Cancelling or revoking exclusion

Revoking venue-initiated exclusions

You, as a gambling provider, can only accept an application to revoke a venue-initiated exclusion 12 months after the day the exclusion was issued. The patron can only make 1 application in any 12-month period.

The patron must complete form 3E—application to revoke exclusion direction and lodge it with you.

Within 28 days after receiving the application, you must revoke the exclusion or refuse the application. Failure to decide within 28 days will be considered a decision to refuse the application.

To make your decision, you can consider any information you think is relevant, including for example:

  • supporting information provided by the patron
  • previous history of contraventions
  • recent gambling behaviours
  • a psychologist's report.

If you decide to revoke the exclusion, as soon as possible, you must give the patron form 3F—revocation notice—exclusion direction. The revocation takes effect when the notice is given to the patron.

If you decide to refuse the application, as soon as possible, you must give the patron form 3J—information notice—refusal to revoke an exclusion direction.

Read the resource manual for your respective industry to find out more.

Cancelling self-exclusions

You can only accept an application to revoke a patron-initiated self-exclusion from the patron themself, on form 3C—revocation notice—self-exclusion order and:

  • within a 24-hour cooling-off period from the when the patron received form 3B—self-exclusion order (cancellation takes effect immediately once you receive the revocation notice)
  • after 12 months from the date of exclusion (cancellation takes effect 28 days after you receive the revocation notice).

Active monitoring program

As a condition of re-entry after an exclusion period, with the patron's permission, you can start an active monitoring program to assist in reducing any gambling-related harm.

An active monitoring program may involve venue staff monitoring the activities and behaviour of the patron who is at risk of gambling-related harm to assist in reducing the risks. But it is more involved than venue-initiated observation procedures. It is a formalised plan between your venue and the patron—it may also include the cooperation of gambling support services and other support networks.

The program should be in place for a minimum of 6 months before being reviewed for effectiveness and meeting the patron's ongoing needs.

Once implemented, you can manage the active monitoring program by:

  • keeping a completed consent to monitor my gambling activities form and a photo of the patron on file
  • advising relevant staff that the patron is on an active monitoring program
  • keeping a record of the patron's daily gambling activities, including the time and money they spend on gambling
  • reviewing the patron's gambling activities and suitability to continue gambling at the venue
  • where possible, providing the patron a 'player activity statement' (sourced from your licensed monitoring software) at agreed intervals (e.g. weekly, fortnightly, monthly, bi-monthly or quarterly).

You can also use an active monitoring program as a proactive measure when a patron has:

  • refused self-exclusion after a discussion
  • displayed behaviours consistent with gambling-related harm
  • revoked a self-exclusion order
  • recently ceased self-exclusion.

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