Protecting access to emergency organisations when there is a power cut at the customer’s premises: Guidance on General Condition A3.2(b)

OFCOM published the above guidance note to telecommunication providers in October 2018. It makes particular reference to "the need to protect those customers who are reliant on their landline such as those without access to a mobile or reliable indoor mobile coverage, or who are housebound or have a greater need to call emergency organisations due to their circumstances" (para 1.8) - effectively their defintion of 'vulnerable'.

OFCOM sets out the following four principles in para 1.9:

1. Providers should have at least one solution available that enables access to emergency organisations for a minimum of one hour in the event of a power outage in the premises;

2. The solution should be suitable for customers’ needs and should be offered free of charge to those who are at risk as they are dependent on their landline;

3. Providers should i) take steps to identify at risk customers and ii) engage in effective communications to ensure all customers understand the risk and eligibility criteria and can request the protection solution; and

4. Providers should have a process to ensure that customers who move to a new house or whose circumstances change in some other way are aware of the risk and protection solution available.

The full guidance is available in Annex 1 of the source document.