Olilo UK & Ireland Ltd. ("Olilo", "we", "us", "our") is committed to treating every customer fairly, including customers who may be in vulnerable circumstances. This policy explains how we recognise vulnerability, what extra support we offer, and how you or someone who speaks for you can ask us to record it.

1. Who This Policy Is For

1.1. Ofcom defines a vulnerable customer as anyone whose personal circumstances or characteristics - whether temporary or permanent - mean that standard service delivery may put them at a disadvantage or cause them greater harm than it would other customers.

1.2. This can include, but is not limited to, customers who are:

Deaf, hard of hearing, blind, partially sighted, or have a speech impairment
Living with a long-term physical disability, chronic illness, or reduced mobility
Living with a learning disability, cognitive impairment, or mental health condition
Recovering from a serious illness, bereavement, or major life event
Experiencing financial difficulty or in debt
At risk of or experiencing domestic abuse
Facing language barriers or reduced literacy
Elderly and unable to manage complex technology unaided
Temporarily vulnerable - for example, after a hospital stay, during pregnancy, or after a house move

1.3. Vulnerability is not a judgement about a customer. It's a recognition that a service should flex to meet the person, not the other way around.

2. Identifying Vulnerability

2.1. We rely on three main ways of recognising when a customer may need extra support:

You tell us directly. You can ask us to record specific needs on your account at any time.
A nominated representative tells us. With your consent, a family member, carer, or advocate can share this information on your behalf.
Our team notices during an interaction. If something in a conversation suggests extra support may be helpful, our staff are trained to ask gently and offer options.

2.2. We do not require medical proof or documentation to record vulnerability, although we may ask clarifying questions so we know what kind of support to offer.

3. Support We Offer

3.1. Depending on the circumstances, we can offer any of the following at no extra cost:

Communication in an alternative format (for example, plain text, large print, or a specific file type)
Communication via a nominated third party you have authorised
Longer call or chat windows with the same support agent where possible
Written confirmation of any verbal agreements
Priority routing for urgent issues affecting health, safety, or connectivity during a critical event
Extra time to respond to account communications or to pay a bill
Protection against disconnection during active vulnerability, wherever possible
Signposting to specialist external support organisations (for example, Citizens Advice, Samaritans, Refuge, RNIB, Action on Hearing Loss)

3.2. If you need something specific that isn't listed here, please ask. We'd rather you told us and we worked out how to help than miss an opportunity to do better.

4. Financial Vulnerability

4.1. If you are struggling to pay your bill, please get in touch with us as soon as possible. We will:

Work with you on a repayment plan that fits your circumstances
Pause or defer payments where appropriate
Waive late fees or failed payment charges where fair
Signpost you to free, impartial debt advice through organisations like StepChange, Citizens Advice, or National Debtline

4.2. We will not disconnect a customer in financial difficulty without first exploring these options and giving you reasonable notice.

5. Priority Fault Fix

5.1. If someone in your household relies on broadband for health or safety reasons - for example, a telecare alarm, a medical monitoring device, or a home dialysis machine - please let us know. We will record this on your account and prioritise any faults that affect your connection.

5.2. Because our service runs over third-party access networks, we cannot guarantee the timescales of every engineer visit. We will always advocate for you with our Network Partner and keep you informed while a fault is being worked on.

5.3. If your connection is critical to life-sustaining equipment, we strongly recommend also having a backup option (for example, a mobile data plan) in case of an extended outage.

6. Nominated Representatives and Power of Attorney

6.1. You can ask us to accept a nominated representative to act on your behalf. Once set up, they can:

Contact us about your account
Raise and follow up on faults
Receive copies of correspondence
Make account changes with your authorisation

6.2. We also accept instructions from someone acting under a registered Lasting Power of Attorney, Deputy Order, or equivalent legal authority. We may ask to see the relevant document once to verify it.

7. Domestic Abuse and Safety

7.1. If you are at risk of or experiencing domestic abuse and you share an account with a partner, we will work with you discreetly to protect your safety. That can include:

Adding a safeword to your account so we know it's you calling
Arranging contact through a trusted intermediary
Changing account details, login credentials, or delivery address
Transferring the service into your name if you remain in the property
Helping you close the account cleanly if you are moving

7.2. If you are in immediate danger, please contact 999 or the National Domestic Abuse Helpline on 0808 2000 247.

8. Staff Training

8.1. Everyone who speaks to customers at Olilo is trained to recognise the signs of vulnerability and to handle those conversations with care, patience, and confidentiality. We refresh this training regularly and review it when Ofcom updates its guidance.

9. Privacy

9.1. Any information you share with us about vulnerability is treated as sensitive personal data and handled in line with our Privacy Notice and the UK GDPR. We will only use it to provide you with the support you've asked for, and we will not share it with third parties without your consent except where required by law.

10. Tell Us You Need Extra Support

10.1. The fastest way to flag that you need extra support is to contact us directly:

Email: support@olilo.co.uk
Community: discord.gg/olilo

10.2. If you're not happy with how we've handled your request, you can raise a formal complaint via our Complaints Code of Practice.

Vulnerable customers.