RSG Victoria - Hospitality Institute of Australasia

Transcription

SITHGAM301 - Provide Responsible Gambling Services
RSG Victoria
Table of Contents
Section 1 Background of gambling ................................................................................................................................... 1
Section 2 Gambling in Victoria and Australia.................................................................................................................... 5
Section 3 Provide information ........................................................................................................................................ 19
Section 4 Interact with customers and the community ................................................................................................. 35
Section 5 Exclusion provisions ........................................................................................................................................ 43
Section 7 Financial transactions...................................................................................................................................... 59
Section 8 advertising and promotions ............................................................................................................................ 63
Section 1 Background of gambling
What can I expect to learn in this section of the RSG program?
When you have finished this section discussing the Background of gambling you should understand............
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the term gambling activity
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the difference between the terms Gambling, Gaming and Wagering
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why people are attracted to gambling
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the potential benefits of gambling activities
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the potential harmful effects of gambling
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what problem gambling is and the ripple effect theory
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what responsible gambling is
Gambling in the community
It is highly likely that you will already have some gambling knowledge; that you have been given a ticket for Tattslotto as a gift at
some stage in your past, you may have bought or sold raffle tickets to raise funds for your school, been to watch a horse or dog
race, or you may know someone who gambles, plays the 'pokies' or goes to 'Bingo' nights. In today's society there are so many
ways we can legally participate in gambling activities, and most of us do enjoy our experiences.
However, a significant number of us become so focused on the possibility of winning that we lose our ability to logically assess
or manage our involvement, and our gambling becomes a problem for us, our families, our friends and the community.
It is for this reason people who work in businesses offering gambling activities are required to learn how to encourage
Responsible Gambling.
What do we mean when we talk about gambling activity?
In its simplest form gambling activity refers to the focus of the gambling; the game, race or competition on which an individual
places bets or outlays money. (Such as horse races, pokies, tattslotto or the roulette wheel).
At its most complex it can include discussion on the frequency of gambling, the demographics of those who participate in its
various forms and gambling related issues for individuals and the community.
What is the difference between Gambling, Gaming & Wagering?
There is confusion about what the terms gambling and gaming mean and how wagering relates to them.
Not many people appreciate the difference between them.......
.........when people talk about gambling, listen carefully, and you will notice they use the words interchangeably.
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 (e.g. TAB or Sportsbet) 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
Please note;
Throughout this program we will talk about problem gambling and responsible gambling; when
these are discussed we are referring to all forms of legalised gambling including wagering.
What is Speculation? Am I gambling if I speculate?
Well..... yes you are gambling. You are taking a risk by buying something and gambling on the hope you will be able to sell it
for more in the future.
We mention it here because it is a form of gambling but it's not legislated against even though there are many people who
suffer in the same way as problem gamblers do.
Speculation as defined by Wikipedia is.....
'Financial speculation which can involve the buying, holding, selling, and short-selling of stocks, bonds, commodities,
currencies, collectibles, real estate, derivatives, or any valuable financial instrument to profit from fluctuations in its price,
irrespective of its underlying value.'
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 shown there are seven main reasons people indulge and
it's generally a combination of some or all of the following,
they....
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enjoy the atmosphere of a gambling venue or event
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look forward to the social aspects of gambling
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like the challenge of daring to beat the odds
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thrive on testing their luck
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hope to win back previous losses
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can escape the reality and circumstances of their lives
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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.
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:
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gambling more money than the player can afford
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gambling that makes the home life of the player unhappy
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feelings of remorse after gambling
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bills that can't be paid by the player due to excessive gambling
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borrowing money to gamble
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trying to win back gambling losses
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gambling to escape worry or personal problems
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changes in sleeping or eating habits due to gambling
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committing illegal acts or considering these to finance gambling
considering self-harm as a result of gambling
It is estimated that problem gamblers contribute one third of all money
people spend on gambling. It is also estimated that each problem
gambler has a financial or emotional impact on 5 to 10 other people.
This impact is called the ripple effect...
more about that next
Characteristics of Problem Gambling and the ripple effect theory
Just like a stone tossed into a pond, the behaviour of a problem gambler can have a ripple effect through
the whole community.
An individual with a gambling problem can potentially have an impact on their, family, friends, place of
work/study, on governments and communities - the impact on these levels within communities is known as
'The Ripple Effect'. It has been demonstrated by research that a problem gambler may impact another 5 to
10 people within their circle of family and friends.
The focus of a gambling problem will vary from person to person with most gambling in four or more
products at a time, gambling frequently and for long periods. They may focus on Horses, Greyhounds,
Card and Table Games or become seduced by Electronic Gaming Machines; these are just a few of the
gambling options available to punters.
Individuals with a Gambling Problem tend to experience:
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Stress
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Depression
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Financial hardship (inability to pay bills), debts, loss of assets and some even become bankrupt
They may consider actions they normally wouldn't such as:
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Suicide
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Crimes such as theft, to fund their addictions
The family and friends of people with gambling addictions may experience:
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Stress
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Family neglect
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Loss of household income
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Relationship breakdown and grief
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Domestic violence
Someone with a gambling problem may find it very difficult to study effectively, may have a reduced ability
to focus on and recall information.
The workplace of the individual may become destabilised, working relationships undermined as the
individual becomes unreliable, moody and may even steal from mates or the boss.
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Lack of performance may result in losing a job
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Reduced productivity of an individual may not be significant but of thousands of individuals it
becomes a problem for the community
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Individuals sacked because of the impact their gambling problem has on their ability to function
may require financial support from the community such as unemployment benefits
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Individuals and the family and friends of individuals with gambling problems seek counselling and
help from community and legal services
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Increased demand for help puts pressure on legal services
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Demand for help puts a strain on counselling services
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Many crimes committed by individuals with gambling problems place a cost burden on
communities.
So 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 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.'
Quote from Queensland Government (2002)
The Queensland responsible gambling strategy: A partnership approach.
Characteristics 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.
The characteristics of a responsible gambler are when the gambler:
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views gambling as entertainment, not as income or an investment
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doesn’t take gambling too seriously or become emotionally involved
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only gambles with money that has been set aside for entertainment, never with money intended to pay the rent, for food or
household bills
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never borrows money, uses money put aside for another purpose or uses credit cards to gamble
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sets and sticks to limits to the amount of time and money they will spend on gambling
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understands the odds are against winning and doesn’t try to win back losses
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is a relaxed and sociable person
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is aware of and involved with family and friends
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is happy to take frequent breaks when gambling (ie. doesn’t become possessive of a particular game or machine when
playing pokies)
Section 2 Gambling in Victoria and Australia
Australian and Victoria's gambling history
When you have finished this section Gambling in Victoria and Australia you will have an overview of
 the history of gambling in Australia and Victoria
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what happened after the prohibition in Australia and Victoria
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gambling in Victoria
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the regulation of gambling products in Victoria including the Victorian Acts and key gambling Regulations
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the key features of the Victorian approaches to minimise harm from gambling
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illegal gambling activities
Australian and Victoria's gambling history
Gambling activities have occurred in societies around the world and throughout history for thousands of years. Australians have
enjoyed a range of gambling pursuits ever since Europeans began settling here in 1788.
Initially law makers in the new Australian colonies tried to outlaw gambling activity, but people resisted these attempts and
continued to gamble illegally. The authority's strong stance against gambling proved ineffective, what it did do was drive the
industry underground creating a hot bed of illicit gambling, rewarding organisers handsomely and attracting a great deal of
criminal activity directly and indirectly related to gambling.
Finally governments decided to lift prohibition; they came to believe that as people insisted on gambling it would be more
productive to introduce laws to regulate the industry.
Gambling in Victoria
If I was to tell you that about 0.7% of adult Victorians are problem gamblers and 2.3% have a high to moderate risk of becoming
a problem gambler you would probably think.
0.7%, even 2.3%? What's all the fuss about!
Let's put it into context, 0.7% of the adult population in Victoria represents about 38,710 problem gamblers. When you put that
figure together with the Ripple Effect Theory (covered in section one), that means that there are between 194,000 and 387,000
people in our community whose lives are made so much more difficult because they have been directly or indirectly
impacted by problem gambling. Imagine if you were one of them!!
So problem gambling is a significant issue, which is why we are here to help minimise its impact.
To help you gain an appreciation of the extent of problem gambling take a look at the activity on the next page which is based
on statistics from the 'Gambling - Productivity Commission Inquiry Report 26 February 2010'
It is on this background that the Victorian Government has developed strategies to combat problem gambling in Victoria. They
have implemented a number of responsible gambling initiatives and requirements and established a system of Gambler’s Help
Services, all of which will be discussed in this course.
These statistics were updated August 2012
After the prohibition in Australia and Victoria
It was hoped that through the application of laws, criminal activity would be reduced and when gambling did occur it would be
fair and conducted by providers who behaved with integrity. To a large extent it worked, criminal activity around the provision of
illegal gambling activities has reduced although it has not completely stopped.
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Since the introduction of poker machines (Electronic Gambling Machines (EGMs)) in the early 1990's the gambling
industry in Australia and Victoria has grown significantly. Now, you can legally gamble in a diverse range of gambling
products including:
poker machines in hotels
clubs and the casino
table games at Crown Casino
wagering on sports and racing through
the TAB and on-course betting
lottery products such as Tattslotto and
instant win scratchies
Keno
Bingo
raffles, Calcuttas, promotional sweeps
and other minor games
Victoria's problem gambling statistics
To help you get an idea of the extent of problem gambling in Victoria let's look at some statistics.
The following statistics have been drawn from the Australian Government's Gambling Productivity Commission Inquiry Report
26 February 2010
It is estimated that 0.7% 38,710 adults in Victoria experience problems as a result of gambling.
Those at high to moderate risk of developing a gambling problem
2.3% 127,190 of Victorians are at high to moderate risk of becoming problem gamblers.
Problem Gamblers dealing with health or behavioural issues
A Victorian survey found that the majority of problem gambling clients experienced between four and seven other issues in
addition to their gambling (KPMG 2008)
• the rate of ‘likely hazardous alcohol use’ was 50 per cent
• 36 per cent had a ‘severe mental disorder'
• the risk of depression was 71 per cent
• the rate of daily smoking was 57 per cent
(Thomas and Jackson 2008, p. ix)
What is the favoured form of gambling?
It is significant to note that
84.2% 49,218 of problem gamblers play the 'pokies'
8.8% 5,143 bet on sporting events, horses or greyhounds
5.1% 2,981 gamble at Crown Casino
The 'GRP Report No6 2003 Victorian Longitudinal Community Attitudes Survey'
also shows that about 15% of regular gamblers - 49,420 people are at moderate and low risk of developing a gambling
problem.
Victoria problem gamblers statistics
%
Number
Description
1.1%
58,454
of adults in Victoria experience gambling related problems
61.2%
35,774
of problem gamblers are male
38.8%
22,680
are female
52.9%
6,560
are married
26.5%
4,160
have never married
37.9%
22.154
completed school to year 10
7.6%
4,443
completed a TAFE or Technical Education course
22.7%
13,269
completed a CAE/University course
66.2%
38,696
were born in Australia
1.5%
876
are Indigenous or Australian South Sea Islanders
84.2%
49,218
play the pokies (EGMs)
8.8%
5,143
bet on races and sporting events
5.1%
2,981
gamble at Crown Casino
Regulation of gambling products in Victoria
Victorian Gambling Legislation - Acts and Regulations
The Victorian Commission for Gambling and Liquor Regulation (VCGLR) is responsible for maintaining and enforcing the
Victorian Acts and Regulations legislating the Victorian Gambling and Liquor Industries. You will notice as you move through
this information that the gambling industry has been regulated for a short time and that the Casino Control Act is the oldest,
introduced in 1991.
The gambling industry in Victoria is required to comply with the requirements of:
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Legislation - Acts and Regulations
Directions and Rules
Standards
Code of Conduct and Self Exclusion Programs (SEPs).
All of the above measures help ensure effective implementation of the Government's policy to minimise the harm gambling has
on individuals, their families and the community.
Gambling Regulation Act 2003
Regulates all legal forms of gambling conducted in Victoria.
The Gambling Regulation Act 2003 contains the provisions relating to responsible gambling measures, including Codes and
SEPs.
The main objectives of the Act are to:
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foster responsible gambling
minimise the harm caused by problem gambling
ensure minors do not gamble
ensure all gambling activity is conducted honestly and free of criminal influence
ensure charities and communities benefit appropriately
promote tourism, employment and economic development
The Gambling Regulation Act 2003 prohibits unauthorised gambling and provides legislation for all gambling industry sectors
including:
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electronic gaming machines and approved venues
wagering and betting
public and trade promotion lotteries
keno
interactive gaming
community and charity gaming
bingo and bingo centres
gaming on board ships
Casino Control Act 1991
Regulates the Crown Casino which is licensed to operate traditional casino table games and electronic gaming machines.
Casino (Management Agreement) Act 1993
The purpose of this Act is to ratify the management agreement for the Melbourne Casino. The Melbourne Casino license is
owned by Crown Casino Ltd.
Gambling Regulation Regulations 2005
These regulations provide direction for the operation of:
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gaming machines
wagering and betting
trade promotion lotteries
club keno
community and charitable gaming
fees and
other matters under the Gambling Regulation Act 2003
Did you know that there are 9 Gambling Regulation Regulations and 14 Gaming Regulations? Too many to discuss in this
course but it is interesting to note!
Gambling Regulation - Signage Regulations 2005
This regulation describes the types of signs which may be displayed by a gaming venue:
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in gaming machine areas;
on approved venues;
directional signs;
signs for clubs not on freeways or arterial roads;
convention signs;
corporate logo; and
problem gambling.
Ministerial Directions
A Ministerial Direction is a direction made by the Minister to the Victorian Commission for Gambling and Liquor Regulation, the
VCGLR is then responsible for implementing the directions.
You should be aware of the following Ministerial Directions:-
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Ministerial Directions - Codes of Conduct
Ministerial Directions - Self-Exclusion Programs
Ministerial Directions - Code of Conduct
It is mandatory that all commercial licence holders in the Victorian gaming industry adopt a VCGLR approved Code of Conduct.
The Ministerial Directions - Code of Conduct consists of Standards and Requirements (Part A) and Guidelines (Part B) and
provides guidance for the minimum requirements of a Gambling Code of Conduct.
To help venues understand and implement a code the VCGR produced a Responsible Gambling Fact Sheet for Responsible
Gambling Codes of Conduct.
Both the Ministerial Directions - Code of Conduct and the Responsible Gambling Fact Sheets are available on the VCGLR
website.
Ministerial Directions - Self-Exclusion Programs (SEPs)
It is also mandatory that all commercial licence holders in the Victorian gambling industry adopt a Self-Exclusion Program (SEP).
A SEP is a service offered to gamblers who wish to exclude themselves from gambling on all or some of the gambling products
offered by a gaming venue or multiple gaming venues.
We will talk in detail about SEPs in the section on Codes of Conduct and Self-Exclusion Processes.
To help venues understand and implement their SEP the VCGR produced a Responsible Gambling Fact Sheet for Responsible
Gambling Self-Exclusion Programs.
Both the Ministerial Directions - Self- Exclusion Programs and the Responsible Gambling Fact Sheets are available on the
VCGLR website.
Directions and Rules
Directions and Rules may be written and issued by the Victorian Authority responsible for the regulation of the Gambling
Industry in Victoria. The name of that Authority is the Victorian Commission for Gambling and Liquor Regulation or VCGLR.
Rules and directions are made directly from the VCGLR to gaming organisations and venue operators. These Rules and
Regulations can change the terms and conditions of an organisations’ gambling licence and should be implemented as soon as
they are received.
Standards
The standards include the Australian/New Zealand Gaming Machine National Standard and the Victorian Appendix.
The intent of the Standards is to ensure gaming on gaming machines is:
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fair
secure
auditable and
reliable
The Standard sets out the core requirements, common to all states and territories of Australia and New Zealand, for the design
of gaming machines and games, and to guide testers in their testing for compliance with the Standard.
Technical Standards
New developments in gaming technology are recognised and alternative implementations of specifications are considered, on
merit, on a case by case basis.
The Commission may, with the Minister's approval, make and amend standards for gaming machine types and games, but
cannot make the changes without consulting venue and casino operators, manufacturers and suppliers of gaming machines.
The new or amended standard will take effect 6 months after the day notice of its inclusion or amendment is published in the
Victorian Government Gazette.
Code of Conduct
A Code of Conduct must at minimum cover:
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the venue's Responsible Gambling Message
information on:
o Responsible Gambling
o gambling products offered by the venue
o customer loyalty schemes offered
Pre-commitment strategies
how the venue interacts with:
o customers
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staff
problem gambling support services
how the venue manages, records and resolves customer complaints
expectations and strategies for ensuring minors do not gamble
how the gambling environment is designed and managed to discourage extended gambling
financial transaction restrictions
ensuring advertising and promotions are conducted responsibly
o
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Self Exclusion Program (SEP)
A SEP must be approved by the VCGLR and must include:
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processes for:
o providing information to customers
o assisting a person self-exclude when requested by the person
o helping a person who has self-excluded to revoke or vary a self-exclusion deed
o help a person self-exclude from another venue when required
o complaint resolution
o review of the SEP
the duration of exclusion
a process to help identify a self-excluded person which demonstrates that the venue has:
o taken reasonable steps to ensure the excluded person is not allowed access to the gambling products they have
excluded themselves from
o a detailed procedure to detect self-excluded person
o a detailed procedure to explain to staff how they are to respond to a person who has been detected breaching
their self-exclusion deed
how the venue ensures staff know of their gambling obligations and what training is put in place to help achieve this
outcome
the venue operator or SEP administrator must maintain regular contact with problem gambling support services.
Compliance and Auditing
How do you think the VCGLR ensures providers operating within the industry are fair and comply with the laws?
VCGLR inspectors audit gaming and gambling venues and events. VCGLR Responsible Gambling Project Team ensures
gaming venues review their Code and SEP annually; the review is a condition of licensing.
Visit the Victorian commission for Gambling and Liquor Regulation website.
Other Legislation/regulation which impacts the Victorian Gambling Industry
Gambling Legislation Amendment
(Problem Gambling and Other Measures) Bill 2007
Amongst other things, it:
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Defines and prohibits playing a gaming machine or wagering whilst intoxicated - it is an offence to knowingly allow an
intoxicated person to gamble.
Makes the Responsible Gambling Code of Conduct and Self-Exclusion Programs a condition of licence
Provides additional limits on venue operators regarding the cashing of cheques by customers, the placement of ATMs and
the amounts which can be withdrawn in a 24 hour period.
Liquor Control Reform Act 1998
Electronic gaming machines may only be located in a venue which holds a full Hotel or Club Liquor Licence, staff and operators of
gaming machines must comply not only with the Gambling Regulation Act 2003 but also with the Liquor Control Reform Act and
therefore
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Must not operate EGMs outside of the hours of operation listed on their licence - they MUST NOT be played by anyone for
any reason outside liquor licence hours.
Must not allow an intoxicated person to gamble or to remain on the premises
Key Victorian Government measures to promote responsible gambling
The Victorian Government has introduced a number of measures in an attempt to reduce the impacts of problem gambling on
individuals and the community. The Gambling Regulations Act 2003, Gambling Regulation Regulations 2005 and Ministerial
Directions for Responsible Gambling Code of Conduct and Self-Exclusion Program provide the framework for these measures,
They are the:• Responsible Gambling Code of Conduct
• Self-Exclusion Program
• Minister’s Standards - Player Information
• Responsible Gambling Awareness Week
(May each year)
• Problem Gambling Community Awareness Education Strategy
• Victorian Gambling Help Service System
Responsible Gambling Code of Conduct
The main focus of the code is to address the impacts of gambling on...
• individuals
• families and
• the community
By taking measures to....
• prevent problem gambling
• support and treat people suffering from problem gambling. It is mandatory for licensed organisations from all gambling sectors in
Victoria to adopt a Code of Conduct which encourages responsible gambling. Codes are made up of a number of key measures
designed to give gambling venues tools to help them provide responsible gambling environments and minimise harm to gamblers,
their families and the community. More about the code later.
Self-Exclusion Program
It is also mandatory for licensed organisations from all gambling sectors in Victoria to adopt a Self-Exclusion Program to help
those with a gambling problem ban themselves from gambling venues. We cover Self-Exclusion Programs in another section of
this course.
Minister’s Standards - Player Information
The VCGLR has many resources available for gambling venue's and customers alike which may be downloaded from the
VCGLR website. The Minister's Standards – Player Information provides posters, ‘talkers’ and brochures which must be
displayed and available in gaming venues (including the Crown Casino) under the Gambling Regulation Regulations 2005. These
materials are known as the Minister's Standards relating to player information.
Responsible Gambling Awareness Week
Is held in May each year and is adopted by many Australian States including Victoria. The Responsible Gambling Awareness
Week puts an emphasis on simple strategies individuals can use to ensure their gambling activities remain for them any form of
entertainment and prevents their participation escalating into a gambling problem.
Responsible Gambling messages are promoted in metropolitan, suburban and regional Victorian locations via:
• forums
• information sessions
• art exhibitions
Problem Gambling Community Awareness Education
Strategy
The vision of this state wide strategy is to build:
"A healthy and resilient Victoria in which responsible gambling is promoted and the harm associated with problem gambling is
minimised." And the government is aiming to achieve this by implementing three strategic approaches:
• Build community resilience to problem gambling in Victoria
• Educate and target community segments at risk of developing a gambling problem in Victoria
• Service awareness and promotion
Victorian Gambling Help Service System
The Gambling Help Service System helps people with gambling problems and those close to them, in three ways.
1. Face to Face counselling
• There are one hundred Gambling Help support service centre’s in Victoria
• Services offered are free, paid for by the government.
2. Gambling Help Line 1800 858 858
• Free and confidential
• 24 hours / 7 days
• Counselling and referral services
3. Website
www.gamblinghelponline.org.au
• Live counselling
• Email support
• Self help materials
• 24 hours / 7 days
3. A Website for problem gamblers from Multicultural backgrounds
www.ceh.org.au
This site has many resources in a number of languages to help those who have gambling problems and who come from non
English speaking backgrounds.
Choosing a Code of Conduct
Venue operators should choose the Code of Conduct relevant to the industry sector aligned to their business. They can select the
appropriate code from those listed on
the VCGLR website...
• The Australian Leisure and Hospitality Group (ALH Group)
• The Returned and Services League (Victorian Branch)
• Tabcorp Holdings Ltd and Tatts Group Ltd
• Clubs Victoria Inc (Clubs VIC)
...venues must register their intention to adopt a Code of Conduct with the VCGLR before adopting and implementing it.
The Victorian responsible gambling Code of Conduct is made up of these key measures.
1. The Responsible Gambling Message
2. Provide information on:
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Responsible gambling
Gambling products available at the venue
Customer loyalty programs
3. Pre-commitment strategy
4. Interact with customers and the community:
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Customers
Staff
Problem gambling help services
5. Customer complaints
6. Prohibition on gambling for minors
7. Physical gambling environment
8. Financial transactions
9. Advertising and promotions
10. Implementation and review of the Code.
The Responsible Gambling Message
The Responsible Gambling Message is an overview of the gaming organisation’s commitment to delivering responsible gambling
and is included in the above templates. The following example is from the ALH Group’s template. It should be displayed
predominately in the venue. “This Venue is committed to providing the highest standards of customer care and responsible
gambling.' Our Responsible Gambling Code of Conduct’ describes how we do this. Responsible gambling in a regulated
environment is
when consumers have informed choices and can exercise a rational and sensible choice based on their
circumstances. It means a shared responsibility with collective action by the gambling industry, government,
individuals and communities”.
Provide information on responsible gambling
Make available or give customers
information when asked so they can make well informed decisions about their gambling habits.
Brochures to be on display
• Playing the Pokies - Know the Facts
• Gambler’s Help Brochures
• Self Exclusion Brochures (available via the AHA)
• Player Information Display (PID)
Brochures Posters & EGM Talkers to be on display
• Set yourself a limit and DO NOT EXCEED IT
• Don’t chase your losses WALK AWAY
• In the end THE MACHINES WILL WIN
• Stay in Control
Financial Transaction information which must be available
• Payment of Winnings Policy
• Information on the provision of credit for gambling
Provide information on available gambling products
Information about all gambling products offered by the venue should be available for players, such as...
• Rules of the game
• Chances of winning
• Minimum and maximum bets
Provide information on loyalty programs
Venues conducting a loyalty scheme tracking an individual’s expenditure on gambling products and rewarding that expenditure
should ensure:
• Customers are fully aware of the terms and conditions of the scheme and how their gambling activity is recorded
• Members of the scheme should receive normal advice about their gambling activity at least once a year - a player activity
statement
• Excluded customers should be removed from the scheme's advertising and promotions distribution list
Pre-commitment strategy
From 2010 gambling venues must:
• Implement the Government's Pre-Commitment Strategy
• Encourage customers to set limits on the amount of money and time they spend on gambling; the limits set should reflect
amounts they can afford to spend
• ensure customers are able to track their gambling activity on the PID screens of all gaming machines in the venue
Interact with customers and the community
This measure to promote responsible gambling, hinges on how venues interact with three significant groups of people:
• Their customers
• Their staff
• Community services for problem gamblers
Interact with customers
Venues must:
• Ensure customers are provided with:
• Responsible gambling information as require.
• Information regarding problem gambling and problem gambling support services
• Appoint a 'Gaming Supervisor' who:
• Is always available when gambling products are ‘in play’
• Can provide appropriate information to customers
• Is able to assess problem gambling behaviour
• Knows how to respond to and record problem gambling incident
• Train gaming staff to identify the signs of problem gambling and what to do when they observe them
• Adhere to Responsible Service of Alcohol laws when serving alcohol
Interact with staff
Venues must:
• Prohibit all venue staff from playing or purchasing gambling products when they are on duty, on break, in uniform, or wearing their
gaming employee licence or venue ID badge
• Ensure staff are aware of the prohibition on playing or purchasing gambling products
• Provide responsible gambling training to staff
• Provide staff with information on responsible gambling and problem gambling support services
• Ensure staff with problem gambling issues are provided appropriate support
• Record support provided and action taken to support a staff member with a gambling problem. Recorded on the staff member's
employment file - not in the responsible gambling incident register
Interact with community services for problem gamblers
Gambling Supervisors must:
• Maintain regular contact with the local Gamblers Help Service and/or other relevant problem gambling support services
• Make contact with the Gambler's Help Services at least as frequently as outlined in the venue's Code of Conduct
• Follow the process for contact as specified in the Code.
Customer complaints
Venues must implement and comply with a process to resolve customer complaints about a venue's compliance with and/or
operation of the code of conduct. The complaint process must provide information:
• About how a customer can make a complaint
• Specifying the venue's process for resolving a complaint
• Explaining how a customer can appeal a decision or have a venue's resolution independently reviewed
• Describe how complaints are collected and retained
• Enable the Commission to monitor compliance with the complaints process
Prohibition on gambling for minors
Venues must have policies and procedures in place to prevent minors:
• Entering gambling areas
• From playing or buying gambling products
Physical gambling environment
Venue operators must make every effort to:
• Discourage extended and intense play - encourage breaks in play
• Make players aware of the passage of time - natural light and positioning of clocks
Financial transactions
A venue must ensure customers have access to the venue's financial transactions policies and procedures, explaining:
• Venue policy for providing credit for Gambling
• Restrictions on withdrawing cash from ATM's situated within the boundaries of the venue
• The rules for cashing cheques and paying out winnings
• What records and how records of payment of winnings and cheques are kept
Advertising and promotions
... design them with consideration for the impact they may have on people negatively affected by gambling.
And ensure customers who have Self- Excluded are removed from databases used for promoting gambling services.
Implementation and review of the code
The Code should be reviewed annually and feedback sought from all stakeholders regarding the Code, its
implementation and effectiveness. A venue cannot renew its gambling licence
without providing the VCGLR with a copy of the review.
More about minors
More about minors
So when is a minor a problem?
A mum with a new born is surely OK? NO! She is not!
A minor is never OK in a gaming room and you should let that mum with a new born know that what she is doing is against the
law and if detected she could be charged $1,408.40. You could be charged for knowingly allowing a minor to enter a gaming
machine area and be fined a maximum of $2,816.80 and the owner of your venue could be charged anywhere up to $16,896!!
Make sure your gaming room doors are closed at all times to prevent children entering, stop a new mum from entering before
she even sets foot in the room!
VCGLR inspectors come to your venue in an official capacity letting you know they are there, but they also perform covert
inspections - you won't even know they are in the venue; and you never know when one of your customers decides to dob you
in - so be vigilant at all times!
Remember a minor is anyone who has just been born to those who are 18 years old!
Minors left in cars
If you find a minor has been left in car you may need to take action. It is a criminal offence to leave a minor unattended in a car
and as such you can:
call the police
try to find the parent/s or person who is responsible for the child and let them know that the child should not have been,
nor should continue to be, left in the car
if the child (or animal is in distress) you can legally break the window to get it out
It is important you remember the key measures which make up Victoria's Gambling Codes of Conduct. Why don't
you Take a Note of them? You may be assessed on these.
Did you know...
That gambling venues can assess their compliance with the requirements of their Code of Conduct and Self-Exclusion
Program using the Self Assessment Checklist available on the VCGLR website? Check out our useful links at the end of
this section for a link to the document.
Purpose and goals of the Gambling Code of Conduct
The main goals of Victorian responsible gambling Codes of Conduct are to increase customer control over their gambling and
minimise the harm caused by gambling, to individuals, their families and the community.
You must ensure you help your employer maintain the policies and procedures supporting the Code of Conduct when you work
in a gambling environment in Victoria.
Every gambling venue in Victoria will have policies and procedures in place to support their Code of Conduct and every Code of
Conduct must be approved by the VCGLR before it's adopted. All Victorian Codes of Conduct are based on either the ALH
Group's or the Victorian Clubs' Codes and must be reviewed at least annually.
A venue's annual Code of Conduct review must be submitted each year with their licence renewal fees. The review is integral to
the VCGLR's licence renewal process.
The gambling Codes of Conduct within each State and Territory of
Australia contain the same basic features, such as

provide information

interact with customers and the community

exclusion provisions

physical environment

financial transactions and

advertising and promotions
However, they are almost all called by different names and each has their
own particular way of interpreting and managing the features of their
Codes.
Illegal gambling activities in Victoria
It is important to remember that in Victoria, a gambling product is illegal unless it is regulated by the Gambling Regulation Act
2003 or the Casino Control Act 1991.
In many respects the actions of the Australian and Victorian 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.
However, illegal gambling activities still exist.........
Can you think of any?
Cockfighting is popular in the Philippines, in Australia it's illegal
Two up is an illegal game in Australia, which sounds odd as it is one we are legally allowed to play on ANZAC Day when we
celebrate the lives of soldiers who lost their lives in the wars Australians have fought in!
Two up is allowed to be played in RSL Clubs for up to 7 days in the lead up to ANZAC Day each year - as long as the venue has
sought and been granted ministerial approval to play it at that time.
Common gaming houses/places
It is illegal for an individual to run a gambling house to conduct unlawful gambling, to advance money for gambling to customers
or act in any capacity to manage gambling activity in a common gambling house.
Penalties a first offence = $7,167.00 or imprisonment for 6 months or both.
A second offence = $11,945.00 or imprisonment for 12 months or both.
Gaming in public places
You cannot play, bet or wager at any game or pretend game of chance in any public place
Penalties - $1,791.75 or imprisonment for 3 months or both.
Cheating
A person who fraudulently, deceptively or unlawfully wins money or anything of value from another person in a game of chance
or wager is guilty of winning by false pretence with intent to cheat or defraud.
Unlawful games
It is illegal to play any of the following games or games similar to them:-

Fan-Tan - the Chinese game of fan-tan was once a favourite pastime of the Chinese in America but has been largely
replaced by modern casino games and other Chinese games like Mah Jong and Pai Gow. It is currently played in some
Macau Casinos.

Two Up - the game known as two-up or any similar game;

Hazard - an Old English game played with two dice popular in the 17th and 18th centuries and was often played for
money.

Baccarat - a card game, played between two people at casinos and by recreational gamblers. With its origins in Italy and
then France there are three popular variations of the game: punto banco, baccarat chemin de fer and baccarat banque.
Punto banco is strictly a game of chance, requiring no skill or strategy. In baccarat chemin de fer and baccarat banque, By
contrast the other two variations allow players to make choices involving player skill.

Faro - Pharaoh, or Farobank, a late 17th century French gambling card game played between a banker and several
players winning or losing according to the cards turned up matching those already exposed or not. A quick playing easy to
learn game with good odds for the player, played with one deck of cards and any number of players.

Roulette – can be played legally in a casino but is illegal in all other environments. Players place bets on odd or even
numbers in or on the outside the table layout, the ball lands in the coloured pocket of the roulette wheel, the winner guesses
correctly/incorrectly.

Dinah-Minah or Minah-Dinah and,

Skill-Ball
Also any of the following conditions within a game are illegal:


Banker’s fees - Any game where a person receives a percentage or share of total bets placed.
Unfair gaming practices - a game where chances are not equally favourable to players and the person managing the
game.
Totaliser - The use of a totalisator to calculate and display payout odds and to produce tickets based on incoming bets.
So if these games are illegal – how is it that they are played in public venues and casinos at times?
Some of the above games have received authorisation within an Act of parliament which means they can be played legally
under certain conditions or in certain circumstances such as:Two-up - which may be played on ANZAC Day at a RSL sub-branch or premises recommended by the RSL and approved by
the Minister. Two-up can be played at any time (when properly authorised) within 7 days before ANZAC Day.
Roulette – mentioned in the Gambling and Casino Acts, it is a game which can only be played within a Casino.
The traditional game of Roulette with wheel and ball, is now also played in an electronic
version.
What is a Gaming Industry Employee (GIE)?
A Gaming Industry Employee holds a licence issued by the VCGLR which permits them to work in the gaming industry. It may
be issued after an application process in which the applicant must pass mandatory Police checks and within 6 months of
employment prove they have undertaken RSG training. The GIE licence is valid for 10 years and requires the holder to comply
with a range of responsibilities and obligations.
The GIE licence is not valid for employees of Crown Casino and is not valid in any other Australian state or territory.
What are the responsibilities of the GIE?
Briefly the main responsibilities of a GIE are to:-

perform a range of duties relating to the operation of gaming machines, validating and paying out winnings.

comply with the conditions of the licence

undertake compulsory responsible gaming training for employees working in a gaming venue

wear licence identification

maintain up to date knowledge of the responsibilities of a GIE
When your licence is issued by the VCGLR you will be provided with a Gaming Industry Employee Information Handbook
which provides a detailed list of duties you may be required to fulfil when employed as a GIE. ouming Industry Employee
(G) Licence?
So you want your Gaming Industry Employee (GIE) Licence?
Applying for a GIE Licence
In 2011 the VCGR introduced an online application form for people wanting to get their GIE licence. You complete the form
online, print it out, sign it and attach the required documents before posting it to VCGR.
Handwritten application forms are no longer accepted.
Go to www.vcgr.vic.gov.au industry employee new applicant form
Name Check and Fingerprint Record Search - Fingerprinting
All applicants must apply for a National Police Certificate for 'Name Check and Fingerprint Record Search' , which means
before you can submit a 'Consent to Check and Release National Police Record' form to the Victoria Police, you must have
your fingerprints taken.
Look on the VCGR website in the section for GIE licence application form, for more information about the process.
www.vcgr.vic.gov.au
Useful Links
If there is one website you need to make sure you know and access at least a couple of times a year - that's the Victorian
Government's, Victorian Commission for Gambling and Liquor Regulation (VCGLR) website. Check the website each
season for the latest newsletter, produced and released in Summer, Autumn, Winter and Spring, with a special edition released
in time for the Responsible Gambling Awareness Week in May each year.
You can also use the site to access forms and brochures you need in your workplace.
www.vcglr.vic.gov.au
click to follow link
Codes of Conduct
Victorian Responsible Gambling Codes of Conduct
all approved Codes of Conduct can be accessed through the
website.
Ministerial Standards
Ministerial Standards - Player Information
Self Exclusion Programs
Self Exclusion Programs
Section 3 Provide information
When you have finished this section Provide information you will know............
 how to give information to customers appropriately
 what types of information should be available for customers and how it should be displayed
 how a gaming machine works
 what electronic player information is
 how to access the odds of winning on EGMs
 you are responsible for ensuring you provide accurate information to gamblers
 how to respond appropriately to requests for information
 what Pre-Commitment and Player Activity Statements are

Give information to customers appropriately
We are talking good customer service here guys!
How do you give 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 Gaming Supervisor if necessary
Respond appropriately and with consideration for your customer
It's not rocket science, it is a matter of respect. You should make sure you know and understand the policies at your venue, they
will explain how your venue management want you to respond to customer requests for information. They will probably look
something like....
What was it we looked at earlier? Customer service....
.....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.
Keep in mind that the customer could be feeling very sensitive about needing, and embarrassed to have to ask, for help. You
are not expected to counsel the customer, but to provide them with relevant information (brochures or flyers) and or refer them
to a senior staff member such as a manager or the Gaming Supervisor....
.....explain to the customer that you are unable to give advice and need to refer them to someone who can give help:

that you will only provide their name to the person who is able to help them

make sure the customer understands and

that they give you his/her consent before you go ahead
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?
Explain:-

the role of the Gaming Supervisor

that the Gaming Supervisor has been trained to help in these situations

suggest the customer may choose to approach the Gaming Supervisor themselves and so ensure only he/she is aware of
the details of their concern
It's important that the customer receives all the information they need to ensure they are able to make informed choices about
their gambling and how they manage it. Make sure you know how to help them!
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 give
their name you must maintain their confidence)
Electronic Gaming Machines- How they work......
Electronic Gaming Machines - How they work
What is a gaming machine?
A gaming machine is simply a computer that looks, and is programmed to act, like an old style pokie/slot machine. There is no skill
in playing these machines. The player chooses how much money they want to spend each spin, the computer chooses what comes
up on the screen and works outifthecustomer has or hasn’t won.
There is nothing that can be done by the player to improve their odds of winning.
Know your Gaming Machines
Chances are you will be asked by a customer how a particular machine works. You should familiarise with the machines in your
venue so you can answer and guide your customers on how to play them.
Your most useful ally is the Information Button i on the console of the machine. This button will provide a customer with:-

game rules





the return to players for the game
the average number of games played per win, when playing one line per game
the chances of winning the top 5 and bottom 5 combinations of the game
the maximum and minimum bet options for the game.
All the information you will need about a game is available at your finger tips!
Just press the i information button!
Player Information Display
By legislation each EGM must generate and display electronic player information. Gaming machine manufactures make this
possible by putting all the required information under the i information button.
What players are seeing when they press the information button is the Player Information Display or PID.
Rules of the Game
It’s important to understand the rules of the game to guide your customers when they need help to understand a game.
If a customer queries the way the game works, being aware of the rules will help you answer their questions.
EGM's have an information button on them which provides all the information you need about the rules of the game, including the
payable and rules about winnings.
Some of the rules may state:







all wins pay left to right only
all wins on lit lines only
all wins shown in credits
coinciding wins are added
all wins are multiplied by the credits staked per line
malfunction voids all pays and plays
it'sthe player's responsibility to ensure correct credits are registered before they play .
When the Spin button is pressed on the machine, it ‘spins the reels’. Although modern gaming machines don't have ‘reels’ to
spin the program gives this illusion. While this is happening the computer is randomly selecting symbols to display. What you
see at the end of the Spin, are a number of columns showing a combination of different symbols at one time.
If the combination of symbols shown on the screen at the end of the spin matches any of the combinations on the Paytable that's a winning combination!
If there's a win, the machine displays the win as credits.
Features
As well as winning combinations, gaming machines offer features such as:-






Second Screen games - a feature screen pops up offering any of the features listed below
Free Games - randomly won during a session of play
Bonuses- options to gamble winnings, 'triple' and 'double' or 'nothing' and may include free games
Scatters - symbols which win independently of a set play line
Substitutes - a symbol which can replace another nominated symbol to create a winning combination, as defined in the
paytable
Double up - gamble your winnings, 'double or nothing'
All of which are included in the manufacturer's calculations for winnings, they are designed to make the player feel they are
getting something for free although in fact they are really not.
Money = Credits
It’s easyto forget that real money is being used when playing a machine showing your wins and losses as credits. Machines in
Victoria are all tokenised. This means that they take coins and notes and change them into an equivalent amount of credits. It’s
important to know how much credits are worth in real money. Have a look at the table below.
MachineValue
1c
2c
5c
10c
$1
Creditsfor$1
100
50
20
10
1
For a guide on the value of credits, click here
Credits can be exchanged or 'cashed' out for money (or a cheque if winnings exceed $1000) at any time. Depending on the
value of the win, coins can be paid into the coin tray, a ticket may be printed, or a venue attendant will deal with the payment.
If a customer is lucky enough to win $1,000 or over from one machine they must take the winnings in the form of a cheque.
Thecustomer cannot cash the cheque at the venue, it's illegal for the venue to do so.
Paytable Prizes
Thepaytableshowswhichcombinationsof symbols when displayed on the EGM's screen, pay and how much they pay. It usually
shows what combinations of symbols pay for 1 credit on a payline.
It is important for players to understand that the bigger the win the harder it is to achieve.
In the High Society game paytable shown here (click the word "here" to open document) there is less than a 1 in 13,000,000
chance of getting 5 Society Girls compared to a 1 in 52,000 chance of spinning 5 Geisha Fans.
In our High Society game the top five winning combinations are:
1.
2.
3.
4.
5.
5 Society Girls - 10,000 credits
4 Society Girls - 5,000
5 Diamond Aces - 5,000
4 Diamond Aces - 2,500
5 Diamond Kings - 2,000
and the bottom five winning combinations are:
1.
2.
3.
4.
5.
1 Geisha Fan - 2 credits
2 Geisha Fans
-5
2 Blood Roses - 5
2 Jade Dragons - 5
2 Silk Purses - 5
To find out the top and bottom five winning combinations press the
Betting Restrictions
Under Victoria Government legislation, all gaming machines are required to meet some restrictions including:



$5 maximum bet
$100 notes not accepted
continuousplaynot permitted
However,these government regulations also allow a limited number of gaming machines (known as unrestricted gaming machines)
to be played without these restrictions, provided other responsible gaming safeguards are in place.
Maximum and Minimum Bets
The minimum bet you could play for any one game would be:-
1c Machine-1Credit x 1 Line=1c
10c Machine-1Credit x 1Line =10c
$1 Machine-1 Credit x 1 Line=$1
The maximum bet you can play varies from game to game, the easiest way to find out what the maximum bet is on a specific
machine is to check the Electronic Game Information which you can access from the i information button.
Return to player and changes of winning
Return to Player (RTP) is the percentage of money played on a machine that will be returned to players over the period of a year. In
Victoria this is legislated at a minimum 87%. This doesn’t mean that each time a gambler plays they will get 87% of their money
back, but that over a year each EGM should return at least 87% of the money played on it back to the players.
The 13% profit earned by the machine will be shared between the venue operator, the State Government and the Gaming Operator
(either Tattersalls or TABCORP). As discussed earlier in Section 1; 8.33% of a hotel's profit must be paid to the Community
Support Fund to help fund Arts, Tourism, Sport and Drug and Responsible Gambling initiatives.
Every time a customer presses the play button each line they play will have approximately a 1 in 10 chance of winning. This means
if they are playing multiple lines for multiple credits they could win, but are likely to win less than they stake.
Let's take a look at Jerry in the example below.
Jerry has bet 1 credit per line and played 9 lines spending 9 credits. He WON! But only 4 credits so lost 5.
Credits before spin 20
Cost of 9 lines 9
Wins
4
Credits after spin 15 (lost 5 credits)
Top Payouts
There are millions of combinations on gaming machines meaning that the chances of winning a large amount are slim. Usually the
chances of winning a large jackpot are less than one in 10,000,000 - the same odds roughly as being struck by lightning!!
Jackpots
Offered as either a Linked progressive jackpot - multiple machines contribute to the prize or Standaloneprogressive jackpot - single
machine provides the jackpot.
Jackpots are usually offered on games which have had their Return To Player reduced to compensate for the value of the prize, be
it a motorbike, car, boat, house or large sum of cash! So a player's chance of winning a normal game on a machine linked to a
jackpot is slightly less than usual.
You should be aware which machines are linked to jackpots in case a customer wanting to play for the jackpot asks you which one
they should play.
Chance of Winning
Machine Credit Value
Click on the image below to see what chance
you have of winning when playing an EGM
Click on the image below to find out how much the credits shown on the
EGM's display are worth
Did you know?
Gaming machines can’t react to the frequency of wins or losses. Games operate randomly at all times no matter how many
wins or losses have happened in the past.
A machine that hasn’t paid out for a while has no higher chance of paying out in the future so there is no point putting
more money in it to make up for money lost hoping to win.
The Odds of Winning
Do you work in a gambling venue, or are you looking to work in one?
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
When playing EGMs in pubs, clubs and the casino in Victoria the pay-out table on gaming machines at each venue is set so as to return
to players not less than 87%of the total amounts wagered each year at that venue, after deduction of the sum of jackpot special prizes
determined as prescribed and payable during that year.
Playing in Casinos
Typically a casino will have multiple games available for their customers to play, too many to mention here.
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.
The reality is of course that sometimes they win more than they play and sometimes they lose all the money they played!
So broadly speaking for every $100 played on EGMs a venue will take about $13; this they share with the Government 33.33% and the
Gaming Operator (either Tatts Group or TABCORP) 33.33% and hotels also pay the Community Support Fund 8.33%; so hotels keep
25% and clubs keep 33.33% of the profits from gaming machines.
The odds of winning top prize on a Pokie machine, playing $1 bet per line is..
up to 1 in 9,765,625
Playing in Casinos
Typically a casino will have multiple games available for their customers to play, too many to mention here.
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 Lotto, Powerball, Keno and scratch-its
Information on the odds of winning lotto and scratch-its are available on the provider's websites. (Tattersalls and Intralot).
The odds of winning 1st division in 1 game in



Super 7's Oz Lotto is 1 in 45,379,620
Monday and Wednesday Lotto is 1 in 8,145,060
Super 66 is 1 in 1,000,000
Sports betting
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.
The odds of winning the trifecta in a 13 horse race is
1 in 1,176
Gambling machine display and console
Electronic Gaming Machines - Ins and Outs
Know your gaming machines
There's a huge variety of EGM games available, although how they are played remains pretty consistent. They
are made up of the following features
On the Screen – Credit
Amount of credits available for play (shown as credits and in $ value)
On the Screen – Bet
The amount of credits and $ value of the credits, a player bets per spin
On the Screen – Win
Amount won per spin (shown amount as credits and as a $ value)
On the Screen - Number of Lines Played
The number of lines in play light up for each spin
On the Screen - Bet Amount = Credits
The minimum bet is shown on the machine. Machines are available with minimum
bets of 1c, 2c, 5c, 10c and $1
In most machines when you play you must put in at least $1, the dollar is then converted into credits so a 1c machine gives you 100
credits, a 5c machine 20 credits and a $1 machine only 1 credit.
On the Screen - Time
Time - real time of day
On the Console - Coin Slot
Coins inserted here (usually $1 coins)
On the Console - Note Acceptor
Players insert notes here (current legislation is changing the way these are used, soon players will only be able to use $5, $10 and $20
notes in gaming machines)
On the Console - Information Button
Electronic gaming information available on the Player Information Display (PID) includes:• minimum/maximum bet
• chances of winning
• theoretical Return to Player (RTP)% for machine
• request service
• start tracking session
• view game rules
On the Console - Collect Button
Collect all winnings
On the Console - 5 Bet Credit Buttons
These buttons allow you to choose how many credits you want to play per spin 1, 2, 5, 10 or 20
On the Console - Gamble Button
Use this button to gamble winnings
On the Console - Spin Button
'Spin the Wheels'... By pressing this button the player is playing the game
On the Console - Start Feature Button
Start a special feature of the machine, eg Free Spins
On the Console - 5 Play Lines Buttons
These buttons allow you to choose how many lines you want to play per spin 1, 2, 5, 10 or 20
On the Console - Take Win Button
Take the amount won and add to the amount of credits available for play
What is electron player information?
Legislation dictates that gaming machines must have the capacity to generate and display specific electronic player information
on their screens. As a result gaming machine manufactures have designed player information display screens, often referred to
as PIDs, which provide the information to customers simply by pressing the information button.
Information which must be provided includes:

cash paid in during the gaming session

credits wagered by the player during the session

credits won in session of play

how much has been won or lost during the session

winnings cashed out by the player during the session

credits still available

time gaming session commenced

current time

duration of gaming session

a statement to say if jackpot amounts won are not included
Cash and credits referred to in the above must be displayed in terms of dollars and cents. For examples take a look at the tables
provided below.
Example 1 - includes jackpot winnings
Cash in
$100.00
Credits played
$245.00
Credits won
$239.70
Session Win or (Loss)
Cash out
($5.80)
$0.00
Credits available
$94.20
Time commenced
8:48 pm
Current time
Total time played
10:52 pm
2 Hours 4 minutes
Example- does not include all jackpot winnings
Cash in
$100.00
Credits played
$245.00
Credits won
Session Win or (Loss)
Cash out
$239.70*
($5.80)*
$0.00
Credits available
$94.20*
Time commenced
8:48 pm
Current time
Total time played
10:52 pm
2 Hours 4 minutes
* These amounts do not amounts won in a jackpot during this session
The potential risks of gambling
Many people gamble and treat it as entertainment, but there are some who gamble hoping to make money. An individual's
motivation to gamble can lead to many problems and impact on many of those around them.
Let's look at different types of gamblers.
A low-risk gambler



has few or no issues with gambling. They:gamble now and again without affecting their income or lifestyle
don't get angry when they lose and accept the loss
may gamble a couple of times a week e.g. playing lotto
A moderate-risk gambler
can experience some issues with gambling. They may:
see gambling as a way to top up their income


expect to win or at least come out even after a gambling session
gamble a few times a week risking only what they can afford
A high-risk gambler
can experience more than a few issues with gambling. They may:
risk large amounts of money each time they enter a venue


place large bets on the 'spin of the wheel'
This type of customer likes to 'spend big and 'win big'
A problem gambleris driven to gamble, it is part of their lifestyle and may be all they can think about. They may: work to have an income to gamble or may 'do without' to be able to gamble
 get angry if they don't win
 borrow money to keep trying their luck
 lose friends, family, their job and even their home
 A person with these gambling habits needs help!
So how do you spot problem gamblers in your venue? Have a think about it. We will discuss it later in the course.
What information needs to be available, provided or displayed?
Victorian gambling venues are required to provide information to their customers. The Code of Conduct
explains:

what information needs to be provided and displayed

where and how it is to be provided or displayed
The following activity is an overview of information a gambling venue is required to have, display or provide. The Code of
Conduct developed specifically for your sector of the gambling industry explains clearly, where and how information is to be
displayed and what information should be provided or made available to customers.
If you would like to have a look at the Code of Conduct for your industry sector as you do this activity you can download
it here
Types of information and how it should be displayed
Ensure information is accessible to all
Information whether it be codes, policies, signs, brochures or talkers should be available in different languages for customers of
culturally diverse backgrounds. Consider the cultures in your community and check if information is available in their languages. If
so it's a great idea to have some in stock. Information in languages can be found on the VCGLR website and also on the.. Centre
for Culture, Ethnicity and Health's website www.ceh.org.au see the section called Multicultural Gambler's Help Program
You must explain, have available or display...
Types of information, which must be available, and how to provide it!
The following is an overview of information a gambling venue is required to have, display or provide. The Code of
Conduct developed specifically for your sector of the gambling industry explains clearly where and how information is
to be displayed and what information is provided to customers.
Look for the icons, they have been designed to help you remember how information is to be explained, provided or displayed.
•
Discuss information with customer - lips logo
•
Codes, brochures and flyers - 'Brochures & Flyers' book
•
Display information clearly and predominately - the framed sign 'Clearly Display in Venue'
•
Provide information on request - the hand offering a card on request
•
Mail or email information to customer on request or as per procedure
Responsible Gambling Message
What is this?
It is a written statement of the venue's commitment to help customers with problem gambling.
How should it be displayed or provided to the
customer?
Clearly display in venue - ideally in the foyer or as you enter the gaming room. It could be a brochure and it could also be
something in written form you can provide to a customer on request
Responsible Gambling Code of Conduct
What is this?
Information about how a venue addresses local problem gambling issues. Includes the venue’s
responsible gambling standards.
How should it be displayed or provided to the customer?
• Provide to customers on request
• Clearly display a notice advising customers it’s available
• Your venue may have a brochure which includes the Gambling Code of Conduct
Responsible gambling signs
Minister's Standards - Player Information
What is this?
Such as Posters and EGM Talkers these signs give information....
• On the risks of gambling
• Where to get help
• Gambling Help Line or Local Gambling Help provider
How should it be displayed?
• For every 15 EGM's your venue has you must have one Poster clearly on display
• There are four designs and you must have an even distribution of each design
• Every EGM must display an EGM Talker so it can be clearly seen if seated or standing in front of it
• There are four designs of these too each design must be evenly distributed throughout the venue
You should be aware of the Specific Rules the VCGLR has about the distribution of posters and EGM Talkers.
Player Information Brochures
Minister Standards - Player Information Brochures
What is this?
A DL sized two fold brochure providing information....
• on the risks of gambling
• where to get help
• Gambling Help Line or Local Gambling Help provider
When the gaming room is open you must ensure player information brochures are available at each cashier area in venue, and that
the total number of brochures available equals the number of gaming machines in the gaming machine area.
The type and rules of the game
What is this?
Easy to read information explaining to customers how games are to be played.
• Provide to customers on request.
• Display brochures and flyers.
• Clearly display availability.
These should be clearly displayed and provided to customers on request.
Odds of winning
What is this?
Easy to read information explaining to customers the odds of winning major prizes.
• Display brochures and flyers and provide on request
• On the EGM Player Information Displays (PIDs)
• Clearly and predominately display near the relevant games
Self Exclusion Programs (SEPs)
What is this?
Information which clearly describes the SEP available at your venue...self exclusion from gambling product/s at the customer’s
request
• Discuss program with customer in confidence
• Provide policies to customers on request
• Provide brochures to customers on request
• Clearly display a notice advising customers it’s available.
Pre-commitment Strategy
What is this?
Information which clearly describes the pre-commitment strategy.... customers who play EGMs set a time and money limit
according to their personal circumstances.
• Discuss strategy with customer in confidence.
• Tracking system on EGM.
• Provide policies to customers on request.
• Provide brochures to customers on request.
Complaint resolution procedures
What is this?
Information which explains to customers on how they can lodge a gambling-related complaint and the process for resolving a
complaint.
customer?
• Discuss policy with customer in confidence.
• Provide policy to customers on request.
Financial transaction policy
What is this?
These are documents which explain the key points of a venue's financial transaction policies as they relate to the customer. These
include:
• The payment of winnings policy.
.
• The prohibition of credit for gambling.
• Provide to customers on request.
Loyalty programs and Player activity statements
What is this?
• Loyalty Program - Where points can be accumulated for EGM credit spent and a reward is given
• Player Activity Statements - Advise a customer of their spending and how many reward credits have been allocated within a
specified period
customer?
• Provide policy and rules to customers on sign up
• Player point tracking system on EGM
• Mail or email on request or as per procedure
Problem gambling help services
What is this?
• Venue maintains strong links with local problem gambling help services
• Help services available include face to face counselling, telephone help and support and online help, support and resources
customer?
• Discuss with customer in confidence
• Provide brochures to customers on request
Ministers Standards – Player Information
These are the posters, ‘talkers’ and brochures that are legally required to be displayed and which must be made available in
gaming venues and the casino in accordance with the Gambling Regulation Regulations 2005. (These were published on 5 August
2009.)
To view the Minister’s Standards – Player Information visit www.vcglr.vic.gov.au
To order the posters, talkers and brochures (Minister’s Standards – Player Information) contact your Gaming Operator
(Tabcorp Holding Limited/Tattersall’s Gaming Pty Ltd).
The following is a summary of the requirements for displaying the Minister’s Standards – Player Information.
Gambling Regulation Regulations 2005
Regulation 16 – Posters
At all times when gaming machines are available for gaming in an approved venue, the Venue Operator must ensure that the
four different versions of posters specified by the Minister for Gaming are displayed evenly, as far as possible, throughout
venues. Player information posters must be displayed so that they are clearly visible to a person standing or sitting in front of an
EGM. The posters must be distributed as follows:
Number of Electronic Gaming Machines (EGMS) in Venue and the Number of Posters Required







15 or fewer EGMs 1 poster only
16–30 EGMs 2 posters not the same
61–75 EGMs 5 posters and no more than 2 of any one type
Regulation 17 – Talkers
At all times when gaming machines are available for gaming in an approved venue, the Venue Operator must ensure that the
four different versions of talkers specified by the Minister for Gaming are displayed evenly, as far as practicable, throughout
venues. The Venue Operator must ensure that the talker is displayed on the gaming machine so that it is clearly visible from the
front of the machine. Talkers may be distributed in accordance with one of the following three options:
Option 1
Each machine to display one of the four options in order (i.e. EGM 1 with talker 1, EGM 2 with talker 2, EGM 3 with talker 3,
EGM 4 with talker 4, EGM 5 with talker 1, EGM 6 with talker 2, EGM 7, with talker 3, EGM 8 with talker 4 and so on).
Option 2
If a venue has four or more clearly identifiable “banks” of machines, talker types can be distributed per bank (i.e. all EGMs in
bank 1 with talker 1, all EGMs in bank 2 with talker 2, all EGMs in bank 3 with talker 3, all EGMs in bank 4 with talker 4, all
EGMs in bank 5 with talker 1, all EGMs in bank 6 with talker 2 and so until all banks have talkers).
Option 3
A Venue Operator may have a completely random distribution if the Venue Operator orders the same number of each type of
talker each time new talkers are released, and distributes them randomly throughout the venue.
Regulation 18 – Brochures
At all times when gaming machines are available for gaming in an approved venue, the Venue Operator must ensure that
player information brochures are available at each cashier area in the approved venue, and that the total number of player
information brochures available must be at least equal to the number of gaming machines in the gaming venue
Pre-Commitment
Pre-Commitment is a harm minimisation strategy the Victorian Government is currently rolling out to the gambling industry. It
requires players to set the amount of time and money they intend to spend on any given gambling session.
When the limits have been reached the gaming machines will be programmed to alert the player; a strategy to help players
make responsible gambling decisions.
Loyalty Schemes and Player Activity Statements
Venues offering a loyalty scheme must provide a Player Activity Statement (PAS) to participating customer's, at least annually.
A Player Activity Statement should include:
customer's name


customer's account/loyalty club number

period of the statement

any time and loss limits set by the customer

each of the following recorded per month of the period of the statement
• hours and minutes played
• total number of days played
• net amount won or lost

statements for the following should be included:• the customer may advise they wish resign from the loyalty scheme at any time
• the customer may set and change, time and loss limits
• the PAS only provides information about play conducted when using the loyalty card
• a day starts at (time) and ends at (time)
• the PAS does not include details of jackpot payments won from a linked EGM – if applicable
• Excessive gambling may cause financial problems for some people
• Gambling Help Service Provider contact details ie: Gambler’s Help Line 1800 156 789
• the PAS is a summary of player activity, a detailed transaction report may be requested
• any fee for a PAS is not more than $20
• the customer may set and change, time and loss limits
• dollar amounts have been rounded - only if the system used does not record cents
• customers should use their loyalty card as instructed to ensure the PAS is accurate
See below for examples of Player Activity Statements
Example No 1
This is an example where the loyalty scheme

records jackpot payments won from playing gaming machines that are part of a linked jackpot arrangement

provider's system records amounts in dollars and cents.
Example No 2
This is an example where the loyalty scheme


does not record jackpot payments won from playing gaming machines that are part of a linked
jackpot arrangement
provider's system records amounts in dollars only.
If a customer doesn't collect their Player Activity Statement within three months
of notification of its availability they must be removed from the Loyalty scheme,
no longer able to participate in it...
Section 4 Interact with customers and the community
When you have finished this section Interact with customers and the community you will understand and have knowledge of............

the role of the Gaming Supervisor

Victoria's Gambling Help Service System

the value of establishing links with local Gambling Help services and organisations

effective complaint resolution procedures

the National Privacy Principles
So what are the responsibilities of the RSG Officer?
By now you should recognise the RSG Officer as the person you expect to know all the ins and outs about gambling in your
workplace, but what responsibilities do they have?
The RSG Officer is the person whose main responsibility is to communicate with a venue's customers and create links with
gambling support services and networks.
It is a requirement of the Victorian Responsible Gambling Code of Conduct for a venue to nominate a person to be their Gaming
Manager/Supervisor/ RSG Officer. This person could be a manager or other staff member who is able to fulfil the responsibilities
of the role.
Each individual venue can determine the role and responsibilities of the RSG Officer however their responsibilities at a
minimum should include:

providing information about the Code and responsible gambling to customers

providing appropriate information to customers with gambling related problems

supporting staff to assist customers with gambling related problems

assisting staff who have gambling related problems
Give appropriate information to customers....
......with gambling related problems.
Staff should know where to find information so when asked by a customer with a gambling problem,
they can provide effective help.
They should know.....

what information is available

where it is displayed

what each document says

where to get it when requested
The Gaming Supervisor's role
The Gaming Supervisor should....

support staff in learning to know where to find information (this may include training staff)

provide information to staff and customers

ensure information provided is current and accurate

complete and provide venue documentation when required

Support staff to help customers with gambling related problems
Staff helping customers should follow the procedure outlined in the section Provide information on the page Respond
appropriately when asked for information.
A customer has come to you concerned they have a gambling problem, this is a serious issue; give them copies of Gambling
Help Service brochures if you are comfortable to do so.
However if you are not comfortable providing the information they need explain you would like to refer them to the Gaming
Supervisor or senior staff member and reassure the customer....
that you will only provide their details to an appropriate person who is able to help them
make sure the customer understands what you intend to do
gives you his/her consent before you go ahead
Having done that, ask your Gaming Supervisor or manager to assist the customer.
The Gaming Supervisor should make sure staff are comfortable coming to them to ask for help...

on behalf of a customer

to get information

with queries about self exclusion programs

with concerns regarding the venue's physical environment

for advice on the venue's financial transactions policies and procedures

for advice on the venue's advertising and promotion policies

because they need advice or guidance so they can help a customer

because they have a problem relating to gambling

Assist staff who have gambling related problems
That's not to say they necessarily have gambling problems themselves, but it can do!
Think about it....
....you work in a great venue, you feel good going to work it's a wonderful place to be, looks good, you enjoy working with the
team and the customers are friendly, you've made some great mates there! 99% of the customers come in have a great time
and go, you've become mates with some of the regulars and miss them when they miss their usual day.......
....but it can be hard distancing yourself from the pain you can see in just a few of them who you suspect or even
know, have a problem controlling their gambling habit.
If that customer's gambling habits are upsetting you, you have difficulty focusing on your work and feel sick or upset about
them, have a chat with your Gaming Supervisor, if the Gaming Supervisor can't help you, he (or she if that's the case) can point
you in the direction of someone who can. Don't bear the brunt of it yourself!
If you have developed a gambling problem, check your staff manual to see if the venue has a system in place to help
you and follow its advice. If there is no information in the manual, make time to chat to your Gaming Supervisor. It is
better to get help quickly, don't leave it till it's too late!
The Gaming Supervisor........

should make staff aware of any information or existing procedures the venue has in place to help them if they have or
develop a gambling problem or gambling related problem

should refer staff to the same Gambling Help Services they would refer customers with gambling related problems to

is responsible for ensuring an affected staff member receives the professional help they need and discusses the options
available with the staff member
Victoria's Gambling Help Service System
Gambler's Help Victorian Gambler's Help Services
...is made up of three significant components

Gambling Help Line

Gambling Help Services

Gambling Help Online
Gambling Help Line
24/7 service- toll free

1800 858 858
Gives people and families of people with gambling related problems access to crisis telephone counselling, information and
possible referral to other gambling related services.
Gambling Help Services
Face to Face Counselling and Support Centres in Victoria Confidential and Free of Charge Counsellors help problem gamblers,
their family and friends with professional advice and support on a wide range of issues including:

Personal relationships

Domestic violence

Crisis debt management
Take time to check out the services offered by the Gambling Help Service and make a note of the services offered by Lifeline and
Gamblers Anonymous.
Make a Note of the contact details of services in your area.
Metropolitan Gambling Help Services
Gambling Help East Metropolitan Service - Provided by EACH Social & Community Health

1300 131 973
Gambling Help Inner Metropolitan Services - Provided by The Salvation Army

(03) 9653 3250
Gambling Help Northern Metropolitan Services - Provided by Banyule Community Health Service

(03) 9450 2000
Gambling Help Southern Metropolitan Services - Provided by Bentleigh Bayside Community Health

(03) 9575 5353
Gambling Help Western Metropolitan Services - Provided by ISIS Primary Care

(03) 9296 1234
Regional Gambling Help Services - Page 1
Barwon Gambling Help Service Provided by Bethany Community Support (03) 5278 8122
Gambling Help Central Victoria - Provided by Goulburn Valley Community Health Service (GOL) & Mitchell Community
Health Service (MIT)

(03) 5823 3200 (GOL)

(03) 5874 5555 (MIT)
Gambling Help Grampians - Provided by Child and Family Services
Ballarat (BAL) & Relationships Australia (Victoria) (VIC) & Grampians Community Health Service (GRA) & Wimmera Uniting Care
(WIM)

(03) 5337 3333 (BAL)

(03) 5337 9222 (VIC)

(03) 5362 1200 (GRA - Horsham)

(03) 5358 7400 (GRA - Stawell)

(03) 5382 6789 (WIM)
Gambling Help Indigenous Services Gambling Help Service - Provided by Victorian Aboriginal Health
Service

(03) 9575 5353
Other Community Services Available Gambler's Anonymous
24/7 service/toll free

1800 002 210
Life Line
24/7 service

131114
Gambling Help Online Gambler's Anonymous
24/7 service/toll free

www.gansw.org.au
Life Line
24 hour service

www.lifeline.org.au
Gambling Help online
Online help 24/7. Is a national website offering professional counselling and email support. On this website you can also find
information self-help tools to help identify and deal with problem gambling

www.gamblinghelponline.org.au
Problem Gambling online
Online help 24/7

www.problemgambling.vic.gov.au
Multicultural Gambling Help Online Multicultural Gambler's Help Program
(Centre for Culture, Ethnicity & Health)
Online help 24/7

Brochures available in different languages

www.ceh.org.au/mghp.aspx
Refer customers in serious and immediate crisis (eg. contemplating suicide) to LifeLine, your Gaming
Supervisor should advise you case by case.
You can download examples of the
VCGLR's Gambling Help Services posters, EGM Talkers
and brochures here
however to produce them or to have them produced please
download them directly from the VCGLR website.
Create links with the local community help services and organisations
All gambling venues are required by the Code of Conduct to make contact and develop effective links with their local gambling
help service organisations.
This requirement could be met by the Gaming Supervisor or senior management regularly contacting support services by:

email

face-to-face meetings

attending seminars or conferences with support service staff
We cover some of the benefits you will get from developing good relationships with local help service providers here.
They will help...

when a customer brings a gambling related problem to your attention

when a customer wants to enter a Deed of Self-Exclusion effectively prohibiting themselves from gambling at your venue

when a customer wants to be excluded from other venues

when you identify that a staff member has gambling problems

when you identify that a staff member is experiencing problems (eg depressed) as a result of working in your venue
And they will work with you to....

run training sessions for your staff

explain the counselling and support services they offer to problem gamblers, their families and staff at the venue.

promote responsible gambling at community and venue events and activities
It's as easy as 1, 2, 3....
Create links with local service providers
The Gaming Supervisor will do this, but it is good for everyone to understand how to establish these links.
The Gaming Supervisor will telephone the gambling help service provider closest to your venue.
The Gaming Supervisor will advise the help service provider, of their name and contact details and answer any questions they
may have about the venue and services provided at the venue.
The Gaming Supervisor may also give the name and contact details of an alternative venue contact.
The Gaming Supervisor will organise a meeting with the customers and staff so the provider can explain the help and support
services they offer. Simple
Effective complaint resolution procedure
Helping a customer with a complaint
What type of complaint is it?
Most gaming venues also offer other services such as the provision of food and beverage and in fact, belong to
both the Gambling Industry and the Hospitality Industry. It is inevitable that from time to time a customer will
come to you or another staff member with a complaint, the way to deal with a complaint is pretty standard
across all industries.
However if the complaint is about the Responsible Gambling Code of Conduct (Code) or Self-Exclusion
Program (SEP) it must be reported to the VCGLR.
So when you receive a complaint if it's about the Code or the SEP, the customer should be provided with the
contact details of the Clubs VIC Code Office if your venue has adopted the Clubs VIC Code and Sep. For AHA
members the complaint should be put in writing and sent to the venue manager.
Is your venue a respondent to AHA Vic or Clubs VIC?
It should be mentioned in the Staff Information Kit or the venue's policies and procedures, but if you don't know who
your venue responds to you can find out by asking venue management, the Gaming Supervisor or by checking the
VCGLR web site, it lists your venue and the Code of Conduct and SEP your venue has chosen to adopt.
Clarify - what is the complaint about?



Treat every customer complaint respectfully, politely, carefully and with sincerity...
Clarify the details of the complaint, (is it about staff service? then it's a venue concern, if it's about the
Code or SEP then it has to be reported to the VCGLR)
Ask your customer questions about their concern

Don't forget to make eye contact

Repeat back the details of their complaint to confirm you understand them

Thank them for bringing their problem to you

Seek advice or guidance from your Manager or Gaming Supervisor

Observe your customers right to privacy
Resolve the complaint
Complaint about service...

Wherever possible resolve the complaint yourself quickly and politely

Suggest one or more alternatives, include the customer in finding the appropriate resolution

If you're unable to resolve the issue refer the complaint to an appropriate senior staff member and advise
the customer accordingly
Complaint about the Code or SEP...


Refer the complaint to the Gaming Supervisor
The Gaming Supervisor may refer the customer to the AHA or Clubs VIC Code Office, by providing the
contact details
It may be appropriate for the Gaming Supervisor to refer the complaint to an external organisation such as the
Victorian Commission for Gambling and Liquor Regulation (VCGLR), if this was to be done the customer would
need to be advised
Always check your venue's policies and procedures before taking action!
Provide the Contact Details of the Code Office Clubs VIC respondents can refer customers to
the:
Clubs VIC Code Office

Ph: 03 9349 2909

Freecall: 1800 641 503
AHA Vic respondents can refer customers with complaints they have been unable to resolve to the:
Institute of Arbitrators and Mediators Australia (IAMA) www.iama.org.au to download a Dispute Resolver form . This
is not a free service and can be expensive, people with complaints are encouraged to resolve their complaint with
the venue.
Let the customer know how the complaint is to be resolved
In all cases,

The customer should be advised as quickly and politely as possible how their complaint will be resolved

Explain the reasons behind this approach

Ensure the customer understands and accepts the resolution
What do you do if the customer isn't happy with the resolution?

Explain to the customer how they can appeal a resolution (particularly if they are not satisfied with the
resolution offered)

The customer may be given the contact details of the VCGLR if they remain unhappy with an offered
resolution - i.e. phone 1300 182 457 or email [email protected]
Record the complaint
In the Incident and Complaints Register record....


Every complaint
All actions taken in relation to the complaint (include how you let the customer know what their options are
to appeal a resolution if they are unhappy about it)
You can print out a copy of the VCGLR's publication:
'A Guide to making a Complaint about the Conduct of Gambling' for your customers by clicking
here
The Privacy Act and National Privacy Principles
The Privacy Act
'The Privacy Act' regulates the way in which personal information can be collected, the accuracy of the information, how it's
kept secured, how it's used and disclosed. It also provides rights to individuals to access and correct the information
organisations and government agencies hold about them.
To help venues and businesses follow the Privacy Act it is stated that all dealings with customers are in accordance with the
'National Privacy Principles'.
National Privacy Principles
1.
Collection
2.
Use and disclosure
3.
Data quality
4.
Data security
5.
Openness
6.
Access and correction
7.
Identifiers
8.
Anonymity
9.
Transborder data flows
10. Sensitive information
For a full review of each privacy principle download the Private Sector Information Sheet1A – National Privacy Principles
Recording Incidents and the Incident Log
Recording incidents
When an incident has occurred in your venue it's in everyone's best interest to document what has happened in detail as it may
need to be referred to later.
Incident log
Each venue should have an incident log; this may be pages in your Responsible Service of Gambling Folder, in a separate
book or specific file in the computer. All incidents should be recorded straight after it has happened when the information is
fresh in your mind. The incident log should be kept in the same place at all times and the staff should always be able to access
it when needed.
What information should be included in the log?
Depending on your venue, you may have an incident log that includes a list of what needs to be included or a book which is
used for incidents and complaints only.
When recording an incident you should:

state what happened

record the specific time, date and location it occurred

include the names of all people involved including staff and witnesses

keep any potential evidence such as receipts, documents, vouchers, photo's brochures, etc
Incidents should be followed up as soon as possible and any complaints that need to be reported to the VCGLR should be
done promptly.
False or misleading information.
It is important that all information about a complaint is true. Providing false or misleading information to
the VCGLR is illegal.
Section 5 Exclusion provisions
When you have finished this section Self Exclusion Program and Pre Commitment you will understand and
have knowledge of............

Legislation and Ministerial Directions for Self-Exclusion Program requirements

Self-Exclusion Programs (SEPs) and how they work

what Pre-Commitment means and how it's implemented

recognising possible signs of problem gambling

your role as a staff member of a gambling venue

what you should not do when helping a problem gambler

detecting and managing strategies of Self-Exclusion

what gambling help information should be provided to a customer with a gambling problem

the meaning of a multi venue exclusion

the legally binding nature of self-exclusion

how long an exclusion is valid

what the penalties are for a licensee who allows a self-excluded person to gamble
Legislation and Ministerial Directions for Self-Exclusion Program
As discussed in previous sections providers of gambling products in Victoria are required by legislation to adopt and comply
with a VCGLR approved industry relevant Responsible Gambling Code of Conduct. If the provider is a gaming venue it is also
mandatory that they adopt a VCGLR approved Self-Exclusion Program (SEP).
The requirement to adopt a SEP applies to all gaming venue operators, the program is a service offered to individuals who wish
to exclude themselves from the gaming rooms of Victorian clubs and hotels. Self-Exclusion Programs must comply with the
Gambling Regulations Act 2003 and with the Ministerial Directions for Self-Exclusion Programs.
The essence of the Self-Exclusion Program is to help minimise harm from gambling. To ensure a
customer...
 who wishes to exclude themselves from a gaming room may do so when and as they choose
 is fully and accurately informed of the Self-Exclusion process
 understands the Self-Exclusion process
 receives contact details of Gambling Help Service providers
....before they make a decision to Self-Exclude and to ensure the decision they make is an informed one.
What is a Self-Exclusion Program?
It's a program available to gaming venue customers who choose to commit themselves to be restricted from having access to a
gaming area or areas, of a venue or a number of venues.
Self-Exclusion doesn't necessarily mean the customer is restricted from entering non gambling areas of the venue, in fact SelfExclusion Programs will often allow continued access to restaurant and sporting facilities of the venue.
Someone entering a Self-Exclusion Program will sign a legal document called a Self-Exclusion Deed.
The Deed is a legal document - entered into by an individual committing to exclude themselves from said gambling areas of
specified venues. It is important to note that a Self-Exclusion Deed does NOT include the venue/s from which the individual is
excluding, AHA Victoria or ClubsVIC, although they may be mentioned, they are NOT parties to the Deed.
Did you know that between the years of 1997 and 2009 the AHA alone arranged 5,120 Self Exclusion
Deeds and that they execute an average of 100 Deeds per month?
What is PreCommitment?
A new initiative introduced in Victoria 2010 to help existing strategies minimise harm from gambling; where a customer is able to
set limits on the time and money they spend on gambling activities.
Pre-Commitment is also voluntary however, unlike a Self-Exclusion Program, it is not a legal deed entered into by the customer.
Pre-Commitment relates particularly to the playing of Electronic Gaming Machines (EGMs), customers are encouraged to set a
limit on the amount of time and money they spend during a session of play and are able to track the time and money spent on
the Player Information Display (PID) screens of any EGM at any time.
It is expected that in time EGM's will be equipped with a system in which the player can enter their
predetermined limits into the EGM and that the EGM will alert the player when the predetermined limits
have been met.
Make sure you keep up to date with Pre-Commitment strategies, how they are implemented, managed
and governed; it's a new and evolving requirement for gaming venues to offer their customers PreCommitment options.
The process of Self-Exclusion flow chart
The process for Self-Exclusion varies according to the SEP adopted by the venue you work in.
There are currently two VCGR approved Self-Exclusion Programs available in Victoria, they are:

Australian Hotels Association (Vic) Self-Exclusion Program and

The ClubsVIC Self-Exclusion Program
If your venue adopted the AHA Vic's SEP then the process a customer of yours will follow will look very much like the flow
chart below. ClubsVIC has a similar process, but it has subtle differences, you should check your venue's procedures for SelfExclusion to make sure you follow the rules relevant to your place of work.
When you follow the learning activity on the next page you will be guided through the features of a Self-Exclusion Program
(SEP).
Don't forget that you can increase the size of the text on your screen by increasing the magnification using
the zoom level at the bottom of the window or pressing Ctrl and rolling the wheel of your mouse.
Features of the Self-Exclusion Program
There are currently two VCGLR approve Self-Exclusion Programs (SEPs) in use in Victoria,
they are:1. Australian Hotels Association (AHA Vic) Self-Exclusion Program
2. The ClubsVIC Self-Exclusion Program
Although they are different, they both meet the requirements set out in the Ministerial
Directions for Self-Exclusion Programs, that is, that a Self-Exclusion Program must address
the following points:1. administration of a Self-Exclusion Program, that it meets the requirements of the Act, Ministerial
Directions and is approved by the Commission
2. the SEP is a simple and easily implemented process for self-excluding from one or a number of
gaming venues. It provides the steps a person needs to take to self-exclude, to vary or revoke the
exclusion
3. the duration of the exclusion and how it can be extended or revoked
4. how customers are made aware of the availability of exclusion programs and what information is
provided to them
5. processes to identify those who are self-excluded, detect and manage breaches of self-exclusion
6. staff training
7. support services availability and liaison plan
8. maintenance of records of exclusions, deeds executed, breaches, revocations and the process
for collecting, retaining and providing this information to the Commission
9. review of the self-exclusion program
10. provide a complaints process
SEP Administration It is the responsibility of the VCGLR to ensure that gaming venues
operate with an approved Self-Exclusion Program and that the program:-



Meets the requirements of the Gambling Regulation 2003 Act
Complies with the Ministerial Direction for Self-Exclusion Programs and any other relevant
Ministerial Direction
Is approved by the VCGLR
Note: The AHA Victoria administers the Australian Hotels Association - Victoria
SEP and ClubsVIC administers The ClubsVIC - SEP.
Individual Gaming Venues choose the SEP most relevant to their needs and must formally advise
the VCGLR and either AHA or ClubsVIC (whichever is applicable) which program they have chosen
to adopt
Process for Self-Excluding Any SEP approved by the VCGLR must include:


Details of the process for self-exclusion
The steps to be taken for a person to voluntarily self-exclude, to revoke their decision to selfexclude and to vary the terms of the self-exclusion

The self-exclusion process must be simple and easy for a person to complete

The process must ensure a person can also choose to exclude from another venue/different
SEP, simply and effectively
Self-Exclusion Duration The SEP must identify how long the self-exclusion will
last and how that period can be extended or revoked.
Self-exclusions must be between 6 months (at minimum) and 2 years (maximum)
in duration
Providing information to customers A venue's SEP will describe:-

How its customers will be advised of the availability of the Self-Exclusion Program

How information about the Self-Exclusion Program is made available to customers
Identifying Breaches of Self-Exclusion The SEP must outline how the venue will:-

Identify individuals who have entered into a Self-Exclusion Program

Prevent those individuals from entering areas of exclusion



Advise staff what measures they can take to prevent an excluded person entering areas of
exclusion
Detect a self-excluded person in an area of exclusion
Advise staff how they are to respond when a self-excluded person has been detected in an
area of exclusion
All procedures must accommodate the self-excluded person's right to privacy and
to be treated with dignity.
Staff Training A SEP will detail the training a venue must make available for its staff to
ensure they are able to:-

Understand what a SEP is and how it works

Help customers wishing to self-exclude or wanting information on the process of self-exclusion

Identify self-excluded people

Appropriately manage self-excluded customers
Support Services An important factor in the implementation of an effective SEP is
to ensure individuals seeking exclusion receive the professional support and
advice they need which is freely available from Victorian Gambling Help
Services.
A SEP must describe how a venue will liaise with local Gambling Help Services:-

Detail how regular contact will occur

Develop agreed protocols to facilitate

Referral of venue customers

Enhancements and improvements of the venue's SEP
Record Maintenance A SEP will provide details describing the records to be kept and how
they will be managed. Records should include the number of:-



Self-Exclusion Programs entered into
Self-Excluded individuals detected breaching the conditions of their exclusion (including data
on repeated breaches)
Self-Excluded individuals who revoke or extend their exclusion
And describe how this information is collected, retained and provided to the Commission.
How the above data is recorded and maintained must be in a format which allows
the Commission to effectively monitor an individual's compliance with their Self-
Exclusion Program.
It must also protect the privacy of individuals who have self-excluded.
Venue staff are responsible for maintaining this information at venue level,
however the AHA Vic and ClubsVIC as administrators of the SEPs are
responsible for collating the information and providing it to the VCGLR.
Reviewing a SEP's effectiveness The operation and effectiveness of SEP's must be reviewed
on a regular basis and the following points should be covered in the SEP:-

How often the SEP will be reviewed

What criteria will be used

How input is collected from self-excluded customers and gambling help support services

Who will receive copies of the findings of the review
This process is administered by the AHA Vic and ClubsVIC, but relies upon information provided by
individual gaming venues.
Complaint Resolution The SEP should describe the procedure for resolving customer
complaints about the operation of a Self-Exclusion Program.
The procedure must:-

Specify how to make a complaint

Specify how information is collected and retained

Ensure the Commission can effectively monitor the venue's complaint processes
Gaming Venues must participate in this process which is overseen and to a large extent managed
by AHA Vic and ClubsVIC who rely on information provided by the venues.
Did you know that a person wishing to enter into a Deed of Self-Exclusion can decide
how long they want to exclude themselves from gambling? The only limitation is that it
meets the minimum and maximum duration requirements for a SEP.
Becoming aware of a customer's gambling problem
Venue staff, management and the Gaming Supervisor may be alerted to the fact that a customer has a gambling problem in one
of three ways.

The customer approaches a member of staff requesting help or to be excluded

A family member or person close to the customer may approach a staff member to advise they are worried that the person
has a gambling problem

A staff member may report to management or the Gaming Supervisor that they believe a particular customer is displaying
signs of having a problem with gambling.
The fact that someone has asked for information on Self-Exclusion is significant. To ask for 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. The best way for you to help is to give
the person brochures for Gambling Help and Support Services and/or refer them to the venue's Gaming Supervisor.
Recognise signs of problem gambling
Recognizing signs of a possible gambling problem
Introduction It is by no way as easy to recognise a problem gambler by their appearance as it is to recognise an
intoxicated or drug affected person. However that's not to say that you are not able to observe indicators in a
person's behaviour which can point to a possible gambling problem.
You need to be careful when observing people gambling, don't jump to the conclusion that someone has a
problem if you have only occasionally seen them display one or a number of these signs.
It may be reasonable to be concerned if the level of their behaviour is extreme in which case, refer them to the
RSG Officer for advice and guidance.
Faulty Cognition
The customer seems confused, uncertain and finds it difficult at times to understand what you are
saying to them. They don't have a realistic idea of their chances of winning a major prize


Loss of control
But you never know how aggressively a customer who has lost control can behave. The customer has
been observed losing control by staff, family and close friends. They have seen them....

Threaten to cause harm to other people and to themselves

Sell valuables to pay for gambling

Behave aggressively toward property (kicking and lashing out at the pokie machines)

Chasing their losses (trying to win back money they have lost)
Losing control You could expect the loss of control to show itself in the following ways. The customer
tells people they...

Are unable to control the urge to gamble

Have tried unsuccessfully to stop

Are spending far too much time gambling

Need to bet increasing amounts of money to get the same feeling of excitement
Negative impacts The customer has told people, you, staff and other customers that their gambling habit has caused
negative impacts on their lives. They have....

Lost a special relationship as a result of their gambling

Lied to people to hide the fact that they gamble

Lost a job because of their gambling behaviour
Third party advice
Staff, family and close friends of the customer have said....

The customer is gambling and neglecting their responsibilities (such as picking up children after school)

Has been 'scamming' or trying to 'scam' money from family, friends and other customers to pay for gambling
Levels of intoxication
You have noticed that the customer is often drunk or influenced by drugs when gambling.
Depressed and suicidal
You have observed the customer looking depressed and have heard that the customer has told people in the venue they are
considering committing suicide to free themselves from their addiction to gambling and the grief it's causing in their lives
Playing multiple machines
You and other staff have noticed the customer playing several machines or gambling products at one time.
Signs of remorse
The customer is telling staff and other customers that they...

Feel guilty and deceitful about their gambling

Have lost all the grocery money for the week and are unable to pay household bills

Has offered their belongings to people for sale or reported selling valuables to fund their gambling habit

Are borrowing money so they can afford to live

Are unable to meet their loan repayments because they have spent their money on gambling

Rely on their family and friends to pay their debts for them

Have committed crimes

To get access to money to gamble or

Acts of violence against others (including domestic violence)
Your role as a staff member of a gambling venue
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!!!
It's not easy and it's 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
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

treat the customer with respect

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 local Gambling Help services and the name of your Gaming Supervisor

ask the customer if you can refer them to the Gaming Supervisor and do so if they give you permission

advise the Gaming Supervisor 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 wherever 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....

don't project your own beliefs about gambling onto your customer, it's 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're 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 themselves
don't gossip about the customer's gambling habits or behaviours with other staff, customers or members of the general
public
What gambling help information should be provided....
You will find it useful to have on display or ready to give to customers, copies of information, table talkers, machine talkers,
brochures and flyers produced by the VCGLR, make sure there are plenty of supplies available for customers. We have provided
current copies which are available below. These will change from time to time so check out the website www.vcglr.vic.gov.au to
find out what ones are relevant when you need them.
Remember you must have as many talkers, flyers and brochures as machines in the venue.
Click on the images for a closer view...
DL Three Fold Brochures
Posters and EGM Talkers
Detecting and Managing Breaches of Self-Exclusion
Identify and Manage Breaches of Self-Exclusion
Introduction
We mentioned earlier that a SEP must outline how the venue will:-



Identify a Self-Excluded Person - identify customers who have entered into a Self-Exclusion Program
Prevent Entrance - prevent those customers from entering areas of exclusion
Take Reasonable Measures to Prevent - provide advice to staff about what measures they can
reasonably take to prevent an excluded customer entering areas of exclusion

Detect Self-Excluded Person - provide details of the process for detecting a Self-Excluded customer in an
area of exclusion

Self-Excluded Person Detected in No Go Area - provide staff details of the procedure adopted when a
self-excluded customer has been detected in an area of exclusion
We also noted that - All procedures must take due regard for the privacy and dignity of the individual who has
self-excluded.
Pg12
Identify a Self-Excluded Person - Keep Yourself Up-to-Date
Whether you work in a Club or a Hotel there will be someone whose responsibility it is to maintain the Register of
Self-Excluded Persons this may be available as a printed copy and/or online and should be located in a secure
area, off limits to the general public.
It is your responsibility to make sure you keep yourself up-to-date with who is and who is no longer excluded from
gaming areas of your venue. A good idea is to check the Self-Excluded Person’s Register every time you start
your shift.
Remember a Self-Excluded customer’s
personal information is private and MUST be kept secure; you cannot print off, copy or dent someone’s personal
information, carry it around with you or show it to non gaming staff or customers
Identify a Self-Excluded Person
If you notice a customer you think has Self-Excluded approaching (and looking like they intend to enter) a gaming
area you should notify your RSG Officer immediately.
The RSG Officer will confirm the identity of the customer using any or a combination of the
following:-








Check the Self-Excluded Persons Register
Ask the customer for their name
Confirm if anyone, staff or customer, recognises them
Check if they recognise the customer
In the identification process the RSG Officer may:Broadcast a request over the public address system asking the customer to come to reception
May discretely ask the customer their name when providing refreshment or other service
Discretely approach the customer as they move around the venue, to ask their name
Prevent Entrance
The identity of the customer has been confirmed, so the RSG Officer will then:-







Take immediate, discrete action using reasonable measures to prevent the customer entering the gaming
room
Record the incident in the Responsible Gambling (Incident) Register making sure to include the:
Customer's name
Date and time of breach
Action taken
Who took the action
If the venue is a Club an Employee Feedback Form will be completed and a copy sent to The ClubsVIC
Code Office, or recorded on ClubsVIC's online database
Take Reasonable Measures to Prevent
What would be considered a reasonable measure to ensure a Self-Excluded customer doesn't enter an
excluded gaming area?



Ask the customer to come to a quiet place away from other customers so you can remind them what their
exclusion order means they can and cannot do
Use the public address system to ask the customer to visit reception
Ask them if they would like a copy of gambler's help information and give them the contact details of the
local gambling help service provider.
Detect Self-Excluded Person
Be vigilant, if you think you have detected a Self-Excluded person in the gaming room make sure you know how to
confirm that the customer is who you think they are. Keep your knowledge of who is Self-Excluded up to date
reacquaint yourself with the Register of Self-Excluded Persons at the beginning of each shift.
If you think you notice a Self-Excluded customer in the gaming area:-




Double check the register, take special note of the photos
Discretely ask the customer for their name and check it against the list of excluded people
Try to recall if you know the customer
Ask someone else if they know the customer
Self-Excluded Person Detected in No Go Area
Know what to say and do if an excluded person is detected in an excluded area and know how and when to take
action.
It has been confirmed that the customer has a current exclusion order in place and should not be in the gaming
area, what should be done?
Following is a list of options which could be tried:Approach the Self-Excluded customer, remind them of their Self-Exclusion and:-

Suggest that they leave the area




Go to the bar, cafe or restaurant for refreshment
Offer to call a taxi, a friend or a Gambling Counsellor
Ask if they would like to use the venue phone
If they do not leave when using these gentle approaches try the following:Insist they leave the gaming area

Let them know that if they don't leave the gaming area the RSG Officer may call security or the police
and ask to have them removed
If the customer still won't leave the area after the above actions have been taken, as a last resort
security or the police may be asked to remove the customer from the gaming area.
Record the Breach for Venues responding to the AHA SEP
Any action taken against a Self-Excluded customer MUST be recorded.
In venues responding to the AHA Self-Exclusion Program any breach must be reported in the Responsible
Gambling Register and must record:-






Customer's name
Ate and time of breach
Action taken
The name of the staff member who took the action
And venue staff responsible for the customer loyalty program and/or venue marketing must remove the
customer's name from their mailing list.
Breaches are reported to the AHA Self-Exclusion Office.
Record the Breach for venues responding to The ClubsVIC SEP
Any action taken against a Self-Excluded customer MUST be recorded.
In venues responding to The ClubsVIC Self-Exclusion Program any breach must be reported in the Responsible
Gambling Incident Register and complete an Employee Feedback Form:The breach will also be recorded on The ClubsVIC Self-Exclusion online database, or a copy of the Employee
Feedback Form should be sent to The ClubsVIC Self-Exclusion Office.
The Office will then take appropriate action to:




Advise other venues from which the customer is excluded
Advise other SEP administrators
Advise the customer the breach has been detected
Provide the details of Gambling Help Service providers available in the customer's local area
Inform Gambler's Help Services of the breach (if the customer has provided prior permission to do so)
So Remember....



Identify a Self-Excluded Person keep up-to-date with who is and who is not currently Self-Excluded, scan
the photos
Prevent Entrance - prevent those customers from entering areas of exclusion, use discretion
Take Reasonable Measures to Prevent - know what you can do to prevent a person entering an excluded
area

Detect Self-Excluded Person - be vigilant and know how to confirm that the customer is who you think
they are

Self-Excluded Person Detected in No Go Area - know what to say and do and know how and when to
take action
Penalties for Breaching SEP
What are the penalties for breaching a Self-Exclusion Order?
A venue which allows a Self-Excluded person to play an EGM is breaching the provisions of
Self-Exclusion and can be fined.
Penalties for a licensee
A licensee who does not take reasonable steps to prevent an excluded person from playing an EGM within the venue can receive a
penalty of in excess of $33,000 under section 7.4.17 Self-exclusion order; of the Act.
Section 6 Physical environment
When you have finished this section Physical environment you will understand and have knowledge
of............

the general features which create a safe and supportive gambling environment

how to recognise the signs of intoxication

the Gambling Supervisor's role in ensuring the venue offers a safe and supportive gambling environment

your role in creating a safe and supportive gambling environment
Features of a safe and supportive gambling environment
Not all measures used to create a safe and supportive gambling environment are of a physical nature, some of them are
the things we do.
For example the Gaming Supervisor, staff and management will....

create links with local Gambling Help Service providers

seek the professional advice and services of Gambling Help Service providers

support the role of the Gaming Supervisor and similar roles performed by other venue staff

be able to provide information about....
- Gambling Help Services
- Self-Exclusion Programs
- Complaint resolutions
Clearly the actions of all staff help create a safe and supportive environment.
We discuss the physical features which also contribute to a safe and supportive environment next......
Create a safe and supportive gambling venue....
....by introducing these features and practices into the physical environment.
Features and practices of a safe and supportive gambling environment Position equipment appropriately
ATMs, EFTPOS devices and change machines should not be positioned in gambling areas
The environment should be safe for customers all the time
Regular safety audits should be carried out, to ensure work practices protecting customer safety are maintained.
Minors are prohibited from gambling
Staff should prohibit minors from gambling ensuring minors are not permitted in designated gambling areas.
Minors are prohibited from designated gambling areas
Signs advising customers that minors are prohibited from designated gambling areas should be clearly displayed.
Alcohol service encourages customers to take breaks in play
To encourage customers to take a break, venues should consider

Requiring alcoholic drinks to be purchased from the bar

Not to offer discounts on alcohol to customers who are gambling
Intoxicated customers and Responsible Service of Alcohol
Intoxicated customers should not be permitted to continue gambling.
All venue staff should be trained in the Responsible Service of Alcohol. This training will assist staff in the early detection of the
signs of undue intoxication
Venues offering child care
Facilities must provide safe, suitable standards of care in accordance with the relevant child care legislation.
Do not encourage gratuities
Staff working in gambling areas are not to encourage gambling customers to give them gratuities (tips). Venue staff should be
trained in methods to politely decline offers of gratuities from gamblers.
Make customers aware of the passage of time
Venues should implement practices to ensure customers are aware of the passage of time. Gambling areas should have clearly
visible locks and where possible, plenty of natural light.
Discourage extended and repetitive play
Venues should implement practices to discourage customers from extended, intensive and repetitive play.
A combination of methods should be used to encourage players to take breaks in play such as:

Offering tea and coffee in another room

Not having drinks service in the gaming area
Also, it should not be possible to wedge cards into gaming machine buttons so that the wheels spin continuously without the need
for the button to be pressed for each spin.
Recognising unduly intoxicated people
It is an offence to allow an intoxicated person to gamble or to play on the pokies!
Most gambling environments are also environments in which alcohol is served. It is likely that you will have a dual role working
at times behind a bar and at times in the gaming room. If you work behind the bar or serve drinks you must have a Responsible
Service of Alcohol certificate, in which case you probably already know the signs to look for when considering if a customer is
intoxicated. But did you know that you are not allowed to serve drinks to customers whilst they are sitting at and playing the
pokie machines?
If you don't work behind a bar or serve drinks but do work in a gaming room you may not knowingly allow a customer to play a
gaming machine in a state of intoxication! You need to know how to identify a customer who is intoxicated.
Ask to see your venue's policies about the service of alcohol to customers playing at EGMs.
How can you spot a customer who is unduly intoxicated and needs to be regulated or removed from the premises?
Careful observation and common sense are needed to assess whether your customers are intoxicated or are becoming
intoxicated.
As intoxication starts from the first drink, some people may not look intoxicated until they become unduly intoxicated.
Signs of slight intoxication

The customer becomes more vocal and confident

Reactions slow down

Customer becomes very merry

Inhibitions become relaxed

Judgement becomes impaired
Signs of obvious intoxication
Difficulty standing up
Spilling drinks
Unconscious after consumption
Becoming aggressive or violent
Dropping money
Confusion when talked to
Becoming agitated or argumentative
Throwing up
Fumbling with change
Becoming loud and disorderly
Clumsiness
Swaying when standing
Not coordinated enough to light a
cigarette
Crude behaviour after drinking
Drinking faster
Annoying other customers
Bumping into furniture
Staggering when walking
Rambling when speaking
Slurring speech after consumption
Falling down
Strong smell of alcohol from breath
Asleep at the table
Being over friendly with staff and
customers
Making sexual advances to other
customers or staff
Glassy eyes, loss of eye contact,
lack of focus
Wanting to dance on the table after
drinking alcohol
Loosening up
Relaxed
Wobbly
Legless
Memory loss
Coma
Be very aware
Is the customer drunk, drugged or disabled?
Many of the signs of intoxication are also characteristics of some forms of disability. Common sense should be used when
judging whether someone is disabled or intoxicated. For instance if someone is displaying signs of intoxication combined with a
strong smell of alcohol, then it is likely they are intoxicated - if there is no obvious alcoholic smell, it is possible they have a
disability!
Do not discriminate against disabled patrons. The law states that people with disabilities must be given equal opportunity to
access all social and cultural activities.
Someone who has taken illegal drugs may also show signs of 'intoxication'. The effect of drugs on the body looks very like the
effect of alcohol. It is illegal for customers to take drugs in your venue or on the premises. If you have a customer who is not
drinking alcohol but starts to show signs of being unduly intoxicated then they may have been taking drugs.
Things to check for in this instance could be:

Making sure they are not disappearing to the toilet on a very regular basis.

Check that they are not going outside on a regular basis

Be aware of any strong smell of marijuana on the customer or in the premises
When dealing with all customers, regardless of whether they are sober, drug affected or intoxicated they should be treated with
care, sensitivity and tact.
Did you know?
Fact 1. Women become intoxicated more quickly than males.
Fact 2. Women reach the legal driving limit more quickly than men.
Fact 3. Women take longer to recover from the effects of alcohol than men.
Anyone can develop a ‘tolerance’ to alcohol; they may drink more than the average customer and not feel the effects as much.
This makes no difference to their BAC; it can be more dangerous however as they consider they are more sober than they are
and may believe they are in control and able to safely complete the basic tasks of living, such as getting in behind the wheel of
a car and driving home.
5 stages of intoxication
1. CONFUSION when talked to
2. SWAYING when standing
3. STRONG smell of alcohol from breath
4. ANNOYING other customer
5. ASLEEP at the table
It can be more dangerous however as they consider they are able to safely complete the basic tasks of living, such as getting in
behind the wheel of a car and driving home
Drink or Drugs
Is that person intoxicated or on drugs?
Someone who has taken illegal drugs may also show signs of 'intoxication'. The effect of drugs on the body looks very like the
effect of alcohol. It is illegal for customers to take drugs in your venue or on the premises. If you have a customer who is not
drinking alcohol but starts to show signs of being unduly intoxicated then they may have been taking drugs.
Things to check for in this instance could be:

Making sure they are not disappearing to the toilet on a very regular basis.

Check that they are not going outside on a regular basis

Be aware of any strong smell of marijuana on the customer or in the premises
When dealing with all customers, regardless of whether they are sober, drug affected or intoxicated they should be treated with
care, sensitivity and tact.
The role of the RSG Officer...
The RSG Officer should ensure....

They provide customers and staff with advice and information explaining the features and practices adopted by the venue
which are 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
Pre-Commitment, Self-Exclusion 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
Your role as a staff member of a gaming venue
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 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 Gaming Supervisor 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 Gaming Supervisor
or according to venue procedure


Ensuring you refer serious complaints and queries made by your customers to the Gaming Supervisor

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 Gaming Supervisor
Acceptable forms of documentation to prove age
Only these five kinds of proof of age are currently acceptable in Victoria.
• passport (any authentic passport)
• Victorian driving licence
• Victorian learner's permit
• proof of age card
• KeyPass card
Section 7 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
Credit
Did you know that if your friend, brother, sister, spouse or child came to you during your work hours in the gaming room and
asked to have or borrow $10 so they can play the pokies, that if you gave it to them you could very well be charged for making
a loan or extending credit to that person to enable them to gamble and you could be fined a penalty of $8,450.40?
If you saw a dollar coin on the floor and picked it up to give it to one of your regular players - you clould also be fined!
So Never Never Ever hand money over to another person from your wallet or purse when you are at work, not for any reason!
Financial Transactions in a gambling venue
ATMs - Hotels, Pubs, Clubs - you may NOT have one
Since the 1st July 2012 you may NOT have an ATM or other Alternative Cash Access Facility on your property if
you are a hotel, pub or club.
You cannot have or allow another person to have, a facility to provide access to cash:

Within your venue

On an exterior wall of your venue

On any land or carpark owned or leased by your venue or venue operator.

Exemption conditions

Venues may apply for exemption if they meet certain conditions. They must apply for exemption using the
application form on the VCGLR website. Exemption conditions include:

The venue does not reside within the Melbourne Statistical Division

There is no reasonable access to alternative cash facilities

The community would suffer hardship without the approval

All criteria specified in the Ministerial Direction dated 7 March 2011 are satisfied
ATMs - Restrictions for Casinos and… ...Racecourse gaming venues
Since the 1st July 2012 if you are a casino or a gaming venue located within a racecourse you may NOT
have an ATM or other Alternative Cash Access Facility within:

The gaming area or

50 metres walking distance of the entrance to a gaming machine area or casino
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 no cheques may be paid unless the customer has made prior arrangements
to do so

Cheques *up to $400 per day

Cheques paid from the venue operator to the customer for winnings over $1,000 may not legally be cashed
by the venue

Make sure you know your venue's policy regarding cashing cheques, some venues may have a policy not to
cash cheques for customers at any time

* The Crown Casino is excluded from this limitation
These restrictions are designed to prevent customers continuing to gamble with cash they
are not legitimately entitled to
Paying winnings & issuing receipts

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 so that a customer has time to consider what they will do with the
winnings and not use them to continue gambling

Winnings of over $1,000 from any one machine must be paid by cheque, and this cheque may not under any circumstance
be cashed by the venue

Winnings of less than $1,000 are permitted to be paid in cash. All winnings or accumulated credits of $1,000 or more

Must be paid out entirely by a cheque which cannot be made out to cash. These winnings can’t be paid out as machine
credits

The venue will maintain a Prize Payment Register for amounts including but not limited to cheque payments over $1,000.
This register must be made available to VCGLR inspectors upon request. Entries in the prize payment register will comply
with the Privacy Act and the venue must comply with the National Privacy Principles

Whenever asked, the venue must provide a customer with a receipt for their gambling transactions
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.
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
gaming machine within the licensee's licensed premises can receive a penalty of up to $7,167 under section 4.7.6 Offence to
extend credit etc of the Gambling Regulation Act 2003
Player Activity Statements
We discussed Player Activity Statement (PAS) in detail in Section 3 of this course. From a financial point
of view this statement includes the following financial details :

Any time and loss limits set by the customer

Actual time, winnings and losses for the period
Venues providing loyalty programs are required by law to provide this and the other information
discussed in Section 3 on at least an annual basis.
Your role in completing.... ....financial transactions.
So know your responsibilities for completing financial transactions at your venue.

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 Gaming Supervisor if they can give you advice and guidance on
how to respond

Make sure you know, understand and implement your venue's policy on financial transactions

Log winnings (amount set by your venue) into the prize payment register
 If you become aware of a breach of the venue's policies advise your Gaming Supervisor of the situation
The Gaming Supervisor's responsibilities in.... ...managing financial transactions
The Gaming Supervisor has responsibilities too in helping ensure financial transactions are managed appropriately.
The Gaming Supervisor 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 VCGLR as required
Customers Security
Consider your customer's security
Your customer has just won what seems to them to be a substantial amount of money!
How do you know they consider it to be a substantial amount?
Because they say so!!!
They behave as though it is significant to them.... you know... excited, jumping around, grinning from ear to ear that sort of thing...
...be mindful that there may be someone else on property who has also noticed their win and who may consider taking it from
them!
There are a number of things you can do to help ensure your customer and their winnings are safe... small things you can do such
as...
Offer to pay the winnings by cheque or to pay the customer in $100 notes, these cannot be used in EGMs.
Offer to pay the customer somewhere privately - possibly the office.
Offer to get the customer a coffee or tea, this may help their nerves but will also encourage a break in play.
Offer to get them a taxi home.
If they have their car in the carpark and wish to drive home, offer to walk them to the car - or ask security to walk them
to the car.
Keep an eye out for other customers who may be paying particular attention to your winner.
Section 8 advertising and promotions
What can I expect to learn in this section of the RSG program?
When you have finished this section Advertising and promotions you will understand and have
knowledge of............

advertising and promotion best practice

acceptable and non acceptable advertising and promotional activities

your role relating to advertising and promotions as a member of staff at a gambling venue

the Gaming Supervisor's role relating to advertising and promotions

the Gambling Regulation (Signage) Regulations 2005 and that restrictions on the use of internal and external signage
promoting gambling activities exist
Enjoy the interactive activities in this section
To help you learn and to make your learning experience more interesting make sure you participate in our
interactive activities!!
Advertising and Promotions best practice
Advertising and Promotions Best Practice
This advertising and promotions guideline offers a range of examples of acceptable and non acceptable advertising and
promotional practices for the gambling industry.
Remember this point:
There is a complete ban on venues advertising or promoting gaming machines outside of the gaming machine area.
Advertising Code of Ethics
Advertising or promotion complies with the Advertiser Code of Ethics as adopted by the Australian Association of National
Advertisers (AANA)
The venue will comply with the advertising Code of Ethics adopted by the AANA, a copy of which is available at:
www.aana.com.au/codes.html
Maintains integrity
Advertising or promotion may not be false, misleading or deceptive.
Responsible gambling advertising and promotion must maintain integrity and must not be false, misleading or deceptive.
Honestly builds expectations of winning
Advertising or promotion does not implicitly or explicitly misrepresent the probability of winning a prize
Responsible advertising and promotion will emphasise the fun and entertainment aspect of gambling and not imply an
individual promise/guarantee of winning.
Advertisingandpromotionswill not encourage the public to gamble by directly or indirectly misrepresenting the probability of
winning a prize. Winning will not be presented as the probable or likely outcome in each playing instance or session of play.
Advertising and promotional campaigns which show winning should be shown with a balance of winning and non-winning play
images.
Financial Planning
Advertising or promotion does NOT give the impression that gambling is a reasonable strategy for financial betterment.
Responsibleadvertising and promotion will not promote gambling as an easy and automatic:-

Alternative to employment or earning an income

Financial investment

Way of solving financial problems

Way to achieve financial security
Misleading
Advertising or promotion does not include misleading statements about odds, prizes or chances of winning.
This includes not suggesting that skill can influence games that are really games of chance.
Luck should not be used in advertising or promotion in a manner that implies winning is a probable or likely outcome. It is not
appropriate to promote a venue or an individual as possessing intrinsic luck.
An essential element all gaming machines (other than skill-based games) share, is that the outcome of any particular game is
determined by chance only. Because chance only determines the outcome of any game, the following statements are
absolutely true and should be observed when advertising or promoting gaming machines:

There is no method or play pattern that can have any effect on whether a game is a winning or losing one.

Machines do not ‘adjust’ to compensate for a string of losing games or for a string of winning games. In other words,
machines do not become ‘due’ to ‘loosen up’ or ‘dry up’ because of past events.

It is not possible to predict the outcome of the next game.Socially inclusive, not offensive or indecentAdvertising or
promotion MUST NOT offend prevailing community standards and may not be offensive or indecent in nature.Responsible
advertising and promotion will reflect decency, dignity and good taste and adhere to prevailing community
standards.Balanced promotion and prohibition on ‘in venue’ signs
Socially inclusive, not offensive or indecent
Advertising or promotion MUST NOT offend prevailing community standards and may not be offensive or indecent in nature.
Responsible advertising and promotion will reflect decency, dignity and good taste and adhere to prevailing community
standards.
Balanced promotion and prohibition on 'in venue' signs
Advertising or promotion within the community does not focus exclusively on gambling where there are other activities to
promote.
Responsible gambling advertising and promotion will ensure there is a balance between messages about gambling and other
activities offered by the gambling provider. If the advertisement is part of a series of advertisements that make up a campaign,
this balance must be reflected across the campaign.
Note: The use of signs advertising and promoting gaming machines within non gambling areas of the venue itself is prohibited.

Only responsible gambling messages are allowed to be shown outside the gaming area, e.g., gambling help signs in the
toilet

All other gambling promotions must be made available in the gambling area only

Any breaches in relation to gaming signs must be reported to the RSG Officer immediately
Overt promotion of winnings
Advertising or promotion does not involve any external signs advising of winnings paid
External signsinclude signage able to be viewed from any external part of a gambling provider’s premises. This also includes
signage not on the premises, irrespective of where the sign is placed in relation to the premises, such as highway billboards.
Further, external signs can be taken to include signs displayed inside premises, allowing viewing from any external viewpoint,
for example, through a window or glass wall.
Where web pages are passive, they should be considered as internal promotion and this practice does not apply.
Alcohol Free
Advertising or promotion does not depict or promote the consumption of alcohol while engaged in the activity of gambling
Seeks consent
Advertising or promotion has the consent of the person prior to publishing or causing to be published anything which identifies a
person who has won a prize.
A gambling provider will not publish or cause to be published anything which identifies any person who has won a prize, unless
that person has given prior consent.
Responsible gambling messages
Advertising or promotion incorporates, where appropriate, positive responsible gambling messages.
An example of a positive message:
“Keep gambling enjoyable, gamble responsibly.”
There are people a venue should not advertise to....
....as mentioned earlier in the course a Gaming Supervisor or venue management MUST ensure that an excluded customer's
name is removed from the venue's loyalty program, 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 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.
Acceptable and unacceptable practices
Acceptable and unacceptable examples for advertising and promotion
So what is acceptable and unacceptable?
Firstly you should know that you MAY NOT advertise gaming machines at all...
except:
To someone who has entered your loyalty scheme

When someone has asked you in writing to provide such advertising

You may advertise your gaming machines within the gaming area of your venue ONLY - but nowhere else in
the venue!

So for those occasions when you advertise or promote the venue and those for those rare occasions when
you can advertise your gaming machines the following will give you a guide for acceptable and unacceptable
advertising and promotion practices for a gambling venue.
You may NOT advertise gaming machines...
Acceptable

Any advertising or promotion which aligns with the Advertiser Code of Ethics adopted by the AANA
Unacceptable

Developing advertising or promotional material which contradicts the Advertiser Code of Ethics
Complies with the Advertiser Code of Ethics
Acceptable

Any advertising or promotion which aligns with the Advertiser Code of Ethics adopted by the AANA
Unacceptable

Developing advertising or promotional material which contradicts the Advertiser Code of Ethics
Is not 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...”

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 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 is 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…”
Not adequately alerting patrons to the existence of additional terms and conditions to promotions
Statements, graphics or images which may imply there is some skill involved in winning on games based on complete
randomness and chance.
Acceptable


Advertising and promotions which emphasise gambling as an additional form of entertainment and not the
main purpose of the advertisement
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
Unacceptable

Advertisements or promotions which are sexually explicit or provocative in nature

Advertisements or promotions which may offend people from different religious or ethnic backgrounds

Advertisements or promotions which are linked to alcohol or drugs

Advertisements or promotions which may offend minority groups

Advertisements or promotions which 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 where there are other activities to promote
Acceptable
External advertisements promoting a range of venue facilities and services but not including the playing of
EGMs.
Unacceptable

External advertisements which focus exclusively on gambling

External advertisements which are dominated by gambling
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 so far this month = $XXX,XXX”
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
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”

“Melbourne’s most winning venue”

“More chances to win”
Be Careful
Be aware and take care
You need to be careful that pomotional material you have in the gaming room does NOT find it's way into the Bistro or other non
gaming areas of the venue. Keep in mind that many portable forms of advertising such as coasters, flyers, pens and brochures will
be picked up in an area where is is OK to have them and be taken by unaware customers to and left in an area in which they MAY
NOT be!
So take care not to include gaming advertising in the design of things which can grow legs!
Promotions in the Gaming Room
You may need to think of some activities you can do to help give your customers a better experience in your gaming
room.
When planning promotional activities consider the following:
You cannot tie your promotion to use of the gaming machines. Therefore you MUST NOT offer a lucky machine draw (ie: the
person on machine 100 has won!). If you want to do a draw you can give everyone in the gaming room, those at machines and
those not at machines, a ticket in the game.
Raffles
If you are going to conduct a raffle - it doesn't need to be registered if the total prize pool is valued under $5,000 but must be
registered with the VCGLR if the value of the prize pool exceeds $5,000.
Keep in mind regulations state that the 1st ticket drawn must be the first prize and the first prize must be the most valuable prize in
the pool.
Reverse Draw raffles are illegal. (this is when you give the cheapest prize first and work up to the most valuable prize)
If the raffle is one where tickets have been sold, you have the ticket numbers in a barrel and you want to keep the climax of the
evening to the end of the draw; you are allowed to draw the first and second tickets and announce them at the end. To do this you
must mark the first drawn ticket as the first drawn and put it into an envelope marked first prize, the second marked second drawn
and put into an envelope marked second prize, then you can announce the minor prizes and announce the major draws last.
If however the draw is selected by a random number generator - the first number drawn must be the first prize.
Gambling Regulations relating to signage
Don't just go ahead and do whatever you like when putting signs out on and around the gaming venue you work in!!
It is important to know, when planning to place signs in or outside a gaming venue which promote the gambling activities on
offer, that there are restrictions according to the law about what can and cannot be done.
Restrictions apply to a sign’s features such as:
The size of the sign

The number of signs displayed

The purpose of the sign – is it promotional or directional?

The use of words, numbers and symbols on the sign

Where the sign is located inside the venue

Where the sign is located outside the venue
Conditions apply to the use of signs:
In gaming machine areas

On approved venues

Directional signs

Signs for clubs (different restrictions apply to venues located on freeways and arterial roads)

Convention signs

Corporate logo use

Problem gambling signs
The role of the RSG Officer....
.....as it relates to advertising and promotions
The RSG Officer plays an important role in ensuring a venue complies with the Responsible Gambling Code of Conduct. Their
responsibilities include....

Ensuring staff are aware of and know how to access venue policies on advertising and promotion

Ensuring customers are able to access venue policies regarding advertising and promotion

Responding to and resolving queries or concerns regarding venue advertising and promotions bought to them by venue
staff or customers
Your role as a member of staff.....
....in relation to advertising and promotions.
Your role in ensuring the venue you work in complies with their Code of Conduct, it's 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
Gaming Supervisor

RSG Victoria - Hospitality Institute of Australasia

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