Customer interaction and identifying problem gamblers
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Do you have policies and procedures in place to identify customers who may be experiencing or are at risk of developing problems with their gambling?
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Have you allocated sufficient resources to be able to interact with customers early and effectively when you have concerns?
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Are you curious about your customers? Do you monitor customer activity? Do you record interactions? Do you track customers across your different platforms and do enough to spot multiple customer accounts?
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Do you have systems in place to identify potential problem gamblers (these should not be just financial)?
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How do you protect new customers (where a pattern of play cannot yet be established)?
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Do your systems include appropriate trigger points for changes in a customer’s gambling patterns?
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Do your systems generate problem gambling red flag, trigger and gambling pattern management information reports?
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Will your processes keep pace with increased demand?
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Will your growth, or any merger, affect your ability to monitor customers?
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How are you evaluating your measures and procedures to ensure they are effective and how do you plan to make improvements?
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Are your staff sufficiently trained to spot problem gamblers and know how to report concerns? Are there clear procedures once a concern has been raised?
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Where concerns arise, are you able to intervene early and engage with a customer?
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Do your customer interaction policies and procedures also cover VIP customers? Are you alert to the particular risk these customers bring? Are you ensuring commercial considerations are not overriding customer protections?
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Do your interactions work? Are you analysing the success of the interactions?
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Have you considered what a good interaction looks like? (A standard, one size fits all approach to interactions is not sufficient)
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Do you ensure that the problem gambling interaction is purely about problem gambling and is not aimed at making money?
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Do you proactively interact with customers and ensure that customer responses are adequately reassuring?
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Do you ensure that VIP and responsible gambling programs interact to protect customers identified as at risk?
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