Portfolio of Evidence
The aim of this unit is to help learners understand the impact of legislation and regulations on customer service.
Unit Learning Outcomes
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
1.1Outline the legislation and regulations that relate to customer service.
1.2Describe 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 eg digital equipment
2.1Outline 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.