ISO 22458 Toolkit 

This toolkit includes all the documents required to assist with the review and implementation of management systems covering the provision of an inclusive service for vulnerable consumers.

This toolkit can be used to achieve compliance to the ISO 22458:2022 standard which requires organisations to implement the required policies and mechanisms to address the needs of vulnerable consumers.
This toolkit has been designed specifically to address consumer vulnerability within an organisation and meet the requirements of ISO 22458.
All IMS files are editable and can be easily updated and customised with your company details.
This toolkit is downloaded in a single archive folder (.zip) and the files have  been organised into a simple folder structure for ease of use.

Who should use this toolkit?

This toolkit is suitable for any organisation;

• Looking to formally review, document or improve or practice when dealing with vulnerable consumers
• Wanting to develop and implement document policy and procedures for addressing consumer vulnerability
• Needing to meet the requirements of ISO 22458:2022
• Needing certification for ISO 22458
• Wanting to improve awareness of consumer vulnerability internally

Developing an approach for dealing with vulnerable consumers may seem like a daunting prospect but this is where the ISO 22458 Inclusive service standard provides a framework which can be used as the basis for developing an approach that ensures;

• A clear approach for dealing with vulnerable consumers is developed
• Clear commitment to achieving positive outcomes for vulnerable consumers 
• Fair treatment of consumers
• Inclusive service design
• Legal compliance across all services
• Staff are trained to identify vulnerability and achieve positive outcomes 
• Touchpoints, contact channels and web site are suitable and accessible
• Effective processes for collecting feedback and dealing with complaints 

This toolkit includes;

• Vulnerable consumer procedure(internal procedure)
• Code of conduct and policy for vulnerable consumers(public statement)
• Vulnerable consumer risk assessment and risk registers
• Implementation checklist
• Forms for reviewing inclusive design, collecting feedback, reporting, monitoring and completing accessibility reviews
• Training and guidance resources
• Audit checklists for ensuring ISO 22458 compliant

Files included with this Toolkit;