ISO 22458:2022 Requirements Checklists
| File Reference : | ISO 22458:2022 Requirements Checklists |
This checklist follows the ISO 22458 consumer vulnerability clauses, from inclusive design to identifying and responding to vulnerability.
Prepared using the F-Q2 Audit Checklist form template.
The files are supplied in fully editable MS Word format and can be easily customised, with all text in Calibri font for improved readability.
The following document labelling is included in the footer:
- Checklist number and title
- Information-classification
- Version
- Page number / total pages
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Further guidance on consumer vulnerability and internal auditing:
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ISO 22458:2022 Internal Audit Checklist Template
Internal audit checklists for ISO 22458:2022, the consumer vulnerability standard: a full clause checklist and a checklist of the documentation the standard calls for. It is set out on the F-Q2 Audit Checklist format, with the scope, criteria, auditor and date recorded at the top and space against each clause to record the evidence viewed, responses and findings.
Note: ISO clause checklists only include the clause numbers and short prompts for each clause (due to copyright reasons) and therefore a full version of the ISO standard is required to be used in conjunction with these checklists.
What the Checklists Cover
- Commitment, principles and strategy - the organisation's commitment, the principles it works to and an outcomes focused strategy
- Inclusive design - designing an inclusive service, touchpoints, understanding consumer vulnerability, contact channels, consumer information, sales and contracts, payments and billing, and complaints and disputes
- Resources to support service delivery - frontline staff, consumer facing online systems including where AI is used, management of consumer vulnerability data, third-party representatives, and interruptions to service
- Identifying consumer vulnerability - staff training, risk factors, signs of vulnerability, encouraging consumers to share information, and recording it
- Responding to consumer vulnerability - resources for staff, and action to improve outcomes for individuals and for others
- Monitoring, evaluation and improvement - capturing outcomes, reviewing findings for problems and trends, and continual improvement
- Documentation - the documents and records the standard calls for
Using the Checklists
The checklists can be used when first setting up an ISO 22458 management system to show that every clause has been met, and then as the record of internal audits. Record the scope and criteria at the top, then work through each clause, noting the evidence viewed and any findings, and follow findings up through corrective action. Audits can be spread across the year, with the full clause checklist covering the whole standard over the audit programme. Following a few real cases where a consumer's vulnerability was identified shows whether the arrangements work in practice.
Planning the Audit
Have the consumer vulnerability policy and procedure, staff training records, complaints records and the monitoring of outcomes for vulnerable consumers to hand, along with the standard itself.
Completed Example
A completed example of the ISO 22458:2022 checklist is available with an alphaZ Subscription.
Included in the ISO 22458 Toolkit
These checklists are part of the ISO 22458 Toolkit and the integrated toolkits that include ISO 22458.
Related Documents
Documents that work alongside these checklists:
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