Vulnerable Customer and Reasonable Adjustments Policy

MEDI ALARM 247

VULNERABLE CUSTOMER AND REASONABLE ADJUSTMENTS POLICY

Last updated: 17 July 2026

1. OUR COMMITMENT

Medi Alarm 247 Limited is committed to treating every Customer and User fairly, respectfully and with appropriate care.

Many people who use personal safety devices may have health conditions, disabilities, communication needs, reduced mobility or other circumstances that affect how they access, understand or use our Service.

Vulnerability can affect anyone. It may be permanent, temporary, occasional or situational, and it may not always be visible.

Our aims are to:

• identify where somebody may need additional support;
• communicate clearly and accessibly;
• avoid pressure, confusion and foreseeable harm;
• make reasonable adjustments;
• support informed decision-making;
• protect the Customer’s and User’s dignity, independence and privacy;
• respond appropriately to safeguarding concerns; and
• provide vulnerable Customers with outcomes that are at least as fair as those provided to other Customers.

Customer safety must always take priority over sales targets, payment collection or administrative convenience.

2. ABOUT MEDI ALARM 247

This policy is operated by:

Medi Alarm 247 Limited
Company number: 13634557

Postal and correspondence address:

Telephone: 0800 688 9961

Email: hello@medialarm247.com

Website: www.medialarm247.com

Our normal customer-service hours are Monday to Friday, 9am to 5pm, excluding public holidays.

Our Monitoring Centre operates 24 hours a day, seven days a week, including weekends and public holidays.

3. SCOPE OF THIS POLICY

This policy applies throughout the Customer journey, including:

• advertising and marketing;
• website enquiries;
• sales calls;
• product recommendations;
• order confirmation;
• device setup;
• device monitoring;
• emergency response;
• customer support;
• payment collection;
• failed payments;
• renewals;
• complaints;
• cancellations;
• returns;
• bereavement; and
• communications with relatives, carers, advocates and Emergency Contacts.

It applies to:

• prospective Customers;
• current Customers;
• former Customers;
• people who pay for a Service;
• people who wear or use the Equipment;
• Emergency Contacts;
• relatives and carers;
• authorised representatives; and
• any person who may require additional support when dealing with us.

This policy supports our Customer Terms and Conditions and Privacy Policy. It does not reduce any legal or contractual rights.

4. WHAT WE MEAN BY VULNERABILITY

A person may be vulnerable where their personal circumstances make them especially susceptible to harm, particularly if a business does not act with an appropriate level of care.

A characteristic of vulnerability does not necessarily mean that a person is unable to make decisions or manage their own affairs.

We will not assume somebody is vulnerable solely because of their:

• age;
• appearance;
• disability;
• medical condition;
• accent;
• financial position; or
• use of a personal safety device.

We consider vulnerability broadly across four main areas.

4.1 Health

This may include:

• physical disability;
• serious or long-term illness;
• reduced mobility;
• risk of falls;
• sensory impairment;
• hearing or sight loss;
• speech or communication difficulty;
• mental health conditions;
• dementia or cognitive impairment;
• learning disability;
• brain injury;
• epilepsy or seizures;
• recovery following surgery;
• terminal illness; and
• difficulty carrying out daily activities.

4.2 Significant life events

This may include:

• bereavement;
• relationship breakdown;
• becoming a carer;
• moving into or leaving care;
• hospital admission;
• discharge from hospital;
• loss of employment;
• domestic abuse;
• becoming a victim of crime;
• recent injury or diagnosis; and
• another significant change in personal circumstances.

4.3 Financial resilience

This may include:

• difficulty paying essential household costs;
• low or uncertain income;
• sudden loss of income;
• problem debt;
• reliance on another person for finances;
• difficulty maintaining payments;
• financial abuse; and
• limited ability to cope with an unexpected expense.

4.4 Capability and understanding

This may include:

• difficulty reading or understanding written information;
• low confidence with numbers;
• limited English;
• difficulty using technology;
• memory problems;
• difficulty concentrating;
• limited digital access;
• lack of experience with recurring payments;
• difficulty comparing products;
• difficulty understanding contracts; and
• reduced confidence making decisions.

A person may experience more than one characteristic at the same time.

5. TEMPORARY AND CHANGING CIRCUMSTANCES

Vulnerability is not necessarily permanent.

Somebody may require additional support:

• during a particular telephone call;
• following an accident or illness;
• while grieving;
• during a period of financial difficulty;
• when medication affects concentration;
• when feeling distressed or overwhelmed;
• while adjusting to new technology; or
• when making a complex or unfamiliar decision.

We will review support needs when requested or where there is a reasonable indication that circumstances have changed.

We will not continue treating someone as requiring a particular adjustment where they tell us it is no longer needed, unless maintaining limited information is necessary for safety, legal or incident-record purposes.

6. HOW WE MAY IDENTIFY A NEED FOR SUPPORT

Customers and Users are encouraged to tell us about any adjustment or support that would help them.

A person does not need to use the term “vulnerable.”

Our staff may identify possible support needs through:

• information volunteered by the Customer or User;
• information provided by an authorised relative, carer or representative;
• repeated difficulty understanding important information;
• confusion about pricing, payments or cancellation;
• difficulty hearing or communicating;
• signs of distress;
• difficulty remembering previous conversations;
• uncertainty about why a product is being purchased;
• another person dominating or controlling the conversation;
• concern that the person is acting under pressure;
• signs of financial difficulty;
• inconsistent answers that may indicate confusion;
• repeated accidental payments or orders;
• information disclosed during an emergency alert;
• concern raised by an Emergency Contact; or
• staff observations during customer-service interactions.

These indicators do not prove that somebody lacks capacity or is being abused.

Staff must respond sensitively, avoid assumptions and establish what practical assistance the person would find helpful.

7. ASKING ABOUT SUPPORT NEEDS

Staff may use respectful questions such as:

• “Would it help if I explained that another way?”
• “Would you like me to go through the costs again?”
• “Would you prefer this information in writing?”
• “Would you like someone you trust to join the call?”
• “Would you like more time before deciding?”
• “Is there anything we can do to make this easier for you?”
• “How would you prefer us to communicate with you?”
• “Are you comfortable continuing this conversation?”

Customers are not required to disclose a diagnosis or provide medical evidence merely to receive ordinary communication support.

We may request additional information where it is genuinely necessary to:

• provide a particular adjustment;
• configure the device appropriately;
• protect the User’s safety;
• verify the authority of a representative; or
• comply with a legal obligation.

8. REASONABLE ADJUSTMENTS

We will make reasonable adjustments where a disabled Customer or User would otherwise be placed at a substantial disadvantage when accessing our services.

We will not charge a Customer for a reasonable adjustment.

Adjustments will be considered individually and may include:

• allowing additional time during calls;
• speaking more slowly;
• using plain English;
• avoiding jargon;
• repeating or rephrasing information;
• breaking information into smaller stages;
• providing written confirmation;
• providing large-print information;
• communicating by email, telephone, SMS, WhatsApp or post;
• arranging calls at a suitable time;
• allowing pauses or breaks;
• allowing a trusted person to join a conversation;
• noting a preferred communication method;
• directing communications to an authorised representative;
• explaining device instructions more than once;
• providing additional setup support;
• offering a demonstration or test call;
• providing accessible electronic documents where available;
• giving the Customer more time to consider an offer;
• confirming important information to both the Customer and their authorised supporter; and
• avoiding unnecessary repeated explanations of a disclosed support need.

We will consider any reasonable request, even where it is not listed above.

An adjustment may not be possible where it would:

• create a serious safety risk;
• prevent us from complying with the law;
• compromise another person’s confidentiality;
• fundamentally change the Service;
• be technically impossible; or
• be disproportionate in the particular circumstances.

Where we cannot provide the exact adjustment requested, we will explain why and consider a suitable alternative.

9. ACCESSIBLE COMMUNICATIONS

Important information must be provided clearly and prominently.

This includes:

• the identity of Medi Alarm 247;
• what the Equipment does;
• what the Equipment does not do;
• the limitations of GPS and fall detection;
• the selected Plan;
• the recurring payment amount;
• payment frequency;
• the 30-day money-back-guarantee terms where applicable;
• when the first payment will be taken;
• how the Service renews;
• whether the Equipment is owned or loaned;
• any Equipment replacement charge;
• how to cancel;
• what happens when monitoring ends; and
• how to contact us.

Staff must not hide important information in lengthy explanations or rely on a vulnerable Customer discovering it later in written terms.

Where appropriate, staff may ask the Customer to explain the key information back in their own words.

This is intended to identify whether further explanation would help, not to test or embarrass the Customer.

Written information must be provided following a telephone sale or order.

10. FAIR SALES PRACTICES

We will not:

• pressure a Customer to purchase;
• exploit fear, loneliness, illness or bereavement;
• imply that an accident is certain to happen;
• claim to represent the NHS, a council, a GP or emergency services;
• create false urgency;
• use false time-limited offers;
• conceal recurring payments;
• describe a Service as free where mandatory charges apply;
• rush someone who appears confused or distressed;
• discourage someone from consulting their family or carer;
• recommend a more expensive Plan merely because somebody appears vulnerable;
• proceed where there is a reasonable concern that the Customer does not understand the essential terms;
• treat a refusal to buy as evidence that somebody lacks capacity;
• take advantage of low confidence with technology;
• use medical information to manipulate a purchasing decision; or
• prioritise commission over the Customer’s needs.

Customers must be given a genuine opportunity to:

• ask questions;
• compare options;
• receive information in writing;
• involve a trusted person;
• take additional time; and
• decline the Service.

Where a Customer appears distressed, confused, under pressure or unable to understand the essential information, staff must pause the sale.

No employee will be penalised for stopping or delaying a sale because of a genuine vulnerable-customer concern.

11. ADDITIONAL SALES CHECKS

Where additional support appears necessary, staff should confirm that the Customer understands:

• who Medi Alarm 247 is;
• what they are purchasing;
• who will use the Equipment;
• that the Service is provided by an independent private company;
• the total price;
• how often payments will be collected;
• the guarantee-period end date where applicable;
• that payments continue until cancellation;
• how cancellation works;
• whether the Equipment is loaned or owned;
• what happens if loaned Equipment is not returned;
• that automatic fall detection cannot detect every fall;
• that response times are targets rather than guarantees;
• that mobile-network and GPS coverage can vary; and
• that the Service is not a replacement for professional care or direct emergency contact.

Where the person cannot demonstrate a reasonable understanding after appropriate support and explanation, the order must not proceed without further review.

12. SUPPORTING DECISION-MAKING

We will take practical steps to help people make their own decisions.

This may include:

• using simpler language;
• presenting one issue at a time;
• choosing a suitable time of day;
• reducing distractions;
• providing written information;
• repeating the explanation;
• allowing more time;
• involving a trusted supporter with permission; and
• postponing the decision.

A person must not be treated as unable to make a decision merely because they:

• are elderly;
• have a disability;
• have a medical diagnosis;
• make a decision that another person considers unwise;
• communicate differently;
• take longer to decide; or
• require help understanding information.

13. MENTAL CAPACITY

Capacity is specific to:

• the particular decision;
• the information involved; and
• the time the decision is being made.

A person may be able to make some decisions but not others.

A person may also regain capacity or have greater capacity at another time.

Our staff are not normally responsible for carrying out formal mental-capacity assessments.

However, staff must not proceed with a contract where there is a serious and unresolved concern that the person cannot:

• understand the essential information;
• retain the information for long enough to make the decision;
• use or weigh the information; or
• communicate their decision.

Where there is concern about capacity, staff should:

1. pause the sales or contractual process;
2. provide additional support and explanation;
3. consider whether the conversation should take place at another time;
4. ask whether the person would like a trusted supporter involved;
5. refer the matter to a manager;
6. identify whether a legally authorised representative exists; and
7. avoid taking payment or completing an order until the concern is resolved.

Where a person lacks capacity to enter into the contract, we may only proceed through somebody with appropriate legal authority or where another lawful basis permits the arrangement.

14. REPRESENTATIVES, CARERS AND TRUSTED PERSONS

A Customer or User may ask for another person to assist them.

This may include:

• a family member;
• friend;
• carer;
• advocate;
• attorney;
• deputy;
• guardian;
• appointee; or
• other representative.

With the Customer’s permission, we may allow that person to:

• join calls;
• help explain information;
• receive copies of correspondence;
• assist with device setup;
• help update details; and
• support the Customer in making decisions.

Permission to support a Customer does not automatically give the person authority to:

• enter into a contract;
• cancel the Service;
• change payment details;
• obtain confidential health information;
• change Emergency Contacts; or
• make decisions on the Customer’s behalf.

We will distinguish between:

• a person providing informal support; and
• a person who has legal authority to act.

We may ask for evidence of authority, such as:

• a registered Lasting Power of Attorney;
• an Enduring Power of Attorney;
• a deputyship order;
• a guardianship document;
• formal appointeeship; or
• another appropriate legal document.

We will only request and retain the information reasonably necessary to verify that authority.

15. PROTECTING THE CUSTOMER’S AND USER’S WISHES

Where the Customer and User are different people, we will seek to respect the User’s wishes, dignity and independence.

A relative paying for the Service does not automatically have authority to:

• control the User;
• access all location information;
• listen to private conversations;
• receive all medical information; or
• make every decision for the User.

Portal and location access must only be given to appropriate authorised persons.

Where possible, we will establish:

• what the User agrees to;
• who may receive information;
• who may view their location;
• who may change their account; and
• who should be contacted during an emergency.

The User’s information will be protected in accordance with our Privacy Policy.

16. THIRD-PARTY PRESSURE, COERCION AND FINANCIAL ABUSE

Staff must remain alert to signs that a Customer or User may be:

• pressured into purchasing;
• prevented from speaking freely;
• controlled by another person;
• denied access to their own money;
• subjected to financial abuse;
• frightened of a relative or carer;
• being impersonated;
• giving inconsistent instructions under pressure; or
• having their Equipment or location data used to monitor them inappropriately.

Warning signs may include:

• another person refusing to let the Customer speak;
• instructions that conflict with the Customer’s expressed wishes;
• unexplained changes to payment arrangements;
• attempts to obtain confidential information;
• repeated requests to change Emergency Contacts;
• a person demanding location access without the User’s agreement;
• unusual urgency;
• fear or distress when another person is present; and
• requests to send Equipment to an unrelated address without explanation.

Where concerns arise, we may:

• ask to speak to the Customer or User privately;
• pause the transaction;
• refuse to disclose information;
• require additional identity or authority checks;
• refer the matter to a manager;
• restrict account changes;
• record the concern;
• follow our safeguarding process; and
• contact an appropriate authority where lawful and necessary.

17. FINANCIAL VULNERABILITY

We recognise that a Customer’s financial circumstances can change.

A Customer experiencing difficulty should contact us as soon as possible.

We may consider:

• explaining charges again;
• reviewing the payment frequency;
• changing a payment date where operationally possible;
• allowing reasonable time to resolve a failed payment;
• agreeing a short-term payment arrangement;
• discussing a more appropriate Plan;
• preventing an avoidable renewal;
• arranging cancellation;
• avoiding unnecessary fees;
• referring the Customer to free independent debt advice; and
• applying a compassionate approach in exceptional circumstances.

We will not encourage a Customer to select an annual Plan where there is a reasonable concern that:

• the payment is unaffordable;
• the Customer does not understand the commitment;
• the Customer is purchasing under pressure; or
• a shorter payment period would better meet their needs.

Because the Service is safety-related, we will not normally suspend monitoring immediately after a failed payment.

We will make reasonable attempts to:

• contact the Customer;
• explain the position;
• provide time to resolve the issue;
• warn clearly before suspension; and
• ensure the Customer understands that the Equipment may no longer provide monitored protection.

We cannot guarantee that monitoring will continue indefinitely without payment.

18. BEREAVEMENT, ILLNESS AND CHANGES IN CARE

We will handle bereavement and serious changes in circumstances sensitively.

Where the User has died, entered permanent residential care, been admitted to hospital for an extended period or can no longer use the Service, a relative or representative should contact us.

We may request reasonable evidence where necessary, but we will not require unnecessarily intrusive information.

We will explain:

• the effective cancellation date;
• whether any refund is due;
• whether Equipment must be returned;
• how to return it; and
• what information we require from the representative.

We will not use a bereavement call as an opportunity to sell another product.

Where the deceased User was not the paying Customer, we will work with the payer or estate representative to close the account appropriately.

19. DEVICE SETUP AND CONTINUING SUPPORT

A vulnerable User may require additional assistance to use the Equipment safely.

We will provide appropriate support, which may include:

• clearer setup instructions;
• written charging guidance;
• help completing the initial test call;
• confirming Emergency Contact details;
• checking that the device is activated;
• explaining battery requirements;
• explaining how to cancel an accidental alert;
• explaining GPS and fall-detection limitations;
• reviewing whether the device is suitable for the User;
• arranging additional technical support; and
• helping a trusted person understand routine device checks.

The User or their supporter remains responsible for:

• keeping the Equipment charged;
• wearing or carrying it appropriately;
• completing monthly tests;
• reporting faults;
• updating Emergency Contacts; and
• informing us about relevant changes.

Where we believe the selected Equipment is unsuitable for the User’s needs, we will explain the concern and discuss available alternatives.

20. DEVICE AND EMERGENCY COMMUNICATIONS

During an alert, the User may be:

• frightened;
• injured;
• confused;
• unable to speak clearly;
• experiencing a seizure;
• experiencing a medical emergency;
• unable to hear the operator; or
• under threat from another person.

Monitoring operators should:

• speak calmly;
• identify themselves;
• use short and clear questions;
• avoid overwhelming the User;
• repeat information where necessary;
• use available profile and location information;
• consider whether the User can speak safely;
• follow appropriate escalation procedures; and
• record relevant factual information.

The operator may contact:

• Emergency Contacts;
• carers;
• keyholders;
• emergency services; or
• another appropriate responder.

We cannot guarantee that an Emergency Contact or emergency service will answer or attend within a particular time.

21. SAFEGUARDING

Safeguarding means protecting a person’s right to live safely and free from abuse and neglect.

Safeguarding concerns may include:

• physical abuse;
• domestic abuse;
• sexual abuse;
• psychological or emotional abuse;
• financial abuse;
• neglect;
• self-neglect;
• discriminatory abuse;
• organisational abuse;
• modern slavery;
• coercive control;
• exploitation; and
• misuse of personal information or location access.

Where a member of staff identifies a concern, they should:

1. listen calmly;
2. avoid making promises of complete confidentiality;
3. avoid confronting a suspected abuser;
4. record what was said using factual language;
5. preserve relevant information;
6. refer the concern promptly to a manager or safeguarding lead;
7. consider the person’s wishes and desired outcome;
8. assess whether immediate action is needed; and
9. follow the appropriate internal escalation procedure.

We are not an emergency service or statutory safeguarding authority.

However, where there is a reasonable concern that somebody is at risk, we may disclose relevant information to:

• the police;
• ambulance service;
• local-authority adult safeguarding team;
• children’s services;
• another emergency service;
• an authorised carer;
• an Emergency Contact; or
• another appropriate organisation.

Where possible, we will seek the individual’s agreement before making a non-emergency referral.

We may act without consent where:

• there is an immediate risk to life or serious harm;
• another person may be at risk;
• a child may be at risk;
• a serious crime may have been committed;
• the person appears unable to make the relevant decision;
• coercion or control prevents free consent; or
• disclosure is otherwise permitted or required by law.

In an immediate emergency, staff should contact 999.

22. SUICIDE AND SERIOUS SELF-HARM CONCERNS

Where somebody indicates an immediate intention to seriously harm themselves or another person, staff must treat this as an urgent safety concern.

Depending on the circumstances, we may:

• keep the person engaged in conversation where operationally possible;
• establish their location;
• contact emergency services;
• contact an Emergency Contact;
• escalate to the Monitoring Centre;
• notify an appropriate manager; and
• document the incident.

We will not attempt to provide diagnosis, counselling or clinical treatment.

23. RECORDING VULNERABILITY AND ADJUSTMENT INFORMATION

We may record relevant information where this helps us:

• provide an agreed adjustment;
• communicate appropriately;
• avoid asking the person to repeat distressing information;
• protect the User;
• configure the Service;
• support emergency response; or
• prevent foreseeable harm.

We will record practical needs rather than unnecessary detail wherever possible.

For example, we may record: “Please speak slowly and confirm important information in writing.”

rather than recording a detailed diagnosis that is not necessary.

We will explain what we intend to record where appropriate.

Health information and other sensitive information will be handled in accordance with our Privacy Policy and data-protection law.

Information may be shared with the Monitoring Centre or another service provider where necessary to provide the agreed support.

A Customer may ask us to:

• explain what has been recorded;
• correct inaccurate information;
• update an adjustment;
• remove information that is no longer required; or
• change who may act on their behalf.

We may retain information where it remains necessary for an incident record, legal obligation, safeguarding concern or legal claim.

24. CONFIDENTIALITY

Information about vulnerability will only be accessed by people who reasonably need it to perform their role.

We will not:

• disclose vulnerability information for gossip or curiosity;
• use health information for unrelated advertising;
• share detailed information with relatives without authority;
• assume an Emergency Contact is entitled to the whole account;
• publish vulnerability information; or
• discriminate against somebody because they requested support.

There may be circumstances where we disclose information without consent to protect vital interests, prevent serious harm, meet a legal obligation or address a safeguarding concern.

25. STAFF RESPONSIBILITIES

All staff who interact with Customers must:

• read and follow this policy;
• treat Customers with dignity;
• listen for support needs;
• make reasonable adjustments;
• avoid assumptions;
• communicate clearly;
• stop or pause sales where appropriate;
• escalate capacity or safeguarding concerns;
• protect confidential information;
• record information accurately;
• understand the limitations of their role; and
• seek guidance when unsure.

Managers must support staff who decide not to proceed with a sale because of a reasonable vulnerability concern.

26. STAFF TRAINING

Relevant staff will receive training covering:

• recognising characteristics of vulnerability;
• plain-English communication;
• reasonable adjustments;
• accessible communications;
• mental-capacity principles;
• supporting decision-making;
• sales pressure and unfair practices;
• safeguarding;
• financial abuse;
• domestic abuse and coercion indicators;
• financial difficulty;
• data protection;
• authorised representatives;
• emergency escalation;
• complaints; and
• the limitations of device technology.

Training will be provided:

• during induction;
• when procedures materially change;
• after significant incidents where learning is identified; and
• periodically as refresher training.

Monitoring Centre staff may receive additional specialist training appropriate to emergency calls.

27. QUALITY ASSURANCE AND MONITORING

We will monitor whether this policy is working through appropriate measures such as:

• call-quality reviews;
• complaint analysis;
• cancellation feedback;
• safeguarding records;
• failed-payment outcomes;
• vulnerable-customer cases;
• staff feedback;
• Customer feedback;
• adjustment requests;
• repeat-contact rates;
• incidents involving misunderstanding;
• sales cancellations during cooling-off or guarantee periods; and
• outcomes for Customers requiring additional support.

We will review whether:

• staff recognise support needs;
• adjustments are provided consistently;
• communications are understandable;
• sales are fair;
• Customers understand recurring payments;
• cancellation is accessible;
• privacy is protected; and
• identified problems lead to improvements.

We will not use vulnerability information to set sales targets or penalise staff for spending additional time with a Customer.

28. COMPLAINTS

A Customer may complain if they believe:

• they were pressured into purchasing;
• their support needs were ignored;
• information was unclear;
• a reasonable adjustment was refused;
• a representative was treated inappropriately;
• confidential information was disclosed;
• a safeguarding concern was mishandled;
• they were discriminated against;
• cancellation was made unnecessarily difficult; or
• they were otherwise treated unfairly.

Complaints can be made using the following details:

Telephone: 0800 688 9961

Email: hello@medialarm247.com

Post:

A Customer may ask a trusted person or authorised representative to complain on their behalf.

We will:

• acknowledge the complaint;
• provide an appropriate communication adjustment;
• investigate fairly;
• review relevant calls and records;
• avoid retaliatory treatment;
• explain the outcome;
• correct mistakes; and
• identify any wider improvement required.

A complaint about discrimination or a reasonable adjustment will be treated seriously and referred to an appropriate manager.

29. REQUESTING SUPPORT OR AN ADJUSTMENT

Customers and Users can ask for additional support using the following details:

Telephone: 0800 688 9961

Email: hello@medialarm247.com

Post:

A request can also be made by:

• a carer;
• family member;
• advocate;
• attorney;
• deputy;
• guardian; or
• another authorised representative.

Please tell us:

• what assistance would help;
• how you prefer us to communicate;
• whether another person should be involved; and
• whether the adjustment is temporary or ongoing.

A formal diagnosis is not normally required.

30. POLICY REVIEW

This policy will be reviewed:

• at least annually;
• following a significant complaint or incident;
• following a relevant change in law;
• when our products or Services materially change; or
• where monitoring shows that Customers are not receiving fair outcomes.

The latest version will be published on our website.

Material changes affecting current Customers will be communicated where appropriate.

31. MANAGEMENT APPROVAL

This policy is approved by the management of Medi Alarm 247 Limited.

All relevant employees, contractors, sales representatives and service providers are expected to act consistently with it.

Policy owner: Medi Alarm 247 Limited Management

Effective date: 17 July 2026

Next scheduled review: July 2027