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BS 18477 and the new ISO 22458

Guidance to help organisations identify consumer vulnerability and meet the needs of affected customers

BS 18477: Inclusive service provision. Requirements for identifying and responding to consumer vulnerability helped organisations to identify and meet the needs of vulnerable customers.

In 2022, a new international standard, BS ISO 22458: Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service was published, developed from this ground-breaking British standard. In line with the standard, the British Standards Institution has introduced the BSI Kitemark for inclusive service to help organisations demonstrate their commitment to vulnerable consumers.

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