topic Re: DISABILITY AND THE EQUALITY ACT 2010 in EE app and website

DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Sat, 08 Oct 2022 14:00:59 GMT

Who within EE deals with disability and the Equality Act 2010 and how does someone with a disability -not just deafness or blindness- contact them? They cannot ignore it and they cannot delegate to a forum. Thanks

Re: DISABILITY AND THE EQUALITY ACT 2010

XRaySpeX — Sat, 08 Oct 2022 14:07:55 GMT

Look at the link Accessibility at foot of this page.

Nowt is delegated to this forum. This is simply a peer-to-peer community of users offering advice to others & in no usurps the responsibilities of EE.

Re: DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Sat, 08 Oct 2022 14:25:50 GMT

Thanks XRaySpex,

chap in EE cust services could not answer so suggested i post in forum and an EE staffer would answer?

EEs accessibility statement is about website accessibility not the Equality Act 2010.

This is about how EE communicate with and provide services to disabled people. And how disabled people communicate with EE. Various posts over time eg telling a deaf chap to phone or non-driving dp told to get driving licence.

Re: DISABILITY AND THE EQUALITY ACT 2010

Leanne_T — Sat, 08 Oct 2022 14:31:10 GMT

Hi there @DFOWLER1953

Thanks for coming to the community.

You can find information in our Digital for All | How we help if you have a disability, support page.

Do you have a query we can help with on the community?

Leanne.

Re: DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Sat, 08 Oct 2022 15:10:33 GMT

Thanks Leanne, we are getting there!

i had read that but all i can see is BSL and NG Text- Relay or am i missing something please?

This is about what dps need and can do, not what EE choose to offer to some dps they identify. Accessible Formats. Half a well done to EE with BSL but how does someone have a 'conversation' with EE using BSL [check Lloyds bank]; how to email EE [check DWP] ?

Question I asked was Who within EE deals with disability and the Equality Act 2010 and how does someone with a disability -not just deafness or blindness- contact them?

many thanks rf

Re: DISABILITY AND THE EQUALITY ACT 2010

Leanne_T — Sat, 08 Oct 2022 15:59:32 GMT

Hi @DFOWLER1953

Vulnerability can take many forms and can have an impact on our customers in a variety of ways across the whole lifecycle, so from initial sale to in-life servicing and departure. Customers can find themselves in vulnerable situations that are temporary or longer term in nature that can result in different customer needs. We therefore have a range of measures that we can use to help our customers with their individual needs. Our advisors are trained regularly on how to assist our vulnerable customers to ensure that they feel fully supported whenever they need to get in touch with us.

We have an online form that our customers can use to register their disability with us. In that form, customers can select how they would prefer for us to get in touch with them – whether that be a call, text, email or us calling someone on their behalf.

If a customer would like to contact us through our BSL service, they can set up a video call here: Hearing support | Our Company | EE

If a customer is not able to call us, they can still receive help from our EE Community Forum, our Social Media pages, or if available our messaging service on the Contact us page.

You can view all of our extra support options here Extra support | Our Company.

Leanne.

Re: DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Mon, 17 Oct 2022 10:38:11 GMT

Thanks Leanne,

i created this post not only for myself and a disability network [some with EE] but so that other dps searching this forum could contact the right person in whatever way they can manage without being passed around or fobbed off. So this is about how DPs contact the right EE person who knows the Equality Act 2010 and can feed this through to staff to deal with specifics? How many EE staff are EQA -trained and can agree 'reasonable adjustments'? Can we please not continue 'going around the houses''?

Well done to EE and the RNID for being up to date on BSL -British Sign Language!

Sorry but the rest seems outdated and does not answer the question. I re-read the links. The disability registration form seems to be about getting priority repairs under the 1970 CSDP Act, requires a declaration now considered inappropriate and covers how EE contact the dp, not how the dp contacts EE.

Another form has vanished and somewhere the accessible format offered is 'audio tape'.

xxxxxxx xxxxxx

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Mon, 10 Oct 2022 08:24:51 GMT

Just an update on this sorry saga. None of this is adequate so i tried to lodge a complaint with EE via the webform mentioned in these exchanges. this required the account number. however i have never been able to open the account/billing link on my phone and a couple of days ago i got EE to switch to emailing the link but nothing has appeared yet.

so i rang EE to get the account number to fill in the form. unfortunately i 'failed security' because -you guessed it -i needed billing information which i have not seen. i have now been told that the 'account is blocked' and i have to travel 20 miles with photo id to a store. as i do not drive and only go to towns with EE shops for medical appointments this will not happen any time soon

any ideas for getting EE to sort this mess out pls?

Re: DISABILITY AND THE EQUALITY ACT 2010

James_B — Mon, 10 Oct 2022 16:28:55 GMT

Hi @DFOWLER1953,

I've sent you a private message. Please check your inbox and get back to me when you have a moment.

Thanks

James

Re: DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Tue, 11 Oct 2022 06:11:32 GMT

i am sorry i have no idea about private messages. pls email xxxxxxxxxxx@xxxxxxx.xxx

thanks rf

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Tue, 11 Oct 2022 02:32:56 GMT

i should mention that EE cust services gave me a discontinued email address which returned the following message

customerrelations@ee.co.uk

This email address is no longer being used.

Your email will NOT be answered from here.

Please CALL 150 from your handset or go onto MY EE to resolve your query.

Re: DISABILITY AND THE EQUALITY ACT 2010

XRaySpeX — Tue, 11 Oct 2022 03:47:37 GMT

Just click on the link in @James_B 's post to read and reply to your PMs.

Re: DISABILITY AND THE EQUALITY ACT 2010

DFOWLER1953 — Mon, 17 Oct 2022 08:41:44 GMT

re my previous question what is max size for a post pls?

and how to start new thread? this one is getting too cluttered to be clear.

at some future point - it may well mean involving OFCOM and the Information Commissioners Office -we will have a clear answer which will help disabled people and it needs to stand out

many thanks df

Re: DISABILITY AND THE EQUALITY ACT 2010

James_B — Mon, 17 Oct 2022 09:41:28 GMT

Hi @DFOWLER1953,

The maximum post size is limited to 20,000 characters.

Hope this helps.

James