4 News In Brief Protecting vulnerable consumers in a changing world
The cost-of-living crisis is at the forefront of people’s minds in 2022, so BSI’s publication of a new international standard aimed at helping organizations deliver fair, flexible and inclusive services for their vulnerable customers, is very timely. BS ISO 22458 Consumer vulnerability,
requirements and guidelines for the design and delivery of inclusive service, was launched on Thursday 5th May at the start of the BSI Consumer Forum Conference, held at the Royal College of Surgeons in London. The event set out the key principles and
objectives of BS ISO 22458, explaining how adoption of this standard can offer valuable benefits for service providers and their customers.
This BSI-led initiative builds on the pioneering BS 18477:2010 Inclusive Service Provision, which was driven by UK consumer stakeholders. Since its publication, BS 18477 has been widely referenced by UK regulators and used by firms in regulated essential services such as water, energy and financial services. “Consumer vulnerability is recognized
across the world as both a societal and business concern, exacerbated by the rapid growth of e-commerce,” said Sadie Dainton, BSI’s Senior Consumer Policy Manager. “UK consumer stakeholders identified the need for an international standards solution to provide consistent support for vulnerable consumers around the world, and this has borne fruit with ISO 22458.” At the launch event, a panel of UK and
University partnerships create future standards users and makers
Consumer vulnerability is exacerbated by the rapid growth of e-commerce
International leaders from business, regulators and consumer organizations explored how the standard has the potential to: • Embed inclusive service principles throughout an organizations, from senior management to frontline staff
• Improve understanding of vulnerability and the impact it has on consumers’ lives
• Help service providers to implement best practice in identifying and supporting consumers in vulnerable situations
• Help service providers to deliver a fair, flexible and inclusive approach based on real lived experiences
• Improve positive outcomes and minimise harm for vulnerable consumers.
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