Helping patrons experiencing gambling harm

Gambling industry staff are usually the first point of contact for patrons seeking help for gambling harm.

It's your responsibility to be aware of your venue's safer gambling policies and procedures. Ask your manager if you're unsure.

Customer liaison officers

The voluntary Queensland responsible gambling code of practice (the Code of Practice) recommends gaming venues have a customer liaison officer (CLO) available during approved gaming hours.

Make sure all staff and customers know who the CLO is by displaying their name and photo in the gaming room.

The CLO is responsible for providing information to help patrons who show the signs of gambling harm. The CLO's duties can include:

  • organising gambling exclusion training for staff
  • preparing exclusion forms and enforcing exclusions
  • referring excluded players to their nearest gambling help service
  • notifying OLGR of exclusion breaches within 7 days
  • linking in with local community groups to establish support networks for people experiencing gambling harm
  • providing information and supporting staff to help patrons experiencing gambling harm
  • dealing with complaints
  • ensuring minors aren't in the gaming room
  • ensuring gaming staff don't play machines at their venue while employed or for 30 days after they stop being employed by the venue
  • ensuring no credit is given for gambling.

When staff are performing any of the above duties, the CLO should be available to help and support them.

Approaching patrons who show signs of gambling harm

Under the Code of Practice, your CLO and approved manager must be appropriately trained to help in high-risk gambling situations. They're responsible for approaching patrons who are displaying signs of gambling harm.

We recommend staff who aren't trained in approaching patrons inform the CLO or approved manager if they think someone is at risk of gambling harm.

Responding to requests for help from patrons who gamble

Patrons might directly ask for help with their gambling. For example, they could ask to self-exclude or request details of gambling help services.

They might also indirectly express concerns about their gambling. For example, they might tell you they won't be able to pay their bills on time because of their gambling.

Give patrons information in a discreet and confidential manner. If you're not trained to help, advise your CLO or approved manager.

Follow your venue's safer gambling policies and procedures for responding to requests for help from patrons experiencing gambling harm.

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