Extra Help & Accessibility · 4 min
Extra Help When You Need It
Anyone can need extra help — because of health, age, disability, bereavement, financial difficulty, domestic abuse or simply a tough time. Telling us means we can adapt how we support you. It's free and confidential.
How to tell us
At order, by ticket, by email to hello@occta.co.uk or by phone on 0800 260 6626. You don't need to share more than you're comfortable with.
Priority handling
We prioritise service-affecting issues on accounts where someone relies on the service for health or safety.
Digital Voice resilience
If you rely on the phone for telecare, healthcare or safety, we'll assess your circumstances and discuss appropriate resilience or alternative communication arrangements.
Payment support
Reasonable payment arrangements for customers in financial difficulty, agreed around what you can afford.
Communication support
Plain-English communications, accessible formats and a nominated trusted contact to deal with us for you, with your consent.