clear and transparent way. We publish useful information for customers on Our website at ▇▇▇.▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇.▇▇ explaining how Your ▇▇▇▇ is calculated, what period Your ▇▇▇▇ covers and how much of Your ▇▇▇▇ is made up of standing charges. Heat energy consumption The following organisations can also offer You advice on how to save energy: o Energy Saving Advice Service – this service is provided free of charge. Helpline: 0300 123 1234 Lines open: Monday – Friday, 8am – 8pm Email address: ▇▇▇▇▇▇-▇▇▇▇▇▇@▇▇▇.▇▇▇.▇▇ Website address: ▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇/▇▇▇▇▇▇▇▇/▇▇▇▇▇▇- saving-quick-wins o The Citizens Advice Bureau Citizens Advice consumer helpline: 0345 04 05 06 Textphone: 18001 03454 05 06 Lines open: Monday to Friday, 9am to 5pm Website address: ▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇/▇▇▇▇▇▇▇▇/▇▇▇-▇▇▇▇- help/if-you-need-more-help-about-a-consumer-issue/ For Energy Efficiency advice, please visit Our metering and billing website at: ▇▇▇.▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇.▇▇ Debt management Our Customer Services department can assist You with the advice on how to manage Your debt and agree with You a payment plan suitable for Your needs. Please either visit Us online or phone Us on ▇▇▇▇▇ ▇▇▇▇▇▇ . In addition, there are various independent advice agencies, such as: o Citizens Advice; o National Debtline; o Ste...
Vulnerable Customers. 3.1 We keep a priority service register of customers who are pensioners, disabled or chronically ill. If you think you may be entitled to be on this register and qualify for any of the services described below please contact us so that we can explain the benefits available.
3.2 We provide special services for customers on the register, such as password schemes for meter readings and large-print or audio bills.
3.3 We know that some customers may take comfort from a family member or friend checking their bills and letters. If you ask, we can send your bills and any correspondence to a family member or friend you have chosen so that they can assist you. Residential heat supply agreement Schedule 1 4 Complaints [Customer Billing Only]
4.1 You should address any matters associated with this Agreement to the Council at Glasgow City Council AR Team Manager, Finance Service Centre, Customer and Business Services, ▇▇▇ ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇▇ ▇▇ ▇▇▇.
4.2 We have a formal complaints process in place to support you.
4.3 If you have a complaint, we will first try to fully understand the nature of your concern and sort out the issue you raise. We will do this by reviewing the circumstances of each complaint.
4.4 We aim to contact you within 48 hours of receiving your letter to sort out the problem. We aim to sort out all issues within five (5) working days of our AR Team Manager, Finance Service Centre, Customer and Business Services receiving your complaint.
Vulnerable Customers. If you or someone from living in your household use life support equipment at your property, please contact us at the earliest convenience to register you into our priority service register. If you are registered on our priority services register your details will be forwarded to the network operators ESB Networks Ireland. ESB Networks will include your details in the Industry Register. This enables the ESB Networks to identify those customers who are particularly vulnerable to a supply interruption. We will add you into our priority service register, if you are using the following life support equipment: • Oxygen Concentrator • Personal Suction Pump • Peg Tube Feeding Pump • Electric Hoist • Total Parental Nutrition Machine • Ventilator • Nebuliser • Electronic Pressure Relieving Mattress • Household Lift At Glowpower we also maintain an up to date special services register for all customers who are 66 years and above, or would be adversely affected physically, sensory or mentally by a disconnection during winter months. If you believe you fall under this category then please ensure you are captured in our special service register. This way we can keep a separate record of such customers to ensure that your circumstances are taken into consideration when performing connection and disconnection services or undertaking a credit review of your account. Customers who are on this register may also be eligible for additional services such as – • • Braille format communications • Talking communications (via telephone we can call you with your bill details) • Large print communications • Online Communications through email or via our online app To apply for a Special Services or Priority services register, please contact our call centre on 01-960- 9690 Mon – Fri (excluding Bank holidays and Christmas Eve) – 9.30am – 5pm and we will send you a registration form to fill in. Alternatively, you can download a form from our website at ▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇. We may request you to provide a letter from a registered medical practitioner as a support of your condition:
Vulnerable Customers. We are obliged to ensure that vulnerable customers can have a friend or family member present when we give advice. This is to ensure you have impartial guidance to help you make the right decisions. The scope of “vulnerability” can be quite wide. It can include elderly clients or customers who are dealing with a recent bereavement. A customer could be considered vulnerable if they are going through a divorce or facing other stressful situations. Some customers can be insistent that they don’t wish for a 3rd party to be present, and we aim to act for you in whichever manner is within your best interests. In these circumstances we may ask for confirmation in writing (or by email) that you understand the need for us to consider these points, and we may ask you to clarify why you don’t feel the need for a 3rd party to be present.