Accessibility and Vulnerability Policy

Accessibility and Vulnerability Policy is committed to providing an excellent quality of service and dedicated to supporting customers who may require additional support


Our aim is to identify customers who may be vulnerable each time they interact with us and to ensure that they receive a consistent approach which considers their circumstances, meets their needs and delivers a great experience.

Whilst it is very difficult to define, Plan Communications Limited is likely to consider someone to be vulnerable when:

“Their personal circumstances and characteristics mean they are significantly more likely than a typical customer to suffer detriment in connection with how Plan Communications Limited deals with them, or where that detriment is likely to be more substantial”.

For the purposes of this policy we consider a vulnerable adult to be a person aged 18 or over who has:

We also understand that people can experience ‘temporary’ vulnerability due to bereavement, loss of income, accident or injury, for example. is committed to:

Trained support

At, we are working hard to ensure that vulnerable customers can access support from trained customer services advisers whom have the skills and knowledge needed to help.

Managing your account

If you have a trusted carer, friend or family member who has agreed to help you manage your account, please let us know by calling 03300 88 18 18 or emailing [email protected].

We will ask both parties to confirm some details and then we can make sure they are recorded as an Authorised User and they can be sent your bills, pay a bill for you and can be set up to act on your behalf.

Alternative Formats

We can provide your contract, mobile phone bill and more in Braille, large print or audio free of charge. If you'd like this service, please contact us using the details below.

Directory Enquiries

If you are unable to read or use a telephone directory due to illness or disability, you can apply for free directory assistance and information by calling BT Directory Assistance on 195.

Once you've registered and got your PIN, you'll be able to register with us.

Relay UK

Relay UK translates text to voice, and voice to text – ideal if you have difficulty hearing or speaking on the phone.

A trained relay assistant will read out your message to the person you’re calling, then type out their reply for you to read. You can use Relay UK through a textphone or the Relay UK app

To access this service please use the following link - or for further information around Text Relay please refer to Ofcom’s guide found here -

Emergency texting

EmergencySMS is a UK-wide service that lets deaf, hard of hearing, and speech-impaired people send a text message to 999 emergency services – police, ambulance, fire service or coastguard. It lets you text for help and to receive replies replied from the emergency services.

To use EmergencySMS, you must first register your mobile phone on the EmergencySMS website.

If you need any assistance in registering for this service, please contact us using the details below.


We understand that it is a very difficult time when a loved one passes away. That’s why we are training our staff to support bereaving customers and those who have been diagnosed with a terminal illness should want to talk about the account and how we can help.

The team are open Monday to Friday 7am–6pm and can be contacted using the details below.

Telephone Fault Priority Service

If you depend on your home phone for medical reasons, you may be eligible for our fault priority repair service.

This gives you priority support if a fault puts your phone line out of action or makes it difficult to make or receive calls.

To find out if you’re eligible for Telephone Fault Priority and to register for the service, please contact us using the details below


03300 88 18 18

[email protected]