Consultation response
Remote customer interaction: Consultation Response
This response document sets out our conclusions and actions in relation to the consultation around remote customer interaction.
Contents
- Summary
- Next steps
- Introduction
- Proposal 1 - Overall requirements and process
- - Overall requirements and process
- - Consultation questions on overall requirements and process
- - Respondents’ views on overall requirements and process
- - Our position on overall requirements and process
- Proposal 2 - Identifying customers at risk of harm
- - Identifying customers at risk of harm
- - Consultation questions on identifying customers at risk of harm
- - Respondents’ views on identifying customers at risk of harm
- - Our position on identifying customers at risk of harm
- Proposal 3 - Requirement to act
- - Requirement to act
- - Consultation questions on requirement to act
- - Respondents’ views on requirement to act
- - Our position on requirement to act
- Proposal 4 - Evaluation of effectiveness
- - Evaluation of effectiveness
- - Consultation questions on evaluation of effectiveness
- - Respondents’ views on evaluation of effectiveness
- - Our position on evaluation of effectiveness
- The LCCP provision
Summary
In 2021, we closed a consultation and call for evidence on the steps operators should be required to take to identify customers at risk of harm and the action they should take as a result. We also conducted a short survey alongside this process.
This response document sets out our conclusions and actions in relation to the consultation. It also provides information about the next steps in relation to the call for evidence and the wider programme of work.
Having reviewed the consultation and connected short survey responses, we will:
- bring into effect significant and strengthened requirements on gambling businesses to identify customers at risk of harm and to take action as a result
- bring into effect new guidance for gambling businesses.
Having reviewed the call for evidence and connected short survey responses, we will conduct a further consultation on the additional and specific steps operators must take to tackle three key risks with thresholds for assessment for each of these:
- unaffordable binge gambling
- significant unaffordable losses over time
- failure to identify consumers who are particularly financially vulnerable.
We will also take account of the Government’s current Review of the Gambling Act 2005 and continue to support a broader programme of work to support identification of customers at risk of harm. This includes:
- support the piloting of a ‘single customer view’ to identify harm across gambling businesses, to be trialled and the impact evidenced by the industry
- drive the industry to collaborate on best practice to implement these new requirements and beyond.
Contents page Next section
Remote customer interaction - Next Steps
Last updated: 14 April 2022
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