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  3. Duties and responsibilities under the Proceeds of Crime Act 2002

Guidance

Duties and responsibilities under the Proceeds of Crime Act 2002

This advice explains how operators can make sure they and their employees comply with their obligations under The Proceeds of Crime Act 2002 (POCA).

Published
13 November 2020

Last updated
20 August 2021 - Changes

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  1. Contents
  2. Amended Social Responsibility Code 3.4.1 Customer Interaction

Amended Social Responsibility Code 3.4.1 Customer Interaction

Following consideration of consultation responses, we have decided to proceed with our proposed rewording of social responsibility code 3.4.1, in order to raise standards and make gambling safer for consumers.

Since publishing the consultation, one further amendment has been made in order to provide clarity.

Social responsibility code provision 3.4.1
Customer interaction

All licences, except non-remote lottery, gaming machine technical, gambling software and host licences

  1. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:
    1. identifying customers who may be at risk of or experiencing harms associated with gambling.
    2. interacting with customers who may be at risk of or experiencing harms associated with gambling.
    3. understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and approach.
  2. Licensees must take into account the Commission’s guidance on customer interaction.

    3. amendment was made to 1 (c) adding 'actions and' after licensees.

In rewriting the social responsibility code for customer interaction, we also set out to create a much more comprehensive guidance document which included appropriate requirements in the previous codes as well as more detail about research and to share common and good practice to help support operators in developing their own processes and procedures for customer interaction

We have decided therefore to proceed with the removal of ordinary code provision 3.4.2, and instead require those provisions to be met in different ways, through inclusion in our guidance and more appropriately facilitated through the National Strategy to Reduce Gambling Harms.

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