Vulnerable Customer Policy

At AR Connected, we are committed to treating every customer with fairness, dignity and respect. Many people who use our alarms are elderly, have health conditions, live alone, or face temporary challenges. This policy ensures that our services never disadvantage vulnerable customers and that additional care is provided whenever needed.

Our priority is always safety, clarity and protection.

A vulnerable customer is anyone who, due to personal circumstances, may require additional support to understand information, make decisions, or use our services safely.

• Permanent – long-term health conditions, disabilities, cognitive decline
• Temporary – illness, bereavement, injury, stress, financial difficulty
• Situational – working alone, language barriers, unfamiliarity with technology

We never judge or discriminate. Vulnerability simply helps us understand how best to support you.

• Difficulty understanding information
• Repeated questions or uncertainty
• Confusion about contracts or pricing
• Trouble communicating due to health or language barriers
• Customer disclosure of health, emotional or financial issues
• Signs of distress during emergency calls
• Information provided by carers, family or emergency contacts

Communication

• Speak clearly and calmly
• Use plain English with no jargon
• Repeat or rephrase information when needed
• Allow extra time during conversations

Decision Support

• Encourage involvement of a family member, carer or trusted advocate
• Offer extra time before making any decision
• Avoid pressure or urgency
• Clearly explain costs, responsibilities and device usage

Service Safety

• Review your details regularly to ensure emergency contacts and medical information are correct
• Tailor the setup to your needs, abilities and living situation
• Prioritise your safety above commercial considerations

Accessibility

• Provide information in large print upon request
• Offer alternative communication methods

• Clear instructions for device use in the field
• Extra emphasis on GPS accuracy and emergency access notes
• Rapid response protocols for workplace incidents
• Support in understanding how alerts escalate
• Regular checks to ensure equipment is functioning and charged

• Contact emergency services immediately
• Notify your emergency contacts
• Stay on the line until help arrives
• Document the incident for safety and legal accuracy
• Escalate the issue internally following safeguarding procedures

Customer safety always comes before sales or administrative processes.

• Identifying vulnerable customers
• Communicating clearly and respectfully
• Safeguarding principles
• Handling distress, confusion or emotional calls
• Data protection and confidentiality
• Emergency escalation pathways

• Provide clearer explanations of costs
• Offer time to review options
• Suggest pausing or adjusting the service where appropriate
• Ensure no customer agrees to a service they do not fully understand

If you believe you may require extra support, please let us know. You can also ask us to record a family member or carer who can help with decisions.