Gambling Commission calls for ‘two-way conversation’

Coinslot Gambling Commission
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In a plan to increase communication between consumer, regulator and operator, the Gambling Commission has presented its ‘two-way conversation’ plan.

The Gambling Commission has released its ‘two-way conversation’ plan for communicating with consumers. The aim of the plan is to increase efficiency in contact with consumers and provide more information to help reduce problems that may stem from the gaming industry.

One key area highlighted in the report is a desire by the regulator to improve engagement with consumers and to be more responsive. To find out what consumers think of the current standards, the Commission announced a consumer interest assessment to provide an objective view of where the regulator can make improvements.

This feedback is central to the Commission’s latest action plan, says the regulation. Specifically what consumers think of its processes and how to improve its policies and tailor them to consumer needs. The Commission began its plan of action by committing to using plain English in any of its publications, which it also aims to make more easily accessible.

 

“We want gambling companies to do much more to put consumers at the heart of the businesses – we’re doing this via the regulations that we set and the way in which we go about enforcing them.

 

After recognising the need for self improvement, the Commission also made it clear that it believes companies need to improve their dispute resolution processes by making them simpler and more effective to use.

The regulator also called for alternative dispute resolution bodies to be readily accessible to consumers if the company’s own system is insufficient for the consumer’s issue. This will be done via new guides and signposting tools to aid consumers in finding what they need to solve their problems.

Commenting on the two-way conversation plan in a video-blog, Commission chief executive Sarah Harrison said: “We want gambling companies to do much more to put consumers at the heart of the businesses – we’re doing this via the regulations that we set and the way in which we go about enforcing them.

“But we know we also have to do more ourselves to tap into consumer concerns, understand consumer interests and communicate better with consumers – that’s consumers who enjoy gambling, as well as those for whom it may become a real problem.”

Harrison explained that the Commission’s plan was based on three themes: increasing transparency and clarity, being more responsive and working in partnerships.


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