This checklist looks at how customers experience your digital journeys, including how information, choices, pricing and actions are presented. It can help identify areas that may warrant further review, but it is not a legal compliance assessment or legal advice. Your legal and compliance teams should determine how the legislation applies to your organisation, products and services.
Hard compliance
Bright-line, testableSpecific, testable requirements set out in the legislation.
These checks cover areas where the legislation sets out specific requirements for pricing and subscription experiences. Unlike the broader unfair trading practices prohibition, these requirements are more clearly defined and can be checked against your current experience.
Tick the box if the statement is true of your current digital experience. Leave it unticked if it isn't true, you're unsure, or you need to investigate further.
An unticked item may indicate an area that needs attention. Your legal or compliance team should determine how the requirement applies to your organisation and circumstances.
Risk indicators
Judgment-based riskAreas where context and the overall customer experience matter.
These checks relate to the broader unfair trading practices prohibition. Unlike the specific requirements above, there isn't always a simple pass or fail. Whether a practice creates risk depends on the conduct, the context in which it occurs and how it may affect customer decision-making.
Tick the box if the statement is true of your current digital experience. Leave it unticked if it isn't true, you're unsure, or you need to investigate further.
An unticked item doesn't necessarily mean there is a problem. Individual design patterns can have legitimate uses. However, several issues occurring within the same customer journey may indicate an area that warrants closer review with your legal or compliance team.
We review your key customer journeys, checkout, sign-up, cancellation, account changes and flag where you're exposed.