Gambling Commission proposes new rules to address “declining public trust in gambling”
Regulator opens consultation on changes to advertising and the way operators deal with customer complaints
The Gambling Commission has proposed as series of changes to its licensing code, designed to ensure operators are being “fair and open with consumers”.
The proposals, which are now open for consultation, include improvements to the way firms deal with customer complaints and stricter advertising protocols.
The changes would mean the Commission could fine operators for failing to adhere to the UK Advertising Codes for the first time.
The regualtor also said it plans to introduce a new requirement to prevent consumers from receiving spam marketing by email or SMS.
Elsewhere, the Commission proposed an eight-week time limit for licensees to deal with gambling complaints, and said it would make it clear that licensees should deal with disputes in a “fair, open, timely, transparent and effective manner”.
Sarah Gardner, UKGC executive director, said the changes were a response to declining public trust in gambling and growing concerns about consumer harm.
“We’re very keen to hear the views of all those with an interest in the gambling industry,” she added. The consultation closes on 22 April.
The proposals appear to be a response to increasing pressure from groups like Justice for Punters and the Horse Bettors Forum, which have been consulting with the Commission about the need for better consumer protection.
https://t.co/dYaxs3HORE Well the week just gets better. MASSIVE. We & @RowleyfileRRR have been attending a working group at the GC where we strongly recommended that no new consumer rights processes would work without adequate sanctions for the companies. 1/2
— Jimmy Justice (@gondorffhenry) January 25, 2018
Justice for Punters spokesman Brian Chappell told EGR he was delighted by the new proposals.
“Our volunteers have worked with the Gambling Commission for 18 months on consumer rights and it was clear that a licensing review was needed. A ‘fair and open’ gambling market can only benefit all parties but we do not have this at present. The review is a chance for progressive companies to be a positive and lead in setting new levels of service for their customers.”