Make it much easier to speak to a person on a #hotline
🧐"Te wider issue is .. whether #service #architecture is judged by what exists on paper than what's accessible in practice. #fairdealing .. shld extend to te design of #customer #contact channels.. Institut'ns shld review their c'r channels based on discoverability, not just existence. #Regulators shld consider whether hidden contact pathways r consistent w fair dealing.. shldn't req insider guidance"
https://www.straitstimes.com/opinion/forum/forum-make-it-much-easier-to-speak-to-a-person-on-a-hotline



