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 SR Code Provision 3.4.3).

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Published
20 June 2022

Last updated
23 August 2023 - Changes

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Contents

• Customer interaction guidance - for remote gambling licensees (Formal guidance under SR Code 3.4.3)

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• Introduction
• Section A - General requirements
  • - Section A - General requirements - Requirement 1
  • - Section A - General requirements - Requirement 2
• Section B - Identify
  • - Section B - Identify - Requirement 3
  • - Section B - Identify - Requirement 4
  • - Section B - Identify - Requirement 5
  • - Section B - Identify - Requirement 6
  • - Section B - Identify - Requirement 7
• Section C - Act
  • - Section C - Act - Requirement 8
  • - Section C - Act - Requirement 9
  • - Section C - Act - Requirement 10
  • - Section C - Act - Requirement 11
• Section D - Evaluate
  • - Section D - Evaluate - Requirement 12
  • - Section D - Evaluate - Requirement 13
  • - Section D - Evaluate - Requirement 14

Section B - Identify

Contents

1. Section B - Identify - Requirement 3 Customer interaction guidance - Requirement 3 - Customers who are in a vulnerable situation are supported.
2. Section B - Identify - Requirement 4 Customer interaction guidance - Requirement 4 - There are effective systems and processes to monitor all customer activity and identify harm.
3. Section B - Identify - Requirement 5 Customer interaction guidance - Requirement 5 - Seven relevant categories of indicators that you must use to help identify gambling related harm.
4. Section B - Identify - Requirement 6 Customer interaction guidance - Requirement 6 - Ensure that customers are given the same level of protection even where you contract with third parties.
5. Section B - Identify - Requirement 7 Customer interaction guidance - Requirement 7 - The greater the harm identified the more important it is to take swift action.

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Section A - General requirements - Customer interaction guidance for remote gambling licensees (SR Code 3.4.3) Next section
Section C - Act - Customer interaction guidance for remote gambling licensees (SR Code 3.4.3)

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Last updated: 23 August 2023

Show updates to this content

Guidance updated following the 'Remote customer interaction - consultation on guidance'.