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BS ISO 22458:2022 - TC Tracked Change. Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service, 2022
- National foreword [Go to Page]
- Contractual and legal considerations
- Compliance with a British Standard cannot confer immunity from legal obligations.
- Amendments/corrigenda issued since publication
- Consumer vulnerability — Requirements and guidelines for the design and delivery of inclusive service [Go to Page]
- COPYRIGHT PROTECTED DOCUMENT
- Foreword [Go to Page]
- Publishing information
- Information about this document
- Presentational conventions
- Contractual and legal considerations [Go to Page]
- Compliance with a British Standard cannot confer immunity from legal obligations.
- Foreword
- 0 Introduction
- Introduction [Go to Page]
- 0.1 What is consumer vulnerability?
- 0.2 Impact of vulnerability on individuals
- 0.3 Organizational benefits of adopting an inclusive service approach
- Consumer vulnerability — Requirements and guidelines for the design and delivery of inclusive service [Go to Page]
- 1 Scope
- 2 Normative references
- 23 Terms and definitions [Go to Page]
- 2.1
- accessibility
- 2.2
- accessible format
- 2.3
- assistive (technology) product
- 2.4
- consumer
- 2.5
- consumer detriment
- 2.6
- consumer disadvantage
- 2.7
- consumer vulnerability
- 2.8
- inclusive service
- 2.9
- risk factors
- 2.10
- usability
- 3.1
- 3.2
- 3.3
- 3.4
- 3.5
- 3.6
- 3.7
- 3.8
- 3.9
- 3.10
- 3.11
- 3.12
- 3 Guiding principles for inclusive service provision
- 3.1 General
- 3.2 Commitment to customer service and inclusivity
- 3.3 Resources
- 3.4 Competence
- 3.5 Transparency
- 3.6 Accessibility
- 3.7 Communication
- 3.8 Confidentiality
- 3.9 Fairness
- 3.10 Awareness
- 4 Understanding risk factors [Go to Page]
- 4.1 Identifying consumer vulnerability
- 4.2 Identifying the needs of individual consumers
- 4.3 Dealing with consumer vulnerability
- 4 Organizational commitment, principles and strategy [Go to Page]
- 4.1 Commitment
- 4.2 Principles
- 4.3 Strategy [Go to Page]
- 4.3.1 Outcomes focused
- 4.3.2 Responsibility
- 4.3.3 Proactive approach
- 4.3.4 Policies
- 5 Planning, design and development of inclusive service delivery [Go to Page]
- 5.1 General
- 5.2 Review existing service
- 5.2.1 Impact assessment [Go to Page]
- 5.3 Identify areas requiring attention
- 5.3.1 Objectives [Go to Page]
- 5.4 Planning for inclusive provision of services
- 5.5 Policies and procedures
- 5.5.1 General
- 5.5.2 Using and managing records [Go to Page]
- 5.6 Billing
- 5.7 Provision of information
- 5.8 Promotions and marketing
- 5.9 Sales activities
- 5.10 Contracts and sales documentation
- 5.10.1 Responsibilities of sales agents
- 5.10.2 Contract forms
- 5.10.3 Right to cancel and acknowledgement of cancellation
- 5.10.4 “Safety net” procedures and acting responsibly to non-payment [Go to Page]
- 5.11 Customer satisfaction, enquiries and complaints
- 5.11.1 Performance indicators of customer satisfaction
- 5.11.2 Enquiries and complaints
- 5.11.3 Problem resolution [Go to Page]
- 5.12 Resources (including training)
- 5.12.1 Determine resources needed
- 5.12.2 Training
- 5.12.2.1 Training plans [Go to Page]
- 5.12.2.2 Provision of training
- 5 Inclusive design [Go to Page]
- 5.1 General
- 5.2 Touchpoints
- 5.3 Understanding consumer vulnerability [Go to Page]
- 5.3.1 Consumer insight methodology
- 5.3.2 Research and mapping
- 5.3.3 Stakeholder partnerships
- 5.3.4 Consumer engagement
- 5.4 Consumer contact channels [Go to Page]
- 5.4.1 Choice
- 5.4.2 Ease of use
- 5.4.3 Awareness
- 5.4.4 Telephone services
- 5.4.5 Online services
- 5.5 Consumer information [Go to Page]
- 5.5.1 General
- 5.5.2 Presentation of key information
- 5.6 Sales and contracts [Go to Page]
- 5.6.1 Sales
- 5.6.2 Contract terms
- 5.7 Payments and billing [Go to Page]
- 5.7.1 Choice and flexibility of payments
- 5.7.2 Acting responsibly to non-payment
- 5.7.3 Billing
- 5.8 Complaints and disputes
- 6 Compliance, evaluation and improvement [Go to Page]
- 6.1 Commitment
- 6.2 Responsiveness
- 6.3 Proactive approach
- 6.4 Foresight
- 6.5 Monitoring
- 6.6 Review of policies and procedures
- 6.7 Continual improvement
- 6 Resources to support service delivery [Go to Page]
- 6.1 General
- 6.2 Frontline staff [Go to Page]
- 6.2.1 Resources
- 6.2.2 Empowerment
- 6.2.3 Training in consumer vulnerability
- 6.2.3.2 Training records
- 6.2.3.3 Training programme review
- 6.3 Consumer-facing online systems
- 6.4 Management of consumer vulnerability data [Go to Page]
- 6.4.1 General
- 6.4.2 Data policy
- 6.4.3 Privacy and security
- 6.4.4 Knowledge and consent
- 6.4.5 Internal data sharing
- 6.4.6 External data sharing
- 6.5 Dealing with third-party representatives
- 6.6 Interruptions to service [Go to Page]
- 6.6.1 Interruption due to external events
- 6.6.2 Interruption to essential services
- 7 Identifying consumer vulnerability [Go to Page]
- 7.1 General
- 7.2 Risk factors [Go to Page]
- Table 1 — Vulnerability risk factors
- 7.3 Signs of vulnerability [Go to Page]
- 7.3.1 General
- 7.3.2 Frontline staff observation
- Table 2 — Using signals to identify vulnerability
- 7.3.3 Automated flags
- 7.4 Encouraging sharing of vulnerability information [Go to Page]
- 7.4.1 General
- 7.4.2 Frontline staff
- 7.4.3 Online and paper forms
- 7.5 Recording information about vulnerability [Go to Page]
- 7.5.1 General
- 7.5.2 Creating customer records
- 7.5.3 Referring to customer records
- 7.5.4 Updating customer records
- 8 Responding to consumer vulnerability [Go to Page]
- 8.1 General
- 8.2 Taking action to improve outcomes for individuals [Go to Page]
- 8.2.1 Understanding risks and needs
- Table 3 — Understanding individual needs
- 8.2.2 Understanding the individual’s relationship with the organization
- 8.2.3 Response options
- Table 4 — Response options for individuals
- 8.2.4 Shared decision making
- 8.2.5 Directing to specialist information, advice and support
- 8.3 Taking action to improve outcomes for others
- 9 Monitoring, evaluation and improvement [Go to Page]
- 9.1 Monitoring
- 9.2 Evaluation
- 9.3 Continual improvement
- A.1 General
- A.2 Age
- A.3 Disability
- A.4 Mental health
- A.5 Low income
- A.6 Basic skills
- A.7 Inexperience
- A.8 Sudden changes in circumstance
- A.9 Complexity and confusion
- A.10 Balance of power
- A.11 Caring responsibilities
- Annex A
- Guidance for organizations on how to implement ISO 22458 [Go to Page]
- A.1 Tailored approach
- A.2 Considering inclusive service at all stages of service design and delivery
- A.3 Implementation checklist
- A.4 Commitment to change
- A.5 Conduct gap analysis
- A.6 Create action plan
- A.7 Implement changes
- A.8 Monitor, evaluate and improve [Go to Page]
- Mrs L
- How the organization should have acted
- John
- How the organization should have acted
- Sandra
- How the organization should have acted
- Mr and Mrs Burns The problem
- How the organization should have acted
- Mrs Y
- How the organization should have acted
- Bibliography [Go to Page]
- Standards publications
- Non-standard publications
- Bibliography
- 30455303-Tracked_Changes_Cover_Markup_new.pdf [Go to Page]
- compares BS ISO 22458:2022 [Go to Page]
- TRACKED CHANGES
- Text example 1 — indicates added text (in green)
- 30388473-WEB.pdf [Go to Page]
- undefined
- Foreword
- Introduction
- 1 Scope
- 2 Normative references
- 3 Terms and definitions
- 4 Organizational commitment, principles and strategy [Go to Page]
- 4.1 Commitment
- 4.2 Principles
- 4.3 Strategy [Go to Page]
- 4.3.1 Outcomes focused
- 4.3.2 Responsibility
- 4.3.3 Proactive approach
- 4.3.4 Policies
- 5 Inclusive design [Go to Page]
- 5.1 General
- 5.2 Touchpoints
- 5.3 Understanding consumer vulnerability [Go to Page]
- 5.3.1 Consumer insight methodology
- 5.3.2 Research and mapping
- 5.3.3 Stakeholder partnerships
- 5.3.4 Consumer engagement
- 5.4 Consumer contact channels [Go to Page]
- 5.4.1 Choice
- 5.4.2 Ease of use
- 5.4.3 Awareness
- 5.4.4 Telephone services
- 5.4.5 Online services
- 5.5 Consumer information [Go to Page]
- 5.5.1 General
- 5.5.2 Presentation of key information
- 5.6 Sales and contracts [Go to Page]
- 5.6.1 Sales
- 5.6.2 Contract terms
- 5.7 Payments and billing [Go to Page]
- 5.7.1 Choice and flexibility of payments
- 5.7.2 Acting responsibly to non-payment
- 5.7.3 Billing
- 5.8 Complaints and disputes
- 6 Resources to support service delivery [Go to Page]
- 6.1 General
- 6.2 Frontline staff [Go to Page]
- 6.2.1 Resources
- 6.2.2 Empowerment
- 6.2.3 Training in consumer vulnerability
- 6.3 Consumer-facing online systems
- 6.4 Management of consumer vulnerability data [Go to Page]
- 6.4.1 General
- 6.4.2 Data policy
- 6.4.3 Privacy and security
- 6.4.4 Knowledge and consent
- 6.4.5 Internal data sharing
- 6.4.6 External data sharing
- 6.5 Dealing with third-party representatives
- 6.6 Interruptions to service [Go to Page]
- 6.6.1 Interruption due to external events
- 6.6.2 Interruption to essential services
- 7 Identifying consumer vulnerability [Go to Page]
- 7.1 General
- 7.2 Risk factors
- 7.3 Signs of vulnerability [Go to Page]
- 7.3.1 General
- 7.3.2 Frontline staff observation
- 7.3.3 Automated flags
- 7.4 Encouraging sharing of vulnerability information [Go to Page]
- 7.4.1 General
- 7.4.2 Frontline staff
- 7.4.3 Online and paper forms
- 7.5 Recording information about vulnerability [Go to Page]
- 7.5.1 General
- 7.5.2 Creating customer records
- 7.5.3 Referring to customer records
- 7.5.4 Updating customer records
- 8 Responding to consumer vulnerability [Go to Page]
- 8.1 General
- 8.2 Taking action to improve outcomes for individuals [Go to Page]
- 8.2.1 Understanding risks and needs
- 8.2.2 Understanding the individual’s relationship with the organization
- 8.2.3 Response options
- 8.2.4 Shared decision making
- 8.2.5 Directing to specialist information, advice and support
- 8.3 Taking action to improve outcomes for others
- 9 Monitoring, evaluation and improvement [Go to Page]
- 9.1 Monitoring
- 9.2 Evaluation
- 9.3 Continual improvement
- Annex A (informative) Guidance for organizations on how to implement ISO 22458
- Bibliography [Go to Page]