Helping patrons with a gambling-related problem
Gambling industry staff are usually the first point of contact for patrons seeking help with gambling-related problems. Your assistance may provide a lifeline to the patron if they are experiencing a problem.
Approaching patrons who show signs of problem gambling
Under the voluntary Queensland responsible gambling code of practice (Code of Practice), appropriately trained staff, such as the Customer Liaison Officer (CLO) and approved manager, should approach any patron displaying signs of problem gambling.
Staff who are not trained to approach patrons showing signs of gambling-related problems are advised to inform the CLO or approved manager if they believe a patron is experiencing gambling problems.
Not all venues may follow the Code of Practice. It is your responsibility to be aware of your venue's policies and procedures. Ask your manager if you are unsure.
Responding to requests for help from patrons with gambling problems
Patrons may directly request help for a gambling-related problem. For example, they may ask to self-exclude or request details of gambling help services. Or they may indirectly allude to the fact they are concerned about their gambling habits. For example, they may tell you they won't be able to pay their bills on time because of their gambling.
When speaking with a patron, ensure that information is provided to them in a discreet and confidential manner. If you are not trained to assist a patron, advise your approved manager or CLO.
Follow the policies and procedures of your venue for responding to requests for help from patrons with gambling problems.
A patron can be excluded from a gaming venue by self-exclusion or venue-initiated exclusion.
Gambling providers are required by law to provide the option for players to self-exclude on request.
If a patron comes to you to self-exclude, you must refer them to an appropriately trained person such as the Customer Liaison Officer (CLO) who will assist them in completing the exclusion process. The CLO must also provide the patron with the name and address of at least one counselling service available for problem gamblers.
If a patron refuses self-exclusion and/or the CLO believes on reasonable grounds that the patron is, or is at significant risk of being, a problem gambler, the club may issue a venue-initiated exclusion.
Gambling venues must comply with specific procedures and paperwork when undertaking an exclusion. Exclusion requirements, processes and forms vary across the types of gaming. You will need to:
- download the Queensland responsible gambling resource manual for your industry and read Practice 3 - Exclusion provisions
- read the Queensland responsible gambling code of practice
- familiarise yourself with venue-initiated exclusion and self-exclusion forms and reporting tools (a description on how and when to use each form is included)
- keep a register of excluded persons
- send periodic reports to the Office of Liquor and Gaming Regulation (OLGR) on exclusion notices, orders and directions, and revocation notices (these reports must be received by OLGR within 14 working days of the end of June and December each year)
- notify OLGR of any contravention of orders and directions within 7 days.
Venues are required to remove patrons who breach exclusions.
The patron, gambling provider and employees can be penalised and prosecuted for not complying with legislation.
The venue must notify OLGR of a contravention of an exclusion using the appropriate form.
If you need help completing a form, contact OLGR for assistance.
Cancelling or revoking exclusions
Gaming providers can accept 1 application to revoke a patron's exclusion within a 12 month period.
Patrons who have self-excluded from a venue can complete and lodge Form 3C: Revocation notice - self-exclusion order with you within the 24 hour cooling off period, or after 12 months from the date of exclusion.
Patrons with a venue-initiated exclusion can request a cancellation from 12 months after the exclusion date by completing and lodging Form 3E: Application to revoke exclusion direction with the venue.
You must either provide the patron with a completed:
- Form 3F: Revocation notice - exclusion direction
- Form 3J: Information notice - refusal to revoke an exclusion direction.
Find out more by reading the resource manual for your respective industry.
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