There are new requirements for remote customer interaction

There are new requirements for remote customer interaction

Summary:

The majority of the new requirements for remote gambling operators will come into effect on September 12 according to the Gambling Commission. The requirement to take into account the Commission’s guidance on customer interaction for remote operators will not be implemented in September. The new requirements will be the subject of a six-week consultation by the Commission.

There is an update on the introduction of new remote Customer Interaction requirements and guidance for remote gambling operators.

In April this year, the Gambling Commission published a set of new requirements, Social Responsibility Code Provision 3.4.3, which ensured that remote gambling operators had to do more to identify customers at risk of harm. Guidance to assist operators to comply with these requirements was published in June. The new requirements and the accompanying guidance were due to take effect in September.

The industry requested an extension for implementing the new requirements. This is due to the technical challenges that some remote operators are facing in delivering full compliance by the deadline.

The majority of the new requirements will come into force on September 12th, after careful consideration. The minimum steps that we consider are necessary to meet that duty are reflected in the new requirements for remote gambling operators.

We have decided that the requirements will not be in effect in September.

In light of this extension, the Commission believes it would be beneficial to use the time now available to conduct further consultation on matters to be addressed in the guidance associated with SR Code 3.4.3, by way of a consultation on the guidance document itself. The requirement to take into account the Commission’s guidance on customer interaction for remote operators will not be brought into effect in September.

Over time, the guidance is intended to be amended. We are particularly interested in hearing about best practices for implementing the rules, based on the lessons operators learned between April and September, as well as any consequences resulting from current research, evidence, and casework, during the consultation process.

The consultation will last six weeks and is likely to be launched in late September. Before a decision is taken on the contents of the guidance on the new requirements, all views expressed in response to this six-week consultation will be carefully considered.

The Commission’s intention is to publish the guidance on the requirements in December 2022, with it taking effect approximately 2 months after publication. This will allow the industry a reasonable amount of time to consider the guidance before it takes effect.

The Commission intends to bring the remaining requirements of SR Code 3.4.3 and the associated guidance into effect on February 12th, 2023, subject to consultation.

The last update was on 2 September 2022.