RGA publishes Complaints Handling Good Practice Guidelines
Categories: News
The Remote Gambling Association has published good practice guidelines that are intended to assist operators to improve, and achieve greater consistency in, complaints handling across the remote gambling sector. Those guidelines can be dowloaded below.
In an accompanying press release dated 10 May 2018, the RGA states as follows:
“The handling of complaints can create challenges for both the operator and the complainant and that can never be eradicated completely. Despite that it is in the interests of both parties for the process to be as transparent and straightforward as possible. It is good customer service, but also will make the handling of complaints less confrontational and the outcomes more consistent.”
To place these new guidelines in context, it should be noted that:
- in April 2017, David Clifton’s monthly “Licensing Expert” article for SBC News entitled “ADR – Change is on the way for gambling operators” focused on the previous month’s Gambling Commission announcement of the results of its review of complaints processes in the gambling industry, carried out one year after the introduction of the Alternative Dispute Resolution (ADR) scheme and
- on 30 April 2018, the Commission announced in its business plan for 2018-19 that it proposes during the second quarter of this year to strengthen rules on complaints and disputes, subject to a consultation on the LCCP.