Yesterday, the Gambling Commission (the “Commission”) published ‘A two-way conversation: our plan for communicating with consumers’ which sets out its approach to those who gamble or have an interest in gambling. It indicates the Commission’s continued drive to encourage operators and indeed, itself, to make the gambling industry even more consumer-centric. This follows on from the Commission’s emphasis on ‘putting consumers at the heart of business culture and practice’, which was highlighted in its 2015/16 Annual Report and Corporate Business Plan for April 2016 to March 2017.
The Commission will engage in a two-way conversation with consumers, involving getting information directly from consumers to help consumers’ voices be heard and assist the Commission in understanding consumer needs and making better policy. Using this information, the Commission will also provide material aimed at helping consumers solve their own problems and/ or avoid harm in the first place.
The Commission’s plan will revolve around three themes:
1. increasing transparency and clarity;
2. being more responsive; and
3. working in partnerships.
Our view is that no-one understands gambling consumers better than gambling operators and we encourage operators to use this knowledge to have a sensible and intelligent conversation with their customers about the issues which are important to both the Commission and their businesses.
See the video above for Sarah Harrison’s address.