Extra support for vulnerable customers
Vulnerability can be long-term, temporary or situational — for example, age, disability, illness, bereavement or financial difficulty. Tell us at any point and we'll adapt how we handle your account.
The short answer
OCCTA offers extra support to customers in vulnerable circumstances, including priority handling for service issues, accessible communication, back-up options for Digital Voice / Home Phone where someone relies on the line, and fair payment arrangements.
How we help
- Priority handling for service-affecting issues.
- Plain-English communications and alternative contact channels on request.
- Digital Voice / Home Phone back-up options where someone in the household relies on the line for healthcare or telecare.
- Reasonable payment arrangements if you're in financial difficulty.
- A trusted third party can deal with us on your behalf, with your consent.
How to tell us
Email hello@occta.co.uk, call 0800 260 6626, or mention it in a dashboard ticket. You can ask for support at sign-up or at any point afterwards.
Power cuts and 999
Digital Voice / Home Phone runs over your broadband, so it depends on power and your internet. If anyone in your home uses the phone for healthcare, a personal alarm, or to call 999 in an emergency, please tell us so we can discuss back-up options.
Quick answers
What counts as vulnerable?
Anyone whose circumstances mean they could be harmed or disadvantaged without extra support — including age-related, health, disability, bereavement or financial difficulty.
Will it cost me anything to be marked as vulnerable?
No. Extra support is part of being a responsible telecom provider.
FAQs
Next step
Find out what's available at your address, or talk to a human about your setup.
Related pages
This page summarises our approach. The full Vulnerable Customers Policy is the binding document.