New requirements for customer Activity Statements
New requirements for customer Activity Statements have been implemented by each State and Territory. In relation to the Northern Territory where many wagering service providers are located, the Northern Territory Racing Commission made amendments to the Northern Territory Code of Practice for Responsible Service of Online Gambling 2019 (the Code) to address the measure concerning the provision of activity statements.
The amendments introduce detailed and prescriptive requirements at 5.3 of the Code, which apply to all online gambling providers licensed under the Racing and Betting Act (NT). The amendments require that online gambling providers provide a free monthly activity statement within 7 days of the end of each month via email or post to each customer who has made an account transaction within the preceding month. The activity statements must show betting activity and account transactions for the month (the details and format for which are prescribed in the Code).
The activity statements must also include:
a column graph to illustrate wagering activity comparing amount spent against net result over time for the last six months (cumulative), and comparison tracking to the same time from the previous year;
links to, and information on, support services and safe gambling messaging that promotes available consumer protection tools;
a link to the customer’s transaction list for the relevant month.
Activity statements must not be sent to customers who have not placed a bet in 12 months.
In addition, online gambling providers must ensure a customer (including a person whose betting account has been closed) has access to a record of the customer's betting account transactions for at least the preceding 7 years:
for customers who bet online – immediately at all times via a customer’s ‘My Account’ window; or
for customers who bet through other means (e.g. telephone) – by email or post within 14 days of the customer’s request for a copy of their account transactions.
