A consumer vulnerability policy template setting out nine service principles and the management system arrangements that support them.
This policy template is supplied in fully editable MS Word format and can be easily customised and edited. The document uses pre-defined style formatting throughout, with all text in Calibri font for improved readability.
The following document labelling is included in the footer:
- Policy number and title
- Information-classification
- Version
- Page number / total pages
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Further guidance on consumer vulnerability:
Download this policy template with your company name and logo already added!
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Consumer Vulnerability Policy Template
A consumer vulnerability policy template setting out how the organisation designs and delivers an inclusive service to achieve positive outcomes for vulnerable consumers, applying to all employees and anyone working on its behalf.
The policy has Approved By and Date Approved fields and carries a Public information classification, so it can be shared with workers, clients and other interested parties.
What the Consumer Vulnerability Policy Covers
- Principles - accountability, empathy, empowerment, fairness, flexibility, inclusivity, innovation, privacy and transparency
- ISO 22458 - a management system to meet the requirements of ISO 22458:2022
- Risk factors - identifying key risk factors for consumer vulnerability
- Inclusive service - designed and delivered to identify and meet individual needs
- Representatives and support team - appointed vulnerable consumer representatives and a support team
- Personal data - protecting the personal data of vulnerable consumers
- Third-party representatives - procedures for dealing with them
- Continuity - arrangements for interruption to essential services
- Customer care and sales - procedures when dealing with vulnerable consumers
- Training and monitoring - ongoing frontline training and guidance, and monitoring of service provision
Written to Be Shared
Like every alphaZ policy, this is written as a public policy statement that can be shared openly with workers, customers, suppliers and assessors. The internal detail of how it is carried out belongs in your procedures.
Using the Policy
Add your company name and logo, check each commitment matches what your organisation does and edit any that do not, then approve and date the policy and share it with workers and anyone else who needs to see it.
Who Needs a Consumer Vulnerability Policy?
Organisations that provide services to consumers, and those working to ISO 22458.
Included in the ISO 22458 Toolkit
This policy is part of the ISO 22458 Toolkit and is also included in the ISO 37001 toolkits and every alphaZ ISO toolkit that combines them.
Works with the Consumer Vulnerability Procedure
The PP-1-17 Consumer Vulnerability Policy Procedure sets out the procedure, risks can be assessed with the RA-CV1 Consumer Vulnerability Risk Assessment and recorded on the ER24 Consumer Vulnerability Register, and the CC-CV1 Code of Conduct - Vulnerable Consumers sets out staff conduct.
Document Control
The footer carries the policy number and title, information classification, version and page numbers, and the approval fields record who approved the policy and when, so it can be controlled with the rest of your management system documents and listed on a document register such as the F-IMS20 Document Register.
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