What is BS ISO 22458?

Any organization that provides services to consumers can benefit from delivering inclusive services that increase positive outcomes for all, including those in vulnerable situations. BS ISO 22458 gives guidance on how to provide an inclusive service at all stages of service delivery, helping organizations to identify and support consumers in vulnerable situations and minimize the risk of consumer harm.

Learn more about how BS ISO 22458 works and how this standard could help your organization to improve inclusive service provision by downloading the flyer here.

You can also get an expert guide to understand BS ISO 22458 about the views and experiences of consumers in vulnerable situations by downloading the executive briefing. 

Who is BS ISO 22458 -Consumer vulnerability for?

BS ISO 22458 on consumer vulnerability can be used by any organization that provides services, including service-related products, to consumers, regardless of location or size. Typical users will be in utilities, especially energy and water, and also financial services and telecoms. Job titles include:

• Vulnerability delivery manager
• Social responsibility manager
• Social obligation manager
• Vulnerable consumers manager
• Inclusivity manager

What does BS ISO 22458 -Consumer vulnerability cover?

BS ISO 22458 on consumer vulnerability is the international standard that specifies requirements and guidelines for organizations on how to design and deliver fair, flexible and inclusive services that will increase positive outcomes for consumers in vulnerable situations and minimize the risk of consumer harm.

It covers organizational culture and strategy, inclusive design and how to identify and respond to consumer vulnerability.

NOTE 1: The term “services” refers to any service provided to consumers online or offline. Service sectors can include, for example, healthcare, leisure and entertainment, retail, energy, communication, financial services, travel and tourism, digital services, professions and trades. Service providers can include private or public organizations, charities, government agencies, local authorities of any size.

NOTE 2: It can be fair and reasonable, in some cases, for an inclusive service provider to limit access for individuals outside of the organization’s target audience, where the main objective is to protect consumers and prevent harm. For example, preventing children from accessing online gambling sites.

Why should you use BS ISO 22458 - Consumer vulnerability?

Adopting an inclusive service approach with BS ISO 22458 offers many potential benefits for organizations, including:

• An increased customer base, by making services accessible to a greater number of individuals
• Improved service provision for all customers irrespective of their vulnerability status
• Improvement in the quality of consumer interactions, thereby minimizing the risk of harm
• Reduced likelihood of problems and complaints, as a result of operating effectively and getting things right first time, leading to a reduced cost of complaints handling
• Improved customer satisfaction, building consumer trust and enhancing the organization’s reputation
• The ability to demonstrate ethical behaviour and social responsibility
• Strengthened staff loyalty and engagement by ensuring they feel valued, supported and confident in handling difficult situations
• Help achieving compliance with legal obligations related to fairness and equality, by following good practice in the fair treatment of consumers in vulnerable situations

In addition, use of the standard can bring more opportunities to enter new markets, the chance to develop organizational expertise in inclusive service delivery, increased efficiency and strengthened risk management.

BS ISO 22458 contributes to UN Sustainable Development Goal 8 on decent work and economic growth and Goal 10 on reduced inequalities. 

What’s new about BS ISO 22458 - Consumer vulnerability?

BS ISO 22458:2022 is a new standard. However, BS ISO 22458:2022 is based on an earlier British Standard BS 18477:2010 Inclusive service provision. Requirements for identifying and responding to consumer vulnerability, which will be withdrawn.