SITHGAM001 Provide Responsible Gambling Service

SECTION 1 – Responsible Service of Gambling ................................................................................................................ 1

Section 2 – Problem Gambling ......................................................................................................................................... 4
Section 3 - Provision of Information................................................................................................................................. 8
Section 4 – Interaction with Customers & Community ................................................................................................... 9
Section 5 – Exclusion Provisions .................................................................................................................................... 12
Section 6 – Physical Environment .................................................................................................................................. 19
Section 7 – Financial Transaction Financial transaction policy ...................................................................................... 22
Section 8 – Advertising & Promotions ........................................................................................................................... 23

Welcome!

This course is for participants who wish to work in gaming venues throughout the state of Queensland.

It is important to read and understand the content of each section. The Responsible Service of Gambling is a serious subject. It
is you who will be working in the premises providing the responsible gambling service. You will be legally responsible for
ensuring you comply with the laws and regulations that govern the service of gambling. Staff can be fined by the Office of
Liquor and Gaming for non-compliance.

This course consists of 8 sections:

1. Problem Gambling and Responsible Gambling.
2. Problem Gambling
3. Provision of Information
4. Interaction with Customers and the community
5. Exclusion Provisions
6. Physical Environment
7. Financial Transactions
8. Advertising and Promotions

SECTION 1 – Responsible Service of Gambling

Australian Gambling History

Gambling has been an inherent part of Australian culture from the beginning of European settlement. In the beginning it was
mainly horse-racing. It progressed to lotteries, and then in the 1950s, 'poker machines' entered New South Wales. Legalised
gambling facilities and opportunities having expanded greatly over the past 30-odd years, and now all known forms of gambling
seem to be available.

This has led to substantial increases in amounts wagered and net losses and has produced massive revenues for
governments.

Control of gambling has generally been under State (and Territory) government jurisdiction in Australia. These governments
have legislated to permit various forms of gambling in return for regulation and revenue-raising.

The more 'traditional' forms of gambling in Australia have often been conducted, but not exclusively, by governments. For
example, horse-racing was conducted through the various Totalisator Agency Boards (TABs) and lotteries through various
commissions.

Increasingly governments' role has been one of regulation only, as previously publicly-owned bodies such as the TABs have been
privatised.

How Much?

Australians spent more than $19 billion on gambling in 2008–09; around $12 billion of which was spent playing the pokies.

According to economists, Australians spend more money on gambling than on gas and electricity bills, phone bills and petrol.

Analysis of Australian Bureau of Statistics data by CommSec found that in 2008, the average Australian household spent $2292
on gambling compared with $1830 on gas and electricity bills, $2056 on petrol and $1996 on telephone and internet bills. Craig
James, chief economist at CommSec called the figures "staggering".

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Why People Gamble

Why are people attracted to gambling? It is important to understand why so many of us choose to gamble.....

Research conducted by governments within Australia has found seven main reasons people indulge in gambling. It is generally
a combination of some or all of the following. They

• enjoy the atmosphere of a gambling venue or event

• look forward to the social aspects of gambling
• like the challenge of daring to beat the odds
• thrive on testing their luck
• hope to win back previous losses
• can escape the reality and circumstances of their lives
• and importantly they hope to win

Treat Gamblers with Respect!!

Choosing to gamble is an individual's right, and must be respected. Regardless of your personal thoughts, it is not your place to
judge someone who chooses this form of entertainment, even if it does become a problem for them.

Gambling In Queensland
As a worker in Queensland‟s gambling industry, you will play a critical role in the collective effort to promote responsible
gambling in your venue. To see how your individual role fits within the context of the whole gambling industry, we shall examine
the:
Development of commercialised gambling in Queensland;
Gambling products available in Queensland (and the corresponding seven [7] gambling acts); and Responsible gambling
initiatives within Queensland.
Over the years the Queensland gambling industry has increased significantly, particularly since the introduction of poker machines
in the early 1990‟s.

Gambling, Wagering & Gaming

What is the difference between Gambling, Gaming & Wagering?

Gaming: When someone participates in a gaming activity they are participating in any form of gambling except wagering.
Wagering: refers to bets placed with totalisators or bookies on races, sports or other events (e.g. horse racing, greyhound
racing, sports games, politics etc.)
Gambling: encompasses both gaming and wagering. It refers to all situations where money is staked on a chance or uncertain
outcome.

Forms of Gambling

Gaming includes poker machines, and other electronic gambling machines, roulette, cards and various other forms of betting
available in casinos.

Lotteries commenced in Queensland in 1921. Lotteries are conducted across Australian by both commercial and government
enterprises. Examples of lotteries held in Australia include Tatts lotto, Gold lotto, Powerball, Oz Lotto, the Pools and instant
lottery tickets. Most lottery tickets are purchased from Newsagents. Regulations covering lotteries are legislated at state level.

Wagering involves the placing of money on horses and other sporting events. Betting is conducted by placing money on a horse
our outcomes of a sporting event against published odds. Betting is generally conducted through a TAB or a bookmaker.

Speculation involves the investment of money in business ventures and stock market activities. People who place money on
the share market try to determine from market prices, current and future economic climate whether the price of shares,
currencies or other financial instruments will rise or fall. Speculation is just that, a guess and there are never any guarantees
that you will come out ahead.

Casinos In Australia

Australian casinos attract millions of interstate and international visitors each year. In additional to their visits to casinos, the
tourists spend a lot of their time on other activities and other entertainment. Gambling is not the only activity they take part
in when visiting the casino. Most casinos host a variety of hospitality and entertainment activities including: o
Accommodation o Restaurants o Bars & night clubs o Convention centres
o Gyms and other recreational activities

The first Casino opened in Hobart, Tasmania in 1972. Since then Casinos have opened in every state of Australia. The first
poker machines were introduced into licensed clubs in NSW in 1955-1956. Poker machines were not introduced into Queensland
until 1991.

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Queensland has four casinos within its borders, they
are: o Conrad Treasury Brisbane o
Conrad Jupiter's Casino Hotel o The
Reef Hotel Casino
o Jupiter's Townsville Hotel & Casino

Did you know that Casinos in Queensland are governed by the Casino Control Act 1982?

Illegal Gambling

Illegal gambling activities still exist.

It is important to remember that in Queensland, a gambling product is illegal unless it is regulated by one of the seven Gambling
Acts. In many respects the actions of the Australian and Queensland governments in applying legislation to the gambling
industry has cleaned it up and Australians are now able to legally participate in Gambling activities in comfort and safety.

But illegal gambling activities do still exist. Black money is defined as income from illegal activities that is not reported to the
government for tax purposes. Money laundering is concealing the source of money gained by illegal means.

Two up is an illegal game in Australia. It sounds odd as it is played on ANZAC day, the day when we celebrate the lives of
soldiers who lost their lives in the wars Australians have fought in! Two up is only allowed to be played in RSL clubs on that one
day each year.

Why allow gambling?

Governments gain substantial incomes from Gambling, Gaming and Wagering industries. Supporters of industries which have
developed around these activities, work hard to ensure the government recognises the benefits the industry provides individuals,
communities and governments when policies are designed and legislation is rewritten.

The benefits of gambling for the individual are considered to be:-

opportunity for social inclusion
• stimulating entertainment a valuable social outlet

The benefits of gambling for the community are considered to be:-

• Income derived from taxes is spent on essential public infrastructure, such as roads,
hospitals and schools
• Increased tourism and income to the local economy
• Employment opportunities at casinos, hotels, conference centres Funds for
charity
Our governments have a duty of care to us all and they have a responsibility to take measures to assist individuals with gambling
problems. However, they also need balance those measures against providing legitimate opportunities for individuals to
gamble if they wish.

Benefits of Gambling

Gambling taxes at work

Gambling venues contribute to the community through the taxes they pay. Some of the taxes paid are used to provide
infrastructure, schools, roads, hospitals. A percentage is used to provide community support in the form of education and
counseling for people with problem gambling issues.

Small business benefits The gambling industry generates economic activity providing many opportunities for small
businesses and service providers.

Tourism benefits Many gambling venues and events attract tourists for short stays and
extended vacations.

Casinos with their lavishly appointed and sophistically marketed facilities attract tourists looking for an experience offering
glamour and a fun time. It is generally considered that the mere presence of a casino provides a city, and adjacent precincts,
with tourism dollars boosting the local economy.

Employment opportunities
Jobs are created in communities which host major sporting and gambling events, casinos and other gambling venues. Jobs in
gambling industries, hospitality, security, cleaning, community services, property maintenance and retail operations are just a
few to benefit by the existence of gambling venues and events.

Charities benefit
Gambling venues participate in fundraising activities conducted in their communities. They donate to, support and sponsor
schools, sporting groups and charities. 8.5% of taxes raised from the operation of electronic gambling machines are put into
Community Investment Funds. This fund also benefits from the taxes paid by casinos. In Queensland a portion of the Community
Investment Fund is redistributed to the Gambling Community Benefit Fund and into the four casino Community Benefit Funds.

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Entertainment In its simplest form, gambling activities are just another way many people have fun, either on their
own or groups.

Winning and losing

When it comes to gambling, there are always winners and losers. For a person to win someone else must lose, and the people
who lose are often the people who can least afford to.

All gambling is in favor of the operator of the game. The returns vary from game to game, but overall the house always wins.

For example, gaming machines in Australia are designed to give a return of 85 - 92% back to the players. This means that for
every dollar you bet, the most you can expect back is between 85 - 90 cents. However, you don‟t get it back all at once. Even
the small wins of one and two credits are counted in this 'return'. Most people simply bet these small wins away, searching for
that ONE BIG WIN .

Section 2 – Problem Gambling

Harmful Effects of Gambling

In the last section we considered the potential benefits of gambling activities. But like so many things in life, where there is a
positive action there is conversely a negative one.

For most people, gambling is a form of entertainment. For some, however, it can become an addiction as compulsive to them
as smoking, alcohol or drugs is to others. It is for this reason governments have written legislation to prescribe the behaviour
of the gaming and gambling industries, suppliers of gambling products and enterprises who offer ongoing and periodic gambling
activities to the community.

It's because of the government’s responsibility and duty of care that you are sitting here today learning how you can help
ensure that those people who choose to gamble, can do so in a safe environment, one which offers practical and useful support
to those who need and want it, when they need and want it!

What is problem gambling?

It is not possible to identify a problem gambler merely by their physical appearance. Someone who is betting heavily might be
doing so within his or her own predetermined limits. They could be having fun, a “night on the town” or splurging earlier
winnings.

Whereas an alcoholic or a chronic drug user might have observable indications that they have an addiction, it is less obvious in
a gambler.

There are various definitions of problem gambling, but most emphasise:

1. A person’s lack of control over their gambling behaviour 2. Adverse personal,
economic and social impacts resulting from a gambler's actions.

Problem gambling may involve:

o Gambling more money than the player can afford o Gambling that makes the home life of
the player unhappy o Feelings of remorse after gambling o Bills that cannot be
paid by the player due to excessive gambling o Borrowing money to gamble o
Trying to win back gambling losses o Gambling to escape worry or personal
problems o Changes in sleeping or eating habits due o Committing illegal acts or
considering these to finance gambling.
o Considering self-harm as a result of gambling.

Types of Gamblers

There are 2 types of gamblers:

Gamblers who will directly affect family, friends, accounts and retirement
▪ Problem Gambler
▪ Compulsive Gambler ▪ Binge Gambler

Gamblers who will not directly affect family, friends, accounts and retirement
▪ Professional Gambler
▪ Frequent(Heavy) Gambler
▪ Social Gambler

Each of these types will be discussed in the next slides.

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Social (recreational) gamblers

• Most gamblers are social gamblers. Gambling is one of many forms of entertainment they engage in and it is not their
main recreational activity.

• Gambling episodes are usually infrequent, but there may be some regular activity as well (e.g., a monthly poker game,
an occasional vacation to Vegas, a weekly or even daily lottery ticket). Gambling does not result in any negative life-
consequences.

Frequent (heavy) gamblers

• Gambling is an important part of their lives and would be missed if they could not engage in it.
• There may be an intense focus on a single form of gambling (e.g., horse racing, poker, sports betting).
• However, there is no loss of control over wager amount or frequency. No financial strain due to gambling.
Money for retirement, family, health, etc. is not being diverted for gambling.
• Money is not borrowed from any source (including credit cards).
• Wager size is responsible and reasonable for the person's income. Relationships with family members and friends
are not diminished due to time spent gambling.

Problem Gamblers

• Gambling results in at least one negative consequence to the gambler or person in their life. This would include:
• Relationship problems.
• Using money to gamble that should be otherwise allocated to other things.
• There might be family discord regarding the time or amount spent gambling.
• The gambling may diminish work performance or ability to focus on work fully.
• Long term goals and ambitions are sometimes replaced by gambling.
• Problem gamblers may deny that any problem is occurring despite the observations of others. There may be
attempts to hide or minimize gambling behaviour.

Compulsive Gamblers

• This is the only "type" of gambler that has been fully defined by the American Psychiatric Association as a mental
disorder.
• Usually has had at least one financial bailout from a friend, family member, maxed out credit cards or taken out loans
from financial institution, unless they are affluent. Although some pathological gamblers never have had a bailout.
• Compulsive gamblers share some of the symptoms that are evidenced in problem gamblers (see above list).
• There may be attempts to justify, rationalize, hide, and/or minimize their behaviour to others.
• Wins are usually "re-invested" into more gambling. Wager size increases over time (measured usually in
years).

Binge Gambler
• Frequency of gambling episodes are periodic rather than consistent
• Long periods of no gambling are followed by binges that can be very costly financially, emotionally and damaging to
relationships.
• There is an illusion of being in control. This illusion is a function of the ability have extended periods of not gambling.
• The relapse cycle is often triggered by a perceived "surplus" of money, while the binge cycle typically ends after a huge
loss.

Professional Gambler
• Professional gamblers are the rarest form of gambler. They depend on games of skill, rather than luck to make money.
They have full control over the time, money and energy they spend on gambling.
• Rarely lose control when placing bets.
• Gambling is methodical and planned (e.g., a professional horse gambler may not bet on every race). Maintain
discipline and refrain from impulsive betting Accept financial losses without chasing to win them back.

Problem Gambling Defined

To provide a guideline for determining what problem gambling is, The Australian Gambling Industries Report No. 10, 1999 gave
two broad definitions.

Problem Gambling exists when a person has lost all control over his or her gambling behavior. This loss of control results in
adverse personal, economic and social impacts

Problem gambling is any pattern of gambling behavior that negatively effects other important areas of an individual’s life, such
as relationships, finances or employment.

Female Gamblers
Men versus Women and the ladies are catching up

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Before poker machines were introduced to South Australia in 1994, most gamblers were men. Since then, surveys have shown
that women are almost as likely to gamble as men. For example in a 2005 survey of 17,000 South Australians conducted by
the Department for Families and Communities, it was found that 67% had gambled in the last 12 months as compared with
72% of men. Women were just as likely to play poker machines (30%) as men (30%).

Men tend to gamble on a wider range of activities than women. Women will be just as likely as men to gamble on lotteries and
poker machines. They are less likely to gamble on horse races, sports and casino table games such as poker, blackjack or
roulette (SA Department for Families and Communities, 2007).

High Risk Groups

Who is most at risk of developing a gambling problem?

The rate of problem gambling in Queensland is lower than the rates for excessive smoking or alcohol consumption, but greater
than that for the use of some illicit drugs.

Problem gamblers can come from any age, sex, social class, education level or cultural background. There is little in the way of
socio-demographic factors to distinguish between problem gamblers and regular gamblers, although regular gamblers (those
gambling at least once a week) under the age of 25 are twice as likely as all gamblers to develop gambling problems.

Some types of gambling, however, are linked to problem gambling more than others. Levels of problem gambling are highest
among people who gamble regularly on Electronic Gaming Machines (EGMs – “pokies”) and racing (continuous forms of
gambling), and lowest for lotteries (a non-continuous form).

About 70 per cent of problem gamblers who are receiving counseling nominate EGMs as their preferred form of gambling.

Pathways

What are the pathways that can lead to problem gambling?

An influential approach to understanding why people develop problematic gambling behaviour is the Pathways Model. This
model has proposed that, while people experiencing problematic gambling behaviours share many characteristics, there are
clear types of problem gamblers with varying pathways into problem gambling. The Pathways Model has since been adapted to
identify youth problem gambling pathways. These types are:

Behaviourally conditioned problem gamblers - those with excessive gambling behaviour, occurring as a result of poor
judgment and decision making, who get caught up in cycles of preoccupation with gambling and chasing losses, often leading
to depression and anxiety.

Emotionally vulnerable problem gamblers - those with pre-existing psychological issues, such as depression and anxiety, or
affected by severe adverse life events, such as abuse and/or neglect, who gamble as a means of escape.

Those defined by the presence of neurological or neuro-chemical dysfunction reflecting impulsivity - those who have
a pre-gambling history of impulsive behaviour and, often, a range of other behavioural problems, such as substance abuse,
sensation seeking and criminal activity.

Many people with gambling problems do not identify that they have a problem. And when they do accept this fact, it is not a
matter of just stopping, as many community members believe. People in the grip of these problems have great difficulty
controlling their gambling behaviour despite the social and financial harm it causes themselves and others.

The Ripple Effect

Just like a stone tossed into a pond, the behaviour of a problem gambler can have a ripple effect through the whole community.
For every problem gambler about 5 to 10 other people are impacted by the addiction.

They may borrow money from friends and family and never repay them. They might lie to their immediate partner and not tell
them that they have a problem.

The Ripple Effect Diagram

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Gambling
The focus of a gambling problem will vary from person to person with most people gambling in four or more products at a time,
gambling frequently and for long periods.

Individual
Individuals with a Gambling Problem tend to
experience: o Stress o Depression
o Financial hardship (inability to pay bills), debts, loss of assets and some even become bankrupt

They may consider action that they normally would not consider such as: o
Suicide and self harm
o Theft and fraud to fund their gambling habits

Family & Friends

Family and friends of people with problem gambling behaviors may experience:
o Stress o Family neglect o Toss of household income o
Relationship breakdown and grief
o Domestic violence
Study, work and employment Someone with a gambling problem may experience a
number of problems in this area.

They may find is very difficult to study effectively and may have a reduced ability to focus on and recall information
The workplace of the individual may become destabilised by the behaviour of individuals with a gambling problem
Work relationships be undermined by an individual‟s changes in behaviour. E.g. becoming irritable and moody Poor
work performance may result in loss of job

Personal finance and economy

Reduced productivity of an individual may not be significant but when thousands of individuals have a gambling problem it
becomes a problem for the community.

Individuals, who lose their job because of the impact their gambling behaviour has on their ability to function, may require
financial support from the community such as unemployment benefits and counselling services.

Local and broader community

Individuals and family and friends of individuals with gambling problems seek counseling and help from community and legal
services.

Increased demand for help puts pressure on legal services

Demand for help puts a strain on counseling services

What is responsible gambling?

Responsible gambling occurs in a regulated environment where the potential for harm associated with gambling is minimised
and people make informed decisions about their participation in gambling. Responsible gambling occurs as a result of the

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collective actions and shared ownership by individuals, communities, the gambling industry and the Government to achieve
outcomes that are socially responsible and responsive to community concerns.' What are the features you would expect to see
in a responsible gambler?

What determines if a person is a responsible gambler is their ability to stay in control and simply treat gambling as a game.

Characteristics of a Responsible Gambler

Views gambling as entertainment, not as income or an investment

Doesn’t take gambling seriously or become emotionally involved
Only gambles with money that has been set aside for entertainment, never with money intended to pay the rent, for food or
household bills
Never borrows money, uses money put aside for another purpose or uses credit cards to gamble Sets
and sticks to limits to the amount of time and money they will spend on gambling
Understands the odds are against winning and doesn’t try to win back losses
Is a relaxed and sociable person
Is aware of and involved with family and friends
Is happy to take frequent breaks whilst gambling (i.e.. Doesn’t become possessive of a particular game or machine when playing
pokies) Remains in control

Section 3 - Provision of Information

Whist the vast majority of gamblers are responsible, the small percentage of problem gamblers and the negative
consequences of problem gambling covered in the previous section, has resulted in state and federal government enacting
legislation to minimise the harm of problem gambling.
Queensland has the 'Queensland Responsible Gambling Code of Practice', the 'Responsible Gaming Manual' and the
'Responsible Gaming Training Framework'. This course will look at each of the six (6) broad categories of the 'Queensland
Responsible Gambling Code of Practice‟. Each state and territory has implemented similar legislation and industry codes of
practice. This section gives an overview of information a gambling venue is required to have, display or provide.

Part of providing good customer service is the provision of accurate information. See the list below for some tips on good
customer service.

Treat the customer with respect

Listen to customer requests
carefully
Ask questions to clarify the customer's needs (don't make assumptions)
Provide accurate and complete information in a timely manner
Treat customer requests with confidentiality
Refer the customer to the customer liaison officer (CLO) if necessary

What information needs to be available and on display?

Each gambling provider must provide information to ensure that customers can make informed decisions about their gambling.
Below is a list of the information that needs to be displayed.

A responsible gambling mission statement is clearly displayed.

Information about the potential risks associated with gambling and where to get help for problem gambling is prominently
displayed in all gambling areas as well as near ATM and EFTPOS facilities servicing gambling areas

Information is displayed to alert customers that the following information is available on request:
• the gambling provider‟s Responsible Gambling Policy document including policies for addressing problem gambling
issues relevant to the local community;
• the nature of games, game rules, odds or returns to players;
• exclusion provisions;
• gambling-related complaints resolution mechanisms; and key elements of the gambling provider‟s financial
transaction practices.

Meaningful and accurate information on the odds of winning major prizes is prominently displayed in all gambling areas and in
proximity to relevant games

Responsible Gambling Policy

A gambling provider must display their Responsible Gambling Policy. This policy contains information about how a venue
addresses local problem gambling issues.

It should be provided to customers on request. The gambling provider must clearly display a notice advising customers it is
available.

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The type and rules of the game

Easy to read information explaining to customers how games are to be played

How should it be displayed or provided to the customer? ✓

provide to customers on request
✓ include in the player information guide ✓
clearly display availability

Odds of winning o What is this? o Easy to read information explaining to

customers the odds of winning major prizes.
o How should it be displayed or provided to the customer?
✓ include in the player information guide
✓ clearly and predominately display near the relevant games

What are the odds of winning?

o The odds of winning vary from gambling product to gambling product and a gambling product can vary from day to
day, minute to minute according to a myriad of different factors, but one thing you can be absolutely sure of is that
the odds are always stacked in favour of the house.
Playing the Pokies o When playing EGMs in pubs, clubs and hotels in Queensland a gambler will lose between 8%
and 15% of every dollar they play. So if they gamble $100 they are on average likely to lose between $8 and $15.
o So for every $100 played on EGMs a venue will gain $8 and $15 ......and the venue must have this information
available for customers on request.
o The odds of winning top prize on a Pokie-machine, playing the maximum number of lines is up to 1 in 7 Million

Playing in Casinos o Typically a casino will have multiple games available for their customers to play, too many to
mention here.
o They provide information to customers on each of the games they offer - check their websites you will find you can
download brochures on each of them.
Playing Gold Lotto, Powerball, Keno and scratch-its o Information on the odds of winning these lotto games is
available in newsagencies and the Golden Casket website. o The odds of winning 1st division in 1 game in o
Gold Lotto is 1 in 8,145,060 o Powerball is 1 in 54,979,155
o .....and to win the number 10 jackpot in 1 game o in Keno is 1 in 8,911,711

Sports betting o The odds vary when you gamble on sports, politics or horses depending on factors such as the team, horse,
politician, their past performances and conditions on the day. The TAB and sports betting agencies display the odds.
o The odds of winning the trifecta in a 13 horse race is 1 in 1,176

Respond appropriately when asked for information o

It's not rocket science; it is a matter of respect. o
What was it we looked at earlier? Customer service....
o .....treat people with respect, listen carefully to their requests and if you are unsure of anything ask questions to
clarify the point, make sure you give accurate and complete information in a timely manner and treat the customer's
request confidentially.
o Keep in mind that the customer could be feeling very sensitive about needing, and embarrassed to have to ask, for
help. If you are unable to give the help required and need to ask for advice from someone more senior such as a
supervisor, manager or the Customer Liaison Officer CLO....
o explain to the customer that you need to ask for advice and:
o that you will not disclose their identity o make sure the customer understands and
o that they give you his/her consent before you go ahead

Respond appropriately when asked for information o By treating your customer in this way you make sure they
understand that you respect their privacy and they can be comfortable knowing that you will not betray their trust and
confidence.
So you have done all that and the customer steadfastly refuses to allow you to approach anyone else.......what do you do?
o Explain the role of the CLO (covered in the next section of the course) o Explain that the CLO has been trained
to help in these situations
o suggest the customer may choose to approach the CLO themselves and so ensure only the CLO is aware of the details
of their concern
Where you have reasonable grounds to suspect that the customer's wellbeing is in immediate danger you should seek advice
from an appropriate person (but if you haven't received the customer's permission to advise their name you must maintain
their confidence)

Section 4 – Interaction with Customers & Community

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Queensland Office of Gaming Regulation (QOGR)
The Queensland Office of Gaming Regulation (QOGR) is the Government agency responsible for regulating gambling products
(on behalf of the Queensland Government) and the gambling industry in Queensland.

QOGR inspectors conduct compliance audits and inspections at gambling venues. QOGR also coordinates gambling research
and publishes gambling information and the Gaming Newsletter to industry members.

The QOGR website is located at www.qogr.qld.gov.au

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Community Impact

The government has determined that provisions concerning the placement, size and position of gambling activities within
communities must be more sensitive to local concerns.

A Community Impact Statement (also known as a “CIS”) is an assessment of the likely social and economic impacts on the
local community area that may result should the application for a gaming machine licence be approved.

The primary purpose of a Community Impact Statement is to help the Queensland Gaming Commission assess the social and
economic implications of the grant of a gaming machine license.

The applicant must demonstrate there will be no adverse impact on the community, such as an increase in problem gambling.

Queensland Responsible Gambling Code of Practice

The Queensland Responsible Gambling Code of Practice (the Code of Practice), developed by the Responsible Gambling Advisory
Committee (RGAC), was launched by the Queensland Treasurer in May 2002 and updated in May 2004.

The Code of Practice represents a voluntary whole-of-industry commitment to best practice in the provision of responsible
gambling. The purpose of the Code of Practice is to create a responsible gambling environment to minimise harm to gamblers,
their families and the community. A responsible gambling environment exists where people can gamble in a safe and supportive
environment.

The Code of Practice is supported by a Queensland Responsible Gambling Resource Manual developed for each industry sector.

The main goals of the Code of Practice are to increase patron control over their gambling and to minimise the harm caused by
gambling.

The Code

The Code of Practice identifies six (6) practices that contribute to these goals:

Practice 1 Provision of information – to enable customers to make informed decisions about their gambling.
Practice 2 Interaction with customers and the community – effective mechanisms to link with local gambling related
support services and community networks.
Practice 3 Exclusion provisions – self-exclusion and venue-initiated exclusion procedures.
Practice 4 Physical environment – in the gaming area, making the players aware of the passage of time, and not allowing
minors and intoxicated patrons to gamble, for example.
Practice 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.
Practice 6 Advertising and promotions – devising advertising and promotions with due consideration given to the potential
impact on people adversely affected by gambling.

A key responsible gambling strategy within the Code of Practice is to require gambling providers to ensure ongoing liaison with
their patrons and the community.

To support early intervention and prevention strategies, venues are to establish effective links with local gambling-related
support services (Gambling Help service providers) and community networks where responsible gambling-related issues can
be raised.

To support this process, the Code of Practice requires every gambling venue to nominate at least one individual to perform
the customer/community liaison role – known as the venue’s Customer Liaison Officer or CLO. Your venue‟s CLO could
be a Supervisor, a Manager or another designated staff member.

Even if you are not your venue‟s CLO, it is vital that you understand the CLO‟s role – so that you can better judge when
to refer a particular gambling-related matter to your venue‟s CLO. In this section we will look at: The role of the venue
CLO;
• Gambling help services that are available in Queensland;
• The value of creating links with your local gambling support service;
How to create such links;
• Patron complaint resolution mechanisms; and Training and skills
development.
Role of the venue Customer Liaison Officer (CLO)

Under the Code of Practice, venues are to nominate a person to perform the role of a Customer Liaison Officer and to undertake
three (3) key responsibilities. Namely, to:
1. Provide appropriate information to assist patrons with gambling-related problems;

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2. Support staff in providing assistance to those patrons; and 3. Provide assistance to staff with
gambling-related problems. 4. The CLO provides appropriate information to assist patrons with gambling-
related problems.

In the previous module (Practice 1: Provision of information), we looked at the various types of responsible gambling information
that should be available (or that you, as a venue worker, should be able to provide) to patrons. We discussed the need for all
venue staff to know where such information was displayed in the venue, what information was available upon request and what
information was contained in each document.
The venue CLO should be able to provide support to other staff at the venue in this regard – the CLO should be able to provide
this information to staff members and patrons alike.
The CLO supports staff in providing assistance to patrons. When you receive a request for information from a patron of a
particularly sensitive nature (e.g., they confide in you that they have a gambling problem) that you do not feel qualified to
handle – or when you simply need further information about responsible gambling in general – you can approach your
venue’s CLO and request their advice/ guidance. You can even refer a sensitive matter to the CLO to handle.
Please Note: Wherever possible, before referring an issue to the CLO, try to explain to the patron your reasons for doing so and
obtain their permission.

Gambling Help service network

There are two main types of services that the Queensland Government provides free of charge which can support people with
gambling related problems:
1. the Gambling Help Line; and 2.
the Gambling Help service.

Gambling Help Line

A state-wide Gambling Help Line (free call 1800 222 050) provides an easy point of access to gambling help for anyone in
Queensland wanting to discuss a gambling problem or concern. The Gambling Help Line is a 24.hour, seven-days-a-week
service and is available toll free in Queensland.
Gambling Help Service
A free counseling service for people with gambling problems. Phone 1800 858 858

Complaint resolution procedures

What is this? Information which explains to customers:
How they can lodge a gambling-related complaint and the process for resolving a complaint how
should it be displayed or provided to the customer?
It should be provided to customers on request and there should be a clearly displayed notice advising customers it is available.

Complaints Handling

The 5 steps for complaint handling

1. Clarifying the complaint

Treat every patron complaint 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 (only inform appropriate people
about complaint).

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 (e.g., Queensland Office of
Gaming Regulation, peak bodies and LMOs, where appropriate, and advise the patron accordingly.

3. Advising the patron 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.

4. Advising the complainant of available avenues of redress

Advise the patron of all available avenues of redress or appeal (especially if the patron is not satisfied with the venue‟s
resolution).
Provide the patron with appropriate QOGR contact details. – i.e., Client Services Section, (07) 3872 0956 who will redirect
the call to the appropriate area.
5. Recording the complaint
Record every gambling-related complaint and the corresponding actions taken (resolution steps) in a register of complaint
and actions (this should include how the patron was advised of all available avenues of redress or appeal).

The Code of Practice states that venues are to provide their staff with appropriate and ongoing training in responsible
gambling.
Staff training should be coordinated by your venue’s CLO and, as outlined in this module, may benefit from the participation
of a representative from your local gambling help service.

Section 5 – Exclusion Provisions

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Exclusions Procedures

What are Exclusion Procedures?

They are Information which clearly describes the two types of exclusion....
• self exclusion
• venue initiated exclusion

How they be displayed or provided to the customer?

• provided to customers on request or
• clearly display a notice advising customers it is available

Excluding Patrons

In this section we will look at 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 applied to all gambling industry sectors, except the Lotteries and the Charitable and Non-Profit Gaming sectors.

What does it mean?

“Excluding a patron” means prohibiting a person from specific gambling products, services or the gambling areas of particular
gambling venue. In other words, a patron may be “excluded” (banned or barred) from particular gambling products at your
venue or from entering all or part of your venue. There are two types of exclusion: a self-exclusion and a venue- initiated
exclusion.

―Self-exclusion‖ takes place when a person approaches a gambling provider and asks to be officially barred from being in, or,
entering all or part of the premises.

Typically, self-excluded persons do so in an effort to prevent themselves from further problem gambling. So, this is where the
patron asks to be excluded from your venue (or parts of your venue).

In this case, the person is asked to complete an Exclusion Notice, which then allows the venue to issue an Exclusion Order.

―Venue-initiated‖ exclusion occurs when the gambling provider legally bars a person from being on or entering all, or part
of the premises.

In this instance, the venue operator may have reasonable grounds to believe that the person is a problem gambler. For
example, a third party (e.g., staff member, family member or close friend) may approach the CLO (Chief Liaison Officer ,
discussed later in the course) and express concerns about a patron‟s gambling.

A venue-initiated exclusion is where your venue decides to exclude a patron for a gambling-related reason. In this case, the
person is issued with an Exclusion Direction.

Effective Exclusions
Excluding a customer from some or all of the facilities offered at your venue is most likely to be effective if the customer
recognizes they have a gambling problem and enters a self exclusion order of their own free will.

Before issuing a venue-initiated exclusion direction, the venue may choose to suggest to the customer that they consent to
have their gambling activities monitored under an Active Monitoring Program.

This gives the:

• Customer time to learn to control their gambling habit and to seek help.
• Customer opportunity to recognize their gambling problem and possibly enter into a self exclusion order.
• Venue the opportunity to encourage the customer to seek help and possibly enter a self exclusion order.
• Venue sufficient evidence to make an informed decision when they come to assess if the customer is at risk and should
be excluded from gambling.

The Exclusion Process

The next few slides will follow the process for Self Exclusion and Venue Exclusion. Ideally a customer will choose to exclude
themselves from a venue or parts of the venue. However there may be times when the venue will be required to issue a
Venue Exclusion Direction to a customer they believe to be at risk.

The next slide is the “Self-Exclusion Flowchart”. Please review the slide. It is detailed but quite self explanatory. The flowchart
is explained in the slides that follow it.

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Help Your Customer

With self-exclusion the first step has to come from the patron.
Patron approaches the venue asking for help with a problem with gambling.
Refer the customer to the Customer Liaison Officer (CLO) and/or provide information on:
• Self exclusions
• Problem gambling support services.

After the customer has read the information given to them, ensure the customer understands what a self exclusion order
involves.

Self Exclusion Order

A Self Exclusion Order means:

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the customer has, of their own free will, decided to enter a legally binding Order which excludes them from playing
particular gambling products or entering all or specific parts of a gambling venue.

An Exclusion Order will remain in place for an agreed period of time which must be between 12 months and 5 years. It will
remain in place until it expires or is revoked (lifted).

A Self Exclusion Order means that venue management must ensure:

• A customer who requests Self Exclusion must be Excluded.
• A customer who requests Self Exclusion is issued with an Exclusion Notice which they complete and return venue as
soon as possible.
• An Exclusion Order and contact details of at least one local gambling help service provider for counselling.
• That the Exclusion is enforced. Venue staff may use reasonable force to remove an excluded customer from „no go
zones‟ if the customer flaunts the conditions of the order.

Do they still want to proceed?

Having explained Self Exclusion to the customer and yes, they are still going to proceed with the self exclusion order. The
following steps need to be taken.
1. The CLO provides the patron with a Self Exclusion Notice. The patron completes and hands back to the CLO.
2. To implement the Self Exclusion, provide an Exclusion Order to the Patron.
3. Record in patron in the Register of Excluded Persons
4. Prepare an Incident/Exclusion report for management

The order takes legal effect, 24 hours after it is issued to the customer.

Change of Mind

The customer has 24 hours in which change their minds and revoke the Self Exclusion order.

To revoke the order, the customer must complete a Revocation Notice – Self Exclusion order and submits to the venue within
24 hours of being self excluded.

The Self exclusion order ceases as soon as the Revocation Notice – Self Exclusion Order is issued to the venue and the customer
is free to gamble again.

The CLO needs to record the revocation in the Register of Excluded persons.

They Don‘t go Ahead

If the customer chooses not to go ahead with the self exclusion order, the venue‟s responsibilities do not end there.

The patron is recorded in the Register of Gambling related complaints.

The CLO evaluates the risk and determines the appropriate action.

Should the patron be excluded?

No – if the patron consents, the patron may be placed in an Active Monitoring program for a minimum of 6 months to determine
if the patron is at risk.

Yes, the patron should be excluded - Venue based exclusion.

Venue Initiated Exclusion

The next few slides will follow the process for Venue Exclusion.
The next slide is the “Venue Exclusion Flowchart”. Please review the slide. It is detailed but quite self explanatory. The flowchart
is explained in the slides that follow it.

The Venue Exclusion Flowchart is used when the Gambling Provider has concerns for possible problem gamblers. The
gambling provider is either approached by a third party with concerns about a gambler‟s habits or by staff members having
observed patrons whom they believe may have a problem.

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Approach from a 3rd Party

Sometimes, a gambling provided will be approached by a 3rd party, about another's gambling behaviour. When this happens the
following actions need to occur.

The CLO is to make contact with the 3rd party and determine the relationship of third party to patron and if third party acting in
patron’s best interests.

The CLO is to discuss exclusion provisions with the 3rd party.

The CLO evaluates the evidence and determines appropriate action.

Should the patron be excluded? No – CLO will implement an Active Monitoring Program until it can be determined if the patron has a
problem.

Should the patron be excluded? Yes

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If it is determined the patron should be excluded then the CLO must seek agreement with the 3rd party and determine the best and
safest way to proceed. If the patron is willing to self exclude, then Self Exclusion is applied.

If the patron is unwilling to self excluded then the CLO issues the patron with a Venue Initiated Exclusion Direction.

Venue Initiated Exclusion Direction

The CLO must:

complete and serve an Exclusion Direction on the patron provide an Information Notice with the Exclusion
Direction Provide the patron with list of gambling help services. Record exclusion in Register of
Excluded Person and any notes in the Register of Gambling Related Complaints.

Observations by Staff

When staff at a gambling provider observe people whom they believe may have a gambling problem, they make take the
following steps to have a patron excluded.

Record in Register of Gambling Related Complaints

Patron may be placed on an Active Monitoring Program for a minimum of 6 months to determine if a patron is a problem
gambler.
CLO implements Active Monitoring Program

Does the Active Monitoring Program show the patron is a problem gambler? No – no further action is required.

Yes – if the patron is not willing self-exclude the venue may proceed with Venue Initiated Exclusion.

Exclusion Timeframes
There are a number of key time frames relating to the exclusion process.

24 hour cooling off period – Self Exclusion only

The customer has 24hours in which to „cool off‟, change their mind and revoke the Self Exclusion Order. To revoke the order
the customer must complete a Revocation Notice- Self Exclusion Order and return it to the venue within 24hours of the Self
Exclusion Order being issued.

1 year minimum exclusion

A customer must wait for 12 months (1 year) after an exclusion takes effect, before they can apply for the Exclusion Order or
Exclusion Direction to be revoked.

5 year Maximum exclusion

If no revocation notice is submitted by the excluded person the exclusion remains in place for five years. At the end of the five
year period the exclusion automatically lapses (ends).

1 application to revoke exclusion per year

An excluded person may apply only once a year, after the anniversary of the order or direction, to have their exclusion revoked.

Revocation Notice 28 day response – Self Exclusion

A venue has 28 days to respond to an application to have an Exclusion Order revoked. Remember, an Exclusion Order is
issued to a person who chose to self exclude. If the venue does not respond with the 28 day timeframe, the Exclusion order
automatically lapses (ends).

Revocation Notice 28 day response – Venue Initiated Exclusion

A venue has 28 days in which to provide a customer with a Revocation Notice and Conditions of Re-Entry when they apply
to have an Exclusion Direction revoked. Remember, an Exclusion Direction is issued to a person who has been excluded by
the venue. If the venue does not respond with the 28 day timeframe, the Exclusion order remains in place.

Appeal Process – Exclusion Direction

A patron can appeal a decision to not revoke an exclusion direction with the Queensland Civil and Administrative Tribunal.

Penalties
Excluded patrons who breach their exclusion order can be removed from the gambling establishment and may be prosecuted.

Gambling venues that fail to prevent excluded patrons from entering or being on the premises or gambling may face prosecution
(in the form of fines and, ultimately, the loss of the venue‟s gambling licence).

Breaches of the provisions of an exclusion order or exclusion direction may attract penalties for an individual who breaches the
conditions of their exclusion.

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Penalties may also be applied to venues and employees of venues who do not enforce an excluded person's conditions of
exclusion.

Penalties for an excluded person. A person who has been banned from entering venue or gaming area and who does enter
or remain in the banned area can receive a penalty of up to $4,000 under section 261G of the Act

Penalties for a licensee or staff member. A licensee or staff member of a gambling venue who does not take reasonable
steps to prevent an excluded person from entering or remaining in banned areas of the venue can receive penalties of:
for the licensee up to $25,000 under section 261I (2) of the Act
for the employee (or other person) up to $4,000 under section 261I (2) of the Act

In addition, a licensee of a venue who sends or distributes promotional material about the venue to an excluded person or to a
person they ought reasonably to know is excluded can receive a penalty of up to $4,000.

Becoming Aware

Venue staff, management and the CLO may be alerted to the fact that one of their customers has a gambling problem in one
of three ways.

• The customer approaches you or another member of staff requesting help or to be excluded
• a family member or person close to the customer may approach you to let you know they are worried that the person
has a gambling problem
• a staff member may report to management or the CLO that they believe a particular customer is displaying signs of
having a problem with gambling.

The fact that someone has approached you for information on exclusion is significant. To ask for this help takes an enormous
amount of courage, most people won't admit they have a problem. Requests for help should be responded to immediately in
a positive and supportive way.

Knowing the Signs

You are not expected to know (or judge) how much a patron can afford to gamble or their reasons for visiting your venue so
frequently.

You should resist the temptation to apply your own standards or opinions, and you should not project your own feelings onto a
patron’s behaviour (e.g., I wouldn’t spend that much on gambling – so they shouldn’t).

However, there are a number of signs, sometimes displayed together, that may indicate that a person is at risk of problem
gambling.

Faulty cognition The person reports to having a perception of chances of winning which is
apparently unrealistic.

Loss of control The

person reports:
Having a problem with gambling;
Having tried unsuccessfully to stop gambling; or Spending too
much time gambling.

The person is observed:

Threatening or causing physical harm to others or self;
Selling valuables to gamble; or Behaving in an
aggressive manner towards property.

Negative impacts of gambling

The person reports:
Having lost a significant relationship due to
gambling; Having lied to others to hide their
gambling; or 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); or 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.

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Depression or thoughts of suicide The person reports they are suffering from depression and/or have
thoughts of suicide due to gambling.

Involvement in multiple simultaneous gambling activities

The person 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

The 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;
Depending on others to repay their gambling debts; or Having committed illegal acts due to
gambling (e.g., stealing or fraud or domestic violence).

Having read about the signs you can look for in a customer who may have a gambling problem you are probably thinking -
everyone behaves like that sometimes!!!

We are not saying it is easy - you must be really careful. It is not good on so many levels for you to be suspecting that everyone
is a problem gambler and needs help! The most important thing is not to make assumptions about your customers.

As a general rule of thumb a customer may have a problem with gambling if they display:
a number of signs at a time and you have noticed the behaviour on separate occasions
extreme levels of any or a number of the listed behaviours

Your Role in Identifying the Signs

If after careful observation you believe the customer has a gambling problem you should:

Be aware of your venue's policies about approaching customers with offers of help.

Gently and tactfully ask the customer if they would like information about gambling help. Be prepared that they may not take
your offer of help kindly.

Give the customer information about the role of the CLO and local Gambling Help services

Ask the customer if you can refer them to the CLO and do so if they give you permission

Advise the CLO or venue management of your concern for the customer as soon as you are able.

Ensure you respect the customer's right to privacy, keep their name confidential where ever possible.

What you should not do when helping a problem gambler

The last thing anyone wants is for you to find yourself in a difficult position because of your concern for a customer and as a
result of well intentioned but misplaced action on your part. Keep the following points in mind. When you observe a customer
displaying a number of the possible signs of problem gambling, the following points apply.

Don't project your own beliefs about gambling onto your customer. It is not your place to express an opinion about their
behaviour.
Don't approach a customer displaying signs of problem gambling to question them about their personal circumstances.
Don't act as a counsellor for a customer in distress.
Don't force information onto someone who has already indicated they are not interested in receiving it.
Don't become involved or act as a go-between for family and close friends of the customer and the customer themself.
Don't gossip about the customer's gambling habits or behaviours with other staff, customers or a member of the general
public.

Section 6 – Physical Environment

The gambling industry Code of Practice requires gambling providers to provide a safe and supportive gambling environment.
Not all of the measures to provide a safe and supportive environment are of a physical nature. The CLO, staff and management
play a large part.

In a safe and supportive gambling environment, the CLO, staff and management:
create links with local Gambling Help Service providers
• seek the professional advice and services of Gambling Help Service providers support the role of the
Customer Liaison Officer (CLO) and similar roles performed by other venue staff

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They are also able to provide information on:

• Gambling Help Services

• Exclusion processes
• Complaint resolution
Minors
It is against the law for minors (people under 18) to enter the gambling area of any establishment. Minors can be present in
the lounge or dining area but under no circumstances may they enter an area that has a permit for gaming.

Club Visitor / Guest Register

Minors are not permitted to be signed in as a club guest or visitor.
Under the gaming legislation in all states, only a member or an invited guest of a member may enter a venue with a club
license.

Minors may be in an unrestricted area, such as a restaurant or lounge, but must be accompanied at all times by a responsible
parent, guardian or responsible adult. They cannot be unsupervised in the restaurant whilst both parents are playing the gaming
machines.

Most at risk
Research indicates that those 18 years and under, are most at risk of developing addictive patterns of behaviour, including
problem gambling, and that young people are unlikely to have the skills and strategies to manage their gambling and to avoid
financial and personal difficulties.

Educating young people about responsible gambling is seen as a proactive measure to ensure that they are informed of the
risks involved and aware of the significant effects that gambling can have on the social, economic and general wellbeing of
individuals, families and society.

South Australian Department of Human Services, (2001) revealed that the highest rate of problem gambling occurs in younger
adults (those aged 18-30). Accordingly, it is not surprising that many researchers argue that gambling behaviours are likely
to have developed during adolescence.

Policies
Venues need to develop comprehensive policies for the prevention and intervention of underage gambling, primarily:
• Ensure that minors cannot access gambling facilities.
• Develop staff guidelines to follow for determining evidence of age.
• Ensure a responsible adult accompanies all minors.
• Ensure that adults do not place bets for minors.
• Signage - evidence of age and restricted areas. Player information brochures displayed in family areas.

Proof of age
A staff member has the right and responsibility to ensure patrons are of an appropriate age to participate in gaming. Checking
for proof of age prior to allowing patrons into gaming areas is a good precaution. Queensland law allows minors to participate
in two forms of gambling only, and this is only permitted if alcohol is not a prize. These are 'lucky envelopes' and 'bingo'.

The following forms of identification are acceptable in Queensland:

• Current Government issued Proof of Age Card e.g. Australian 18+ card
• Current Australian drivers / riders license
• Current passport
• International drivers license with English translation, photo and date of birth Victorian KEYPASS'

Gambling and alcohol

Gambling activities are typically conducted in venues where alcohol is available to patrons as part of the services provided.
Alcohol has long been regarded as a drug that affects a person's judgment. Therefore, it may impair a person‟s judgment
about their gambling activities, especially when the patron is intoxicated.

The consumption of alcohol together with gambling activities may lead to:
• Social gamblers wagering more than they normally would
• Impaired judgment of when to stop gambling, or when to stop chasing their losses
• Taking excessive gambling risks
• Added distortion about the time spent gambling

Service of alcohol
The service of alcohol should be managed in such a way as to encourage patrons to take breaks in play.

Venues should consider:

• Requiring all drinks to be purchased from the bar
• Not offering discounted drink promotions to patrons who are gambling

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• Not offering tray service to patrons playing gaming machines Having a comprehensive non-alcoholic
beverage menu available at the bar service area.

Even though many venues have coffee and tea facilities inside the gaming area, it is recommended that the facilities are placed
outside the gaming area, so patrons have the opportunity to get away from the machines.

Undue intoxication
Under the Gaming Act applicable in each state, patrons who are unduly intoxicated are not permitted to continue gambling.

In all gaming areas, a Liquor License is required prior to the granting of a Gaming License or permits for the business. If
there are any doubts about a decision regarding responsible gaming, fall back on your knowledge of Responsible Service of
Alcohol.

All venue staff should be trained in the Responsible Service of Alcohol to assist in the early detection of the signs of undue
intoxication.

Role of the CLO

The CLO should ensure:

• They provide customers and staff with advice and information explaining the venue's features designed to create a
safe and supportive gambling environment.
• They respond to customer and staff queries about the gambling environment and any issues they may have, including
exclusions and complaints.
• That the signage at the venue is appropriate, displayed correctly and replaced when required.
• Minors are not able to access gambling areas or gaming machines and do not gamble.
• Procedures for responsible service of alcohol are implemented and that customers who are unduly intoxicated are
not permitted to gamble.
• Breaches of the required features of physical environments are corrected. That breaches are recorded according
to venue policy.

Role of Staff

As with everything, there is no point having in place elaborate measures to minimise the impact gambling has on individuals if
the people 'on the floor' are not aware of what needs to be done and why.

Your role, as a member of staff, in helping ensure the venue you work in provides a safe and supportive gambling environment
includes:

• Being able to respond to customer queries about any of the features of a responsible gambling venue
Asking the CLO for help and advice when you are unable to answer a customer's query.
• Making sure your venue has the appropriate signage displayed and reporting missing signage to your CLO or
according to venue procedure.
• Ensuring you refer serious complaints and queries made by your customers to the CLO.
• Asking a customer for proof of age if required to ensure under-age gambling doesn't occur.
• Ensure you follow the venue's policies and procedures in relation to responsible service of alcohol and don't permit
unduly intoxicated customers to gamble.
• Remedy breaches of the features of the physical = environment. Report breaches to the CLO.

Awareness of time

Hotels, casinos and clubs must ensure that the physical environment at their venue in which gaming is conducted, is pleasant,
comfortable and safe to members and patrons.

Lighting — provide natural light into gaming room where possible.

Clocks — maintain correct time and ensure clocks are visible from gaming machines.

A hotelier or club must ensure that a clock (set to, or within ten minutes of, the correct time) is in each part of the hotel or
club where gaming machines are located. Any person playing a gaming machine must be able to readily view the time on the
clock.

Time out
Venues should implement practices to ensure that patrons are discouraged from participating in extended, intensive and
repetitive play.

Venues should use a combination of service methods that require a player to take breaks in play, such as:
• Offering tea and coffee facilities in another room
• Not having drink service in the gaming area
• Patrons can reserve a gaming machine for three

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Section 7 – Financial Transaction Financial transaction policy

A financial transaction policy is a document explaining the key points of a venue's financial transaction policy as it relates to
the customer.

How should it be displayed or provided to the customer?

• provide to customers on request
• clearly display a notice advising customers it is available

Financial Transactions

There are rules for managing financial transactions in a gambling venue.

All gambling venues must have financial transaction policies and procedures which can be easily understood and accessed by
their customers. Copies of these should be given to customers on request.

These policies and procedures must cover:

• Access to and restrictions on the use of ATMs.

• The cashing of cheques and payment of winnings.
• Betting on credit; and The venue staff's role in dealing with financial transactions.

A venue operator is not allowed to give credit or cash advances to patrons even though they are regulars

Location and use of ATMs

ATMs are not to be placed near or in the entry of a gaming area when a safe and practical alternative is available

ATMs should only offer deposit (savings) and debit (cheque) account facilities ATMs

should not offer cash advances on a credit facility

Cashing Cheques

Venues should have in place policies which explain how and when they cash cheques.

Every venue has an approved cheque clearance limit and winnings may be paid in cash up to this limit.

The policy should state that none of the following cheques may be paid unless the customer has made prior arrangements to
do so
• cheques which are not made payable to the venue (gambling provider)
• cheques which are not made payable to the customer (person presenting the cheque) multiple
cheques

These restrictions are designed to prevent customers continuing to gamble with cash they are not legitimately entitled to.

Paying winnings

Any winnings above the venue's approved cheque clearance limit must be paid in the form of a cheque or transferred
electronically by an Electronic Funds Transfer. This is to ensure the customer has time to consider what they will do with the
winnings and not use them to continue gambling.

Part payments made in cash and cheque are permitted - e.g. if a customer wins $1,000 and the venue's approved cheque
clearance limit is $500 they may pay $500 in cash and $500 in cheque.

If a customer has been paid their winnings in the form of a cheque they should not be able to cash that cheque for at least 24
hours or one working day

Betting on credit

The restrictions on providing credit for gambling are in place to help prevent gamblers from 'running up' gambling debts.

A gambling provider or staff of a gambling provider may not provide credit or lend money to any person for the purposes of
gambling. Gamblers are encouraged to only gamble with money they have.

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Penalties apply

A licensee or employee who is found to lend money or extend credit which allows any person or any other person to play a
gambling machine within the licensee's licensed premises can receive a penalty of up to $4,000 under section 238 of the
Gaming Machine Act 1991

Your Role

It is important for you to know your responsibilities for completing financial transactions at your venue.

You need to help your customers by being able to provide them with relevant information about your venue's responsible
gambling financial transaction policies, either by advising them or providing a copy of the policy.
If you are unable to answer a customer's query, ask your CLO (customer liaison officer ) for advice and guidance on how to
respond.

Make sure you know, understand and implement your venue's policy on financial transactions and if you become aware of a
breach of the venue's policies advise your CLO of the situation.

The CLO's Role

The CLO has responsibilities too in helping ensure financial transactions are managed appropriately.

The CLO should:

• Provide information and advise staff and customers of the venue's financial transaction policies
• Respond to and rectify issues bought to them by venue staff
• Ensure breaches do not occur - (i.e. credit betting) Document and report breaches to the OLGR as required

Section 8 – Advertising & Promotions

Advertising Standards in the Code of Practice

The Code of Practice states, your venue is to develop and implement strategies to ensure that advertising and promotions for
your venue are delivered in a responsible manner, with consideration given to the potential impact on people adversely
affected by gambling.

The following slides outline the sections of the Code of Practice and give examples of what you may and may not do when you
are advertising and promoting gambling for a venue.

Comply with Advertisers Code of Ethics

All adverts & promotions must comply with section 6.1 Code of Ethics

Acceptable Any advertising or promotion which aligns with the Advertiser Code of
Ethics.

Unacceptable Developing advertising or promotional material which contradicts the

Advertiser Code of Ethics.

False, misleading or deceptive

Advertisements or promotions should not be false, misleading or deceptive.

Acceptable
• Any advertisement or promotion and any statement, is based on fact and will not or is not likely to be misleading or
deceptive.
• Ensuring any jackpot amount or prize being promoted or advertised is available to be won at the time of the
advertisement or promotion.
• Having available any terms and conditions to any promotion or condition of winning e.g. “Must be present to claim the
prize.”
• Where appropriate and practical, any advertisement or promotion states the random nature of games and that the
outcomes are based purely on chance.

Unacceptable
• Any advertisement or promotion encouraging the false belief, either explicitly or implicitly, that the outcome of
certain games can be predicted or controlled e.g. “Plan your play, the jackpot is due to go off soon.”
• Advertisements or promotions that imply that people can exercise skill and control over the outcome of a certain
game, where they cannot e.g. “Match your wits against...”

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• Any advertisement or promotion that is not based on fact e.g. “The hotel with the best odds.” Any
advertisement or promotion that misleads or deceives, or is likely to mislead or deceive.

Does Not Misrepresent Probability

Advertisements or promotions should not implicitly or explicitly misrepresent the probability of winning a prize.

Acceptable
Where appropriate and practical, any advertisement or promotion states the random nature of games and that the outcomes
are based purely on chance.
Where appropriate and practical, operators give consideration to any implied message in the naming of promotional activities,
gaming rooms or promotional groups, in addition to key words and/or phrases in advertisements.

Unacceptable

Statements, graphics or images which may imply that winning are more likely at one venue over another, e.g.

• Winning is easy at the

• “Winning is easier at the…”
• “More chances of winning…”
• “WIN $$$ WIN $$$ WIN $$$…”
• “The venue which gives you more chances of winning the jackpot…” “Everyone is a winner…”
• “The jackpot will be won by a lucky...”

Any advertisement or promotion that suggests there is some relationship between past, present and future events, when there
is not e.g. “No jackpot for the last 8 weeks, it must go off soon…”

Financial Betterment

Advertisements or promotions should not give the impression that gambling is a reasonable strategy for financial betterment

Acceptable

Advertising and promotions which emphasise gambling as an ancillary form of entertainment. Advertising
and promotions depicting gambling as fun and enjoyable

Unacceptable
Statements, graphics or other content which may imply that gambling can be an alternative means of income e.g. “Buy that
new boat with a flutter…”

Statements, graphics or other content which may imply that gambling can improve a person‟s social status or standard of
living e.g. “Be the envy of all your friends.”

Statements, graphics or other content which may suggest that gambling can be a means of paying for household essentials
e.g. education, groceries, utilities, rent or mortgage payments.

Any promotional activity or advertisement with an undue focus on winning e.g. “WIN WIN WIN Club”.

Does not include misleading statements about odds, prizes or chances of winning

Acceptable

Prize amounts on offer and availability are factual.

Odds should be readily accessible by patrons at the venue e.g. displaying the „Chances of Winning‟ sign, available from staff.
Any terms or conditions for the promotion are readily accessible by the patron e.g. terms and conditions available from cashier‟s
booth. The possibility of winning a prize or jackpot is clearly stated e.g. “Jackpot could go off”.

Unacceptable
Any advertisement or promotion that is confusing or ambiguous to a regular patron.
Any advertising or promotion which may misrepresent the chances of winning a prize e.g. Everyone will win.
Omitting terms and conditions or expiry dates from advertisements or promotional information.

Does not offend prevailing community standards

Acceptable Advertising or promotions which support. prevailing

community standards.

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Unacceptable
Advertisements or promotions which:
Are sexually explicit or provocative in nature.
May offend people from different religious or ethnic
backgrounds. Are linked to alcohol or drugs. May offend
minority groups.
Involve minors, or any person reasonably construed as being under 18 years, in any stage or aspect of gambling

Does not focus exclusively on gambling when there are other activities to promote

Acceptable
External advertisements promoting a range of venue facilities and services.
Unacceptable External advertisements which focus exclusively on gambling or which are
dominated by gambling.

Is not implicitly or explicitly directed at minors or vulnerable or disadvantaged groups

Acceptable
Any advertisement or promotion aimed at adults over 18 years of age.
Ensuring any advertisement or promotional material is not directly sent to an excluded patron or a person who has requested
such material not be sent.

Unacceptable

Any advertisement or promotion which contains graphics, imagery or text which would ordinarily attract minors or
disadvantaged groups e.g. cartoon-related theme for gambling advertisement or „Down & Out Winners Club‟.
Prizes which may attract minors (e.g. Children’s videos)

Does not involve any external signs advising of winnings paid

Acceptable No external messages advising of

winnings paid.

Unacceptable

External signs that advise of winnings paid e.g. A-frame sign on footpath, banner on roof or advertisement stating “payouts

Does not involve any irresponsible trading practices by the gambling provider

Acceptable
Promotions which encourage the use of all the venue‟s facilities and services.
Advertisements which promote a range of venue facilities and services.

Unacceptable
Irresponsible inducement linked to an advertisement e.g. $5 free coins redeemable only in the gaming room.
The offer of free or discounted alcohol for gambling patrons only e.g. gaming room happy hour. The
offer of a free meal only for gaming patrons e.g. free breakfast

Does not depict or promote the consumption of alcohol while engaged in the activity of
gambling

Acceptable Alcohol-free advertisements and

promotions.

Unacceptable
Advertisements or promotions which depict the consumption of alcohol whilst engaged in a gambling activity e.g.
patron drinking at a gaming machine. Advertisements or promotions which suggest consumption of alcohol whilst
engaged in a gambling activity.

Has the consent of the person prior to publishing or causing to be published anything
which identifies a person who has won a prize

Acceptable
The express consent of the person is obtained prior to publishing or causing to be published anything which identifies the person
as having won a prize

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Unacceptable
Publishing-(e.g. by displaying a promotional cheque) or causing to be published or advertised-the details of a person who has
won a prize without their express consent.

Incorporates positive responsible gambling messages

Acceptable
Using a responsible gambling message in advertisements and promotions e.g. The responsible entertainment venue

Unacceptable
Using an irresponsible message in an advertisement or promotion
e.g. “Everyone is a winner”
“You will win”
“Guaranteed jackpot winners”
“Brisbane‟s most winning venue” “More
chances to win”.

There are people a venue should not advertise to.

As mentioned earlier in the course a CLO MUST ensure that an excluded customer's name is removed from the venue's
advertising and promotions mailing lists.

A venue should not send information about gambling or gambling events to

• people who have Self Excluded
• people who have been Excluded by the venue
• people who have advised the venue that they DO NOT wish to receive material promoting gambling or gambling
events

Consideration must be given to the potential impact of advertising and promotion on a person with a problem with gambling,
or at risk of developing a gambling problem.

The role of the CLO as it relates to Advertising and Promotions

The CLO plays an important role in ensuring a venue complies with the responsible gambling code of practice. A CLO's
responsibilities include:
• Ensure staff are aware of and know how to access venue policies on advertising and promotion.
• Ensure customers are able to access venue policies regarding advertising and promotion.
• Respond to and resolve queries or concerns regarding venue advertising and promotions bought to them by venue
staff

Your role as a member of staff in relation to Advertising and Promotions

Your role in ensuring the venue you work in complies with the Queensland Responsible Gambling Advertising and Promotions
Guideline is not difficult - you simply need to....
• give customers information and advice as requested
• refer any customer query about the venue's advertising and promotions policies, which you are unable to answer to
the CLO

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