News and events
Consultation on new BSI Standard for providing Inclusive Services
BS 18477 – Inclusive service provision – requirements for identifying
and responding to consumer vulnerability
What is it?
• BS 18477 is a new standard in development looking at the provision of
‘inclusive’ services, which is now available for public consultation.
• This British Standard specifies procedures for ensuring that services
are available and made accessible to all consumers equally, regardless
of their personal circumstances or capabilities and do not discriminate
against consumers, in particular vulnerable or disadvantaged groups.
• The standard is applicable to any organization dealing with the public,
but in particular is aimed at providers of services including utilities,
telecoms, financial services, retail, health, transport and housing.
What are the benefits for businesses and consumers?
• The standard is designed to help service organisations to put in place
appropriate policies and procedures, implement relevant training plans,
use accessible billing methods, practice fair marketing and sales
activities, and better assist consumers seeking access to basic
services such as heating, food and financial services.
• Using the standard could offer positive benefits to the
organisation/service provider of increased reputation and trust of
consumers and improved retention of existing customers.
Public consultation - how to respond?
• The draft for public consultation is available until 31 July 2010. The
draft can be downloaded and comments submitted electronically via
BSI’s online system: http://drafts.bsigroup.com/Home/Details/522
or here. FAQ sheet also available to download here.
• Feedback received during the public consultation will be directed back
to the UK committee for their consideration.
• General comments on the standard and those specific to sections and
clauses of the draft can be submitted.
• For further information please
contact Nick Fleming by email
nick.fleming@bsigroup.com, or by
calling 0208 996 6475.
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Download flyer and order form (PDF)
Read an independent review in the Summer 2010 issue of Access By Design.
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Email – cs-books@wiley.co.uk
FreePhone – 0800 243407
Intl Phone - +44 1243 843294
