Vulnerable Customer & Accessibility Policy
At AnyLead Ltd t/a Orbus UK ("Orbus UK," "we," "us," or "our"), we believe in making broadband accessible and easy for everyone, regardless of individual circumstances or needs. We are committed to supporting our vulnerable customers and ensuring our services are fully accessible.
Supporting Vulnerable Customers
We recognise that some customers may require additional support due to various factors, including age, communication challenges, disabilities, learning difficulties, or mental or physical health issues. Our goal is to offer a tailored experience that meets your specific needs, ensuring a supportive, inclusive approach. We also understand that circumstances can change quickly, and we will do our best to adapt our services whenever necessary.
This list is not exhaustive, and we will consider any other factors that may require us to provide additional support.
When You Join Orbus UK
Signing Up Online
When you sign up online, you will have the option to indicate if you have any specific needs or requirements. This will prompt our Customer Care team to get in touch to understand your needs better and how we can support you.
Already a Customer?
If you are already an Orbus UK customer and need additional support, please reach out by emailing us at customercare@orbus.uk. We are here to help.
Accessibility of Our Website
Our website is designed to be user-friendly and screen-reader compatible, making it easier to navigate for customers using assistive technologies. We are constantly working on ways to make our site even more accessible. If you have any suggestions for improvements or need additional assistance, please email us at customercare@orbus.uk.
Additional Support Options
Learning or Communication Difficulties
If you have difficulty understanding documents like your contract or bill, we can simplify the information for you in clear, straightforward language or provide an alternative, more accessible format. Please email us at customercare@orbus.uk if you need this service.
Mental Health Support
Mental health can impact anyone at any time. If managing your account is challenging due to mental health concerns, we’re here to support you. Please email us at customercare@orbus.uk, and we’ll work to make things as easy as possible for you.
Power of Attorney & Third-Party Account Management
If you would like a trusted family member, friend, or carer to assist with your account, they can speak with us on your behalf. They can manage payments, receive copies of bills, and help you keep track of your account. To set this up, please email customercare@orbus.uk. For more details, please refer to our Power of Attorney and Third-Party Account Management Policy.
Financial Support
If you’re struggling to pay your bill, we want to help. Please contact us at customercare@orbus.uk, and we will work with you to find a solution.
Free Directory Enquiries
If a disability makes it difficult to look up telephone numbers, you can receive assistance by calling BT Directory Assistance on 195.
After Your Call
If you have discussed any specific broadband packages or agreed on changes with our Customer Care team, we can follow up with written confirmation to ensure you have all the details in writing.
Your Rights
At Orbus UK, we are committed to treating every customer fairly, in line with Ofcom’s guidelines on supporting vulnerable customers. This means:
- Transparency: We provide clear, honest communication, free from hidden fees or jargon.
- Security: Your information is secure with us and protected according to our Privacy Policy. Periodically, we may contact you to ensure your details are up to date.
- Choice: We give you options so you can make informed decisions that best support your needs.
Contact Us
If you have questions, feedback, or would like to discuss any aspect of this policy, please reach out to us at customercare@orbus.uk. We’re here to help ensure that your experience with Orbus UK meets your unique needs.