Lesson 1 – What Customer Vulnerability Means

A vulnerable customer is someone whose personal circumstances may make it more difficult for them to:

1. Access a service;
2. Understand information;
3. Communicate effectively;
4. Evaluate available options;
5. Make or communicate a decision;
6. Manage documents or deadlines;
7. Protect their own interests;
8. Recognise misleading or unfair conduct; or
9. Cope with the demands of a property transaction.

Vulnerability does not have to arise from a medical condition or disability. It can arise from a customer’s circumstances, the complexity of the service or the way in which the service is delivered.

A customer may be capable, experienced and independent in most areas of life but still require additional support during a particular property transaction.

Example

A landlord who has managed properties successfully for many years may become vulnerable following a serious illness. The landlord may temporarily find it difficult to respond to emails, understand detailed documents or make decisions within normal timescales.

Key principle

Vulnerability is not a fixed label. It describes circumstances that may affect how a person accesses, understands or uses a service.