Changes to LCCP on ADR, CI and RET contributions
A summary of the responses to our consultations on changes to LCCP requirements for customer interaction and alternative dispute resolution (ADR) providers.
- Executive Summary
- Alternative dispute resolution
- - Introduction
- - Consultation proposal
- - Proposed changes to Social responsibility code 3.4.1 (1a)
- - Proposed changes to Social responsibility code 3.4.1 (1c)
- - Proposed changes to Social responsibility code 3.4.1 (2)
- - Our proposal to remove ordinary code 3.4.2
- - Amended Social Responsibility Code 3.4.1 Customer Interaction
- Research, Prevention and Treatment contributions
- Appendix A: Amended social responsibility code of practice 6.1.1 – complaints and disputes
- Appendix B: Amended social responsibility code of practice 3.4.1 – customer interaction
- Appendix C: Amended social responsibility code of practice 3.1.1 – combatting problem gambling
This document summarises our response to our consultations on changes to LCCP requirements for customer interaction and alternative dispute resolution (ADR) providers. It also sets out our response to a separate consultation on the existing funding arrangements for research, prevention and treatment1.
Additional standards for ADR providers
In October 2018 we published additional standards and guidance for Alternative Dispute Resolution (ADR) providers (PDF), to supplement the requirements of the existing ADR regulations. We also signalled our intention to consult in 2019 on proposals to require licensees to use only ADR providers who meet these additional standards (PDF) and the existing ADR Regulations (opens in new tab). Accordingly, we launched a twelve-week consultation in February 2019 on proposals to amend social responsibility code 6.1.1 (complaints and disputes). This was followed by a supplementary four-week consultation in which we invited respondents to comment specifically on the additional standards for ADR providers.
Customer interaction describes our expectations of gambling operators to identify and assist customers who may be experiencing or at risk of gambling related harm. Following a 2017 review of how gambling operators identify and interact with customers at risk of experiencing harms associated with gambling, we published guidance on customer interaction for remote gambling operators. We also signalled our intention to consult on changes in the LCCP in order to clarify outcomes and raise standards. In February 2019 we launched a twelve-week consultation on proposals to amend social responsibility code provision 3.4.1 (customer interaction) and associated ordinary code provision 3.4.2.
Research, prevention and treatment contributions
In our 2018 review of research, education and treatment (PDF) we acknowledged that the current arrangements, which rely on a voluntary funding model, have fallen short of their objectives. To address this, we committed to improve the transparency of the amounts and destinations of RET funding, including those which are made to organisations other than GambleAware (opens in new tab).
In December 2018 we launched a twelve-week consultation linked to the protection of children and vulnerable people licensing objective, proposing changes to social responsibility code 3.1.1 (combating problem gambling). We proposed that the annual financial contributions made by operators for research, prevention and treatment must be made to organisations which are approved by the Gambling Commission (the Commission).
Following careful consideration of the responses received during the consultation, we will be implementing all of these proposals with minor amendments.
Summary of changes in relation to ADR providers
We will require licensees to name only ADR providers who meet our additional standards, as well as the requirements of the ADR Regulations (opens in new tab).
This change to LCCP will apply to all licences (including ancillary remote licensees) except gaming machine technical and gambling software licences.
Summary of changes in relation to customer interaction
We have clarified the outcomes we expect licensees to meet to minimise the risk of harm to customers associated with their gambling. Licensees will also be required to take account of our customer interaction guidance.
These changes to LCCP will apply to all licences, except non-remote lottery, gaming machine technical, gambling software and host licences.
Summary of changes in relation to research, prevention and treatment
We will require that the annual financial contribution made by licensees for research, prevention and treatment must be made to organisations which are approved by the Commission.
This change to LCCP will apply to all licences
We will be working with those organisations currently in receipt of RET funds to further develop the process for approval that was outlined in the National Strategy and RET contribution destination consultation.
Having published the outcome of the consultation, we will notify those licensees affected by any of the changes by 31 July 2019. The changes for ADR providers and Customer interaction will come into force on 31 October 2019. The changes for RET contributions will come into force on 1 January 2020.
The longer implementation date for the changes to RET contributions provides bodies currently in receipt of RET funds time to seek approval, and will enable the Commission to fulfil the commitment to collect and publish data on the RET funds raised under this LCCP provision for the calendar year 2020.
1 The LCCP refers to an annual financial contribution for ‘research into the prevention and treatment of gambling-related harm’, this arrangement is often referred to as ‘RET funding’ for short. Throughout this document we use both terms interchangeably.
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Changes to LCCP on ADR, CI and RET contributions: Introduction
Last updated: 20 August 2021
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