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.
Contents
- 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.
Consultation questions on requirement to act
Last updated: 14 April 2022
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