Customer Policies

 

 

Welcome to IRIS Software Group’s online hub for customer policy documents.  .

This page is your go-to resource for understanding how we at IRIS Software Group support our customers and team members alike. Here, you’ll find essential policy documents.

We’ve designed these policies to build trust and create an environment where everyone feels valued and supported, whether you’re an IRIS customer or a member of our internal team. 

1: Vulnerable Customer Policy

Vulnerable Customer Policy

This policy outlines how IRIS Software Group will identify and assist vulnerable customers. The goal of this policy is to ensure that every customer, particularly those who are vulnerable, receives equitable treatment and appropriate support when they reach out to IRIS.

Definition of a vulnerable customer

A vulnerable customer needs extra support or protection when dealing with an organisation due to personal or situational factors. Vulnerabilities can be long-term, short-term, or unexpected and may involve health issues, major life events, financial difficulties, or language challenges. Each customer’s situation should be individually evaluated to determine their need for additional assistance.

Supporting vulnerable customers

IRIS aims to support vulnerable customers by recognising their needs and providing them with appropriate help. Our staff are skilled to recognise vulnerable customers so we can go beyond our usual protocols to assist them. We identify vulnerability by looking for indicators during interactions, such as trouble in expressing themselves and upset.

Helping vulnerable customers

IRIS will undertake these actions to provide appropriate assistance to vulnerable customers:

Communication: Our staff will speak clearly and calmly, ensuring the customer understands. We will adapt our communication methods based on the customer’s needs.

Dignity: We will treat vulnerable customers with respect.

Adaptability: IRIS will offer the help needed, even if it is not part of the usual protocols

Learning and Awareness

All staff will receive training on identifying and handling vulnerable customers as outlined in this policy, with regular refresher courses to ensure a consistent and empathetic approach.

Experts from the Customer Experience Team will be available to provide guidance.

This policy will be reviewed regularly for effectiveness and compliance. Incidents involving vulnerable customers will be documented and used for improvement.