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Request date: 11 August 2023
This version was printed or saved on: 22 April 2025
Online version: https://www.gamblingcommission.gov.uk/about-us/freedomofinformation/guidance-for-remote-gambling-operators
Please could you confirm what formal guidance for remote gambling operators, was in place between 2014 and 2018?
I understand Guidance is updated on a regular basis.
In particular Guidance on affordability, vulnerability, customer's personal circumstances, customer led contact and role of staff, for period 2014 - 2018.
Where and how can I access copies of the Guidance for the period 2014 to 2018?
This is now an urgent matter and a quick response would be much appreciated.
Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).
In your email you have requested information relating to the formal guidance for remote gambling operators which was in place between 2014 and 2018. In particular guidance on affordability, vulnerability, customer’s personal circumstances, customer led contact and role of staff, for period 2014 - 2018.
Between 2014 and 2018 the Gambling Commission did not have formal guidance in place in relation to the areas of affordability, vulnerability, a customer’s personal circumstances, customer led contact and the role of staff.
The Licence conditions and codes of practice (LCCP) set out the requirements all licensees must meet in order to hold a Gambling Commission licence and was first published in 2007.
In relation to Customer Interaction, the requirements at the time were set out in Social Responsibility Code 3.4.1 and Ordinary Code 3.4.2 (see below for further detail). Social Responsibility Codes are provisions that an operator must meet, Ordinary Codes are measures that should be followed, but if an operator has a different approach, that is acceptable, as long as the operator achieves the same or enhanced performance in the area.
In 2014 we launched a consultation on improving the social responsibility provisions in the LCCP, to reflect developments in social responsibility practice and significantly improved understanding of risk since 2007. We published our response in 2015. As a result, we amended the social responsibility code for customer interaction:
Amended social responsibility code provision 3.4.1
Customer interaction
All licences, except non-remote lottery, gaming machine technical and gambling software licences
a. identification of the appropriate level of management who may initiate customer interaction and the procedures for doing so.
b. the types of behaviour that will be logged/reported to the appropriate level of staff and which may trigger customer interaction at an appropriate moment.
c. the circumstances in which consideration should be given to refusing service to customers and/or barring them from the operator’s gambling premises.
d. training for all staff on their respective responsibilities, in particular so that they know who is designated to deal with problem gambling issues.
e. specific provision for making use of all relevant sources of information to ensure effective decision making, and to guide and deliver effective customer interactions, including in particular.
i. provision to identify at risk customers who may not be displaying obvious signs of, or overt behaviour associated with, problem gambling: this should be by reference to indicators such as time or money spent.
ii. specific provision in relation to customers designated by the licensee as ‘high value’, ‘VIP’ or equivalent.
f. specific provision for interacting with customers demonstrating signs of agitation, distress, intimidation, aggression or other behaviours that may inhibit customer interaction.
We also introduced an ordinary code provision:
New ordinary code provision 3.4.2
Customer interaction – ordinary code
All licences except non-remote lottery, gaming machine technical and gambling software licences
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Information Management Team
Gambling Commission
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