Greater Anglia, has been recognised for its work to protect customers when they are in vulnerable situations.
The organisation has been certified to the BSI Kitemark for inclusive service, proving compliance with ISO 22458, which demonstrates how organisations develop and deliver transparent and flexible services that are inclusive to all users.
The certification includes the design and development of inclusive services, the organisation’s culture and tone, and how to spot and treat vulnerable customers or those with additional needs.
Assessors commended Greater Anglia for its safeguarding training and customer journey mapping. The operator was also noted as having passionate and friendly station staff and a good collaborative approach with other organisations, including British Transport Police.
As part of the assessment process, auditors visited stations, interviewed staff, and inspected the Greater Anglia and Stansted Express websites.
Matt Wakefield, head of safety, security & sustainability, Greater Anglia, said: “We are very pleased to be the first rail operator in the country to achieve the BSI Kitemark for Inclusive Service.
“The certification demonstrates through our people, policies and processes that we care about all of our customers, especially those who are in vulnerable circumstances or who need assistance when travelling with us.
“At Greater Anglia we are always looking to offer the best possible services to all of our customers, so it’s great to be recognised for our efforts.”
Victoria Brennan, global certification director – product certification, BSI said: “By putting protections in place for vulnerable consumers, organizations are taking meaningful steps toward a fairer and more equitable society. I am thrilled that Greater Anglia has achieved the BSI Kitemark for Inclusive Service, showcasing their commitment to providing an inclusive service for everyone.
“At BSI, we are delighted to celebrate Greater Anglia’s achievement as they benefit from a Kitemark certification that is already protecting millions of us across the British Isles.”
Image credit: Istockphoto.com/Yackers1
