Gambling - Alternative dispute resolution- Standards and Guidance for providers
We previously reported that the Gambling Commission were carrying out a consultation regarding proposed changes to the LCCP in respect of alternative dispute resolution (ADR) providers.
Operators of gambling businesses are required to make provision for ADR. In order to achieve certification, ADR providers must meet the standards set out in the Alternative Dispute Resolution for Consumer Disputes (Competent Authority and information) Regulations 2015 (ADR Regulations).
The Gambling Commission proposed additional measures were necessary over and above the ADR Regulations in respect of the Gambling industry. Following that consultation the Gambling Commission are now undertaking a further consultation regarding the specific additional standards they are proposing to introduce.
The consultation which opened on 12th June will close on 12th July.
Amongst the additional requirements set out in the consultation document, the Gambling Commission seek to include a requirement for ADR providers to share relevant information with interested stakeholders (e.g. the Gambling Commission), where it is appropriate to do so. The Gambling Commission suggest amongst other reasons, it would be appropriate to share information where:
- ADR providers may notice that they are receiving a number of complaints about a certain issue, or operator. This could indicate an emerging issue in the wider industry where it would be useful for us to act. ADR providers should make us aware of unusual patterns of complaint activity. Note – there is no definitive number of complaints before a trend is reported to us. ADR providers should consider whether the volume or nature of complaints is unusual or atypical in deciding whether to inform us.
We shall keep you updated.