Cookies on the Gambling Commission website

The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content
  1. Home
  2. About us
  3. Remote customer interaction: Consultation Response

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.

Published
14 April 2022

Last updated
14 April 2022 - Changes

Document actions
Print or save (opens in new tab)

Contents

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:

  1. unaffordable binge gambling
  2. significant unaffordable losses over time
  3. 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.
Previous section
Contents page Next section
Remote customer interaction - Next Steps
Is this page useful?
Back to top