Measures to Meet the Needs of Vulnerable Consumers and End-Users with Disabilities

Effective Date: 1st January 2024
Version: 1.0
Applies to: All services provided under Uptime Allies, a trading name of The Cent.re Group Limited
Regulatory Reference: Ofcom General Conditions – C5.8–C5.11 and C6

1. Purpose

This document outlines Uptime Allies’ compliance with Ofcom’s General Conditions in relation to vulnerable consumers and end-users with disabilities. We meet our regulatory obligations as required, while maintaining consistent service standards across our customer base.

2. Vulnerable Consumers – Minimum Regulatory Compliance

In accordance with Ofcom General Condition C5.8–C5.11:

• We ensure that our policies and practices do not unfairly discriminate against consumers considered vulnerable.
• Vulnerability includes conditions or life events that may affect a person’s ability to manage services or make informed decisions.
• We do not offer enhanced processes or dedicated support, but we handle all service and billing queries respectfully and lawfully.
• Where a customer discloses a relevant condition, we will record it on their account for internal reference.

3. End-Users with Disabilities – Minimum Accessibility Measures

In line with Ofcom General Condition C6:

• We do not provide alternative formats (e.g., Braille or audio) unless legally required.
• All communications are provided via our standard contact methods: email and website.
• We support access via text relay or equivalent service where legally obligated.
• Our website is built for general accessibility and usability; specific requests under the Equality Act 2010 will be reviewed case-by-case.

4. Contact and Account Management

Customers wishing to notify us of a relevant condition or request support should contact us via standard methods. Third-party account access is only permitted with written authority.

Contact:
Email: support@uptimeallies.uk
Website: uptimeallies.uk

5. Review and Governance

This policy is reviewed periodically to ensure compliance with Ofcom regulations. No support features beyond legal requirements will be implemented unless regulations change.

6. Compliance Summary

Ofcom Condition	Requirement	Implementation
C5.8 – C5.11	Treat vulnerable consumers fairly	Basic internal handling; no special services offered
C6	Ensure accessibility for disabled end-users	Relay services available on request; minimal website accessibility considered
Equality Act 2010	Reasonable adjustments when legally required	Only reactive, upon formal request