DISABILITY AND THE EQUALITY ACT 2010

[DFOWLER1953]

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

[XRaySpeX]

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.

[DFOWLER1953]

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. 

[Leanne_T]

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.

[DFOWLER1953]

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

[Leanne_T]

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.

[DFOWLER1953]

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!]

[DFOWLER1953]

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?

[James_B]

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

[DFOWLER1953]

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!]