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.

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Published
14 April 2022

Last updated
14 April 2022 - Changes

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Contents

• Remote customer interaction: Consultation Response

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• Summary
• Next steps
• Introduction
• Proposal 1 - Overall requirements and process
• • Overall requirements and process
  • Consultation questions on overall requirements and process
  • Respondents’ views on overall requirements and process
  • Our position on overall requirements and process
• Proposal 2 - Identifying customers at risk of harm
• • Identifying customers at risk of harm
  • Consultation questions on identifying customers at risk of harm
  • Respondents’ views on identifying customers at risk of harm
  • Our position on identifying customers at risk of harm
• Proposal 3 - Requirement to act
• • Requirement to act
  • Consultation questions on requirement to act
  • Respondents’ views on requirement to act
  • Our position on requirement to act
• Proposal 4 - Evaluation of effectiveness
• • Evaluation of effectiveness
  • Consultation questions on evaluation of effectiveness
  • Respondents’ views on evaluation of effectiveness
  • Our position on evaluation of effectiveness
• The LCCP provision

Requirement to act

We proposed in the consultation to clarify within requirements that:

• an operator must take action in a timely manner when potential harm is identified
• tailor that action to the nature of the indicators
• for indicators that the operator classes as ‘strong’, we proposed that this must include automated solutions.

Next section
Consultation questions on requirement to act

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Last updated: 14 April 2022

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