sithgam201 - $17.99 rsa rsg online courses. instant ......gambling machine act 1991 - regulates the...

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.

http://www.gamblinghelponline.org.au/

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

http://www.gamblinghelponline.org.au/

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 clearly displayed).

Financial transaction

policy

Key elements of the venue’s

financial transactions policy.



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...


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...


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...


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...


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...


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


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...


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...


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...


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...


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

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...


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...


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...


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...


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)

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