Lost and Stolen Cards

For many older users, there is real concern about the possibility of losing their card. They need to know the limit of their liability and what to do to obtain a replacement.

A replacement for a lost or stolen card is likely to require several days to produce. The replacement card is a cost to the service provider and may be passed on to the user. It is important that customer facing operators or customer care representatives are trained to help users understand the implications of a lost card.

Service providers should be aware that it is possible that older users may have misplaced their card rather than it being lost and it can be useful to allow a short space of time before existing cards are fully blocked and replacements issued.

The following are key accessibility considerations:

• Provide direct phone access to call centre staff who are trained appropriately;
• Allow a suitable length of time to find misplaced cards.