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Consultation response

Remote customer interaction: Consultation Response

This response document sets out our conclusions and actions in relation to the consultation around remote customer interaction.

Published
14 April 2022

Last updated
14 April 2022 - Changes

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Contents

Overall requirements and process

The requirement to conduct customer interaction is an existing LCCP requirement. We proposed that this is retained and strengthened. We proposed that this is strengthened by specifying that operators must implement effective processes which reflect the ongoing process of customer interaction. In the consultation, we proposed that operators must build processes which include the need to identify risk, take appropriate action and evaluate the impact of that action. This wording was similar to the existing requirement on operators that has been in place since 2019. However, this proposal was to further embed the principle that customer interaction is an ongoing process that should be considered throughout the customer’s relationship with the operator.

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Consultation questions on overall requirements and process
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