1. Policy Overview

1.1    Audra Solutions Limited is dedicated to recognizing the needs and preferences of clients who are vulnerable or have accessibility concerns. Our goal is to respond to these demands by removing or preventing the creation of such barriers in the first place.

1.2    Audra Solutions Limited has incorporated the social model of disability, which we also use to comprehend consumers who are vulnerable. This indicates that we must:
a. Examine how the world we live in affects an individual's ability to be themselves.

b. Consider the impact of the situation or circumstance on our products and services, rather than the condition or circumstance itself.

c. Constantly challenge ourselves to identify and remove impediments to personal choice and a memorable customer experience.

d. Make no assumptions about a person's impairment or vulnerability. These are frequently not visible, and they can be acquired, transient, or situational. Not all disabled persons are at risk.
1.3    Vulnerability manifests itself in several ways. It can be permanent or transitory, continuous or intermittent. Many persons in sensitive situations may not consider themselves to be 'vulnerable,' and two people experiencing the same problem or event may interpret their level of vulnerability very differently.

1.4    Audra Solutions Limited acknowledges that poor business practices can increase the consequences of vulnerability or create hurdles for impaired clients.  We strive to mitigate this at every level of a customer's interaction with us, from engaging with our marketing and joining us to accessing, utilizing, and paying for our service.

1.5    We are committed to ensuring that our rules and practices assist in identifying vulnerable consumers and protecting them from harm.
1.6    Audra Solutions Limited is so committed to altering our workplace, procedures, and processes in order to improve how we help impaired clients and consumers in vulnerable situations.  This suggests we want to:
   a. Create inclusive products, services, and processes

   b. Give our employees the confidence and skills they need to remove barriers for disabled or vulnerable people

   c. Engage our disabled customers and, in collaboration with external experts and organizations such as the Ofcom Consumer Panel, ensure we are up to date on disability and vulnerability issues

   d. Provide access to services that remove barriers to accessing our products and services

   e. Make certain that policies and procedures are in place to protect vulnerable clients.

1.7    This policy outlines our attitude to assisting disabled and vulnerable consumers, as well as the services we give to remove and protect them.

1.8     In addition to our ongoing efforts to ensure that our products are inclusive, engaging with relevant stakeholders, and acting on specific feedback to implement appropriate improvements, we commit to reviewing our policies and procedures on an annual basis to ensure that they remain effective and provide the appropriate support.

2. Identifying our customers’ needs

2.1    We are committed to ensuring that vulnerable and handicapped clients are treated fairly and appropriately.

2.2    Our sales and support professionals are educated to identify and assist people's accessibility and vulnerability needs, ensuring that we fulfill the needs of existing and future clients.

2.3    When joining Audra Solutions Limited, we urge customers who have unique accessibility needs or are in circumstances that may put them at risk to tell the Audra Solutions Limited workers with whom they are interacting. Age, physical or learning impairment, physical or mental disease, limited literacy, communication issues, or grief are all examples of vulnerability. These requirements will be documented in our systems, ensuring that all staff are informed and may take appropriate action as necessary.

2.4    Our customer care agents can modify this status at any moment during a client's tenure with Audra Solutions Limited to reflect any changes to the accessibility requirement or vulnerability. This can be accomplished by contacting us using any of the methods listed in the 'Contact Us' section of this policy.

2.5    We understand how tough grieving can be.  Our whole crew receives training to assist bereaved consumers.  On a customer's request, our staff will assist in making necessary adjustments to a customer's account or managing the termination of an account. Customers can contact us via any of the methods listed in the 'Contact Us' section to speak with a member of the team.  Alternatively, if the account holder has died and another member of the household wishes to end the account or transfer the current account into their own or another person's name without making any modifications, they can download and email our Bereavement form to us.

2.6 We may also encourage customers to seek help and support from external services that offer professional advice, such as helplines for financial assistance, advice and support for disabled people and their families, and unpaid carers, depending on their personal circumstances at the time they contact us.

3. Joining our service

3.1    Personal information
3.1.1       We take the security of our customers' information extremely seriously at Audra Solutions Limited. We achieve this in part by following to the rules of UK data protection legislation, which is part of the General Data Protection Regulation (GDPR)

3.1.2       The Audra Solutions Limited privacy policy details how, when and why personal data is used. The privacy policy can be found here 

3.1.3       Customers can manage their marketing settings at any time by logging onto 'MyAccount' or calling us.

3.2    To satisfy the demands of our consumers, we use several communication mediums. Except for commercial and urgent communications, all messages will be sent in the format you specify. As a result, you'll continue to get email or text alerts about your remaining mobile data allotment or a scheduled engineer visit, for example.

3.2.1       Customers may see their bills and adjust their accounts online at any time.

3.2.2       Large print - For people who struggle to see small print, we can provide your communication in size 30 type on normal white or colorful paper alternatives, such as light green, pale blue, red, yellow, or pink paper.

3.2.3       Braille - For clients who are blind or visually challenged, we may provide communication in Braille grade 2.

3.2.4       We may transmit your communication on a CD with audio and data tracks. This disk is compatible with most normal CD and DVD devices, as well as several game consoles. To play the CD's rich text format version of the document, listen to the songs on the CD or use a screen reader or file viewer program.

3.3    Contracts and communication pertaining to accounts

3.3.1       We can supply our contracts and terms & conditions in one of the above-mentioned accessible forms.

5. Using our Broadband

We are attempting to improve the compatibility of our websites with assistive technology such as screen magnifiers and speech recognition software.

6. Contact us

AUDRA SOLUTIONS LIMITED
335 City Road, London, United Kingdom, EC1V 1LJ
Hotline: +442074863072
Email: [email protected]