Disability Discrimination

[#1]

Quote from: shutter

dread of all dreads..... ring 118 500 (or similar) and ask for Plusnet Sheffield number.

Just how does Shutter expect a deaf person to use 118 500 ?
Has everyone lost the plot here   The OP asked the question about how DEAF people can make contact with the support desk without access to specialist support equipment?
Yes there is a general point about how the rest of us fully abled people might remember the call centre's number in the circumstances that we cannot get online to find the contact details.  However the specific point being made by the OP is that DEAF people cannot hear the droning automated answering service that the STANDARD number put one through to - this question has not been adequately addressed.
In case anyone is wondering, my son is profoundly deaf and also does not speak.  Internet and mobile phone texting is his social life line... access to public services is a constant challenge to him.  The serive pointed to by Kelly is fine solong as you've got a working internet connection (Text Phone on computer) but if not then you're sunk!

[#2]

thanks  \Townman  you are so far the only person to understand the post.
I repeat    plusnet are in breach of sec 3 of the Equality Act by not providing deaf people who do not have a text phone or screenphone
with a  simple mobile phone number so that in the event of  bb failure they can text plusnet.

NOTE  PLusnet unless you provide a mobile phone number  then The EqualityandHumanrights Commission will take legal action against you.
This is NOT a threat. It is their promise.

[#3]

Quote from: townman

Quote from: shutter dread of all dreads..... ring 118 500 (or similar) and ask for Plusnet Sheffield number. Just how does Shutter expect a deaf person to use 118 500 ?

shutter was responding to the previous posts (not necessarily to the original post)... shutter`s response was also "tongue in cheek"... as most of shutter`s "off the cuff" remarks are.
best wishes from
shutter.. 
jim:green quote fixed mod:end

[#4]

Can you link me to some details?  I've had a quick look at the Equality Act 2010 but couldn't see the bit you are referring to.
(http://www.legislation.gov.uk/ukpga/2010/15/contents

[#5]

Having read this thread with interest, and seeing the diverse solution ideas to the problem. I think that the solution is fairly simple and (i could be totally wrong on this. Please tell me if I am) I think that +net have the resources and facilities already available
Plusnet ARE using an SMS gateway at present to update customers about faults, successful card payments etc. Surely this also works in reverse as with such as facebook and the like.
I.E. if someones has entered their mobile number on their account details, then any messages to the SMS gateway from that mobile number is automatically raised as a support ticket on the users account.
Just my tuppence worth.

[#6]

Kerlly.   in the first place you should have had disability discrimination training from plusnet.


1.  in reference below look for section on online-and-telephone-services
2  The Disability Discrimination Act  sec 3  goods and services  sect 26 a/b/c

3.http://equalityhumanrights.com/advice-and-guidance/your-rights/disability/access-to-services

[#7]

Kelly    chris  adam    mand        bob    james-h      ben trimble.

Lets cut the crap and get to the chase.

You have procrastinated long enough on this issue, so I have now asked the EHRC to write to you and explain the position and to request that you include a sms mobile phone number on your web site.

If you fail to comply then believe me you will face  legal action from the EHRC.

                  your choice.  I am not goint to bother posting on this issue again. You have had your chances.

[#8]

Thisoldman
I agree with you wholeheartly with you, all businesses should cater for all their custolmers and I wish you well with the EHCR but unfortunately from my experience, it could prove counterproductive (I do not want say what will happen in case Plusnet implement my suggestion).
Plusnet should provide adequate help for their disabled customers and if they cannot afford it get either government or another source of incme for help.
Plusnet please provide thisoldman with the help he needs before things gets any worse.

[#9]

Your case could well fail as you have specified computer failure and bb fault. First I would say that PN are not responsible for any PC malfunction and secondly if it's a bb fault then you can still connect to the internet and handle the fault by dial up. The number is 0845 1400101 and you will find this in the your connections settings.
Now if it's a telephone fault and PN are the provider then you may have a case.

Quote from: thisoldman

If a deaf person's computer breaks down /or they have a bb fault  how do they contact you.

[#10]

Found this on that site:
http://www.equalityhumanrights.com/advice-and-guidance/guidance-for-service-users-pre-october-2010/s...

Quote

For example, if you are a customer with a hearing impairment, service providers offering phone-only services should consider providing you with textphone facilities, or offering services via another channel – such as allowing you to buy tickets online as well as over the phone.

Which we do support as pointed out earlier in the thread. 
We do accept mobile text messages but only as a reply to one we've sent already.  I'll investigate how that works to see if it can accept them without us initiating it.  You've definitely need to have provided the mobile number to us in advance though.

[#11]

We did look into allowing tickets to be raised from text messages initiated by the customer, however this threw up many issues that we couldn't find an obvious solution to.
For example, I have my mobile number on at least 7 different accounts (I am point of contact on a few family/friends accounts), if I send a text saying I have a fault which account does the system raise a ticket on?
As a side point, doesn't the Equality Act replace the DDA?

[#12]

Quote from: Mand

I have my mobile number on at least 7 different accounts (I am point of contact on a few family/friends accounts), if I send a text saying I have a fault which account does the system raise a ticket on?

That is one aspect that I didn't think of, My mobi number is on 2 accounts.
But even then the answer is fairly simple as demonstrated by quite a few of the local radio stations such as 'Dearne FM', 'Rother FM' and 'Lincs FM' who are all part of the same company group. They share an SMS gateway number and any texts to the radio station must have the station name as the first line of the text followed by the text body. Thus ensuring the correct routing of the message.
If the same or similar system was used by +net with the first line of the message being the customers username then the account association aspect would be solved. And if the originating phone number was used for a security check against the number held on the users account details.

[#13]

Even that isn't that simple, cos it's possible to have the same username numerous times (for example in the old days you could have the same username on Plusnet and on F9). Not saying it's not possible at all, just that it's not as easy as it seems.

[#14]

I'm sure there is enough brain power, or a quick Google that can bring in and install the kit pretty quickly?  
When this was first posted I was on the phone to Adam, and something that still hasn't been mentioned yet, and I'm sure if the WebDev team took note, there are some simple website items that could improve the site for everyone as well as improving website accessibility for folk, some of these free website checkers will pick up most W3C Web Accessibility Initiative albeit voluntary to comply, it does and will make the site more efficient, faster, and more accessible, so where is the harm!?  
However some are DDA enforceable by law, it would only take one person to complain and to bring a case forth. For a decent WebDev team, most could be cleared up in a few hours!  
Huge credit to thisoldman to have been in contact for guidance and compliance, but part of me can’t quite understand why it is the DCT folk who are trying to brain storm about this? Surely there is someone at Plusnet who can pick the phone up and say “we want deaf people to get in contact us with us now” – couple of weeks, a parcel, installation, sorted!
It shouldn’t be for the DC Team to decide or work out, the guys who installed the internal exchange and call handling and management system, would be the first one to talk to, it would really only be needed to go to one team like the DCT who could handle sales, faults, advice, support etc. Going to guess the purchasing department would be the ones to order it? Above them to authorise it? Ok, skipping the ins and outs of the politics and management of a call centre of an ISP........so come on, stop being confused, go to the CEO, might have a useful contact, might be useful, wow, a use for him quick!  
So stop flapping about, and come Monday, just get on with the job involved.
Right a link for the WebDev Team:
http://try.powermapper.com/demo/sortsite.aspx?gadget-api-key=f1c045d7-e797-41d5-b538-9004bba0b698&ur... (really isn't that hard, I'm guessing you don't in house proof read your code or check for compliances?
A link for the DCT guys & gals:
http://www.out-law.com/page-11059
http://www.textrelay.org/
http://consumers.ofcom.org.uk/2010/05/disabled-customers-and-call-centres/
....and Adam, a part of you should taking heart about this! Edit and added to say: Adam, did I not mention some of the above whilst on the phone to you after the comment from you saying there is some buzzing about after the post? Or something to that effect, my memory at times isn't great  but I do remember mentioning something to you, do hope you're back in work on Monday, and I still don't know why Mand didn't get my PM or respond....
Could have a BETA trial once it is running before it goes live  

[#15]

Quote from: idlewis

Thisoldman I agree with you wholeheartly with you, all businesses should cater for all their custolmers and I wish you well with the EHCR but unfortunately from my experience, it could prove counterproductive (I do not want say what will happen in case Plusnet implement my suggestion). Plusnet should provide adequate help for their disabled customers and if they cannot afford it get either government or another source of incme for help. Plusnet please provide thisoldman with the help he needs before things gets any worse.

Thisoldman has already taken as his personal crusade, upon reading the very first post in this thread you realise that it's no help that he wants but a chance to complain.  The fact that he used abusive language and complained to the EHCR within days of raising the issue with Plusnet gives me he impression that it's nothing more than a stunt.  I wouldn't be surprised if he hadn't already planned to complain to the EHCR or take legal action of his own.
DO I know anything about people with disabilities, yes.  I've taught members of the public who have had a large variety of disabilities, and helped care for disabled relatives.