Keeping records
Good record keeping allows you to demonstrate when and why you have interacted with customers and helps with ongoing monitoring of customers.
You should:
- Keep records of all customer interactions and, where an interaction has been ruled out, the reasons for this. Where an interaction has taken place at a later date, this should also be recorded.
- Make use of all relevant sources of information to guide and deliver effective customer interactions, including your records of previous interactions.
Good records should include:
- the behaviour or activity before the interaction.
- the change in behaviour or prompt for the interaction.
- how you interacted and what was said or done, for example advice or suggestions to help the customer manage their gambling, or to take a break from their gambling, and
- what happened next.
You should also record situations where an interaction was prompted but did not take place, and how you followed that up.
In some cases, you will need to monitor the customer’s gambling to spot behaviours which could indicate further harm.
Interact: questions to consider
- Where concerns arise, are you able to intervene early and engage with a customer at the right time?
- How do you ensure your staff are prepared and able to carry out interactions?
- Are your staff able to carry out customer interactions discreetly?
- Are your staff aware of and trained to carry out different levels of interaction?
- Have you allocated the right level and kind of resources to be able to interact with customers effectively when you have concerns?
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Last updated: 4 June 2021
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