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SO1 Protecting children and vulnerable people from being harmed by gambling

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 are looking at how we can develop this metric going forward. We have focused this metric on interactions with online customers. This is because the various Covid-19 lockdowns over the last two years meant that gambling premises could not open consistently, and therefore data from premises is currently patchy.

Number of customer interactions undertaken

Number of customer interactions undertaken
2020 to 2021 2021 to 2022
Data definitions Quarter 1 Quarter 2 Quarter 3 Quarter 4 Quarter 1 Quarter 2 Quarter 3 Quarter 4
Customer interactions undertaken 2,252,656 2,824,600 3,144,485 3,294,135 3,116,239 2,994,535 3,237,034 3,275,601
Interactions undertaken by automated email and/or pop-up etc. Data not collected 2,708,112 3,024,502 3,121,963 2,960,267 2,870,627 3,105,983 3,152,086
Of which direct contact from staff Data not collected 116,467 119,988 146,425 135,476 123,908 131,052 123,515

† denotes data for Quarter 1 2020-21 not split by type of interaction.

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