Vulnerable Customers Policy

Anyone can find themselves in vulnerable circumstances. It might be because of age, illness, disability, mental health, bereavement, financial difficulty, domestic abuse, a change in circumstances or simply a difficult time. Vulnerability can be permanent, temporary or situational. This policy explains how OCCTA LIMITED recognises those circumstances and the practical support we provide, free of charge.

Telling us

You can tell us at any time — when you order, in your account, by ticket, by email to hello@occta.co.uk or by calling 0800 260 6626. You don't need to give more detail than you're comfortable with, and no medical evidence is needed to receive support adjustments.

If something you tell us suggests you may need extra help, we may ask, sensitively, whether any support would be useful. It's always your choice.

Support we provide

Priority handling

Service-affecting issues on accounts where someone relies on the service for health, safety or care are prioritised, including when we raise faults with the network.

Digital Voice, telecare and power cuts

• Digital Voice needs working broadband, compatible equipment and mains power, so it may not work during a power cut or broadband outage.
• We tell you if a move to Digital Voice could affect telecare alarms, health devices or other equipment using your phone line.
• If you rely on the phone for telecare, healthcare or safety, or have poor mobile coverage, we assess your circumstances and discuss appropriate resilience or alternative communication arrangements. Where appropriate and available, that can include battery backup equipment.
• 999 and 112 calls are free when the service is working, and emergency location information may depend on the address we hold — please keep it up to date.

Payment support

• Reasonable payment arrangements based on what you can afford.
• A review of whether a different plan would suit you better.
• Careful consideration of your circumstances before any restriction for non-payment, which only follows reasonable notice.
• Signposting to free, independent debt advice such as StepChange, National Debtline and Citizens Advice.

Communication support

• Plain-English communication and more time to make decisions.
• Bills and letters in large print, braille or audio on request, free of charge.
• Your preferred contact channel, including Relay UK (dial 18001 before our number).
• A nominated trusted person — a family member, carer or advocate — who can deal with us on your behalf with your consent, or a registered power of attorney.

Bereavement

If you're managing the account of someone who has died, contact us and we'll guide you through closing or transferring the account at a pace that suits you, and explain any final amounts clearly.

Domestic abuse

If you're affected by domestic abuse, tell us. We can help keep your contact details and account information secure and agree safe ways to contact you.

How we handle the information

Information about your circumstances is recorded only to support you, shared only with those who need it to do so (for example a network operator when prioritising a fault), and reviewed with you so it stays accurate. It's handled under our Privacy Policy and you can ask us to update or remove it at any time.

Complaints

If you feel we haven't supported you properly, please tell us. Complaints involving vulnerability are prioritised under our Complaints Code.