Deaf People: Telephone Services

Earl of Courtown Excerpts

Thursday 13th June 2013 Lords Chamber

[Lord Gardiner of Kimble]

I entirely endorse what the right reverend Prelate has said. It is very important that not only the banks but all those customer service providers are aware of how their employees should be trained. Indeed, the British Bankers’ Association is endeavouring to ensure that these problems are resolved, particularly in terms of training for deaf and hearing-impaired customers. Many concerns have been voiced around faulty hearing loops, for example—about their being in place in banks and about customers being aware of them. However, technological advances cannot replace the most important feature of our existence, which is a common decency and humanity.

[The Earl of Courtown]

I myself am slightly hard of hearing and I think that one or two other noble Lords are as well. Does my noble friend agree that the problem is far wider than hearing what people are telling you on the telephone or over a counter at a bank? I wonder what more can be done to help with this problem, apart from me getting a hearing aid.

[Lord Gardiner of Kimble]

I think that the acoustics in certain parts of your Lordships’ House may need some assistance. In truth, the banks recognise that they have a responsibility there, and the Equality Act 2010 is very clear that, with reasonable adjustments, all services should be available to all customers. With the Banking Conduct of Business Sourcebook, which is the way in which the banks are looking at this, they are actively seeing in what ways they can ensure that there is a prompt, efficient and fair service for all their customers, particularly the elderly and disabled.