UKGC Withholds 2021 Consumer Gambling Survey Data
Regulator cites future publication plans for delaying release of data on remote customer interactions from a survey closed in February 2021.
The UK Gambling Commission has refused an information request for the results of a 2021 consumer survey on operator interactions. Citing plans for future publication, the regulator has withheld the data for over two and a half years, raising questions about transparency and the timeliness of its policy-making process.
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Regulator Denies Access to Key Consumer Feedback
The UK Gambling Commission (UKGC) has withheld the results of a consumer-focused survey on how online gambling operators interact with their customers, according to a Freedom of Information (FOI) response dated 9 September 2023. The survey, which closed more than two and a half years ago, gathered crucial feedback on player protection measures.
The information request sought the results from a "short survey" on Remote Customer Interactions that ran from 18 January 2021 to 9 February 2021. The regulator itself described the survey as being "primarily intended for consumers" and has referenced it in subsequent consultations on financial risk checks.
Despite the significant time that has passed, the UKGC refused to disclose the findings.
Why the Data Was Withheld
The Commission invoked Section 22(1) of the Freedom of Information Act 2000, an exemption that permits public authorities to withhold information if it is intended for future publication.
In its response, the UKGC stated: "The results from this survey, alongside the responses to the current consultation on the topic of financial risk, will be published on the Gambling Commission website in due course."
Section 22 is a qualified exemption, which required the regulator to conduct a public interest test. The UKGC argued that while there is a public interest in transparency, it was not "time/cost effective" to provide the information via an FOI request when it was already scheduled for publication. The Commission concluded that "the balance of the public interest lies in maintaining the exemption."
However, no specific date for the future publication was provided.
Significance for Consumers
Remote customer interactions are a critical component of player protection. They refer to the processes that licensed operators must have in place to identify and interact with customers who may be at risk of experiencing gambling-related harm. This can include analysing player activity and intervening with checks or support.
The withheld survey results contain direct feedback from consumers on these very interactions. The delay in their publication means that for over two and a half years, the public, policymakers, and industry stakeholders have been unable to see what consumers reported to the regulator in early 2021.
As this data was gathered to inform policy development, its continued non-disclosure raises questions about the evidence base for ongoing regulatory changes, such as the controversial financial vulnerability checks. By the time the information is eventually published, its relevance may be diminished by the significant passage of time.