Regulatory returns guidance
- Overview and feedback
- Common terms and definitions
- General guidance on submitting regulatory returns
- Reporting gross gambling yield (GGY) on regulatory returns
- Certification statement
- Late or inaccurate regulatory returns
- How we handle your data
- Adult Gaming Centre
- Casino 1968
- Casino 2005
- External Lottery Manager
- Family Entertainment Centre
- Gaming machines and software
- Remote Casino, Betting and Bingo (RCBB)
- Society Lottery
1 - Operational information
|Workforce information||Total number of employees||Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.|
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
|Contributions||Are contributions made?||Select the appropriate option (yes/no).|
|Contributions||Contributions made via trade body||If you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.|
|Contributions||Trade body||Please state the name of the trade body that made the contribution on your behalf.|
|Contributions||Value of contribution||Record the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.|
|Contributions||Date of contribution||Enter the date the contribution was made.|
|Contributions||Details of contribution||Enter details relating to the contribution.|
|Operational events||Complaints logged by the operator||Record the number of complaints that you have logged within the period covered by the regulatory return.|
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
|Operational events||Of which, disputes logged by the operator||Record the number of disputes that you have logged within the period covered by the regulatory return.|
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
|Operational events||Of which, disputes referred to ADR entity||Record the number of disputes that you are aware have been referred to an ADR within the reporting period.|
|Operational events||Self-exclusions made during this return period||Provide information regarding the number of self-exclusions made during the regulatory return reporting period.|
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
|Operational events||Known breaches of self-exclusion||Record the number of times you know a player has breached their self-exclusion agreement. |
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
|Operational events||Self-excluded individuals opting to return to gambling||Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.|
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
|Operational events||People who have gambled were unable to verify their age||For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.|
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
|Operational events||Incidents logged in customer interaction log||Record the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.|
|Operational events||Individuals included in the customer interaction log||You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.|
|Operational events||Customer incidents on gambling premises (directly related to gambling activity) requiring police assistance||Record details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).|
|Operational events||Time and money limits||Record the number of times when time and monetary thresholds are voluntarily set on all Category B gaming machines. (08/21)|
Last updated: 4 August 2021
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