Accessibility

Vulnerable Customer Policy Statement

We are committed to treating all our customers fairly and with respect. This includes supporting customers when their circumstances make them vulnerable.

We understand that someone can be vulnerable for many different reasons, whether it's on a long-term basis such as a physical or learning disability, or difficulty in communicating; or on a temporary basis as a result of a life event such as a bereavement or loss of income.

Our friendly customer service team is trained to provide help and support to vulnerable customers. We'll always try to identify specific needs, but we won't always recognise if you're experiencing difficulties, so please let us know how we can help or if your circumstances change at any point.

We monitor the effectiveness of our vulnerable customer policy and procedures in a number of ways, including regular quality reviews of our customer services team and analysis of customer feedback and complaints. We continuously look for ways to improve our products and services for our vulnerable customers and welcome any feedback or suggestions you may have.

Contact Us

You can contact us:

• by calling 2732 from your Asda Mobile or 0800 006 2732 from any other phone (free of charge);
• by emailing us on asda.mobile@help.vodafone.co.uk
• by writing to us at [ASDA Mobile, ASDA House, South Bank, Great Wilson Street, Leeds LS11 5AD]
• via text relay (see below for details).

Once you’ve told us about your needs, with your permission we’ll put a ‘flag’ on your account, so you won’t need to tell us every time you contact us.

We are dedicated to making sure that our products and services are accessible to as many people as possible

The ways we can offer additional support include:

Directory Information

If you are unable to read or hold a phone directory because of sight loss or disability, then we have directory enquiry services available which you can access by calling 195 from your handset. To use these services, you must first register by calling 0800 587 0195. Calls to 195 and 0800 587 0195 are free of charge.

Text Relay Service

If you have difficulties hearing or speaking, the Relay UK text relay service allows you to simply type what you would like to say, and an assistant will relay the conversation in real-time for you. A trained BT relay assistant will read out your message to the person you are calling and type out their reply which you can read. You can use Relay UK through the Relay UK app or through a text phone. If you are using the app, you can connect to calls by selecting one of three options:

1. Type & Read,
2. Speak & Read or
3. Type & Hear.

For more information about how to use the service visit the Relay UK website.

British Sign Language Emergency Video Relay Service (999 BSL)

999 BSL is the UK's first ever Emergency Video Relay Service that enables deaf British Sign Language (BSL) users to contact the emergency services through a BSL interpreter.

The 999 BSL app is available to download (iOS and Android) or you can access the service on their website.

This service is run by an external provider, Sign Language Interactions (SLI). For more information, please contact SLI or visit the 999 BSL website https://999bsl.co.uk/.

Emergency SMS (mobile only)

For hearing or speech impaired customers who need to contact the emergency services, text ‘register’ to 999 or 112 for access to emergency SMS. For more information visit RelayUK.

Financial Difficulty Support

We understand that sometimes, your circumstances change. If you’re worried about paying your bill, then you can get in touch with our Customer Services team free of charge via any of the contact methods listed under the "Vulnerable Customer Policy Statement" heading above.

Support is also available through our support partner StepChange if you need help of free, impartial debt advice services.

Support partner

StepChange offer a range of free advice, support and solutions, from budgeting to repayment plans. Their in-depth analysis of an individual’s financial circumstances takes full account of their situation and needs, helping them choose a realistic path out of debt.

Find support

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What do StepChange do?

No matter how large or small your debt problem is, StepChange can help, they’ll look at your financial situation and recommend debt solutions tailored to your circumstances.  All advice is confidential, they won’t share information about you, or tell anyone they’re helping you.

Making a difference

Hundreds of thousands of people speak to StepChange every year. Some are at crisis point and many don't see a way out. They don't judge people, they just provide the support, guidance, flexibility and solutions that are needed to deal with debt. Whatever your situation they’ll look for practical solutions to make your life better.

Health Check

If you’re worried about money you’re not alone. Asda Mobile is working with StepChange to help you access free debt advice and support. Take the free Financial Health Check to find out how StepChange could help you. It’s quick and easy to complete, and will give you a personalised recommendation on what to do next.

Health Check

Power of Attorney

A power of attorney is a legal document that allows a chosen person to make decisions for you, or act on your behalf. If you have appointed or have become a power of attorney, please get in touch so we can update your account. We’ll ask you to send us a copy of your power of attorney document so the correct access to the account can be put in place.

Bereavement

If you have suffered a bereavement, please contact us free of charge via any of the contact methods listed under the "Vulnerable Customer Policy Statement" heading above and we will support you as best we can.

Communications in Accessible or Alternative formats

If you need your communications in an alternative format, you can request this by contacting us free of charge via any of the contact methods listed above.

AccessiBe

We’ve partnered with accessiBe to ensure our website meets the standards of ADA, AODE, EAA, WCAG and more.

All content added to our site is rigorously and frequently tested and reviewed to certify that it meets our AA standards.

The entire Asda Mobile site is reviewed regularly to ensure that we’re keeping up with the highest standards of accessibility and various enhanced accessibility checks take place including:

• Seizure safe
• Visually impaired use
• ADHD friendly
• Cognitive disability
• Keyboard navigation (motor)
• Blind users (screen reader)

There are also options that allow content, colour and orientation to be adjusted, depending on the user’s needs. Look for the pink button towards the bottom left of your browser.

Jargon-busting

Full acronyms and complicated lingo, we know that the world of mobile phone jargon can be confusing. As big believers in plain-talking, we’re here to make it a little clearer.

Figuring out the fine print is important. It means you can make the right decisions for your mobile phone needs. To make this easier, we’ve created a super handy guide of mobile phone terminology to help explain any confusing jargon.