Spotlight on upcoming customer interaction changes

David Clifton’s Licensing Expert article for SBC News published today is entitled “Spotlight on upcoming customer interaction changes”.

It particularly focuses on the Gambling Commission’s guidance for both remote and non-remote gambling operators that its licence-holders (with the exception of holders of non-remote lottery, gaming machine technical, gambling software and host licences) will be obliged to take into account when the replacement LCCP Social Responsibility Code provision 3.4.1 comes into force on 31 October 2019, providing as follows:

  1. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:
    • identifying customers who may be at risk of or experiencing harms associated with gambling
    • interacting with customers who may be at risk of or experiencing harms associated with gambling
    • understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and
  2. Licensees must take into account the Commission’s guidance on customer interaction.

At the same time, the existing LCCP ordinary code provision 3.4.2 will disappear, on the basis that its existing provisions will be covered by matters contained within the Commission’s guidance.

David concludes his article (that you can download below) with the following warning:

Operators face a daunting task ahead. The task involved in achieving the Gambling Commission’s customer interaction expectations should not be under-estimated. Senior management must take ownership of that task if they want to avoid their company hitting the headlines for all the wrong reasons in future.

You can read our website posting on the new customer interaction requirements here. David has also written an article on this same subject for Casino Life entitled “Major customer interaction changes afoot” which is directed at UK land-based casino operators.