The Consumer Council for Northern Ireland identified an urgent need for higher levels of protection to support consumers in vulnerable circumstances.
“The Kitemark™ for inclusive service enhances your control, building support chains and referrals through strong organizational relationships.”
Handling consumer affairs in energy, water, transport, postal, financial services, and food costs. For 1.9M citizens, it investigates complaints and offers advice via helpline, website, and outreach, advocating for consumers with research & insights.
During COVID-19, the organization shifted from strategic planning to immediate crisis support, with an influx of callers needing help. The types of vulnerabilities were expanding, affecting those not usually considered vulnerable and worsening situations for those already so. It identified the need for improved service levels to support increasing demands and legislature, which needed a robust framework. The Consumer Council also wished to encourage other service providers to gain certification to create a supportive, inclusive network system.
The organization initially achieved compliance to BS ISO 22458, followed by the BSI™ Kitemark for inclusive service in 2023. The resultant independent review clarified compliance and assurance. It provided an opportunity to disassemble current practices and reassess for independent assessment. Commitment to overall staff training was increased, alongside further protocol for crisis calls, and a consumer policy was put into place. Website accessibility was improved to demonstrate that the organization fully undertook its statutory role.
Displaying the BSI Kitemark demonstrates dedication to excellence and inclusivity to customers. The Consumer Council for Northern Ireland reported:
Improved linkage and partnership with other organizations to help create a warm handover.
Alongside improved services, there was an increase in brand protection and trust.
Insight was gained for the organization, with intelligent suggestions on evolving its service.
In-depth protocols were introduced, and improved staff training.
Public recognition through BSI Kitemark certification.
“The BSI Kitemark™ for inclusive service is an investment in your service provision. The external support and depths of scrutiny are invaluable.”
The BSI Kitemark is recognized by millions. Enable your business to stand out by adopting outstanding practices to support us when we’re vulnerable.
Support your most vulnerable customers with the Kitemark that puts people first.
