February 18, 2019

The Gambling Commission is calling for views on plans to accelerate progress in its drive to make Britain’s gambling industry the fairest and safest in the world.

The regulator would like to hear views from all stakeholders, including consumers, gambling businesses and other interested groups, on three proposed measures to reduce gambling harms and help consumers in dispute with operators.

Customer Interaction

Customer interaction describes how gambling businesses identify and interact to help customers who may be at risk of or experiencing harms associated with gambling.

As part of the consultation the Commission is requesting views on strengthening its expectations on identifying and interacting with customers, evaluating what works, and taking into account the regulator’s guidance on customer interaction.

Alternative Dispute Resolution (ADR)

All licensed gambling operators are required to meet certain standards when handling complaints and are required to offer dispute resolution by an ADR provider.

Following a review of the sector the Commission has decided to consult on whether it should require operators to only use ADR providers who have met additional standards it has set.

Gambling blocking software

In addition to consulting on specific changes to requirements for operators above, the Commission is also seeking views, through a call for evidence, on whether operators should have to provide access to blocking software free of charge to customers, and how this could most effectively be delivered. Gambling blocking software allows consumers to block access to gambling products on their phone, tablet or computer. The Commission says that it can be a helpful tool to add friction between a compulsion to gamble and the ability to be able to do so.

The consultation closes on 9 May 2019. To access the consultation, click here.