Online operator customer interactions
This data is sourced from a sample of the largest licensees who together represent approximately 80 percent of the online market.
Customer interactions indicate that a licensee has identified that a customer might be experiencing gambling related harm and has acted to try to reduce harm or the risk of harm.
The aim of our regulatory activity is for licensees to be identifying and taking action to support those customers whose behaviour indicates they may be at-risk of harm (and evaluating the effectiveness of their approach). The number of interactions undertaken is one indicator of licensees acting in accordance with their responsibilities.
We do not currently collect data to monitor the quality or impact of actions taken by licensees and we are looking at how we can develop this metric going forward. We also want to be able to report on customer interaction data from gambling premises and smaller online licensees in future .
Number of customer interactions undertaken
| Data definitions | 2022 to 2023 | 2023 to 2024 | 2024 to 2025 |
|---|---|---|---|
| Number of customer interactions undertaken | 12,023,739 | 11,636,741 | 13,319,316 |
| Of which were indirect interactions (percentage) | 95% | 94% | 94% |
| Of which were direct interactions (percentage) | 5% | 6% | 6% |