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<p>We fully recognise that some older people do not find it easy to access bills and
statements electronically. Utility companies, banks and other service providers should,
and in many cases do, recognise the varying communication needs of their customers
but there is always scope for them to do more.</p><p>The Equality Act 2010 provides
strong protection for older people, from discrimination because of age and disability.
This includes protection from indirect discrimination, which can happen where, for
example, a service provider treats some of its younger customers the same but in doing
so disadvantages its older customers. While every case is different and subject to
an “objective justification” test, using purely electronic communication could amount
to indirect discrimination because of age and/ or disability and companies need to
be aware of that.</p><p>A person who feels that they have experienced age discrimination
may contact the Equality Advisory and Support Service (EASS), the government helpline
established to provide free bespoke advice and in-depth support to individuals with
discrimination concerns. The EASS can be contacted via their website -<a href="http://www.equalityadvisoryservice.com/"
target="_blank"> http://www.equalityadvisoryservice.com/</a>, by telephone on 0808
8000082 or text phone on 0808 8000084. The EASS has the ability to intervene on an
individual’s behalf with a service provider to help resolve an issue. The EASS can
also advise people who wish to take their complaint further on their options.</p>
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