Consultation response

Remote customer interaction: Consultation Response

This response document sets out our conclusions and actions in relation to the consultation around remote customer interaction.

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Published
14 April 2022

Last updated
14 April 2022 - Changes

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Contents

• Remote customer interaction: Consultation Response

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• Summary
• Next steps
• Introduction
• Proposal 1 - Overall requirements and process
• • Overall requirements and process
  • Consultation questions on overall requirements and process
  • Respondents’ views on overall requirements and process
  • Our position on overall requirements and process
• Proposal 2 - Identifying customers at risk of harm
• • Identifying customers at risk of harm
  • Consultation questions on identifying customers at risk of harm
  • Respondents’ views on identifying customers at risk of harm
  • Our position on identifying customers at risk of harm
• Proposal 3 - Requirement to act
• • Requirement to act
  • Consultation questions on requirement to act
  • Respondents’ views on requirement to act
  • Our position on requirement to act
• Proposal 4 - Evaluation of effectiveness
• • Evaluation of effectiveness
  • Consultation questions on evaluation of effectiveness
  • Respondents’ views on evaluation of effectiveness
  • Our position on evaluation of effectiveness
• The LCCP provision

Consultation questions on evaluation of effectiveness

Question 13: To what extent do you agree with the proposal to strengthen the existing requirement by specifying that remote operators must implement processes to understand the impact of their actions on individual consumers?

Question 14: To what extent do you agree that operators must take all reasonable steps to assess overall effectiveness of their measures?

Question 15: Do you have any comments on the proposed requirements to evaluate effectiveness?

Previous section
Evaluation of effectiveness Next section
Respondents’ views on evaluation of effectiveness

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Last updated: 14 April 2022

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