GB/T 46306-2025 Consumer vulnerability—Requirements and guidelines for the design and delivery of inclusive service

Scope

This document stipulates how organizations should design and provide fair, flexible, and inclusive services, as well as related guidelines. Inclusive services will have a positive impact on consumers' vulnerability and minimize the risk of consumer harm. This document covers organizational culture and strategy, inclusive design, and how to identify and address consumer vulnerabilities. It applies to any organization that provides services (including service-related products) to consumers, regardless of their location or size. Note 1: "Services" refer to all services provided to consumers, whether online or offline. Service sectors may include healthcare, leisure and entertainment, retail, energy, communications, financial services, tourism, digital services, professional services, and trade, etc. Note 2: Service providers may include private or public organizations of any size, charities, government agencies, and local authorities. Note 3: In some cases, it may be fair and reasonable for inclusive service providers to restrict individual access to services by non-target audiences, with the primary aim of protecting consumers and preventing harm. For example, preventing children from accessing online gambling websites.

Development Information

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