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RNIB prompts grocery company Milk & More to open up access to its service

Milk & More has made changes to enable digitally excluded older and disabled customers to use its services after RNIB raised concerns.

A graphic of a grocery delivery van.

Earlier this year RNIB received a number of complaints from Milk & More customers through our partner sight loss organisations. These customers were no longer able to access the milk and grocery delivery service, due to Milk & More’s decision to go online-only.

We’ve been concerned for some time about the impact of online-only and online-first policies, for people who are digitally excluded as a result of their sight loss and / or age. These policies potentially breach the Equality Act, and organisations should be making “reasonable adjustments” to include digitally excluded customers.

Identifying problems and solutions

Working with our partner organisations, representatives from the older people’s sector, and individuals unable to access Milk & More’s service, we identified what the barriers were and approached Milk & More for a meeting.

We’re pleased to say Milk & More has come up with a solution after meeting with us. It has established a priority services “register” for customers who are unable to operate an account online – as a result of disability or age.

How the alternative arrangements work

These customers can now operate their Milk & More account by telephone. They will need to contact the customer services telephone line on 0345 606 3606, explaining they are unable to operate their account online. We understand Milk & More will then make a note on the account; customers can then make and amend orders by telephone.

Existing customers, who are currently operating their account through a friend or relative because they are not online, will now be able to operate their account independently if desired.

Share your feedback

We are keen to hear feedback on how this new service works, and whether or not it addresses the concerns people have. We have agreed to meet with Milk & More in future to discuss whether the new service is effective and if any further changes are needed.

We are also interested to hear from people who have experienced other examples of digital exclusion. You can get in touch by calling the RNIB Helpline on 0303 123 9999: 8am to 8pm on weekdays and 9am to 1pm on Saturdays.