In the January/February edition of Gambling Insider magazine, industry experts addressed key questions regarding the state of consumer protection in gambling companies.
Improving Consumer Protection:
The question of whether gambling companies are becoming better at protecting consumers elicits a mixed response. While there has been a notable increase in investment and resources dedicated to player protection, it is clear that significant strides still need to be made. A survey conducted by GamCare and YouGov revealed that only 28% of respondents believed gambling businesses were doing enough to ensure safety.
Key Challenges and Focus Areas:
To foster an environment that prioritizes consumer protection, it is crucial for regulatory bodies, such as the Gambling Commission, to concentrate their attention on specific aspects. GamCare emphasizes the importance of the Commission’s focus on customer interaction guidance. By enhancing customer-facing staff’s ability to identify and respond to individuals experiencing harm, the industry can create a more supportive and responsible environment.
Guidance on “Hot Transfers”:
One notable step forward in customer interaction guidance is the introduction of “hot transfers.” This process involves escalating customers internally when signs of gambling-related harm are identified, ensuring that they receive appropriate support promptly. By emphasizing the significance of such transfers, both GamCare and the industry at large aim to ensure that individuals receive the necessary assistance at the right time.
Ensuring Effective Support Systems:
In addition to internal transfers, it is crucial to have robust external support systems in place. The National Gambling Helpline is a vital resource for those in need, and it is essential for customer-facing staff to be aware of this referral option. By encouraging widespread knowledge and utilization of the helpline, gambling companies can ensure that individuals experiencing harm have access to professional guidance and assistance.
Collaboration and Continuous Improvement:
Effectively protecting consumers requires collaboration among industry stakeholders. Regulatory bodies, gambling companies, support organizations like GamCare, and other relevant parties must work together to establish and maintain high standards of consumer protection. This collaborative approach allows for the sharing of best practices and the identification of emerging challenges, ensuring that strategies remain effective and adaptable.
Ongoing Research and Mitigation Efforts:
The industry’s commitment to consumer protection should be underpinned by ongoing research and efforts to mitigate harm. Gambling companies must continue to invest resources into developing innovative solutions that address the evolving risks associated with gambling. By utilizing data-driven insights and technology, the industry can identify and respond to potential harms more effectively, thereby enhancing consumer protection measures.
While the gambling industry has made progress in protecting consumers, there is still much work to be done. It is vital for companies to allocate resources towards finding new ways to mitigate harm and improve safety measures. By prioritizing customer interaction guidance, implementing hot transfers, and promoting external support systems, gambling companies can enhance their consumer protection efforts. Moreover, collaboration among industry stakeholders and ongoing research will play crucial roles in shaping the future of consumer protection within the gambling industry.