Last Updated: 8 February 2026
Giant Communications is committed to delivering services in a way that is fair, inclusive, and supportive for all customers, including those who may be in vulnerable circumstances.
We recognise that vulnerability can affect a person’s ability to access, understand, or manage communication services. This policy explains how we identify and support customers who may require additional care.
A vulnerable customer may include someone who, due to personal circumstances, is at a higher risk of harm, misunderstanding, or disadvantage.
This may include (but is not limited to):
Older people
People with physical or learning disabilities
Customers with mental health conditions
Individuals experiencing financial hardship
Those affected by bereavement, illness, or life events
Customers with limited digital skills or language barriers
Vulnerability may be temporary or long-term.
Vulnerability may be identified through:
Customer self-disclosure
Information provided by authorised third parties (e.g. carers or family members)
Observations by staff during customer interactions
Our staff are trained to recognise signs that a customer may need additional support and to handle such situations sensitively.
Where a customer is identified as vulnerable, we will:
Communicate clearly and avoid technical jargon
Allow extra time for discussions and decisions
Provide information in accessible formats where possible
Confirm understanding before progressing with actions
We aim to ensure customers fully understand their services, contracts, and options.
Depending on the customer’s needs, we may offer:
Additional assistance when setting up or managing services
Support with billing queries or account explanations
Flexible arrangements in genuine cases of financial difficulty
Priority fault handling where a loss of service may significantly impact wellbeing
Signposting to independent advice organisations where appropriate
Information about a customer’s vulnerability is treated as sensitive and handled in line with UK data protection law.
We only record relevant information necessary to provide support, and access to this information is restricted to authorised staff.
We take steps to help protect vulnerable customers from fraud or scams, including:
Monitoring for unusual account activity
Providing guidance on common telecoms scams
Verifying account changes carefully
Vulnerable customers can raise concerns using our standard complaints process. Where vulnerability is known, we will handle complaints with additional care and sensitivity.
We welcome feedback to improve how we support customers in vulnerable circumstances.
All staff are expected to:
Treat customers with patience, dignity, and respect
Be alert to signs of vulnerability
Follow internal procedures when additional support is required
Management is responsible for ensuring staff receive appropriate training and that this policy is followed.
We regularly review this policy and our procedures to ensure we continue to meet best practice and regulatory expectations.
