Professionals call this capacity. Capacity is the ability to:


Understand information

Remember that information


Weigh up that information when making a decision

Use that information and communicate your decision


If something is affecting your capacity, you might end up making a decision you regret, or you might not be able to make a decision at all.

Sometimes this is called being ‘vulnerable’ but we don’t really like that term. Anyone can have limited capacity awareness. Capacity can come and capacity can go. It depends on the time and the type of decision being made.

Almost anything might impact your capacity to make a particular decision, but there are some things which are known to have big impact, for example:

  • Dementia
  • Hearing or sight loss
  • Learning disabilities
  • Mental health issues
  • Autism
  • The consequences of making a decision without capacity can be terrible. We’re not just talking about money (but of course that is important), but it can be embarrassing, confusing, and might make you reluctant to enjoy things you used to be able to.
  • Every retailer and organisation should be trained to provide extra support where it is needed. Even a small amount of training can make a massive difference.
  • If your retailer or organisation displays the Support Inform logo, you can be sure that staff understand when capacity training is required. You can be sure that staff know how to provide extra support sensitively and discreetly.
  • Importantly, you can be assured that they won’t accidentally take advantage and you don’t have to worry about being embarrassed or uncomfortable.
  • If they are trained for disability awareness, you can let them know that you need a little extra help simply by asking. If you’d rather not say, that’s fine too - they will help you just as they would anyone else, but will know when to provide some extra support without making a song and dance about it!
  • If your organisation or retailer is not trained don’t lose heart, we are working on it! Our goal is that you should feel comfortable and secure wherever you go, knowing that all staff are trained to support you with the same knowledge.

To see if your organisation or retailer is trained for customer support, simply enter their name below:

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