he UK Gambling Commission has announced the implementation of new licence conditions and codes of practice (LCCP) that will raise standards for alternative dispute resolution (ADR), strengthen requirements on how licensees identify and interact with customers who may be at risk of or experiencing gambling harms, and improve the transparency of funding for research, prevention, and treatment.
The latest changes follow open consultations and will come into force later this year and next year.
New rules added to the licence conditions and codes of practice (LCCP) will raise standards for alternative dispute resolution (ADR), customer interaction, and how operators contribute to research, prevention and treatment. Read more here: https://t.co/ss54HuTAQv pic.twitter.com/UN7X4jrKx9— Gambling Commission (@GamRegGB) 7 de agosto de 2019
Changes to alternative resolution providers (ADR)
The additional standards cover aspects such as customer service, decision making, and governance. They make the role of an ADR provider clearer, improve consistency, and reassure consumers that a provider is independent of the gambling business.
These rules will come into force on 31 October 2019 and will affect all licenses (including ancillary remote licensees) except gaming machine technical and gambling software licenses.
Changes to customer interaction
The requirements on businesses to interact with customers at risk of or experiencing harm have been strengthened. The new requirements focus more on the outcomes of identifying and interacting with customers who may be at risk of or experiencing harms associated with gambling, as well as assessing the impact that a customer interaction has on an individual consumer and the effectiveness of businesses’ overall approach.
These rules will come into force on 31 October 2019 and will affect all licenses, except non-remote lottery, gaming machine technical, gambling software and host licenses.
Changes to how operators contribute to research, prevention, and treatment
The new rules will ensure that funds contributed by gambling businesses to meet the requirements of their license are targeted at delivering the National Strategy to Reduce Gambling Harms in Britain, by setting a list of bodies to which businesses can contribute.
The change will also support greater transparency of the amounts contributed by gambling businesses over time.
These rules will come into force on 1 January 2020 and will affect all licenses.
See the Commission’s consultation response document for the exact wording and a full explanation of the background and nature of these LCCP changes.
Paul Hope, Commission Executive Director, said: "These changes have been designed to make gambling fairer and safer for consumers and we expect gambling firms to meet their responsibilities in these areas."