This is our policy under Ofcom General Condition C5 (treating customers fairly, including customers with extra support needs and customers with disabilities).
Anyone whose circumstances make it harder to use a phone service or to deal with us, for a short time or for good. That includes, for example: age; a physical or learning disability; a physical or mental illness; low literacy; difficulty communicating; English not being a first language; and changes in circumstances such as bereavement, losing a job, a change in money, or domestic abuse.
The list is not complete. You do not have to tell us anything you do not want to.
2. How to tell us you need extra support (C5.3(b))
In the VoicePro app
Support, then "Tell us about extra support you need". You choose what applies, how we should contact you, and anything else that would help.
By email
help@voicepro.plus, with "Extra support" in the subject.
By phone
+44 20 3769 8080, in our support hours.
By post
VoicePro Plus Limited, Level 18, 40 Bank Street (HQ3), London E14 5NR.
Someone you trust
They can contact us for you once you have told us they may.
In a shop or through our sales team
Tell the person helping you and they pass it to our support team.
Specially trained staff
If your needs call for it, we pass you to a member of our team trained to help, so you do not have to explain twice.
3. What we do (C5.3(a), C5.14-C5.16)
Contact you the way that works for you
Email, text, phone or post.
A trusted person
With your consent, someone you choose can speak to us for you. You can remove them at any time. This is free.
Help with bills
If a disability makes managing bills hard, someone you choose can receive your bills, be told if a payment is missed and asked why, and pay for you, free. We set it up only with their agreement, and they take on no liability for your account. Ask our support team to set it up.
Accessible formats, free
On request we send your contract and any change to it, bills, notices about your contract (including end-of-contract and annual best-price notices) and other service messages in a format that works for you. Before you buy, we do the same for the contract information and contract summary, for example large print, Braille, coloured paper or an accessible electronic format. We send it within 10 working days of your request.
More time
For payments, decisions or anything we ask of you, where you need it.
Care before we act
Before we suspend a line or close an account, we check whether you have told us about extra support needs and contact you first in the way you asked.
Help with complaints
Our Complaints Code explains how we adapt the process and how to take a complaint to the independent dispute resolution scheme.
Money worries
Our plans are paid in advance, so you never owe us for a plan. If money is tight, talk to us before your renewal date and we will help you find the right plan or pause renewal.
4. Services for customers with disabilities (C5.6-C5.12)
Relay UK
If you are deaf, hard of hearing or have difficulty speaking, you can make and receive calls by text through Relay UK. Dial 18001 then the full number to call out. Calls through Relay UK cost no more than a normal call to that number, and we apply Ofcom's relay tariff scheme so you are not charged for the extra time a relay call takes. Relay UK works at any time, your calls are confidential, and we never block any other Ofcom-approved relay service.
Emergency calls
You can call 999 or 112 free from your VoicePro line, including if your line is barred or suspended. When you call, your phone's location is passed to the emergency services.
Emergency text relay
Dial 18000 to reach the emergency services through Relay UK. It is free.
999 by text (emergencySMS)
If you cannot make a voice call, you can text 999 once you have registered your phone. Text "register" to 999 to sign up. It is free.
999 BSL
British Sign Language users can call the emergency services through a BSL interpreter with the free 999 BSL app or website, at any time. Your call is confidential.
Directory enquiries
If you cannot use a printed directory because of a disability, contact us and we arrange free directory enquiries for you.
5. How we record your needs and keep them safe (C5.3(b), C5.18)
We record only what you tell us, on your account, so you do not have to explain again. The record shows the date it was made or changed. Only our support staff can see it, and we never share it with anyone outside our support team.
You can see, change or delete it at any time in the app, or by asking us. It is included if you ask for a copy of your data, and deleted with your account.
We record it only with your agreement, which you give when you send it to us. Our Privacy Policy explains how we handle it.
6. Our staff (C5.5)
Everyone who deals with customers is told about this policy and trained to recognise when someone may need extra support and what we can offer.
Training happens when someone joins and every year after, and covers our support staff, sales team and retail partners.
7. How we check this policy works (C5.3(c))
A director of VoicePro Plus Limited is responsible for this policy.
Every 12 months we review complaints from customers with support needs, customer feedback and a sample of support records, and update this policy. We publish what changed.
We give Ofcom any information it asks for to show we follow C5, and we work with the Communications Consumer Panel when it asks us about the needs of disabled customers and customers who may need extra support.
8. Other help
Free, independent help: Citizens Advice (citizensadvice.org.uk), StepChange for debt advice (stepchange.org), and Samaritans on 116 123, free at any time.
9. Website and app accessibility
How we make voicepro.plus and the app accessible is on our Accessibility page.
10. Contact
help@voicepro.plus, +44 20 3769 8080, VoicePro Plus Limited, Level 18, 40 Bank Street (HQ3), London E14 5NR. Company number 14520016.
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