1 reviews | Active since Jun 2017
Not Disability Friendly
I am hearing impaired and attempted to query an existing contract. Despite your company publicly claiming to offer accessible customer service, I was unable to find any functional email address or written communication channel through which to raise my query. I was repeatedly directed toward telephonic communication or the usueless tobi bot, which is not an accessible option for me.
This effectively excludes customers with hearing impairments and directly contradicts your stated commitments to accessibility and inclusive service. Requiring customers to use voice calls when alternative written channels are neither clearly provided nor functional places an unreasonable and discriminatory barrier in the way of resolving contractual matters.
I have since double-checked my account details and can confirm that my hearing impairment is correctly registered on your system. This makes the continued absence of a written response, and the lack of any accessible communication channel, particularly concerning.
The casual and dismissive manner in which this matter has been handled is frankly insulting. If this is the experience faced by a customer with a registered hearing impairment who is actively attempting to engage through appropriate channels, I can only imagine the barriers faced by customers with more severe impairments who are simply trying to access basic services.
Accessibility is not a courtesy, nor is it optional. It is a fundamental requirement. Your failure to respond in writing, despite being fully aware of my impairment, reflects a systemic disregard for inclusive service delivery.
I have since double-checked my account details and can confirm that my hearing impairment is correctly registered on your system. This makes the continued absence of a written response, and the lack of any accessible communication channel, particularly concerning.
The casual and dismissive manner in which this matter has been handled is frankly insulting. If this is the experience faced by a customer with a registered hearing impairment who is actively attempting to engage through appropriate channels, I can only imagine the barriers faced by customers with more severe impairments who are simply trying to access basic services.
Accessibility is not a courtesy, nor is it optional. It is a fundamental requirement. Your failure to respond in writing, despite being fully aware of my impairment, reflects a systemic disregard for inclusive service delivery.