Customers with special needs

Orange for seniors

Orange Polska has been awarded the OK SENIOR quality certificate by the National Institute for Silver Economy for call centre service and POS service. We introduced facilities for seniors at our call centre to meet the needs of our senior customers, who could not always cope with the extensive menu. These include an automatic menu shortened to a minimum, dedicated advisors, and unlimited call talk time. In addition, all letters addressed to senior customers are printed using a bigger font.

We know that elderly people as a group are most vulnerable to digital exclusion. Research has shown that senior citizens do not use modern technologies because they see no need for it. However, the pandemic made access to new technologies a necessity. Many seniors have made their first steps in the digital world. We want to accompany them in this journey, offering knowledge and skills how to navigate the web as well as tools to facilitate it.

We have created a dedicated portal, where we have gathered our educational videos and other information about devices and services recommended for senior citizens. The materials have been developed with the help of the Zaczyn [Leaven] Foundation. The website has been visited by over 35,000 users and the educational videos have been viewed by 34,000 people. Celebrating the Senior Citizens Day (November 14), we organised the Senior Citizens Week. Furthermore, we have developed a special leaflet, Senior Citizen’s Orange Guide, which provides information about the first steps on the web. It is available in our outlets. In our portfolio, we identify handsets recommended for older customers and special promotions for selected accessories useful for the elderly.

In addition, senior citizens are invited to ‘My First Smartphone’ on-line courses held on the ABC Senior platform in conjunction with the National Institute for Silver Economy. During webinars we demonstrate how the Internet can help in everyday life and how to use it safely. Over 750 senior citizens have learnt on our on-line courses how to access the Internet on the phone, send an email, install an application or chat to relatives using a messenger app.

We have launched a dedicated programme to deal in a comprehensive manner with the adaptation of our services, portfolio and communications to the needs of older customers.

35,000

users visited the website

750

senior participants in on-line courses

Orange without barriers

One of major tasks related to digital inclusion, which is part of Orange Polska’s CSR strategy, is to respond to the needs of people with disabilities.

Our customers with disabilities can use 144 accessible outlets all over Poland (one fifth of the total number), which feature:

Easy access without architectural barriers;
Additionally trained consultants;
Assistance on-line of an interpreter of the Polish Sign Language or a sign language system from 9:00am to 5:00pm;
Printing out documents (e.g. terms of services, price lists and agreement templates) in a bigger font;
Information about solutions dedicated to customers with disabilities provided in printed form (in a bigger font), in electronic form or with a reference to a website.

In each outlet, customers can:

request that their invoices and key documents be printed in a bigger font or in Braille, or sent as electronic files;

select a handset with features for people with disabilities;

get assistance in setting up a device.

Entrances to Orange Polska’s dedicated outlets are marked with the relevant symbols as well as the OK Senior signs.

Deaf customers wishing to contact our info line can request assistance of a sign language interpreter, who will make a call and help them get the relevant information. This is available Monday to Friday, 9:00am to 5:00pm.

We have also developed video tutorials showing the features for people with disabilities offered by smartphones using Android, iOS or Windows.

On our Orange Expert YouTube channel, we gradually publish video tutorials on our services and offers with subtitles and sign language interpretation. We are also working to adapt our website, to the needs of people with disabilities.

Annual Report 2021

Co-operation with partners

Children on the Internet

Customers with special needs

Orange for seniors

Orange without barriers

In each outlet, customers can:

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