Help Centre

Vulnerability Policy

Here at Zzoomm Full Fibre broadband we regard the circumstances of our customers and the responsibilities we hold as a service provider at the core of everything we do. This includes those who are considered vulnerable in society. We have continued to emphasise the importance of Inclusion for all our staff through learning and development programmes. Those who are interacting with customers are inducted to understand the needs of the diverse communities we connect and serve. They are provided with the tools and guidance enabling them to support customers in an appropriate, fair, and respectful manner

Zzoomm is committed to treating all customers fairly and with respect, including those customers who might be in vulnerable situations.

In life we face many challenges, and sometimes we might face situations that may make us vulnerable. We currently define this as:

  • Physical 
  • Cognitive
  • Financial 
  • Mental 

Here at Zzoomm we understand that these situations may be temporary or long term, but that our customers may require additional help or support in these situations.

We recognise that businesses can exacerbate the effects of vulnerability or create barriers for disabled and vulnerable customers through poor practices. We seek to mitigate this at each stage a customer interacts with us. Whether that be when we engage with consumers through marketing and sales, or when they become a customer and access, use, and pay for our service.

We also acknowledge the pressures some customers are facing due to the cost-of-living crisis, and we continue to support those struggling with keeping on top of payments. Zzoomm will always try to offer help and support to any of our customers who are faced with hardship, disability or who are vulnerable. Our customer care team will be able to discuss any specific requirements with you if you make them known.  Please bear in mind that it’s not always easy for the team to recognise when one of our customers is in difficulty, so please do make them aware if you think you need some additional help and support.

If you are in a vulnerable situation or require extra help, please tell us, and one of our customer care team will note any additional needs on your account.

You can also give your permission for someone else to contact us on your behalf – please rest assured that any information you give us will be treated in the strictest confidence and in accordance with data protection law

Contact the Zzoomm Care team to communicate your requirements:

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