A blank risk assessment set up for consumer vulnerability, with rating drop downs and a notes section for feedback from the people affected.
This risk assessment template is supplied in fully editable MS Word format and can be easily customised and edited. Risk ratings are selected from drop-down boxes listing every rating, with styles to match. 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:
- Risk assessment number and title
- Information-classification
- Version
- Page number / total pages
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Further guidance on consumer vulnerability risk:
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Consumer Vulnerability Risk Assessment Template
The RA-CV1 Consumer Vulnerability Risk Assessment is a blank Word risk assessment for recording the risks to consumers who may be vulnerable, the control measures already in place and the risk that remains. It records who completed it, the date and the risk assessment number.
It is supplied as a template to complete with your own risks rather than a worked example. In the ISO 22458 Implementation Checklist it is the first step, an initial assessment of the key consumer vulnerability risks and the controls already in place.
What's Included in this Risk Assessment
- Risk assessment matrix - likelihood against harm, giving a Tolerable, Moderate or Substantial rating, with the action expected for each
- Risk table - for each row, a description of the activity, the associated risks and potential consequences, the inherent risk rating, the control measures currently in place and the residual risk rating
- Rating drop-downs - every combination of likelihood and harm with its rating, so ratings are entered the same way each time
- Notes - space for notes, feedback from affected parties and additional controls required
How the Ratings Work
A Tolerable risk is acceptable and monitored, with additional controls if required. A Moderate risk is monitored and reduced where possible. A Substantial risk needs a risk mitigation strategy and additional controls, and if the residual rating is still Substantial, or not acceptable once the current controls are taken into account, further action is taken.
Risks You Might Record
- Signs of vulnerability missed at the point of sale or contact
- Contract terms, charges or billing information that are hard to understand
- Contact channels or a website that some consumers cannot use
- Information about a consumer's vulnerability not kept secure
- An interruption to a service a consumer relies on
Who Needs a Consumer Vulnerability Risk Assessment?
Organisations that deal with consumers and want a record of where vulnerable customers could be harmed and how that is controlled, including those implementing ISO 22458.
Included in the ISO 22458 Toolkit
This risk assessment is part of the ISO 22458 Toolkit.
Using the Risk Assessment
List the activities and points of contact where a consumer who is vulnerable could be harmed or treated unfairly, such as sales, billing, contact channels and complaints. Rate each risk before controls, record the controls already in place, then give the residual rating. Note any feedback from consumers or staff and the additional controls agreed, and carry the risks onto the F-IMS58 Vulnerability Risks Register.
Document Control
The footer carries the risk assessment number and title, the issue number, page numbering and the information classification, Business Use, so the completed assessment can be controlled and reviewed with the rest of your consumer vulnerability records.
Related Documents
The risks identified feed the F-IMS58 Vulnerability Risks Register and the ER24 Consumer Vulnerability Register, and the controls are set out in PP-1-17 Consumer Vulnerability Policy Procedure. The F-Q100 Inclusive Design Impact Assessment looks at the design of a service, and the ISO 22458 Implementation Checklist sets out the steps that follow. Other business risks can be assessed on the F-Q36 General Risk Assessment.