Question to the Department for Science, Innovation & Technology:

To ask the Secretary of State for Science, Innovation and Technology, what discussions she had with (a) the Financial Conduct Authority, (b) Ofwat, (c) Ofgem and (d) Ofcom on ensuring (i) services are accessible to residents who are not online and (ii) issues around digital exclusion are consistently embedded in regulator guidance on dealing with vulnerable customers.

Digital inclusion can transform people’s lives for the better. Families can save money on their groceries and energy bills when they shop online; those looking for work can find better job opportunities and earn more; and people can more easily access the services they need – including the NHS and welfare.

That is why we published the Digital Inclusion Action Plan, which sets out our immediate actions to deliver digital inclusion for everyone across the UK, regardless of their circumstances.

We encourage providers of key services important to people’s daily lives – like banking and utilities – to prioritise inclusive and accessible services for everyone. We are working with industry, the Regulators and the voluntary sector to champion access for digitally excluded customers, including vulnerable people. That is why, for example, the government’s recent Financial Inclusion Strategy highlighted the commitment we have agreed with the financial services industry to rollout 350 banking hubs by the end of this parliament.

We also want to make government digital services easier to access. Legal requirements should ensure public sector websites and apps meet accessibility requirements, and there is published best practice to provide alternative routes such as phone lines, in-person support and paper forms.