TS ISO 22458

TS ISO 22458 addresses requirements and guidance for designing and delivering services in a way that is fair, flexible and inclusive when consumers may be in vulnerable situations. Its central concern is not mere access to service, but the organisation-wide design of culture, strategy and delivery so that harm is reduced and better consumer outcomes are more likely.

What inclusive service means in practice

In general technical terms, vulnerability is not a fixed label; it can arise or change because of health, income, disability, language, age, stress, digital confidence or major life events. An inclusive service approach therefore builds flexibility into policies, channels, communications and frontline responses from the outset. The standard links this approach to organisational culture and strategy, showing that inclusion is as much a management issue as a customer-contact issue.

Where the standard applies

• It applies to services delivered online or offline, including service-related products.
• It is relevant to organisations of any size and type, including private bodies, public bodies, charities and local authorities.
• The scope explicitly spans sectors such as healthcare, leisure and entertainment, retail, energy, communications, financial services, travel and tourism, digital services, and professions and trades.
• It also recognises that, in some cases, limiting access outside the target audience may be fair and reasonable when the main purpose is to protect consumers and prevent harm.

As a practical framework, the document helps organisations think through how to identify vulnerability, respond appropriately, and remove avoidable barriers across the service journey. It is therefore especially relevant where customer interaction, digital access, and service design decisions can either amplify risk or create a more supportive experience.