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New remote customer interaction guidance update – August 2023 Published Date: 30/08/2023

The Gambling Commission sets requirements for gambling businesses to conduct customer interaction in order to identify and protect customers at risk of harm. This forms part of a wider programme of work by the Commission to drive and support industry best practice in identifying customers at risk of harm and taking action to reduce the risk of harm, in support of the third licensing objective to ‘protect children and the vulnerable from being harmed or exploited by gambling’.

The Commission introduced new, more prescriptive, customer interaction requirements for remote gambling operators in Social Responsibility (SR) Code Provision 3.4.3. This Code strengthened the rules on identifying customers at risk of harm and taking proportionate timely action to reduce harm. The majority of these new requirements came into force on 12 September 2022, with requirement 10 coming into force on 12 February 2023. The requirements connected with taking into account the guidance will come into force on 31 October 2023.

In January 2023, we closed a consultation on proposed guidance relating to these new requirements. The Commission has considered the responses received in relation to this consultation before making a fresh decision on guidance related to Social Responsibility (SR) Code Provision 3.4.3.

Following the consultation, the Commission has amended the customer interaction guidance – for remote gambling licensees (Formal guidance under SR Code 3.4.3). We have published the revised customer interaction guidance - for remote gambling licensees today alongside the customer interaction guidance for remote gambling operators: Consultation Response and our website will also be updated over the coming weeks. Remote operators will be required to take into account the new guidance from 31 October 2023.