Digital Fibre Code of Practice for Vulnerable and Disabled Customers

1. Introduction

Digital Fibre is committed to ensuring that all customers — particularly those who may be vulnerable or have disabilities — are treated fairly, with dignity, and with equal access to our services. This Code of Practice outlines the measures we have in place to identify, record, support, and protect vulnerable customers in line with Ofcom’s General Condition C5 and the Vulnerability Guide.

2. Definition of Vulnerability

We recognise that vulnerability can be temporary, situational, or permanent. A customer may be considered vulnerable if, due to personal circumstances, they are less able to:

• Make informed decisions about their service, or

• Manage communication or billing effectively.

Vulnerability may arise due to factors such as:

• Age, physical or mental health conditions

• Sensory, cognitive, or learning impairments

• Bereavement or major life changes

• Financial hardship or debt

• Limited literacy or digital skills

3. Identifying and Recording Vulnerable Customers (C5.3b)

We record information about customer vulnerability sensitively and in accordance with data protection law.

• Customer Disclosure: Customers (or authorised third parties) may notify us of any specific needs via phone, email, web form, or post.

• Staff Identification: Our staff are trained to identify signs of potential vulnerability and to handle such cases with care.

• Recording: Relevant information is securely stored on the customer’s account profile to ensure appropriate support can be provided (for example, priority fault repair or accessible billing).

• Consent: We only record vulnerability information with the customer’s explicit consent and explain how it will be used to improve service delivery. 

Customers can update or remove this information at any time.

4. Communication Channels for Vulnerable Customers

We offer multiple contact options for customers to reach us or receive information:

• Telephone: 0330 912 2819

• Email: support@digitalfibre.uk

• Post: Digital Fibre Customer Care, 1st Floor Rostrum House, London Road, Maidstone, Kent, ME16 8PY

5. Monitoring and Evaluation (C5.3c)

We monitor and evaluate the impact and effectiveness of our vulnerability policies by:

• Regular internal reviews of how vulnerable customer cases are identified and managed.

• Feedback collection through internal surveys and complaints analysis to improve our service around vulnerability.

• Staff audits to ensure training and record-keeping standards are upheld.

• Bi-Annual policy review by the Compliance Team, incorporating updates from Ofcom and industry best practice.

6. Services for Customers with Disabilities (C5.6–C5.16)

We provide a wide range of services to ensure accessibility and equal use of communications services:

Text Relay Service

We support access to the national Text Relay service, enabling customers with hearing or speech impairments to communicate by text via a relay assistant.

• How to Access: Dial 18001 before the number you are calling, or use an approved text relay app.

Mobile SMS Access to Emergency Organisations

Customers can contact emergency services (999) via SMS if registered.

• How to Access: Text REGISTER to 999 to sign up. Once registered, customers can send SMS messages to 999 in an emergency.

Emergency Video Relay Access

Customers who use British Sign Language (BSL) can contact emergency services using video relay.

• How to Access: Use the 999 BSL app or visit 999bsl.co.uk.

Free Directory Enquiries

Eligible customers with disabilities can register to access directory enquiries free of charge.

• How to Access: Contact Customer Services to apply.

Priority Fault Repair Scheme

Customers reliant on communications for health, safety, or wellbeing can be prioritised for fault repair.

• How to Access: Contact us to register.

Third-Party Bill Management

Customers can nominate a friend, relative, or carer to help manage their account and receive bills or notifications.

• Important: The nominated person does not become liable for any bill payments (as required by GC C5.14).

• How to Access: Call or email us to arrange.

Accessible Billing and Communications

Bills and correspondence can be provided in a wide range of accessible formats, free of charge, in line with C5.15 and C5.16.

Available formats include (but are not limited to):

• Large print (in a size appropriate to the customer's needs)

• Print on coloured paper

• Easy-read formats

• Braille

• Audio format

• Digital or electronic formats suitable for screen readers or assistive devices

To request an accessible format, customers can contact us via any communication channel.

We take all reasonable steps to publicise these services, ensuring that information is available:

• On our website under the “Accessibility & Vulnerable Customer Support” section

• In printed materials and onboarding documents

• On request in accessible formats

7. Staff Training and Awareness

All customer-facing staff receive regular training to:

• Understand Ofcom’s General Condition C5 and our obligations.

• Identify and respond to signs of vulnerability.

• Communicate empathetically and clearly with customers in difficult circumstances.

• Escalate cases to our Vulnerable Customer Support Team when specialist help is required.
  

8. Debt and Payment Support

If a customer is struggling to pay, we will:

• Treat them with empathy and respect.

• Offer flexible payment plans where possible.

• Signpost to independent debt advice and support services.

• Avoid disconnecting essential services where this would cause undue hardship.

9. Continuous Improvement

Digital Fibre is committed to continuous improvement of its support for vulnerable and disabled customers. We regularly review:

• Ofcom’s updates to the General Conditions and Vulnerability Guide.

• Best practices adopted by other communications providers.

• Feedback from customers, staff, and consumer advocacy groups.
  

10. Contact Us

If you require support under this Code or would like this document in an alternative format, please contact us at:

📞 0330 912 2819
✉️ support@digitalfibre.uk
🌐 www.digitalfibre.uk/disabled-vulnerability-policy

11. Review and Publication

This Code will be reviewed bi-annually and updated to reflect regulatory or operational changes. The most recent version will always be available on our website.