British Wireless for the Blind Fund. Agents Handbook

Transcription

1 British Wireless for the Blind Fund Agents Handbook January 2017

2 QUICK REFERENCE GUIDE QUALIFYING CRITERIA - PAGE 4 This contains everything you need to know about who is eligible for the service. PROCESS FOR ISSUING AND RETURNING EQUIPMENT - PAGE 5/6 This holds all the information about what equipment is available, how to order plus the process for returning faulty, broken or no longer needed equipment. HELP AND SUPPORT - PAGE 7 BWBF is here to support you, from our Agent Liaison Manager at Head Office, to your Regional Development Manager RDM who will contact you regularly. All contact information is in this section. ENCLOSURES - Attached Courier request form To be completed for all courier requests. Fault report form To be completed for all radios being returned. Page 2

3 CONTENTS Page OUR AIM AND COMMITMENT 4 CRITERIA FOR THE PROVISION OF EQUIPMENT ON A FREE LOAN BASIS 4 THE PROCESS FOR ISSUING EQUIPMENT 5 THE PROCESS FOR RETURN OF EQUIPMENT 6 CARE AND REPAIR 6 HELP AND SUPPORT 7 BWBF WEBSITE 8 PORTABLE APPLIANCE TESTING (PAT) 8 INSURANCE COVER FOR BWBF SETS 8 BWBF DIRECT LTD 9 HEAD OFFICE ADDRESS 9 Page 3

4 OUR AIM AND COMMITMENT To provide a choice of high quality, specially adapted audio equipment to UK registered blind and partially sighted people who meet our free loan criteria. To maintain, repair or replace audio equipment, free of charge, to our free loan recipients. To monitor new developments in audio technology and endeavour to adapt them to meet the needs of visually impaired people. CRITERIA FOR THE PROVISION OF EQUIPMENT ON A FREE LOAN BASIS The person must meet the following requirements: Registered blind or partially sighted Over the age of eight Resident in the UK In receipt of a means-tested benefit, ie: o Income support o Income-related employment and support allowance o Income based jobseekers allowance o Pension credit Agents should satisfy themselves that a potential recipient is receiving an appropriate benefit and seek advice from a relevant agency where this is unclear. For up to date information on current means-tested benefits, go to our website If, following an assessment, you are still unsure of a potential recipient s eligibility in respect of means-tested benefits, please contact your RDM or Head Office on Must have a broadband connection (Sonata plus+ only) Sonata plus+ is available on a free loan basis. It is issued only by your local RDM or Head Office following your referral to us. Page 4

5 THE PROCESS FOR ISSUING EQUIPMENT 1. Assessment The listening needs of each individual must be assessed and the appropriate set identified to best meet those needs. 2. Available equipment There are two SPECIALLY ADAPTED SETS: Concerto2 - this is a multi-function player with DAB and FM radio, as well as USB, SD, CD and tape functions. Duet2 - a DAB/FM radio. As well as two NON ADAPTED SETS: PLAY a DAB/FM portable re-chargeable radio. R9928 a FM/LW and MW radio. 3. Delivery Equipment must be personally delivered to the recipient. Instruction and training in its operation should also be offered. 4. Equipment upgrades Please note - we do not automatically upgrade equipment. 5. Acknowledgement of Conditions form FOR EVERY PIECE OF EQUIPMENT ISSUED, AN AOC FORM MUST BE COMPLETED, WHETHER THIS IS A NEW ISSUE OR REPLACMENT SET. The form must be fully completed and read out to the recipient. The top copy of this form is returned to us, you keep two copies, and the recipient keeps one. Please ensure all completed AOC forms are returned at least MONTHLY to BWBF Head Office, by Royal Mail 2 nd class post. Agents are also requested to put their own systems in place to ensure they have a current record of sets issued as well as those returned. You may be requested to make a copy of this available to BWBF in the event of a query. 6. Review We would ask that in line with best practice, a review of how the recipient is using our equipment would be undertaken and any concerns or difficulties addressed. Page 5

6 THE PROCESS FOR RETURN OF EQUIPMENT Collection Where it is identified that our equipment is no longer required, arrangements for the set to be collected or returned to you should be made as soon as possible by yourselves. Faulty before issue If you order any radio equipment and this is received damaged or faulty, please follow the repair/recycling process below. In addition please the details of the set, quantity and fault or damage to This will ensure we do not account for this radio within our stock records for you. Repair/Recycling Once a radio has been collected, whatever its condition (working or not), it MUST be returned to RRT for a full repair/recondition. The process of returning these sets will be via a courier. Please complete the courier request form attached and it to dave@blind.org.uk or call Please note that NO radios once repaired/reconditioned will be returned direct to you. For all faults with the Sonata internet audio service, please contact BWBF Head Office. CARE AND REPAIR 1. Looking after our equipment We hope recipients will take care of their equipment. Where there is evidence of a recipient frequently requiring replacement equipment, the set may be sent for examination and a further set (of the same model) may be provided on the understanding there will be no further replacement for a minimum of three years. In cases where misuse is suspected, no further set will be provided. If an agent needs clarification on this, please contact your RDM or BWBF Head Office. 2. Guarantee A one year guarantee runs on all models. This starts from the date of delivery to the authorised local agent. We therefore request agents hold only a small supply of sets, in order for recipients to receive the maximum possible manufacturer s guarantee. 3. Faults during the guarantee period Sets manufactured by Roberts Radio which develop a fault during this period should be returned to RRT by courier. Please complete the courier request form and it to dave@blind.org.uk or call In addition enclose the fault report with the radios being returned, completing all relevant parts of the form. Page 6

7 4. Faults with sets outside the guarantee period Repairs can be undertaken on the following sets: Concerto 2, Duet 2, PLAY and R9928. In addition enclose the fault report with the radios being returned, completing all relevant parts of the form. To return these, please complete the courier request form and it to or call BWBF will ONLY pay for repair and spare parts of the above sets. 5. Recycling We would welcome all old and obsolete radios being disposed of directly; they do not need to be returned. These sets include Concerto (without USB), Symphony, Harmony and Duet sets, if you still need any assistance confirming which sets are to be disposed please do not hesitate to contact us. Additionally if you are unable to make provision to dispose of these sets yourself, please complete the courier request form and it to or call PLEASE ENSURE ALL REPAIR/RECONDITONABLE RADIOS ARE SENT BACK EITHER IN THEIR ORIGINAL PACKAGING OR WITH SOME OTHER FORM OF PROTECTIVE PACKAGING. THEY MUST BE IN AN OUTER CARTON. HELP AND SUPPORT We at BWBF are here to help and support your agency as much as we can. Why not speak to our Agent Liaison Manager David Beard on or if you have any general enquiries, or contact your local RDM: Simon Parsons Brad Samuels Sophie Wheldon Steven Poole Throughout the year, we find it is good practice that your RDM makes, at least, an annual visit at which time you can discuss any issues which need to be dealt with as well as completing a review of stock levels, from what has been ordered to what has been issued. You don t have to worry - just pick up the phone or drop us an . We are always happy to help. Page 7

8 BWBF WEBSITE Our website is We hope agents will find this a useful resource. We welcome feedback from our agents and look forward to hearing from you. The website has a page where recipients can find out who their local agent is. We have also created an agent login area, which we hope you will find useful. To use this section of the website, agents will need to contact Head Office on if you don t have a user name and password. Once logged in agents will be able to: Order sets and literature Update your details Refer recipients not in your catchment area to BWBF BWBF has included information and specification of all sets under the products page as well as user manuals and information sheets which are available to download. Agents can also find out what BWBF is up to on our news page, or follow us on Twitter and Facebook. PORTABLE APPLIANCE TESTING (PAT) BWBF is not responsible for routine maintenance of sets, as goods are supplied directly from the manufacturer and old equipment is repaired/serviced prior to issue. In line with Department of Business Enterprise and Regulatory Reform guidance, BWBF has shown due diligence and is therefore not subject to Portable Appliance Testing. INSURANCE COVER FOR BWBF SETS BWBF does not insure sets either in a recipient s home or when held in an agent s premises. Agents should ensure they have adequate insurance to cover any loss by theft, fire or other calamity where small stocks of radios are held. BWBF cannot be held financially responsible for any such losses. Agents should also inform recipients that they are responsible for insuring sets provided to them. The current retail value of sets/accessories is as follows: Concerto Duet PLAY R headphones Page 8

9 BWBF DIRECT LTD BWBF Direct Ltd is the marketing arm of BWBF and is the only method by which our adapted audio equipment may be purchased. Enquiries regarding the purchasing of a set should be forwarded to Victoria Fox, BWBF Direct Ltd, at Head Office in Maidstone on Under no circumstances whatsoever should agents ever sell any sets they may have in stock. Any individual can purchase a set. Please contact Victoria Fox on victoria@bwbfdirect.co.uk or for more details visit our website Registered blind or partially sighted people purchasing a specially adapted set can obtain zero-rated VAT upon completion of a VAT exemption form. This can be completed as a paper version or online through the website. This does not apply to people purchasing on behalf of a registered blind or partially sighted person. Payment is required at the time of ordering either by cheque or credit/debit card. Orders may also be made online at using our secure payment system. Please note the repair of purchased sets is not covered by BWBF s repair commitment for equipment issued on a free loan basis. All sets are sold with a standard one year manufacturer warranty. Any enquiries about faulty equipment should be made direct to Victoria Fox at BWBF Direct Ltd, at Head Office on HEAD OFFICE ADDRESS British Wireless for the Blind Fund, 10 Albion Place, Maidstone, Kent, ME14 5DZ. Tel: BWBF Direct Ltd. Address & phone number as above. Page 9