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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.


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.
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Remote customer interaction - Next Steps
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