ABSTRACT
Standards are voluntary although, in some sectors – such as toy safety, electrical equipment and medical devices – legislation may reference a specific standard(s) as a way of demonstrating compliance with regulatory obligations. Public Interest Network has worked on various standards aimed at helping consumers in vulnerable situations – namely easy-to-open packaging, accessible and inclusive buildings and inclusive service provision. Protecting consumers in vulnerable situations is particularly important with essential services, such as energy, water, telecoms and financial services, where consumers may be at greater risk of harm if things go wrong. In January 2017, Ofgem broadened the eligibility criteria to include any customers in vulnerable situations, even if only temporarily, who may require additional support. One particularly important standard in achieving positive outcomes for consumers in vulnerable situations, and the focus of this chapter is BS 18477: Inclusive Service Provision.
