Consultation response

Changes to LCCP on ADR, CI and RET contributions

A summary of the responses to our consultations on changes to LCCP requirements for customer interaction and alternative dispute resolution (ADR) providers.

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Published
31 July 2019

Last updated
20 August 2021 - Changes

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Contents

• Changes to LCCP on ADR, CI and RET contributions

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• Executive Summary
• Introduction
• Alternative dispute resolution
• Customer interaction
• - Introduction
• - Consultation proposal
• - Proposed changes to Social responsibility code 3.4.1 (1a)
• - Proposed changes to Social responsibility code 3.4.1 (1c)
• - Proposed changes to Social responsibility code 3.4.1 (2)
• - Our proposal to remove ordinary code 3.4.2
• - Amended Social Responsibility Code 3.4.1 Customer Interaction
• Research, Prevention and Treatment contributions
• Appendix A: Amended social responsibility code of practice 6.1.1 – complaints and disputes
• Appendix B: Amended social responsibility code of practice 3.4.1 – customer interaction
• Appendix C: Amended social responsibility code of practice 3.1.1 – combatting problem gambling

Appendix B: Amended social responsibility code of practice 3.4.1 – customer interaction

Social responsibility code provision 3.4.1 - amended version will come into force on 31 October 2019
Customer interaction

All licences, except non-remote lottery, gaming machine technical, gambling software and host licences

1. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:
   
   1. identifying customers who may be at risk of or experiencing harms associated with gambling.
   2. interacting with customers who may be at risk of or experiencing harms associated with gambling.
   3. understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and approach.
2. Licensees must take into account the Commission’s guidance on customer interaction.

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ADR-CI-RET response: Appendix A: Amended social responsibility code of practice 6.1.1 – complaints and disputes Next section
ADR-CI-RET response: Appendix C: Amended social responsibility code of practice 3.1.1 – combatting problem gambling

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Last updated: 20 August 2021

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