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Our compliance model helps us understand our customers so we can work proactively and tailor our approach.

With the customer at the centre of the model, we recognise 3 factors that influence customers’ behaviour:

  • motivation
  • opportunity
  • capability.

These factors help us to provide the right support for customers such as providing certainty and making it easy to comply. This helps us achieve our outcomes.

Last updated: 18 Dec 2023
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