Annual Report and Accounts 2022 to 2023
A fairer market and more informed consumers
The safety of consumers and overseeing a fair market continue to be key focus areas for our regulatory work and this was no different during the 2022 to 2023 financial year.
We continue to take steps to reflect the consumer voice and experience, together with stakeholder and operator feedback, in our regulatory decision making. This is also vital to ensure consumers are able to make more informed choices about who they gamble with or how they play. This is especially important due to the fast pace of innovation and the continued growth of online gambling and gaming.
It remains vital that gambling operators continue to provide constant clarity around their products, protections and controls to ensure gambling is as fair and open as possible, and that their product information is presented in a clear and concise way.
Our highlights in this area
The following sets out our highlights over the past year for the deliverable of a fairer market and more informed consumers.
Alongside the Information Commissioner’s Office (ICO), and the Betting and Gaming Council (BGC), we continued to support the development of the Single Customer View project. Alongside the ICO, we concluded phase one of the project’s sandbox which examined the legal case for its introduction, with the ICO publishing its Outcomes Report in October 2021 (opens in new tab). The BGC launched a six-month trial solution in February 2023 which will be evaluated once it has concluded.
We have continued to ensure new gambling products meet our technical standards and have had appropriate and sufficient testing before they are released to market. As part of this, we have ensured all test houses continue to meet revised accreditation standards.
We continued to improve our capacity to identify consumer issues and act upon them quickly. Ensuring licence holders have suitable and accessible complaints procedures in place, in line with our guidance.
Through our research and data, we constantly analysed data, markets, products and trends. These insights continue to allow us to look at the risks and opportunities in the industry which inform our work, including around young people and gambling.
During 2022 to 2023, our Consumer Contact Centre received 6,720 complaints from consumers about gambling operators and their practices, with those consumer touchpoints helping to inform our regulatory approach.
Our Contact Centre, which is now part of our Communications and Engagement Department, has also been well within its Key Performance Indicators (KPIs) and its Service Level Agreement (SLA) during the year and held a variety of best practice visits with both private and public sector organisations. The team also made significant progress in how we more accurately log consumer contacts through a List of Values project which was praised by the National Audit Office (NAO).
Last updated: 18 October 2023
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