What this help covers

This help may consist of opening an official or known website, reading an instruction aloud, explaining the steps in simple language, helping the person enter their own information, attaching a file, checking that a document is readable, printing or saving a confirmation, preparing a list of documents to provide, noting a deadline or creating a reminder. It may also concern simple requests to a municipality, a cantonal service, an insurance provider, a supplier, a shop, a delivery service or a platform already used by the person.

Preferred providers

Before the intervention

• Obtain the person’s clear agreement on the procedure, the website used, the documents consulted and the information sent.
• Identify whether the procedure is simple or whether it involves a right, deadline, contract, amount of money or important responsibility.
• Prefer official websites, known portals or links provided directly by the service concerned.
• Check the website address and avoid suspicious links, urgent messages, unusual payment requests or pages imitating an official service.
• Let the person enter passwords, SMS codes, identifiers, signatures or sensitive confirmations themselves.
• Never write down, photograph, store or transmit a password, access code, bank card or personal identifier.
• Read important fields before validation and check that the person understands what is being sent.
• Keep only useful confirmations with the person’s agreement: receipt, file number, date, time, place or list of documents to provide.
• Avoid saving sensitive documents on a device that does not belong to the person or is not secured.
• Close the session, remove temporary files if necessary and check that no personal document remains open after the intervention.
• Plan a calm pace, especially if the person is anxious, tired, confused, pressured by a deadline or not comfortable with digital tools.

What DomusHelp does not cover

• Specialized legal, tax, medical, financial, insurance or administrative advice.
• Decision-making in the person’s place, choosing a binding option, signing or validating without clear understanding.
• Management of passwords, SMS codes, banking access, credit cards, payment methods or sensitive electronic signatures.
• Tax declarations, appeals, legal procedures, inheritance matters, contracts, disputes or complex complaints.
• Management of a medical file, modification of treatment, choice of insurance or transmission of health data without an appropriate professional framework.
• Opening an account, applying for credit, investing, making a major payment, expensive purchase or banking operation.
• Responding to a suspicious message, urgent payment request, ransom demand, fake technical support, phishing or likely fraud.
• Unauthorized storage of documents, copies of identity papers, personal data, photos, supporting documents or private emails.
• Promising that the procedure will be accepted, that a deadline will be met or that the administrative result will be favorable.
• Using the provider’s personal account to carry out a procedure on behalf of the person.
• Circumventing rules, making a false declaration, changing information, concealing facts or sending an unverified document.
• Managing an urgent, conflictual or sensitive situation requiring an authority, official service or competent professional.

Need help with a simple online procedure in the district of Visp?

DomusHelp can help clarify the request, check whether the help remains simple and refer the person to an appropriate local provider when the procedure involves sensitive data, an important deadline, a payment, a signature, a right or specialized responsibility.