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 C - Act

Contents

1. Section C - Act - Requirement 8 Customer interaction guidance - Requirement 8 - Action should be a proportionate response to address the harm, or potential harm, identified.
2. Section C - Act - Requirement 9 Customer interaction guidance - Requirement 9 - Set minimum requirements for the type of action and ensure your response is proportionate to the indicators of harm.
3. Section C - Act - Requirement 10 Customer interaction guidance - Requirement 10 - The customer no longer receives any direct or targeted marketing and is prevented from taking up any new bonus offers.
4. Section C - Act - Requirement 11 Customer interaction guidance - Requirement 11 - Ensure that immediate, automated action is taken to minimise harm where strong indicators of harm are identified.

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Section B - Identify - Customer interaction guidance for remote gambling licensees (SR Code 3.4.3) Next section
Section D - Evaluate - 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'.