UKGC chief warns operators over lack of engagement with single customer view
Andrew Rhodes says regulator “will not accept” firms dragging feet on issue as he argues development is key to protecting customers
UK Gambling Commission (UKGC) CEO Andrew Rhodes has laid down the gauntlet to reluctant operators on the need to push through the single customer view (SCV) scheme.
Speaking at the IAGR Conference in Melbourne, Rhodes’ wide-ranging speech touched on various facets of the gambling industry in the UK, including the recent slew of fines handed out by the regulator and the upcoming white paper.
Rhodes also took time to touch on SCV, which has been in the offing since the Information Commissioner’s Office (ICO) ruled the technology would not breach existing data laws in October 2021.
The SCV aims to provide a view of a customer’s gambling behaviour by pooling data from multiple operators to help prevent gambling-related harm.
In theory, if a customer had exhibited harmful behaviour with William Hill and tried to sign up to bet365, they would be unable to do so due to the data available via the SCV database.
Rhodes revealed a trial of SCV would begin in the coming months and that the project was an important next step to supporting consumers in the UK.
Rhodes also took aim at any potential firms dragging their heels on regulatory change, citing the paramount need for the development of the SCV.
He said: “We continue to work with industry and the ICO to develop a single customer view. A single customer view would give operators a full picture of a customer’s risk of harm whilst keeping the customer’s data secure.
“A single customer view could dramatically help reduce harm and that is why we will not accept progress at the pace of the slowest on this work either.
“A problem we will all face is that a very responsible operator may exclude someone from gambling or force a pause in their gambling as they are showing signs of harm.
“However, this may simply result in a person who may be in distress simply moving to another operator, and then another, and another.
“All of the operators could behave sensibly and reasonably, but there is nothing that would stop a customer experiencing serious gambling-related harm across multiple operators,” he added.