BS 18477:2010

Foreword
0 Introduction
1 Scope
2 Terms and definitions
3 Guiding principles for inclusive service provision
4 Understanding risk factors
5 Planning, design and development of inclusive service
  delivery
6 Compliance, evaluation and improvement
Annexes
Annex A (informative) - Potential effects of consumer
        vulnerability
Annex B (informative) - Scenarios
Bibliography

Defines procedures for ensuring that services are available and made accessible to all consumers equally, regardless of their personal circumstances.

This British Standard specifies procedures for ensuring that services are available and made accessible to all consumers equally, regardless of their personal circumstances.

It is applicable to any organization dealing with the public, regardless of type, size, sector and service provided, though not all of the requirements are relevant to all organizations [for example, the sub-clauses on promotions and marketing (5.8) and contracts and sales documentation (5.10)], while some of the examples provided relate to specific sectors or services.

NOTE1 The term “services” describes the provision of any service to consumers, including advice, utilities, goods and products, e.g. financial services, communications, energy, retail (both online and on the high street) and trade. Organizations include consumer groups, debt assistance organizations, social services, government agencies, local authorities, charities, voluntary organizations, legal firms, marketing (PR)/advertising professionals and ombudsmen services.

NOTE2 The requirements of this British Standard are additional to those for customer service generally. For recommendations on customer service, see BS8477.