We Want to Play fair, Do You Know That We Have a Fair Play Department?
In the Czech Republic, more than 240,000 people already have the MultiSport Card. It is an employee benefit that allows one free or discounted entry to a network of relaxation or sports facilities across the whole Czech Republic every day. It is an employee benefit that allows one free or discounted entry to a network of relaxation or sports facilities across the whole Czech Republic every day. And what happens when we suspect that our cards are being misused, not only to the benefit of partners? Among other things, we have also interviewed the head of the Fair Play department, who answered a few interesting questions for us.
Among other things, we have also interviewed the head of the Fair Play department, who answered a few interesting questions for us. We constantly strive to expand and improve this network, but occasionally there comes a moment when the cooperation must be terminated. The most common reason is that mutual expectations are not met and that’s okay, that happens sometimes.
However, from time to time, it also happens that a partner, client or the end user repeatedly (and knowingly) commits the so-called “fraud,” considered a deception. Since Czech people are naturally very inventive, they have already come up with many ways to bypass our system. Without our Fair Play department, where we monitor suspicious card entries through an internal system for a long time, these frauds would have probably never been discovered. However, everything is recorded in the system and over the years, we have identified several patterns of questionable card activities, so it is almost certain that sooner or later we will come across fraudulent behavior. And what happens if we uncover the fraud? No, the world will not collapse and the Earth will keep turning. Of course, it may also be due to ignorance and since we strive to expand the network rather than the opposite, we will point out the mistake and discuss it in more detail to prevent it in the future.
Having solving frauds in your daily to-do list can be quite interesting, so we interviewed Víťa, the head of the Fair Play department, who answered a few questions for us:
How often do new cases of fraud occur?
It can be said that new frauds occur every day, even if I were to take it only in terms of numbers on average, that’s how it is. However, it is necessary to take into account the seriousness of each mistake and subsequently address it. That is the reason, why our team is constantly growing and improving.
How long does it take for you or your team to uncover that it is fraud?
Historically, it took longer time before we uncovered something, because it was preceded by more complex data processing or personal visits to partners. Today, it is different, thanks to tools such as automation and above all, experience. Today, it is different, thanks to tools such as automation and above all, experience. If we wanted to measure it, then in terms of time, it ranges from a few seconds to several hours. Feedback is also important to us, where end holders are sufficiently informed and know what is an abnormal behavior and what is wrong.
How do you handle frauds?
Everything starts with a basic view of data about the partner or client. After suspicion, a thorough analysis follows, which includes several dozen steps and at the same time an effort to obtain direct evidence with regard to the severity of the case. When we have enough information and documents, we proceed and confront the other party. At this meeting, we provide the other party with the maximum amount of information and through negotiation, we seek the best possible path to result. We typically seek the already known path of a win-win (compromise), meaning an explanation, alignment of contractual conditions even in the future and most importantly maintaining cooperation with an already trouble-free partner or client.
What do partners, clients or users do wrong without knowing it most often?
That’s a harder question. With regard to frauds, all these parties know that they are doing something wrong and it is definitely not okay, because they do it with a clear intention. Mostly, these are combined frauds, where at least two parties are involved. Mostly, these are combined frauds, where at least two parties are involved. Furthermore, it is also with regard to the current situation, the repeated collection of surcharges. For clients, it is undoubtedly violation of the financing model and also, in many cases, reselling cards to people at an inadequate price who do not have the opportunity to have a card through their employer. Holders of cards obtained in this way may lose both the card and their funds without compensation.
And the last concluding question. Can you tell us which fraud stuck in your memory the most and what impressed you about it?
Over the time I’ve been here, there’s really a lot. In general, human inventiveness always impresses me. If I were to mention something specific, it would definitely be our personal visits to partners. The visits occur during the whole day and the expressions of the people who do it are priceless because they don’t expect us at all. Personally, I immediately remembered a sports facility where I was waiting in front of the reception and watched as the staff, right in front of me, scanned a stack of cards without the presence of the cardholders. We immediately confiscate these cards or their copies. Of course, client frauds are also interesting and we address them with the same effort because we don’t want anyone to enrich themselves on our brand and on the great employee benefit.
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