A new set of changes to the License Conditions and Codes of Practice (LCCP) of the GB Gambling Commission came into effect on October 31. The new rules will raise consumer interaction standards and set benchmarks for alternative dispute resolution (ADR).

Changes applicable to all gambling operators

Changes to the LCCP were announced earlier this year, and the regulator informed all operators that they must comply with the amendments in full. Executive Director of the GB Gambling Commission Paul Hope said at the time that the new rules would help make gambling safer and fairer for customers. The amendments introduce new obligations for operators while dealing with patrons at the risk of witnesses’ gambling-related harm.

Operators are now expected to identify and assess the harm that a customer may experience because of gambling. They also need to define how their customer interaction approach affects a customer. The changes will not affect license holders for gambling software, gaming machine technical, host license and non-remote lottery.

Changes in ADR

Operators will have to meet new ADR standards beside the mandates laid out by the national ADR regulations for all industry types. The new standards suggest that compensation for gambling patrons must be counted beyond monetary loss, like practical or emotional harm. It should not be merely a punitive action, but an amount based on real-life harm caused to a customer. The ADR provider will be the sole authority in determining compensation unless they appeal the matter in court.

ADR provides must reveal information about reconsidering the results of a dispute after the issue of an outcome. They must also clearly define the circumstances under which reconsideration is viable alongside the timeline for the entire process. These entities must transparently reveal their funding and publish performance data regularly. They also need to prove exactly how they are independent.

To make the dispute resolution process easier for the customer, an ADR provider must acknowledge the receipt of customer communication within three working days. It must also provide an update on the dispute every 30 days.

The Gambling Commission insists that the amendments will provide more clarity and more consistency in the industry over the role of an ADR provider.