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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[Animation]
A father and son are in their kitchen. A mother appears. She looks like a sweet, conservative type with her short blonde hair, pearl earrings, long floral dress and kindly expression.
[Narrator]
This is Kerry. She knows she's gambling unsafely. She's had some big losses from money she's borrowed and is struggling to pay the bills for her family.
[Animation]
A pile of bills appear on the table.
[Narrator]
She's also been fighting a lot with her husband and is feeling depressed, but she's proud and ashamed and wants to fight this on her own.
[Animation]
Kerry's husband points to their son who looks sad.
[Kerry]
Oh, I'm not like other gamblers, I can kick this.
[Animation]
The scene changes. Kerry is now outside a gaming venue.
[Narrator]
Less than 10% of people seek professional help, and sometimes people need this. Kerry doesn't have to fight this on her own.
[Animation]
Kerry goes into the gaming venue where she meets a gaming employee stocking gambling help pamphlets onto a display shelf.
[Narrator]
Staff at pubs and clubs can help by increasing awareness of confidential and non-judgemental counselling services, discussing self-exclusion options, and reminding patrons that services are free.
[Animation]
Kerry takes a pamphlet from the staff member and smiles.
Also consider...
- Visit Gambling Help Queensland for free and confidential advice and support.
- Find out more about