Identify and Manage Breaches of Self-Exclusion Introduction

Transcription

1 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. 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 Quality Hospitality International Mar Manage Self-Exclusion Page 1 of 5

2 personal information is private and MUST be kept secure; you cannot print off, copy or dent someone s personal information, carry it around with you or show it to non gaming staff or customers. Identify a Self-Excluded Person If you notice a customer you think has Self- Excluded approaching (and looking like they intend to enter) a gaming area you should notify your RSG Officer immediately. The RSG Officer will confirm the identity of the customer using any or a combination of the following:- check the Self-Excluded Persons Register ask the customer for their name confirm if anyone, staff or customer, recognises them check if they recognise the customer Prevent Entrance In the identification process the RSG Officer may:- broadcast a request over the public address system asking the customer to come to reception may discretely ask the customer their name when providing refreshment or other service discretely approach the customer as they move around the venue, to ask their name The identity of the customer has been confirmed, so the RSG Officer will then:- take immediate, discrete action using reasonable measures to prevent the customer entering the gaming room record the incident in the Responsible Gambling (Incident) Register making sure to include the: customer's name date and time of breach action taken who took the action if the venue is a Club an Employee Feedback Form will be completed and a copy sent to The ClubsVIC Code Office, or recorded on ClubsVIC's online database Quality Hospitality International Mar Manage Self-Exclusion Page 2 of 5

3 Take Reasonable Measures to Prevent What would be considered a reasonable measure to ensure a Self-Excluded customer doesn't enter an excluded gaming area? ask the customer to come to a quiet place away from other customers so you can remind them what their exclusion order means they can and cannot do use the public address system to ask the customer to visit reception Ask them if they would like a copy of gambler's help information and give them the contact details of the local gambling help service provider. Detect Self-Excluded Person Be vigilant, if you think you have detected a Self-Excluded person in the gaming room make sure you know how to confirm that the customer is who you think they are. Keep your knowledge of who is Self-Excluded up to date reacquaint yourself with the Register of Self-Excluded Persons at the beginning of each shift. If you think you notice a Self-Excluded customer in the gaming area:- double check the register, take special note of the photos discretely ask the customer for their name and check it against the list of excluded people try to recall if you know the customer ask someone else if they know the customer Quality Hospitality International Mar Manage Self-Exclusion Page 3 of 5

4 Self-Excluded Person Detected in No Go Area Record the Breach for Venues responding to the AHA SEP Know what to say and do if an excluded person is detected in an excluded area and know how and when to take action. It has been confirmed that the customer has a current exclusion order in place and should not be in the gaming area, what should be done? Following is a list of options which could be tried:- Approach the Self-Excluded customer, remind them of their Self-Exclusion and:- suggest that they leave the area go to the bar, cafe or restaurant for refreshment offer to call a taxi, a friend or a Gambling Counsellor ask if they would like to use the venue phone If they do not leave when using these gentle approaches try the following:- insist they leave the gaming area let them know that if they don't leave the gaming area the RSG Officer may call security or the police and ask to have them removed If the customer still won't leave the area after the above actions have been taken, as a last resort security or the police may be asked to remove the customer from the gaming area. Any action taken against a Self-Excluded customer MUST be recorded. In venues responding to the AHA Self- Exclusion Program any breach must be reported in the Responsible Gambling Register and must record:- customer's name date and time of breach action taken the name of the staff member who took the action And venue staff responsible for the customer loyalty program and/or venue marketing must remove the customer's name from their mailing list. Breaches are reported to the AHA Self-Exclusion Office. Quality Hospitality International Mar Manage Self-Exclusion Page 4 of 5

5 Record the Breach for venues responding to The ClubsVIC SEP So Remember... Any action taken against a Self-Excluded customer MUST be recorded. In venues responding to The ClubsVIC Self- Exclusion Program any breach must be reported in the Responsible Gambling Incident Register and complete an Employee Feedback Form:- The breach will also be recorded on The ClubsVIC Self-Exclusion online database, or a copy of the Employee Feedback Form should be sent to The ClubsVIC Self-Exclusion Office. The Office will then take appropriate action to:- advise other venues from which the customer is excluded advise other SEP administrators advise the customer the breach has been detected provide the details of Gambling Help Service providers available in the customer's local area inform Gambler's Help Services of the breach (if the customer has provided prior permission to do so) Identify a Self-Excluded Person keep up-to-date with who is and who is not currently Self-Excluded, scan the photos Prevent Entrance - prevent those customers from entering areas of exclusion, use discretion Take Reasonable Measures to Prevent - know what you can do to prevent a person entering an excluded area Detect Self-Excluded Person - be vigilant and know how to confirm that the customer is who you think they are Self-Excluded Person Detected in No Go Area - know what to say and do and know how and when to take action Quality Hospitality International Mar Manage Self-Exclusion Page 5 of 5