The new ISO 22458 Standard defines responsibilities in section 4.3.2.

The Standard requires that clear responsibilities are defined to ensure the effective oversight and direction of the consumer vulnerability programme.

Clear policies to identify and handle consumer vulnerability shall be defined, with supporting processes and procedures put in place to underpin inclusive service.

Resource allocation is required.

Clear responsibility for collection of performance data to understand vulnerability risk factors in the customer base.

Staff awareness and training for effective consumer vulnerability identification is required.

Top management must be responsible for ensuring systems are in place with designated authorities to deal with complaints and concerns.

The Standard requires that staff within the organisation shall be clear as to whom they report to regarding consumer vulnerability.

Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and gained a master’s degree in Management Learning & Change from the University of Bristol. Marcus is registered under the BSI Associate Consultant programme.