BAT’s Product Surveillance Network
A globally coordinated operation, with over 60 careline centre locations, covering ~80 Smokeless Product markets, all interacting and supporting our consumers on a daily basis.
End to End Process Flow
- All adverse events reported by consumers are received by the local careline team
- The careline agent engages with and supports the consumer
- After initial processing, AE reports are triaged and flow into the PV database
- The PV department acknowledges each case with the relevant market and follows up when required
- The case is closed and archived when assessed as complete as possible
Please note, this is an illustrative diagram. Careline centre locations may be subject to changes. Some careline centre locations cover multiple markets. Data as of November 2025.
Footnotes
For products sold in the U.S. by Reynolds American Inc.’s Operating Companies, procedures and data are managed under a dedicated product vigilance programme at subsidiary companies of Reynolds American Inc. For this reason, when this report discusses specific product vigilance procedures and related data, such procedures and data exclude the US.
Please note, this is an illustrative diagram. Careline centre locations may be subject to changes. Some careline centre locations cover multiple markets. Data as of November 2025.
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