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Consultation response

Customer interaction guidance for remote gambling operators: Consultation Response

This response sets out our position in relation to the consultation around the guidance on new, more prescriptive, customer interaction requirements for operators.

Executive summary

The Gambling Commission sets requirements for gambling businesses to conduct customer interaction in order to identify and protect customers at risk of harm. This forms part of a wider programme of work by the Commission to drive and support industry best practice in identifying customers at risk of harm and taking action to reduce the risk of harm, in support of the third licensing objective to ‘protect children and the vulnerable from being harmed or exploited by gambling’.

The Commission introduced new, more prescriptive, customer interaction requirements for remote gambling operators in Social Responsibility (SR) Code Provision 3.4.3, and the majority of these came into force on 12 September 2022, with requirement 10 coming into force on 12 February 2023. The requirements connected with taking into account the guidance will come into force on 31 October 2023.

In January 2023, we closed a consultation on proposed guidance relating to these new requirements (opens in new tab) which we proposed gambling operators would be required to take into account. The Commission has considered the responses received in relation to this consultation before making a fresh decision on guidance related to Social Responsibility (SR) Code Provision 3.4.3.

The Commission does not always consult on guidance. On this occasion, there was a specific opportunity to use the consultation exercise to explore recent experiences of stakeholders in the implementation of a set of new requirements and we hoped that there would be examples of good practice to share during the consultation period.

Following the consultation, the Commission has amended the Customer interaction guidance - for remote gambling licensees (Formal guidance under SR Code 3.4.3). We have published the revised guidance alongside this response and our website will also be updated over the coming weeks. Remote gambling operators will be required to take into account the new guidance from 31 October 2023.

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Introduction - Customer interaction guidance for remote gambling operators
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