Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service.
(ISO 22458:2022, IDT)
This document specifies requirements and guidelines for organizations on how to design and deliver fair, flexible and inclusive services that will increase positive outcomes for consumers in vulnerable situations and minimize the risk of consumer harm. It covers organizational culture and strategy, inclusive design and how to identify and respond to consumer vunerability.
It is applicable to any organization that provides services, including service-related products, to consumers, regardless of location or size.
