top of page
  • Disclosure of Vulnerability Quick Guide

Disclosure of Vulnerability Quick Guide


A guide to aid employees’ responses when a customer discloses a vulnerability.


Sharing personal information isn’t easy, so it is important to be respectful.


This guide offers appropriate initial responses. This is followed by questions to clarify the support the customer may need from your organisation. Asking these questions, and listening to the customer, helps to avoid assumptions and allows them to direct the support they receive.


This is one of a Set of Quick Guides designed to help employees respond to customers experiencing vulnerable circumstances.


Download documents are in a PDF format


Please note:

  • The above price excludes VAT which will be added at checkout.
  • For copyright purposes the content text on the guide image has been greyed out.

  • The questions and responses in this guide are designed as an aid to support customer conversations. Individuals can use these as a prompt and can rephrase or adjust them as needed to reflect their own natural vocal style.