Nobodyleft behind.
How Giant supports customers in vulnerable circumstances.
Our regulatory baseline is Ofcom General Condition C5 — the rules every UK comms provider must follow. This page sets out everything we do on top of those minimums: battery back-up, priority repair, alternative-format documents, accessible support, and a no-questions-asked exit policy if circumstances change. The PSTN switch-off page covers why BBU matters now, and the accessibility statement covers our digital-side commitments.
The regulatory baseline. Plus what we do on top.
UK providers must offer vulnerable-customer protections by law. Everything below is what those minimums look like in practice at Giant — and where we go further (the BBU under GC C5 is the headline).
Six protections, no extra cost.
Every one of these applies the moment you're registered as a vulnerable customer. No paperwork, no committees, no proving anything beyond a quick conversation.
Battery Back-Up Unit (Ofcom GC C5)
The Battery Back-Up Unit (BBU) is optional. Vulnerable customers on a digital phone (VoIP) can request one under Ofcom General Condition C5 — it keeps the phone working in a power cut for around 8 hours of standby / 4 hours of talk-time. Just tell us you'd like one at order time, or any time after.
Priority repair + install
Faults reported by a registered vulnerable customer are flagged in our ticketing system and prioritised over standard tickets. Where Openreach engineers are involved (FTTC / FTTP cease + restore), we book the first available slot rather than the next-in-queue one.
Alternative-format documents
Bills, contracts, terms, and our annual customer-rights summary in large print, BSL video, plain-text email, screen-reader-friendly PDF, or coloured-overlay PDF on request. No charge, no fuss — email [email protected] and tell us what works for you.
Free exit on bereavement / hospitalisation
If you're cancelling because of a bereavement, terminal-illness diagnosis, hospitalisation lasting more than 28 days, or moving into long-term residential care, we waive all early-termination fees. We don't ask for documentary evidence beyond a short note from a family member, executor, or social worker.
Accessible support channels
Phone (UK English-speaking team), email, web chat, or 999 BSL video relay for d/Deaf customers (via the InterpretersNow app). Every channel reaches the same Liverpool team — no separate accessibility-only queue.
Power of attorney + nominated contacts
If you'd like a family member, carer, or social worker to be able to manage your account, just send us a copy of the Power of Attorney (or written authority signed by you) and we'll add them as an authorised contact. They can call us, change the plan, troubleshoot — same access as you.
If any of this sounds like you.
Ofcom's definition is deliberately broad — vulnerability isn't only physical disability. You don't need to fit a specific tickbox; if you'd benefit from any of the protections above, you qualify.
- You rely on the phone as your primary safety lifeline (no mobile, no neighbour to ring)
- You use a telecare alarm pendant, medical pendant, or similar dialler
- You have a long-term physical or mental health condition that affects your ability to use the service
- You have a visual or hearing impairment that needs alternative-format docs or BSL relay
- You're financially vulnerable (e.g. on Universal Credit, Pension Credit, ESA, or experiencing fuel poverty)
- You've recently been bereaved, or you're caring for someone who has
- English isn't your first language and you'd find written communication difficult
Not sure? If you think any protection here would help — yours or someone you care for — register. We don't audit eligibility; we don't ask for medical proof; we don't share the flag externally. It's a one-way door that we open at your word.
Four steps, five minutes.
- Step 01
Tell us once
Email [email protected], ring 0330 043 0056, or tell us at order time. One sentence is enough — "I'd like to register as a vulnerable customer" or "I have a hearing impairment" or "my elderly mother is the bill payer".
- Step 02
We flag the account
Our system gets an internal flag. You'll see no change on the bill or in any public-facing record. The flag means our support team and our network operations team see your status when they look at your account.
- Step 03
We deliver what's needed
BBU posted out (where applicable), document formats updated, authorised contact added, priority repair flag set. Nothing else changes — same plan, same price, same number.
- Step 04
Review whenever you want
Add or remove flags any time. Tell us if circumstances change. We re-check the BBU is healthy at every annual renewal.
Just ring us or email [email protected].
No forms. A two-minute conversation with the UK team sets the flag, books a BBU if needed, and adds any authorised contacts. We confirm by email or post — your preference.
Other places to get help.
If you'd rather talk to someone outside Giant, or you need help we can't directly provide, here are the regulators and charities we work with.
- Ofcom — General Condition C5 ↗The Ofcom regulatory baseline for vulnerable-customer protections every UK provider must meet.
- Communications Ombudsman ↗Independent alternative dispute resolution if you've raised a complaint with us and we haven't fixed it in 8 weeks.
- RNIB / RNID / Scope ↗Charity helplines for visual, hearing, and disability-related comms support. We can refer customers on request.
- InterpretersNow (999 BSL) ↗Free BSL video relay app for emergency 999 calls. Works on any UK mobile network or WiFi.
Want it actioned today?
One phone call. We'll register the flag, book the BBU if you need one, and confirm by your preferred method. The Liverpool team picks up in three rings.