BT

Customers

The Age & disability team influence accessible product design across BT and work within local communities to improve access to communications for older and disabled people. During the launch of a new wave of products and services BT ensure these engage rather than exclude older and disabled people.TextDirect is a simple way of making and receiving calls between voice and textphone users. Typetalk enables people who are deaf or hearing impaired to make and receive calls to and from hearing people. It is run by the Royal National Institute for Deaf People and funded by BT. They also consult disabled people on key issues. The BT Disability User Panel, made up of BT people with an interest in disability, provides early feedback on the accessibility of new services.

Many older and disabled people do not have access to technology or find it difficult to use. BT are committed to helping these customers engage with technology. For example, the BT website includes information on broadband in British Sign Language. Also, work is being done with the National Library for the Blind to investigate how broadband can give disabled people greater online access to books. Disabled customers can use the BT 195 free directory enquiry service.

BT have an extensive range of 'Design for all' phones including the Big Button range and the BT Relate 3000. They currently supply the only rental textphone in the UK. The Age & Disability Action Team work directly with healthcare and independent living specialists across the UK to provide a unique product trial service, allowing older and disabled customers to find the right BT product for their needs.

All existing payphones have inductive couplers to assist people wearing compatible hearing aids. The latest range of text payphones also allow UK customers to send e-mails and SMS messages and some incorporate a textphone with access to BT TextDirect. They also offer services to protect the phone lines of vulnerable customers in relation to payment of bills and line faults, offering help for BT customers who need it such as those with disabilities.

BT ensures that their printed and on-line information easy to understand and use, providing bills, contracts and some service information in alternative formats such as Braille and large print. Their Age & Disability Action website provides clear information about their services and was awarded the RNIB's 'See it Right' Accessibility logo.

BT supported the production of new guidelines to ensure barrier free call routing systems for older and disabled customers. This guidance was produced by Employers' Forum on Disability and has been distributed to the members of the Customer Contact Centre.

BT CSR Report