RSG Victoria. When you have finished this section discussing the Background of gambling you should understand...

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1 RSG Victoria Table of Contents Section 1 Background of gambling... 1 Section 2 Gambling in Victoria and Australia... 5 Section 3 Provide information Section 4 Interact with customers and the community Section 5 Exclusion provisions Section 7 Financial transactions Section 8 advertising and promotions 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... the term gambling activity the difference between the terms Gambling, Gaming and Wagering why people are attracted to gambling the potential benefits of gambling activities the potential harmful effects of gambling what problem gambling is and the ripple effect theory 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?

2 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... enjoy the atmosphere of a gambling venue or event look forward to the social aspects of gambling like the challenge of daring to beat the odds thrive on testing their luck hope to win back previous losses can escape the reality and circumstances of their lives and importantly, they hope to win!

3 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: gambling more money than the player can afford gambling that makes the home life of the player unhappy feelings of remorse after gambling bills that can't be paid by the player due to excessive gambling borrowing money to gamble trying to win back gambling losses gambling to escape worry or personal problems changes in sleeping or eating habits due to gambling 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.

4 Individuals with a Gambling Problem tend to experience: Stress Depression 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: Suicide Crimes such as theft, to fund their addictions The family and friends of people with gambling addictions may experience: Stress Family neglect Loss of household income Relationship breakdown and grief 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. Lack of performance may result in losing a job Reduced productivity of an individual may not be significant but of thousands of individuals it becomes a problem for the community 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 Individuals and the family and friends of individuals with gambling problems seek counselling and help from community and legal services Increased demand for help puts pressure on legal services Demand for help puts a strain on counselling services 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: views gambling as entertainment, not as income or an investment doesn t take gambling too seriously or become emotionally involved only gambles with money that has been set aside for entertainment, never with money intended to pay the rent, for food or household bills

5 SITHGAM301 - Provide Responsible Gambling Services never borrows money, uses money put aside for another purpose or uses credit cards to gamble sets and sticks to limits to the amount of time and money they will spend on gambling understands the odds are against winning and doesn t try to win back losses is a relaxed and sociable person is aware of and involved with family and friends is happy to take frequent breaks 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 what happened after the prohibition in Australia and Victoria gambling in Victoria the regulation of gambling products in Victoria including the Victorian Acts and key gambling Regulations the key features of the Victorian approaches to minimise harm from gambling 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 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.

6 SITHGAM301 - Provide Responsible Gambling Services 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 No 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

7 38.8% 22,680 are female 52.9% 6,560 are married 26.5% 4,160 have never married 37.9% completed school to year % 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 The gambling industry in Victoria is required to comply with the requirements of: 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: 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

8 The Gambling Regulation Act 2003 prohibits unauthorised gambling and provides legislation for all gambling industry sectors including: 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: 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: 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:- 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.

9 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: 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: 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

10 SITHGAM301 - Provide Responsible Gambling Services o staff o 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 Self Exclusion Program (SEP) A SEP must be approved by the VCGLR and must include: 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: 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 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

11 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 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

12 Problem Gambling Community Awareness Education SITHGAM301 - Provide Responsible Gambling Services 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 Free and confidential 24 hours / 7 days Counselling and referral services 3. Website Live counselling support Self help materials 24 hours / 7 days 3. A Website for problem gamblers from Multicultural backgrounds 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.

13 The Victorian responsible gambling Code of Conduct is made up of these key measures. 1. The Responsible Gambling Message 2. Provide information on: Responsible gambling Gambling products available at the venue Customer loyalty programs 3. Pre-commitment strategy 4. Interact with customers and the community: 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

14 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

15 Venues must: SITHGAM301 - Provide Responsible Gambling Services 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

16 ... 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, You could be charged for knowingly allowing a minor to enter a gaming machine area and be fined a maximum of $2, 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.

17 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 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 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. Illegal gambling activities in Victoria 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, or imprisonment for 6 months or both. A second offence = $11, 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, 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.

18 Two Up - the game known as two-up or any similar game; SITHGAM301 - Provide Responsible Gambling Services 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)? Illegal gambling activities in Victoria 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? Illegal gambling activities in Victoria 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

19 online, print it out, sign it and attach the required documents before posting it to VCGR. SITHGAM301 - Provide Responsible Gambling Services Handwritten application forms are no longer accepted. Go to 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. 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. 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

20 treat customer requests with confidentiality refer the customer to the Gaming Supervisor if necessary Respond appropriately and with consideration for your customer SITHGAM301 - Provide Responsible Gambling Services 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

21 SITHGAM301 - Provide Responsible Gambling Services 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. Electronic Gaming Machines - How they work 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.

22 Money = Credits SITHGAM301 - Provide Responsible Gambling Services 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 Creditsfor$1 1c 100 2c 50 5c 20 10c 10 $1 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. 5 Society Girls - 10,000 credits 2. 4 Society Girls - 5, Diamond Aces - 5, Diamond Aces - 2, Diamond Kings - 2,000 and the bottom five winning combinations are: 1. 1 Geisha Fan - 2 credits 2. 2 Geisha Fans Blood Roses Jade Dragons Silk Purses - 5 To find out the top and bottom five winning combinations press the Electronic Gaming Machines - How they work 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:-

23 1c Machine-1Credit x 1 Line=1c SITHGAM301 - Provide Responsible Gambling Services 2c Machine-1Credit x 1 Line=2c 5c Machine-1Credit x 1 Line=5c 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. Electronic Gaming Machines - How they work 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.

24 Chance of Winning Click on the image below to see what chance you have of winning when playing an EGM Machine Credit Value 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.

25 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)

26 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.

27 Example 1 - includes jackpot winnings Cash in $ Credits played $ Credits won $ Session Win or (Loss) ($5.80) Cash out $0.00 Credits available $94.20 Time commenced Current time Total time played 8:48 pm 10:52 pm 2 Hours 4 minutes Example- does not include all jackpot winnings Cash in $ Credits played $ Credits won $239.70* Session Win or (Loss) ($5.80)* Cash out $0.00 Credits available $94.20* Time commenced Current time Total time played 8:48 pm 10:52 pm 2 Hours 4 minutes The potential risks of gambling * These amounts do not amounts won in a jackpot during this session 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

28 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 gambler- is 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 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 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?

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

30 Easy to read information explaining to customers how games are to be played. How should it be displayed or provided to the customer? Provide to customers on request. 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. How should it be displayed or provided to the customer? 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 How should it be displayed or provided to the customer? 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. How should it be displayed or provided to the customer? Discuss strategy with customer in confidence. Tracking system on EGM. Provide policies to customers on request. Provide brochures to customers on request. Clearly display a notice advising customers it s available. 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. How should it be displayed or provided to the

31 customer? SITHGAM301 - Provide Responsible Gambling Services Discuss policy with customer in confidence. Provide policy to customers on request. Clearly display a notice advising customers it s available. 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. How should it be displayed or provided to the customer? Provide to customers on request. Clearly display a notice advising customers it s available. 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 How should it be displayed or provided to the customer? Provide to customers on request Provide policy and rules to customers on sign up Player point tracking system on EGM Clearly display a notice advising customers it s available Mail or 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 How should it be displayed or provided to the customer? Discuss with customer in confidence Provide to customers on request Provide brochures to customers on request Clearly display a notice advising customers it s available 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 (These were published on 5 August

32 2009.) To view the Minister s Standards Player Information visit 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 EGMs 2 posters not the same EGMs 3 posters not the same EGMs 4 posters not the same EGMs 5 posters and no more than 2 of any one type EGMs 6 posters and no more than 2 of any one type EGMs 7 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.

33 Loyalty Schemes and Player Activity Statements SITHGAM301 - Provide Responsible Gambling Services 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 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

34 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.

35 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

36 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. SITHGAM301 - Provide Responsible Gambling Services 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's role 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...

37 ...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's role 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 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

38 SITHGAM301 - Provide Responsible Gambling Services Gambling Help Inner Metropolitan Services - Provided by The Salvation Army (03) Gambling Help Northern Metropolitan Services - Provided by Banyule Community Health Service (03) Gambling Help Southern Metropolitan Services - Provided by Bentleigh Bayside Community Health (03) Gambling Help Western Metropolitan Services - Provided by ISIS Primary Care (03) Regional Gambling Help Services - Page 1 Barwon Gambling Help Service Provided by Bethany Community Support (03) Gambling Help Central Victoria - Provided by Goulburn Valley Community Health Service (GOL) & Mitchell Community Health Service (MIT) (03) (GOL) (03) (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) (BAL) (03) (VIC) (03) (GRA - Horsham) (03) (GRA - Stawell) (03) (WIM) Gambling Help Indigenous Services Gambling Help Service - Provided by Victorian Aboriginal Health Service (03) Other Community Services Available Gambler's Anonymous 24/7 service/toll free

39 Life Line 24/7 service Gambling Help Online Gambler's Anonymous 24/7 service/toll free Life Line 24 hour service Gambling Help online Online help 24/7. Is a national website offering professional counselling and support. On this website you can also find information self-help tools to help identify and deal with problem gambling Problem Gambling online Online help 24/7 Multicultural Gambling Help Online Multicultural Gambler's Help Program (Centre for Culture, Ethnicity & Health) Online help 24/7 Brochures available in different languages 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:

40 face-to-face meetings attending seminars or conferences with support service staff SITHGAM301 - Provide Responsible Gambling Services 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

41 SITHGAM301 - Provide Responsible Gambling Services 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: Freecall: AHA Vic respondents can refer customers with complaints they have been unable to resolve to the: Institute of Arbitrators and Mediators Australia (IAMA) 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 or contact@vcglr.vic.gov.au Record the complaint

42 In the Incident and Complaints Register record... SITHGAM301 - Provide Responsible Gambling Services 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?

43 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.

44 Self-Exclusion doesn't necessarily mean the customer is restricted from entering non gambling areas of the venue, in fact Self- Exclusion 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 Pre- Commitment 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 Self- Exclusion 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.

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46 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

47 SEP, simply and effectively SITHGAM301 - Provide Responsible Gambling Services 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-

48 Exclusion Program. SITHGAM301 - Provide Responsible Gambling Services 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

49 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

50 Have lost all the grocery money for the week and are unable to pay household bills SITHGAM301 - Provide Responsible Gambling Services 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 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...

51 DL Three Fold Brochures SITHGAM301 - Provide Responsible Gambling Services

52 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:-