Accessibility and Vulnerability Policy
How we look after vulnerable customers
At Cuckoo, we believe everyone deserves equal access to our services- no matter their circumstances. We’re big believers that broadband should be easy for everyone, no matter who you are, or what your needs are. For these reasons, we are committed to treating all our customers with fairness, dignity and respect. If you need help for any reason, we’re here to provide support that works for you.
We also understand that personal circumstances can change quickly, so if you need us to adapt our services to meet your accessibility needs at any time, we’ll do our best to make this happen.
Who might need extra support?
You may need additional support if you experience:
- Physical disabilities
- Mental health conditions
- Sensory impairments (e.g. vision or hearing difficulties/loss)
- Age-related needs
- Communication difficulties
- Learning disabilities or cognitive impairments
- Serious or terminal illness
- Language barriers or low literacy
- Life events (e.g. bereavement, job loss, financial difficulty)
Identifying and responding to accessibility needs
When joining Cuckoo:
- Online: You can tick a box during sign-up to let us know if you have specific needs. One of our customer care team (who are all specially trained to deal with providing additional support) will follow up to understand a bit more about them, and how best we can support you. We will also confirm whether you are happy for your additional needs to be noted on your account or not.
- Phone: Our customer care team are trained to spot signs of vulnerability and will sensitively explore any additional support you may need. You’re also welcome to directly share any requirements or specific needs you have.
If your circumstances change
Already a Cuckoo customer? You can email (customercare@cuckoo.co) or call us (0330 912 9955) at any time, to let us know about any new or ongoing support needs. Cuckoo will work with you to provide the right help and support.
What we can do to help?
Cuckoo is committed to ensuring that all customers, particularly those who are disabled or vulnerable, can access our services and communications in a way that meets their needs.
In line with Ofcom’s General Conditions (including Conditions C1–C3, C5, and C6) and the Equality Act 2010, we provide key documents and communications (contract information and contract summaries, bills and billing information, and Ts&Cs) in alternative formats including audio, large print and braille. Where a customer requests such a format due to a disability or vulnerability, we will take all reasonable steps to provide it.
- For visually impaired customers: Our website is screen-reader friendly, and easy to navigate. Bills and important documents are available in braille, large print, or audio format, upon request (via email or phone).
- For customers with hearing or speech difficulties: We can turn written text into audio, or provide information in formats you prefer. We support access to the British Sign Language (BSL) interpreter service via their website www.999BSL.co.uk. Emergency services can also be contacted via text relay services.
- Website Accessibility: As part of our commitment to ensuring our website is accessible to all customers, we have designed it to be easily accessible and user-friendly. We recognise that some features- such as keyboard navigation, contrast settings, video captions, and other assistive technologies- are essential for many users.
While Cuckoo continues to actively work on enhancing our website accessibility, some features (like the ones listed above) are not yet in place. We want to assure customers that we take this seriously, and are prioritising these improvements.
In the meantime, if you need support using our digital services, or if you have any suggestions on how we can make our website easier to use, or you’d like more support, email (customercare@cuckoo.co) or call (0330 912 9955).
- Learning or communication difficulties: We simplify complex documents (like contracts or bills) into easy-to-understand formats. Just reach out and we’ll tailor the communication to suit your needs.
- Mental health support: At Cuckoo, we understand that mental health issues is something that can affect any of us, at any time. If your mental health makes it hard to manage your account or engage with us, let us know (via our customer care email address or phone number); we’ll adapt our approach and offer additional support where needed.
- Third-Party Support and Power of Attorney: You can nominate a trusted person- such as a friend, family member, or carer- to manage your account or communicate on your behalf. For full account management rights, see our Power of Attorney and Third-Party Management policy.
- Priority Fault Repair: If you depend on your broadband due to a medical condition or disability, you may be eligible for priority fault repair services. Cuckoo is committed to ensuring swift resolution of service faults. While we do not have a formal priority fault repair scheme in place, it is a development we are actively working towards implementing soon. In the meantime, if any vulnerable customer experiences an urgent fault or service issue, we encourage them to contact our customer care team by phone (0330 912 9955) or email (customercare@cuckoo.co). We will do everything reasonably possible to prioritise and address any concerns promptly.
- Payment Difficulties: Cuckoo understands that life can be unpredictable. If you’re struggling to pay your bill, we’ll work with you to find a manageable solution. Please don’t hesitate to reach out to us (via our customer care email address or phone number).
- Directory Enquiries: If a disability makes it hard to look up numbers, use can use BT Directory Assistance on 195, free of charge.
- Follow-Up Communications: After speaking with Cuckoo, we can send a written summary confirming agreed actions, or purchases for your reference.
Our commitments to you
- Fairness & Transparency: No jargon, no hidden fees- just clear, honest communication.
- Data Protection: Your information is handled securely, in line with our Privacy policy. Cuckoo will occasionally check details with you, to keep things accurate and up to date.
- Staff Training: As previously mentioned, our customer care team are trained to identify and support vulnerable customers sensitively and effectively.
- Flexibility: At Cuckoo, we give our customers choices, so that you can make the right decision for you, that best supports your accessibility needs and situation.
- Review and Improvement: We regularly review this policy, to stay aligned with best practice, and we also engage with customer feedback. Although Cuckoo does not have any formal affiliations or partnerships with third-party organisations, we do engage with organisations such as Age UK and National Debt Helpline (to name a few) to ensure we can provide additional information, and support to customers who may need it. Where appropriate, we will signpost or direct customers to these organisations for specialist advice and assistance.
Your rights
Cuckoo are proud to follow Ofcom’s guidance on supporting vulnerable customers; that means putting the needs of all our customers at the heart of everything we do.
Getting in touch
If your broadband isn’t working as well as it should, your tech needs fixing, you need extra support, or want to talk to someone about your needs, you can:
· Email: customercare@cuckoo.co
· Call us: 0330 912 9955
· Write to us: Cuckoo Fibre Ltd, Milford House, Pynes Hill, Exeter, EX2 5A2
Power of Attorney & Third-Party Account Management
You can ask a family member, trusted friend or carer to speak to us about your account for you. They can even manage paying your bill for you and get any copies they need to. To set this up, email us at customercare@cuckoo.co or give us a ring on 0330 912 9955.
For more info on this, please see our Power of Attorney and Third Party Account Management Policy.