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‘Hot’ Transfers: preparing for new remote customer interaction guidance

Last month, the Gambling Commission postponed the introduction of a number of new regulations for remote operators.

The requirements that were set to take place, as part of the guidance associated with SR Code 3.4.3, aim to improve customer interaction processes including the need to take timely action when indicators of harm had been identified among customers. 

While the Commission has deferred some of the changes for now and is currently consulting with the industry, it has confirmed it intends to bring the remaining requirements into effect in February 2023, subject to consultation. 

Previously on the table was a requirement that remote licensees provide a ‘hot’ transfer into support services where harm has been identified and strong action is required. 

For some operators, if introduced, it could present an important step change in how they refer into gambling support services when a customer is experiencing harm. But how can operators go about introducing such a service?  

Our Helpline Transfer Service

At GamCare, we provide a service that allows operators to transfer calls from high-risk customers directly to the National Gambling Helpline, where they can get the right level of support at the right time. 

We provide operators with a dedicated line to transfer customers to a Helpline Adviser who can offer callers advice, support and onward referrals where needed. 

As part of the package GamCare provides: 

  • An annual licence for businesses to transfer calls directly into the National Gambling Helpline via a designated line. 
  • Guidance and training for customer care teams, to enable them to conduct seamless call transfers into the Helpline. 
  • Quarterly data on call transfers including volume, quality and anonymous outcome information. 

Why is it important? 

For customers, the Helpline Transfer Service ensures they can access support services at the same moment as they are asking for help. Our Advisers – who are available 24/7, 365 days a year – will be on hand to ensure they can discuss what they are going through, give practical advice and information, as well as signpost to other support services where appropriate. 

For organisations, the service ensures that the right safeguards are in place for customers at risk of harm. We also provide regular updates on the outcome of transfers, so operators can see the impact that the service is having. 

Signing up to the Service 

The service is now easier than ever to operationalise. Organisations run test calls to our Helpline, ensure their staff complete GamCare’s eLearning course on how to conduct safe and appropriate transfers, and can then start making transfers. 

One organisation already enrolled in the service, commented:

“GamCare’s Helpline Transfer Service allows us to refer customers in the moment for them to receive specialist, expert support. Signing up to use the transfer line with GamCare was easy and simple, and the regular outcomes and reports we get help us understand how they have helped our customers and the high quality of service our customers receive.”  


If you’re interested in finding out more or would like to enquire, head over to our Helpline Transfer Service page.