Making it easy for our customers
We record any additional support need or vulnerable situation disclosure so that we can identify and provide additional support that your employees may require. We can mark our member records so that our associates can assist, for example, with documents in braille or larger font, or if they find it easier if we spoke more slowly when they call our contact centre.
This approach enables us to anticipate your employees’ needs and we can act proactively and offer a more inclusive service. It also stops employees needing to repeat their circumstances every time that they contact us. However, we will only record any specific health diagnosis if your employees give their explicit consent.
Watch our video to learn more about how we support vulnerable customer needs.