Post on 23-Aug-2020
SITHGAM201Provide Responsible Gambling Services
By the end of this program you will be able to –
Provide responsible service of gambling
Provide information and assistance to customers
about problem gambling
What is Gambling?
It is a situation where money is staked on an uncertain
outcome. It is a gamble when –
Buying a ticket in a raffle
Buying lotto tickets
Playing bingo
Playing in a casino
Playing pokies
Playing on a slot machine
Buying scratch-Its tickets
Participating in a quiz on
radio
Betting on a match
Facts!
Australians spend approx. 20 billion dollars per
year on gambling
40% Australians are said to participate in
gambling regularly
1% of the Australian population have a severe
gambling problem
Gambling, Gaming and Wagering
Gambling – is a very broad term. It refers to all situations
where money is staked on an uncertain (chance) outcome, so
it includes both gaming and wagering
Gaming – refers to all forms of gambling except wagering i.e.
it includes all legal forms of gambling other than racing and
sports betting, such as lotteries, poker and gaming machines,
casino gaming, football pools, interactive gaming and minor
gaming (raffles, bingo, lucky envelopes etc.)
Wagering – refers to bets placed with totalisators or bookies
on races, sports or other events (e.g. horse racing, greyhound
racing, rugby league games)
History of Gambling
Year Event
1809-10First organised race meeting in Australia (New
South Wales)
1861 First Melbourne Cup run in Victoria
1920-21
Golden Casket lotteries established in
Queensland as the first government-run lottery in
Australia
1975-76 Pools introduced in Queensland
1981-82 Lotto introduced in Queensland
1984-85 Instant lotteries introduced in Queensland
1985-86 First casino opened in Queensland
Continued...
History of Gambling
Year Event
1990-91 Minor gaming introduced in Queensland
1991-92 Gaming machines introduced in Queensland
1995-96 Sports betting introduced in Queensland
1997-98 Keno introduced in Queensland
1999-00 Interactive gambling introduced in Queensland
2002Launch of Queensland Responsible Gambling
Code of Practice
2012Australian Federal Government passes
legislation for gambling reform
Why do people gamble?
They hope to win money
They believe in personal luck
To get back the money they have lost
They like the atmosphere and excitement of gambling venues
For the social aspects (company)
They want to ‘defy the odds’
They find it as a way to escape their everyday lives (e.g.
depression, stress, isolation, boredom)
Potential benefits of Gambling
Some of the beneficial aspects of gambling are –
Entertainment
Tourism
Employment
Tax revenue
In Queensland, a gambling product is illegal unless it is regulated by
one of the seven Gambling Acts. The Queensland responsible
gambling strategy is used as the framework to develop and deliver
responsible gambling initiatives.
Charity
Supporting community projects
Leisure
Win money
What is Problem Gambling?
Problem gambling is characterised by difficulties in limiting
money and/or time spent on gambling which leads to
adverse consequences for the gambler, others, or for the
community.
Or, we can also say, Problem Gambling occurs when
gambling causes problems for the individual, their families or
friends or social network or for the broader community.
Ripple Effect Theory
According to the Ripple Effect Theory, the behaviour of a problem
gambler may potentially impact another five to ten people in their
family/social circles.
Community
Finance/Economy
Work
Family & Friends
Individual
Gambling
What is Responsible Gambling?
Responsible gambling is the provision of safe, socially
responsible and supportive gambling environments where
the potential for harm associated with gambling is minimised
and people can make informed decisions about their
participation in gambling.
It occurs as a result of the collective actions and shared
ownership of individuals, communities, the gambling
industry and government to achieve outcomes that are
socially responsible and responsive to community concerns.
Responsible Gambler
The responsible gambler –
Is in control
Doesn’t take gambling too seriously
Sees gambling as entertainment not a job
Only gambles with money set aside for entertainment,
never with the money for rent or food
Never borrows money to gamble from friends, money set
aside for other things or credit cardsContinued...
Responsible Gambler
The responsible gambler –
Sets limits on the amount of time and money they will spend
Sticks to these limits and walks away when they are
reached
Recognises that you can’t win in the long run and doesn’t try
to chase a win
Is relaxed and sociable
Is aware of family and friends
Is happy to take frequent breaks
Concerns with problem GamblingGovernment Individual Community Family and friends
Job loss
Increased crime
Increased need for
police
Increased demand
for government
funded services
Depression
Suicide
Stress
Financial problems
Legal problems
Work or study
problems
Costs of criminal
behaviour
Increased crime
Social problems
due to financial
loss
Negative impact on
families
Adverse effects
upon gambling
venue staff
Increased demand
of social and legal
services
Domestic violence
Stress
Neglected family
Loss of income
Relationship
breakdown
Economic cost of problem gambling
Cost of crime
Increased welfare demand
Cost of regulation
Financial strain on families
Government agencies that regulate the gambling
industry
QLD Police
OLGR (Office of Liquor and Gaming Regulation)
Gambling in Queensland
In Queensland, a gambling product is illegal unless it is
regulated by one of the following seven Gambling Acts –
Gambling Machine Act 1991 - regulates the use of 'Pokies' -
electronic gaming machines (EGM's), specifically those in
clubs, pubs and hotels.
Keno Act 1996 – Keno game played in casinos, hotels and
pubs
Casino Control Act 1982 - regulates Casinos which are
licensed to operate traditional casino table games and
electronic gaming machinesContinued...
Gambling in Queensland
Lotteries Act 1997 – governs suppliers of Lottery games
Racing Act 2002 Wagering Act 2002 - (regulates the racing
industry e.g. horses, greyhounds)
Charitable and Non-Profit Gaming Act 1999 - regulates
gaming conducted to raise funds for charitable and non-profit
purposes, and for related purposes
Interactive Gambling (Player Protection) Act 1998 - ensures
the state and community as a whole benefit from interactive
gambling.
Queensland Responsible Gambling Strategy
It is used as the framework to develop and deliver
responsible gambling initiatives. It addresses the impacts of
problem gambling on individuals, families and communities
and has a focus on preventing problem gambling arising, as
well as on developing treatment and support options.
Queensland Responsible Gambling Code of Practice
The purpose of the code of practice is to create a responsible gambling
environment to minimise harm to gamblers, their families and the
community.
The Code of Practice aims to achieve the following outcomes:
Individuals, communities, the gambling industry and the
Government have a shared understanding of responsible gambling
practices.
Individuals, communities, the gambling industry and the
Government have an understanding of their rights and
responsibilities in relation to responsible gambling practices.
Continued...
Queensland Responsible Gambling Code of Practice
The gambling industry provides safe and supportive environments for
the delivery of gambling products and services.
Customers make informed decisions about their gambling practices.
Harm from gambling to individuals and the broader community is
minimised.
People adversely affected by gambling have access to timely and
appropriate assistance and information.
The gambling industry considers, and applies, principles of responsible
gambling to all new and emerging technologies.
Current Legislation
Queensland Responsible Gambling Code of Practice :
There are six practices in the code of practice –
1. Provision of information – to enable customers to
make informed decisions about their gambling activities
Signages must be displayed in following areas –
ATM machines
Gaming machines
Continued...
Current Legislation
2. Interaction with customers and community –
effective mechanism to link with local gambling related
support services and community networks
Every venue nominates a Customer Liaison Officer
(CLO) who provides appropriate information to assist
patrons and staff with gambling-related problems
Continued...
Current Legislation
3. Exclusion provisions –
Self-exclusion and venue-initiated exclusion procedures
It includes provisions like –
Providing contact information for support services
Customers to be removed from promotional materials list
Providing support in seeking exclusion from other
gambling providers
Continued...
Current Legislation
4. Physical environment – in the gaming area, making the
players aware of the passage of time, and not allowing
minors and intoxicated patrons. It also includes –
Providing responsible service of alcohol
Encouraging breaks in play
Gratuities not to be encouraged by staff
Customers to be discouraged from participating in
extended, intensive and repetitive play
Display of clock and natural lights Continued...
Current Legislation
5. Financial transactions – procedures for the cashing of
cheques and payment of winnings, not offering betting
on credit, and not locating ATM facilities in close
proximity to gambling areas.
Continued...
Current Legislation
6. Advertising and promotions – devising advertising and
promotions with due consideration given to the potential
impact on people adversely affected by gambling.
Advertisements must comply with Advertising Code of
Ethics. The advertising and promotions must NOT –
Be false
Be misleading
Link gambling and alcohol
Focus solely on gambling
Offend community standards
Queensland’s Gambling Help Service System
To support problem gamblers, their families and friends, the
Queensland Government provides following services free of charge –
Gambling Help Services – it is a free, confidential face-to-face help
service which operates during business hours across Queensland.
Gambling Help Line (1800 858 858) – it is a free, 24 x 7 and
confidential help service which offers information, assistance,
telephone counselling and referral service to people experiencing
problems related to gambling.
Gambling Help online (www.gamblinghelponline.org.au) – it is a
national website that provides live counselling, email support and
self-help. It is a free, anonymous and confidential service.
Gambling Help Line 1800 858 858
Gambling Help Online www.gamblinghelponline.org.au
Contact details — Queensland Gambling Help Services
Service name Provided by Local Phone
1. Gambling Help Brisbane Relationships Australia (07) 3423 6950
2. Gambling Help Logan Relationships Australia (07) 3808 9235
3. Gambling Help Gold Coast Relationships Australia (07) 5575 6122
4. Gambling Help Ipswich Relationships Australia (07) 3281 8677
5. Gambling Help Toowoomba & South West Lifeline Darling Downs & South West Old (07) 4632 2615
6. Gambling Help Caboolture & Redcliffe Peninsula Alcohol & Drug Foundation (Interlock) (07) 5428 6244
7. Gambling Help Sunshine Coast Relationships Australia (07)5492 7255
8. Gambling Help Wide Bay & Burnett Bundaberg Lifeline Community Care — Fraser District (07) 4191 3100/ (07) 4153 8400
9. Gambling Help Longreach Relationships Australia (07) 4658 1855
10. Gambling Help Rockhampton & Central Queensland Relationships Australia (07) 4926 9377
11. Gambling Help Mackay & Whitsunday Relationships Australia (07) 4957 4542
12. Gambling Help Townsville Centacare Townsville (07) 4772 9000
13. Gambling Help Cairns Lifeline Cairns Region (07) 4050 4955
14. Gambling Help Mt Isa Centacare Townsville (07) 4743 4449
Residential Treatment Service
Moonyah Rehabilitation Service Salvation Army (07) 3369 0922
Queensland Responsible Gambling Resource
Manual
The Queensland responsible gambling resource manual has
been developed to provide a step-by-step guide to the
implementation of code of practice. For every industry sector
(e.g. hotel, casino, TAB outlets, racing, lotteries etc),
separate resource manual is developed which is available at
each venue at all times.
Continued...
Queensland Responsible Gambling Resource
Manual
The Resource Manual includes –
legislative requirements
the measures gambling providers are required to take to
ensure maximum benefit from each of the core practices of
the Code of Practice
initiatives to further promote and enhance the venue or
organisation's commitment to responsible gambling.
Provision of Information
Providing information to patrons
Guidelines for good customer service include –
Take the time to clarify precisely the information the patron is
requesting (don’t assume)
Always respond to requests for information with respect and
refer the request to an appropriate person (e.g. Customer
Liaison Officer(CLO), Supervisor or Manager), if you are not able
to answer it
Wherever possible, before referring an issue to the CLO, try to
explain to the patron your reason for doing so and obtain their
permissionContinued...
Provision of Information
Providing information to patrons
Guidelines for good customer service include –
Ensure the information provided is accurate and complete (don’t
guess or provide partial information)
Ensure the information is provided to the patron in a timely
manner (as quickly as possible)
Always treat patron requests for information (e.g. about
Gambling Help Services) in a confidential manner i.e. respect
the privacy of every patron. Only discuss a patron’s request for
information with appropriate people
Types of information & making information available to patrons
Type of information General purpose of information Display and/or provision of informationResponsible Gambling
Mission Statement
Venue’s written policy on their
commitment to provide responsible
assistance to problem gambling
To be clearly displayed in venue
Responsible Gambling
Policy Document
Information on how venue addresses the
problem gambling issue in the local
community
To be available to patrons on request, and a
clearly visible notice advising patrons that
it is available
Responsible Gambling
Signs in venues (risk of
problem gambling and
where to get help)
Information about potential risks of
gambling and where to get help for
problem gambling, e.g., Gambling Help
Line or local Gambling Help support service
To be prominently displayed in gambling
area and near ATM and EFTPOS facilities;
also to be available to patrons on request
Nature of games and
game rules
Information (in an easy-to understand
format) that explains to patrons how the
various gambling products are played
To be available to patrons on request and
to be included in the Player Information
Guide (availability to be clearly displayed)
Odds of winning or
returns to player
Information (in an easy-to-understand
format) that explains to patrons the odds
of winning major prizes.
To be prominently displayed in gambling
area near relevant products (games); and
to be included in the Player Information
Guide (availability to be clearly displayed)
Types of information & making information available to patrons
Continued...
Type of information General purpose of information Display and/or provision of informationExclusion
mechanisms
Information that explains the
process of excluding patrons at a
venue (e.g., self-exclusions and
venue-initiated exclusions).
To be available to patrons on request; and to be
included in the Player Information Guide (availability
to be clearly displayed)
Complaint resolution
mechanisms
Information on how a patron can
lodge a gambling related
complaint at the venue and how
it will be resolved.
To be available to patrons on request; and to be
included in the Player Information Guide (availability
to be clearly displayed).
Financial transaction
policy
Key elements of the venue’s
financial transactions policy.
To be available to patrons on request; and to be
included in the Player Information Guide (availability
to be clearly displayed)
Other information
(e.g., legislative
requirements)
Example: “Rules Ancillary to
Gaming” in gaming machine
venues
To be prominently displayed in a conspicuous
position and in a way that ensures rules are clearly
legible from a reasonable distance in each gaming
area on the licensed premises.
Odds of winning
Every venue must be able to provide players with the odds of
winning in common forms of gambling activities. It is very important
to understand, for every gambling activity the odds of winning differ,
but it always favours the house.
Odds of winning 1st division in Gold Lotto (1 game) 1 in 8,145,060
Odds of winning top prize on a Poker Machine (playing
maximum lines)1 in 7,000,000
Odds of winning 1st division in Powerball (1 game) 1 in 54,979,155
Odds of picking the trifecta in a 13 Horse Race 1 in 1,716
Odds of winning the 10 number jackpot on Keno (1 game) 1 in 8,911,711
Responding to request for information
When sensitive matter is referred to another person, reason
must be explained to the patron for doing so and his/her
consent/agreement must be obtained. The patron must be
assured that their identity would not be disclosed to the
other person (i.e., matter can be referred for advice without
naming the patron involved). By consulting in this way
patron establishes the fact that his/her privacy is being
respected and trust is built.
Continued...
Responding to request for information
When a patron is reluctant to grant permission to refer a very
sensitive request to another person (even though reason/s for
doing so have been outlined) then staff member must do either of
the following –
outline the role performed by the venue’s CLO, explaining that
the CLO is appropriately trained to handle such matters;
outline the advantages of the patron approaching the CLO
themselves; or
referring the matter for guidance anyway (preserving the
patron’s anonymity), when there are reasonable grounds to
believe the patron’s wellbeing could be in imminent danger
Customer Liaison Officer (CLO)
A Customer Liaison Officer is nominated by a venue to
undertake three key responsibilities –
Provide appropriate information to assist patrons with
gambling related problems
Support staff in providing assistance to patrons with
gambling related problems
Provide assistance to staff with gambling related
problems
Task and responsibilities performed by CLO
where exclusions are concerned
Ensuring the patron is fully advised on the exclusion details
and process
Issuing the patron with the relevant Exclusion Notice and
Order or Direction
Ensuring local Gambling Help service details are provided
to the excluded patron
Ensuring the assistance of the local Gambling Help service
is sought
Continued...
Task and responsibilities performed by CLO
where exclusions are concerned
Ensuring the patron is supported in seeking self-exclusion from
other gambling providers
Ensuring the exclusion is documented, maintaining a Register of
Excluded Persons
Ensuring promotional materials are not sent to an excluded patron
Ensuring all excluded patrons are treated with respect, dignity and
privacy
Provide assistance to staff with gambling related problems
Advantages to a venue establishing links with its
local gambling help service provider
Assisting when a patron brings attention to a gambling problem
Assisting when a patron wants to be excluded from a gambling venue
Providing assistance when a patron wants to be excluded from other
venues
Assisting when patron’s problem is affecting him/her or family
members
Assisting venue staff to learn more about the services provided
Assisting when a co-worker has a gambling problem or suffers as a
result of working in gambling venue
How can you establish links with local
gambling help service provider?
Through telephone
Provide the contact details of the venue to the local
gambling help service provider
Organise a meeting to discuss the services the ‘local
gambling help service provider’ can provide to the
venue’s patrons and staff
Customer complaint resolution procedures
According to Code of Practice, venues must establish and
actively promote customer complaint resolution procedures. It
includes –
1. Clarifying the complaint
Treat complaint of every patron with respect
Carefully clarify each complaint. Gather complete details
in a polite and sincere manner
Seek advice or guidance from other staff, as required,
but observe patron’s privacy rights
Continued...
Customer complaint resolution procedures
2. Resolving the complaint
Resolve the complaint in a timely and polite manner
yourself, where possible
Refer the complaint to a senior staff member for
resolution and referral to external parties
3. Advising the patrons of the complaint resolution outcome
Advise the patron of the outcome in all cases, in a
timely and courteous manner
Explain the reasons for outcome, as appropriate
Continued...
Customer complaint resolution procedures
4. Advising the complainant of available avenues of redress
Advise the patron of all available avenues of redress
or appeal (especially if a patron is not satisfied with
the venue’s resolution)
Provide the patron with appropriate OLGR contact
details
5. Recording the complaint
Record every gambling related complaint and the
corresponding actions taken in a register of complaint
and actions
Possible signs of problem gambling
Some of the signs of problem gambling are –
Signs Examples
Faulty
recognition
Player reports having a perception of chances of winning
which is apparently unrealistic
Loss of control Player reports –
having a problem with gambling
having tried unsuccessfully to stop gambling
spending too much time gambling
Player is observed –
threatening or causing physical harm to others or self
selling valuables to gamble
behaving in an aggressive manner towards property
Continued...
Possible signs of problem gambling
Signs Examples
Negative
impacts of
gambling
Player reports –
having lost a significant relationship due to gambling
having lied to others to hide their gambling
having lost a job due to gambling
Third party (e.g., a family member or another patron)
reports –
the patron is gambling instead of fulfilling family
responsibilities(e.g. picking children up after school)
trying to borrow or “scam” money for gambling from
others (e.g. other patrons)
Use of alcohol
or drugs while
gambling
Player is observed as being unduly intoxicated or under the
influence of drugs while gambling
Continued...
Possible signs of problem gambling
Signs Examples
Depression or
thoughts of suicide
Player reports they are suffering from depression
and/or have thoughts of suicide due to gambling
Involvement in
multiple simultaneous
gambling activities
Player is observed to be participating in three or more
gambling activities simultaneously (e.g. playing three
or more gaming machines at a time)
Personal remorse Player reports –
losing household money on gambling (e.g. money
that was to be used to buy groceries, pay the
rent, or pay rates or electricity bill)
selling valuables to gamble
borrowing money to live due to gambling
being unable to meet loan repayments due to
gambling
Making staff aware of patron’s problem gambling
Staff can be made aware of patron’s problem with gambling by
either of the following –
Patron requests to be excluded from the venue
Family member or close friend of the patron request the staff
of the venue indicating the patron’s problem with gambling
Staff member observes or reports patron’s gambling problem
Exclusion provisions
“Excluding a patron” means prohibiting a person from specific
gambling products, services or gambling areas of a particular
gambling venue. In other words, a patron may be “excluded”
(banned) from playing particular gambling products at the venue
or from entering all or part of your venue.
There are two types of exclusions –
1. Self-exclusion
2. Venue-initiated exclusion
Continued...
Exclusion provisions
Continued...
Self-exclusion Venue-initiated Exclusion
Step 1 Patron requests to be
excluded. Patron
provided with Gambling
Help Service information
Venue becomes aware of issue (e.g.
advised by third party or perhaps
staff members). Venue may decide to
exclude. CLO to document decision
and reasons for the decision
Step 2 CLO outlines self-
exclusion process to
patron
CLO outlines self-exclusion process
to patron. Patron to consider
requesting a self-exclusion. Patron
provided with Gambling Help Service
information
Step 3 CLO issues patron with
Exclusion Notice to
complete
Active monitoring process of the
patron at venue. Venue decides to
issue a venue initiated exclusion
Exclusion provisions
Self-exclusion Venue-initiated Exclusion
Step 4 CLO issues patron with
Exclusion Order. Patron has
24-hour cooling off period
CLO issues patron with
Exclusion Direction
Step 5 Exclusion comes into effect.
CLO to document this fact on
the Register of Excluded
Persons
Exclusion comes into effect.
CLO to document this fact on
the Register of Excluded
Persons
Step 6 Exclusion enforced until it is
revoked (at least after 1 year
the exclusion commenced) or
it lapses (after 5 years)
Exclusion enforced until it is
revoked (at least after 1 year
the exclusion commenced) or
it lapses (after 5 years)
When an exclusion lapses or is revoked
Time frame Explanation
24-hour cooling
off period
Applies only to self-exclusions. If a patron changes their
mind within 24 hours of Exclusion Order being issued then
a Revocation Notice – Self-exclusion is to be completed
and submitted to the venue within the 24-hour time limit.
12 months
minimum period
Once exclusion takes effect, the excluded patron must
wait a minimum of 1 year (12 months) before applying for
their exclusion to be revoked (lifted).
5 years
maximum period
If no application to revoke the exclusion is received then
any exclusion stays in place for a maximum of 5 years
then it automatically lapses (expires).
Continued...
When an exclusion lapses or is revoked
Time frame Explanation
1 revocation
application per year
After 1 year (12 months) minimum period, the excluded
patron can apply to revoke their exclusion – but a patron may
submit only one Revocation Notice or Application per year,
starting at the first year anniversary of the Order or Direction.
28 days for venue
to act upon
Revocation Notice –
Self-exclusion
Where a patron applies to have self-exclusion revoked, the
venue must act upon that Revocation Notice – Self-exclusion
within 28 days or the exclusion automatically lapses after this
28-day period.
28 days for venue
to act upon Venue-
initiated Exclusion
Revocation Notice
Where the excluded patron applies to have Venue-initiated
Exclusion revoked, the venue must provide the patron with a
Revocation Notice & Conditions of Re-entry within 28 days or
the Exclusion Direction remains in place.
Legislative and Code of Practice provisions in
relation to excluding patrons
In May 2005 legislation came into effect outlining the
responsibilities of all gambling providers with respect to
excluding patrons from their venues. Exclusion provisions are
legally binding and financial penalties may be incurred for
breaches of these exclusion provisions. The legislation is applied
to all gambling industry sectors, except the Lotteries and the
Charitable and Non-Profit Gaming sectors. These two industry
sectors are not bound by the exclusion legislation, however
certain practices in the Code of Practice do apply to these two
industry sectors.
How to assist the patron
To assist the patron, staff member can –
Take the person to a quiet/ private area (offer coffee and a
chat)
Offer literature on gambling
Discuss self-exclusion
Offer self-exclusion information
Ask a senior staff member for assistance if he/she is
uncomfortable
Physical Environment
Some of the features that create safe and supportive gambling
environments are –
Minors are prohibited from gambling. In Queensland, minors
are only permitted to play
Bingo (unless alcohol or a gambling product forms part of
a prize)
Lucky envelope games (unless alcohol or a gambling
product included as a prize and/or the ticket is of the
Scratch-it type)
Minors are prohibited from designated gambling areas.
Continued...
Physical Environment
Provision of hospitality services in areas where gambling is
provided is managed in such a way as to encourage
customers to take breaks in play e.g. service of tea and coffee.
Child play areas/care
Where child play areas are provided, best efforts should be
made to minimise exposure to areas where gambling
activities are conducted.
Where gambling providers offer adjunct child care, these
facilities must provide safe and suitable standards of care
in accordance with relevant child care legislation.
Continued...
Physical Environment
Customers who are unduly intoxicated are not permitted to
continue gambling.
Staff working in gambling areas are not to encourage
gambling customers to give them gratuities (i.e. tips).
Gambling providers implement practices to ensure that
customers are made aware of the passage of time.
Gambling providers implement practices to ensure that
customers are discouraged from participating in extended,
intensive and repetitive play.
Financial Transactions
ATM Facilities
ATMs are not to be located in close proximity to designated
gambling areas, or in the entry to gambling areas, where safe
and practicable.
ATMs should not allow patrons to access cash advances on
their credit card account (ATM should only allow access to
savings or cheque accounts).
Continued...
Financial Transactions
Cashing of cheques and payment of winnings
Gambling providers are to establish a limit above which all winnings
are paid by cheque or electronic transfer.
Gambling winnings above the set limit are paid by cheque and are
not cashed on the gambling provider’s premises until the next
trading day or within 24 hours of the win.
The following cheques can be cashed only by prior arrangement:
cheques not made payable to the venue
cheques not made payable to the person presenting the cheque
multiple chequesContinued...
Financial Transactions
Credit betting (lending of money)
Gambling providers are not to provide credit or lend
money to anyone for the purpose of gambling.
Advertising and PromotionsThe code of practice outlines following practices which ensure advertising
and promotions are delivered in a responsible manner –
complies with the Advertiser Code of Ethics as adopted by the
Australian Association of National Advertisers
is not false, misleading or deceptive
does not implicitly or explicitly misrepresent the probability of winning
a prize
does not give an impression that gambling is a reasonable strategy
for financial betterment
does not include misleading statements about odds, prizes or
chances of winning
does not offend prevailing community standards Continued...
Advertising and Promotions
does not focus exclusively on gambling, where there are other activities to
promote
is not implicitly or explicitly directed at minors or vulnerable or disadvantaged
groups
does not involve any external signs advising of winnings paid
does not involve any irresponsible trading practices by the gambling provider
does not promote the consumption of alcohol while engaged in the activity of
gambling
has the consent of the person prior to publishing or causing to be published
anything which identifies a person who has won a prize
where appropriate, responsible gambling messages are incorporated in
advertising and promotion
Staff’s Responsibilities
Provide the patron with information about the role of your venue’s
CLO
Provide the patron with information about the self-exclusion services
that are available at the venue, in a supportive and respectful manner
Provide the patron with information about the local gambling help
related services
Refer the patron to your CLO if they seem willing to discuss the
matter with the CLO
Advise your CLO (or Manager/ Supervisor) of the patron’s situation at
the earliest opportunity
Protect the patron’s identity (respect the patron’s right to privacy) at all
times
Supervisor’s Responsibilities
Monitor and advise the manager of any issues that need
action
Monitor staff
Support and assist staff
Provide assistance when training is required
Assist staff with complaint handling
Manager’s Responsibilities
Ensure required signage is displayed
Ensure information on gambling help services is available
Maintain records of training, self-exclusion and incidents
Ensure staff are trained and possess required skills
Review complaints & look for opportunities of improvement
Support Services
The following organisations offer support and counselling –
Break Even
Gamblers Anonymous
Salvation Army
Life Line
Record keeping related to incidents
In Queensland, records need to be maintained for gambling
related incidents. It includes –
Self-exclusion notices
Register of excluded patrons
Register of gaming related complaints
Revocation notice
Harm Minimization
Purpose – is to foster the implementation of responsible
gambling policies and procedures in the industry, which will
minimise the negative impact of gambling on patrons, their
families and the community.
Continued...
Harm Minimization
Strategies
Restriction on promotion and advertising
Signage
ATM’s and EFTPOS not to be located in gambling area
Limit on cash payment
Provide information on winning chances
Providing tea and coffee
Providing information on risks of excessive gambling
Minimum age of gambling – 18 years
Self-exclusion
Placement of clocks
Signages
Signages
Conditions about training course certificates
Record keeping obligations –
All licensees subject to the RSG training requirement
need to maintain an up-to-date training register which
clearly states –
Details of the licensee and all serving staff
Copy of records of all staff who have completed RSG
Date of commencement on the licensed premises
You have reached to the last bit of your course
With reference to your learning, answer the questions
based on the given scenario.
Scenario - Training to a new staff member(Read the scenario below and answer the questions)
Scene opens at a gambling area where a senior staff member is going through an
overview of gambling practices to Lisa (new staff member). Here is the conversation
between them -
Staff member: This is our new gaming area
Lisa: It’s nice
Staff member: There’s quite a lot you need to know about this area, We’re quiet strict
on responsible gambling, we adhere to a Code of Practice, so I’ll run through some of
it now with you just to get you started. We’ll organise some formal training for you, as
soon we can.
Lisa: Ok
Staff member: We have to remind our customers that gambling is something which
should be enjoyed, but for some people it can get out of hand. These signs should
always be kept visible (pointing to one of the signage displayed in the gambling area)
Lisa: I seeContinued...
Scenario - Training to a new staff member(Read the scenario below and answer the questions)
Staff member: It might take you a while before you notice the signs of problem
gambling. I still miss some of them, but we do our best. If you notice someone
getting overly emotional around the machines, or spending too much time on them,
let us know. We have a responsibility to exclude people, and sometimes they even
ask us to exclude them. It means that we restrict them from using the gambling
facilities and we make sure that we don’t tempt them by sending out promotional
material enticing them to gamble. I’ll introduce you to Marie later, she’s our
Customer Liaison Officer. She’s been trained to help them and us.
Lisa: Do they ever get mad at you?
Staff member: Some do, but we have to what’s right for our patrons and comply
with the Law. Don’t worry, if you notice something, just pass it on to Marie or
myself. We won’t leave you in the lurch. We have to make sure that we don’t add to
the problems or create new ones.
Lisa: How do I do that?
Continued...
Scenario - Training to a new staff member(Read the scenario below and answer the questions)
Staff member: Things like, making sure the natural light is visible, the cards
are stocked, and that the signs are clearly showing. And that clock should
always be on the right time. Some people have no idea how long they have
spent here. I heard in some places of people forgetting to pick their children
up from school.
Lisa: That’s sad
Staff member: We know that people can get carried away with gambling,
thinking that they can always win, we make sure our advertising isn’t
misleading. I’ll give you a copy of the Advertising Promotions Guidelines for
you to look at, at your own pace. Of course we make money out of gambling
but they need to know they can’t always come out a winner. That’s why we
have easy to understand information about the odds of winning available in
the venue. We have to balance between them enjoying themselves and
reducing the problems some people may encounter. We also have policies
like, anyone on the gaming area cannot accept tips.
Continued...
Scenario - Training to a new staff member(Read the scenario below and answer the questions)
Lisa: Really? Why not?
Staff member: I guess it’s… so we’re not actively encouraging them for our
own gain. Some patrons may wonder why other patron has just given the staff
some money - like they may have been told which machine is going to pay or
something like that. Obviously, we don’t know, but some patrons may think
that. Also, anyone intoxicated isn’t allowed to gamble. Someone would lose
everything if they weren’t thinking straight
Lisa: I see
Staff member: No minors are allowed near the machines. In the dining area is
OK, or in the children’s play room, but this area is off limits. You may need to
explain that to some customers who bring their children in here. Most are Ok
about it, but some can be a bit of a problem.
Lisa: I have noticed there’s no ATMs in here. Do people mind leaving their
machines to get money?
Continued...
Scenario - Training to a new staff member(Read the scenario below and answer the questions)
Staff member: The ATM isn’t here on purpose, we encourage people to have
a break from the machines, anyway. We do things like, only pay big winnings
by cheque and that cheque can’t be cashed that day. We don’t give credit and
especially for gambling, we don’t cash cheques. People are allowed to do
whatever they like with their money, but we don’t cash in on them when they
are not thinking straight, which can happen when they are having a losing
streak and are desperate to win back their losses, or even if they’ve had a
win, and they think they can win even more.
Lisa: (sighs) There’s a lot to learn
Staff member: You’ll be fine. It’s just a matter of common sense and doing the
right thing. We’re all in this together.
Staff member and Lisa leaves the area so that Lisa gets introduced to Marie
(CLO)