Vulnerable Consumer Policy
Online Stove Store
Purpose
At Online Stove Store, we are committed to treating all customers fairly, respectfully, and with empathy — especially those who may be in vulnerable circumstances. This policy ensures our team is equipped to identify, support, and protect vulnerable customers, minimising the risk of harm or disadvantage.
This policy applies to all team members who interact directly with customers.
Definition of a Vulnerable Consumer
A vulnerable consumer is defined as:
“An individual who, due to their personal circumstances, is particularly susceptible to harm, especially when making financial decisions or commitments.”
Vulnerability may be temporary or long-term and can arise from factors such as:
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Mental capacity or cognitive challenges
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Financial difficulties or distress
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Limited financial understanding or access to resources
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Major life events (e.g. bereavement, illness, unemployment)
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Language, literacy, or communication barriers
Identifying Vulnerable Customers
Our team is trained to recognise signs of vulnerability during interactions, including:
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Mental capacity challenges – Difficulty understanding or processing information
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Financial hardship – Expressed concerns about affordability or financial strain
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Emotional distress – Signs of anxiety, upset, or overwhelm
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Communication difficulties – Trouble following or responding to information
Where appropriate, we will engage the customer with care and respectfully determine if additional support is needed.
Support for Vulnerable Customers
When a customer is identified as potentially vulnerable, we will:
✅ Provide Clear, Simple Communication
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Use plain language
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Avoid jargon or technical terms
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Confirm understanding using open-ended questions
✅ Involve a Trusted Representative
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With permission, involve a family member, carer, or nominated support person
✅ Adapt Our Approach
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Allow extra time for decisions
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Offer written information or alternative formats
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Avoid promoting complex or high-risk products
✅ Act with Empathy and Respect
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Be patient and understanding
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Listen actively and offer appropriate support
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Always prioritise the customer’s best interests
Risk Assessment & Ethical Practice
We do not refuse service solely due to vulnerability. However, if we believe proceeding could cause harm to the customer or others, we may:
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Recommend delaying the purchase
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Suggest involving a support person
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Decline to sell where there is a significant risk
In every case, we:
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Treat each situation individually
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Avoid pressure selling or upselling
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Recommend only suitable, low-risk options
Staff Training
All team members receive ongoing training to:
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Identify signs of vulnerability
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Communicate sensitively and clearly
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Support customers in line with best practices and Australian Consumer Law
Customer Feedback & Continuous Improvement
We welcome feedback to improve how we support vulnerable consumers.
Complaints relating to vulnerability are treated with urgency and compassion.
Contact Us
If you or someone you care for needs additional support, please contact us:
📧 Email: support@onlinestovestore.com
📞 Phone: (Mon–Fri, 9:00 AM – 5:00 PM AEST)
🏠 Address: Online Stove Store, Sydney, NSW
Policy Review
This policy is reviewed annually to ensure it meets regulatory standards and reflects feedback from customers and staff.