Disability and dealing with companies

Bloodheart

I'm hoping that someone can help.

I suffer from Asperger's syndrome, one problem I have is phone calls - it's not a case as some say of 'well, you're not deaf, so there's no reason why you cannot use a telephone'. I cannot use a phone, period.

This obviously causes problems dealing with companies - particularly when there is something that needs to be dealt with ASAP, at the moment I'm trying to get payments sorted out for NPower...this is an ongoing problem with NPower, I've tried as many different things but they're not playing fair at all, and the longer it goes on the more my bills are increasing/falling behind on payments, and the closer it gets to having my electricity cut-off.

It's not always possible to get someone else to phone a company on my behalf due to security checks, I don't always have someone here with me, and another person may not understand the situation to be able to easily discuss the problem with the company.

I tell companies that I cannot use a telephone, instead I tend to use email, but it normally goes like this;

Me: Query - oh, and I cannot use a telephone.
Them: Call this number.
Me: I cannot use a telephone.
Them: Call this number.
Me: I can't use a phone!
Them: ..... no response, and I have to go through the whole thing again.
:mad:

It's not automated responses either, they just blatantly do not read what I write when I say I cannot phone them. Snail mail tends to go a similar way, only with snail mail it takes longer to get/send responses, and letters go missing, so email is still preferable.

Does this count as discrimination?
After all they're ignoring my disability, if I was able to use a phone I could get this sorted, but as I cannot use a phone it's not getting sorted, I'm thus getting treat differently, which is causing serious problems. Or is this a simple case of very poor customer service?

Either way, what am I supposed to do?
How can I resolve problems if they won't communicate with me?
How would I go about making a complaint that gets listened to?

[Deleted User]

It can only be discrimination if they know about your disability, telling them you cant use a phone does not tell them why. Have you told them why?

I deal with most phone stuff for my DH who has AS, he phones gets through security, for banks, HMRC and the likes, then gives them instructions to deal with me. I then get it sorted for him. Do you have someone who can do that with you?

Oscar_The_Grouch

Are you ok dealing with people face to face? If so, can you take everything to the Citizens Advice Bureau and tell them about the problems? They should be able to phone someone and explain. Either that, or would having a minicom help?

Bloodheart

_shel wrote: »

It can only be discrimination if they know about your disability, telling them you cant use a phone does not tell them why. Have you told them why?

I deal with most phone stuff for my DH who has AS, he phones gets through security, for banks, HMRC and the likes, then gives them instructions to deal with me. I then get it sorted for him. Do you have someone who can do that with you?

I'd argue otherwise, the specific reason for not being able to use a phone isn't important, the fact is that I cannot use a phone, the same is true for people with other disabilities - e.g. people who are deaf. Not offering the same customer service to us than what is offered to those who can use a phone is treating us differently/unfairly.

No, I don't have anyone to do that for me, and as I say they'd not be able to get through security checks - I cannot use a phone.

Bloodheart

Oscar_The_Grouch wrote: »

Are you ok dealing with people face to face? If so, can you take everything to the Citizens Advice Bureau and tell them about the problems? They should be able to phone someone and explain. Either that, or would having a minicom help?

I'm not as bad face-to-face - the problem comes from not knowing how others will act, how the situation will pan-out, what is said etc. face-to-face gives me a little more control, even if slightly more uncomfortable.

I'm tempted to go back to CAB as they were dealing with this previously - they tried to get a meter installed, which could not be done, and had a debt relief order put in place, but it's not been any help what-so-ever...but the problem with that is still that at some point I'm gonna have to talk to NPower again, and it can take months to get help from CAB.

It's just I'm certain there has to be SOMETHING that can be done for people like me in situations like this, I mean, how do people who are deaf, mute, etc. do these things?

[Deleted User]

Bloodheart wrote: »

I'd argue otherwise, the specific reason for not being able to use a phone isn't important, the fact is that I cannot use a phone, the same is true for people with other disabilities - e.g. people who are deaf. Not offering the same customer service to us than what is offered to those who can use a phone is treating us differently/unfairly.

No, I don't have anyone to do that for me, and as I say they'd not be able to get through security checks - I cannot use a phone.

The reason for not being able to use the phone actually is very important. They are offering you the same service they offer everyone else based on the information they have, which is nothing!

Look at it from their point of view (and that of a tribunal) You say you cant use the phone, they may think you are lazy, an idiot, arrogant. This may be wrong but why should they know any different if you havent told them.

You tell them "I have a disability that means I cannot use the phone, everything must be done in writing" (do this in writing, sent signed for) They then ignore that need and continue to phone you or expect you to deal with them by phoning.

Then they have discriminated against you because they were fully aware of your needs and ignored them.

I know what you mean about the security questions though. Often takes DH 2 or 3 attempts. One bank blocked him using the phone because of the wrong answers!!! I help with that by having all the answers written and the phone on speaker so I can prompt his answers.

So you need to write an offical letter or email to them explaining your needs and point out ther obligations to you as a customer with a disability. Because until then they are only offering you standard service that they offer everyone else.

devildog

The other option is, if you have someone willing and able is to write to anyone who you may have to phone (utility bills, insurance etc) stating that you give authorisation for A N Other to act on your behalf in all matters relating to your account because you are unable to deal with them this way yourself.
I have a family member who has a phobia about using the phone and so this is our way to get around it.

Oldernotwiser

I think that if you're talking to someone on the phone and you tell them that you can't use the phone, most people are not going to take any notice.

sunnyone

I am too deaf for my specalist hearing aid freindly phone to be of any use to me any more and the alternative type talk/text phone are rubbish which means I cant use a phone at all and the get a totally rubbish service as well, even after explaining Im severely/profoundly deaf.

Have a look at the ongoing deaf thread here and see how we deaf people try to deal with this problem and any solutions that people have found.

summerof0763

Bloodheart wrote: »

I'm not as bad face-to-face - the problem comes from not knowing how others will act, how the situation will pan-out, what is said etc. face-to-face gives me a little more control, even if slightly more uncomfortable.

I'm tempted to go back to CAB as they were dealing with this previously - they tried to get a meter installed, which could not be done, and had a debt relief order put in place, but it's not been any help what-so-ever...but the problem with that is still that at some point I'm gonna have to talk to NPower again, and it can take months to get help from CAB.

It's just I'm certain there has to be SOMETHING that can be done for people like me in situations like this, I mean, how do people who are deaf, mute, etc. do these things?

with great difficulty,as i am profoundly deaf,and belive it or not but the dla,who my daughter has been dealing with since dec for me,are the worst,have been trying to get my £60 one off payment that was paid to people on dla last jan/mar and still not got it,they keep telling her they will send me a letter or worst of all "phone" me duh!!!!!!

50Twuncle

I have a similar problem with the telephone and the hardest people to communicate with are DWP - They refuse to even respond to emails (citing security as a reason !!!) - I have raised this with everyone from my DEA to my MP and the Minister for W&P and despite being told that they are looking in to it - still nothing