Zdravo Matej
Nakon ?to sam pogledao vezu koju ste mi poslali, vidim da datum za ovaj dokument jasno ka?e oktobar 2019. ......
Naslov odredbe ?Odredba kodeksa dru?tvene odgovornosti 3.4.1 (od 31. listopada 2019.) Interakcija s klijentima"
Prema odredbi F), jasno se ka?e ?Do daljnjeg se onemogu?avaju kupci povratne mogu?nosti povla?enja".
Moje izdanje se dogodilo u aprilu 2020. godine. Molim vas pomozite mi da to dalje shvatim
Pogledajte cijele informacije u nastavku.
Interakcija s klijentima - Dodatna formalna uputstva za udaljene operatere za vrijeme izbijanja COVID-19
Odredba kodeksa dru?tvene odgovornosti 3.4.1 (Od 31. listopada 2019.) Interakcija s klijentima
Sve licence, osim ne-daljinske lutrije, tehni?kih automata za igre na sre?u, softvera za kockanje i licenci doma?ina.
1. Vlasnici licence moraju komunicirati s kupcima na na?in koji minimizira rizik da kupci do?ive ?tete povezane sa kockanjem. To mora uklju?ivati:
identificiranje kupaca koji mogu biti u opasnosti ili ?e osjetiti ?tetu povezanu sa kockanjem.
interakcija s kupcima koji mogu biti u opasnosti ili ?e osjetiti ?tetu povezanu sa kockanjem.
razumevanje uticaja interakcije na kupca i efikasnost radnji i pristupa Vlasnika licence.
2. Vlasnici licence moraju uzeti u obzir smjernice Komisije o interakciji s kupcima. Ova se smjernica izdaje i dalje sa slu?benim uputama za interakciju s kupcima za udaljene operatere iz jula 2019. godine.
Zbog trenutne pandemije COVID-19 i povezanog zaklju?avanja, licencirani korisnici bi trebali osigurati da su u okvir interakcije s kupcima primijenjene sljede?e mjere u svrhu spre?avanja ?tete povezane sa kockanjem:
a) Pregledi svih pragova i okida?a koji se koriste za pra?enje ranjivosti kako bi se osiguralo da odra?avaju promijenjene financijske okolnosti s kojima ?e se suo?iti mnogi potro?a?i. Treba naglasiti te pragove i prekida?e koji se proaktivno resetiraju na oprezu kako bi se osiguralo da kupci s ranjivom pojavom, poput pove?anog vremena provedenog u igri ili pove?ane potro?nje, mogu biti identificirani
b) Konkretno, pregledajte svoje pokazatelje vremena da biste zabilje?ili igru ve?u od 1 sata, jer je to proxy za potencijalno o?te?enje.
c) Postavite dodatne ili izmijenite postoje?e pragove i okida?e koji su specifi?ni za nove kupce koji odra?avaju nepoznavanje operatera o obrascima igre i potro?nje tog pojedinca.
d) Provedite procese koji osiguravaju kontinuirano pra?enje va?e korisni?ke baze, identificiraju?i kupce ?iji su se obrasci igre, potro?nje ili pona?anja promijenili u posljednjih nekoliko tjedana.
e) Provesti procjenu pristupa?nosti za pojedince koje su pokupili postoje?i ili novi pragovi i okida?i koji pokazuju da potro?a?i do?ivljavaju ?tetu. Razmislite o ograni?avanju ili blokiranju daljnje igre do zaklju?enja provjera i podupiranja pribavljenih dokaza.
f) Do daljnjeg onemogu?ite kupcima mogu?nost obrnutog povla?enja.
g) Prestanite bonus ponude ili promocije za korisnike koji prikazuju pokazatelje ?tete [1]
Poznavanje i prepoznavanje va?ih kupaca u riziku ili isku?enja ?tete i rano i brzo djelovanje moglo bi vam pomo?i zaustaviti ili sprije?iti pogor?anje.
Ove mjere Komisija ?e redovno pregledavati Komisija i mogu se revidirati kao odgovor na promjene okolnosti.
Hi Matej
Having now looked at the link you sent me I see that the date for this document clearly says from October 2019......
Headlining the Provision 'Social responsibility code provision 3.4.1 (From 31 October 2019) Customer interaction'
Under provision F) it clearly says 'Prevent reverse withdrawal options for customers until further notice.'
My issue happened in April 2020 this is dated 2019?????? Please help me understand this further
See full info below.
Customer interaction – Additional formal guidance for remote operators during COVID-19 outbreak
Social responsibility code provision 3.4.1 (From 31 October 2019) 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:
identifying customers who may be at risk of or experiencing harms associated with gambling.
interacting with customers who may be at risk of or experiencing harms associated with gambling.
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. This guidance is issued further to the formal customer interaction guidance for remote operators of July 2019.
Due to the ongoing COVID-19 pandemic and associated lockdown, licensees should ensure they have the following measures implemented into their customer interaction framework for the purposes of preventing gambling related harm:
a) Reviews of all thresholds and triggers used to track vulnerability to ensure that they reflect changed financial circumstances that many consumers will be experiencing. An emphasis should be placed on those thresholds and triggers being proactively reset on a precautionary basis to ensure customers with emerging vulnerability, such as increased time spent at play or increased spend can be identified
b) Specifically, review your time indicators to capture play in excess of 1 hour as this is a proxy for potential harm.
c) Set additional or modify existing thresholds and triggers which are specific to new customers reflecting an operator’s lack of knowledge of that individual’s play and spend patterns.
d) Implement processes that ensure the continual monitoring of your customer base, identifying customers whose patterns of play, spend or behaviours have changed in the last few weeks.
e) Conduct affordability assessments for individuals picked up by existing or new thresholds and triggers which indicate consumers experiencing harm. Consider limiting or blocking further play until the checks have been concluded and supporting evidence obtained.
f) Prevent reverse withdrawal options for customers until further notice.
g) Stop bonus offers or promotions to customers displaying indicators of harm[1]
Knowing and identifying your customers at risk of or experiencing harm and acting early and quickly could help stop or prevent the harm worsening.
These measures will be kept under periodic review by the Commission and may be revised in response to changes in circumstance.
Automatski prevedeno:
