Guidance
Customer interaction guidance - for remote gambling licensees (Formal guidance under SR Code 3.4.3)
Customer interaction guidance for remote gambling licensees (Formal guidance under Social Responsibility Code 3.4.3)
Section C - Act - Requirement 11
11. Licensees must ensure that strong indicators of harm, as defined within the licensee’s processes, are acted on in a timely manner by implementing automated processes. Where such automated processes are applied, the licensee must manually review their operation in each individual customer’s case and the licensee must allow the customer the opportunity to contest any automated decision which affects them.
Aim
To ensure that immediate, automated action is taken to minimise harm where strong indicators of harm are identified.
Formal guidance
To ensure a timely response to identification of significant harm there will be a need for licensees to have automated processes in place. For example, if a significant level of harm is identified, a block on further gambling may be necessary until an action or actions have taken place that manages the risk of harm, or a maximum deposit limit should be imposed.
Where such automated processes are applied, the licensee must manually review their operation in each individual customer’s case and the licensee must allow the customer the opportunity to contest any automated decision which affects them. This requirement is consistent with data protection requirements.
Previous sectionSection C - Act - Requirement 10
Last updated: 24 June 2022
Show updates to this content
Section navigational summary provided with more detail to aid usability. No core content has been changed in this update.