Strategic focus 4: Being proactive and addressing issues at the earliest opportunity
It is in the best interests of consumers and the public to secure the compliance of a licensee at the earliest opportunity. We want to achieve that objective through more proactive activities and interventions with licensees and reduce reliance on reactive compliance and enforcement activity.
We are clear this shift is only appropriate where licensees are making best endeavours to operate compliantly and with due regard for consumers and the public. Where they are not, we will continue to take decisive and escalating enforcement action.
Account withdrawals transparency
We will: Take forward a package of work to improve transparency to consumers on the reasons for identity checks or restrictions, particularly where these take place later in the consumer journey, such as on withdrawal.
Why: We continue to receive consumer complaints about delays to withdrawals. Work to improve transparency around the reasons for identity checks will increase understanding of the consumer journey. This will also allow us to produce a report on our work to assess the ability of the financial sector to support licensees on the identification of consumer account and payment method.
As a result: There will be a reduction in the volume of complaints around identity checks or restrictions. We will be able to advise government on how the financial sector could support improved licensee practices.
And the impact for our stakeholders will be: For licensees, there will be increased clarity on our expectations to support transparency. For consumers, there will be increased assurance that gambling is fair and open and that the regulator continues to advise government on appropriate work with the financial sector.
Proactive engagement with licensees
We will: Undertake a programme of proactive engagement with licensees and related parties. We will utilise existing initiatives including our Industry Forum, sector roundtables, briefings, and operator engagement forum events. We will also explore new ways of engaging with the industry.
Why: Effective engagement with the industry builds our understanding of the operating environment, risks and opportunities for our licensees. We can use that insight to inform our work alongside the evidence and perspectives we gather from elsewhere. It also helps us to identify common issues with how regulation is working in practice and address issues on behalf of consumers at the earliest opportunity.
As a result: Licensees and those who advise or represent them, will have opportunities to engage with Commission staff on matters which impact their business. Earlier identification of common issues, and clarification of the Commission views will help address issues impacting consumers at the earliest opportunity. This will allow for our formal enforcement work to be focused on persistent, serious and wilful non-compliance.
And the impact for our stakeholders will be: For licensees our proactive engagement will help increase understanding of the regulation that impacts their business. Licensees will also be able to share insights on their businesses with Commission staff and hear firsthand about the issues the Commission is focusing on. For consumers, anything that improves licensees understanding and compliance with regulation should result in a reduction in negative outcomes and experiences.
Previous pageStrategic focus 3: Setting clear, evidence-based requirements for licensees Next page
Strategic focus 5: Regulating a successful National Lottery
Last updated: 7 April 2025
Show updates to this content
Formatting updated