Understanding Legislation and Regulations in a Customer Service Context

Know legislation and regulations that relate to customer service.

Examples of legislation and regulations relating to customer service may include:

• Consumer Rights Act
• Consumer Credit Act
• Trade Descriptions Act
• Consumer Protection Act
• Consumer Contracts Regulations
• Consumer Protection from Unfair Trading Regulations

Consequences of not complying may include:

• legal action
• loss of business
• financial costs
• business closure

Assessment Criteria

• 1.1
  Outline the legislation and regulations that relate to customer service.
  
• 1.2
  Describe the consequences of not complying with external requirements when delivering customer service.
  

Understand how external requirements are implemented within organisations.

Ways to comply with regulations and legislation may include:

• ensuring premises are safe for customers and colleagues
• access for all customers including those with physical and sensory disabilities
• procedures for all staff to follow to ensure personal and sensitive data is protected
• provide information in different languages, use plain English, use different methods of communication e.g. digital equipment

Assessment Criteria

• 2.1
  Outline how organisations ensure compliance with legislation and regulation including
  a) health and safety practices
  b) data protection
  c) confidentiality of customer and organisation information
  d) equalities legislation.