RSA Exam

SITHFAB201
Provide Responsible Service of Alcohol

By the end of this program you will be able to –
 Sell or serve alcohol responsibly
 Assist customers to drink within appropriate limits
 Assess alcohol affected customers and identify customers to whom sale or service must be refused

 Refuse to provide alcohol

What is Alcohol?
Liquor is a spirituous or fermented fluid of an intoxicating nature intended for human consumption. Alcohol (or ethanol) is also an addictive drug, however, and its misuse is associated with a wide range of dose related adverse consequences that can lead to significant harm to the individual and society. Its consumption in moderation can lead to feelings of relaxation and euphoria, causing it to be consumed widely in many social scenarios and across the socio-economic spectrum.

The Path of Alcohol in the body
1. Mouth: alcohol enters the body
2. Stomach: some alcohol gets into the bloodstream in the stomach, but most goes on to the small intestine
3. Small Intestine: alcohol enters the bloodstream through the walls of the small intestine

Continued..

The Path of Alcohol in the body
4. Heart: pumps alcohol throughout the body 5. Brain: alcohol reaches the brain
6. Liver: alcohol is oxidized by the liver at a rate of about 0.5 oz. per hour
7. Alcohol is converted into water, carbon dioxide and energy

What is alcoholic beverage?
An alcoholic beverage is a drink containing alcohol.
Alcoholic beverages are divided into three general classes: beers, wines, and spirits.

Responsible Service of Alcohol (RSA)
RSA means acting within law by dispensing alcohol in a responsible manner, being aware of your duty of care towards patrons, other workers and general community.
Responsible service of alcohol involves encouraging customers to drink within appropriate limits. This limits may vary depending on the physical and mental state of the person, however, the law indicates that 0.05 blood alcohol level is a standard.

Adverse effect of alcohol
In Australian society, the most widely used drug is Alcohol and production and consumption of alcoholic products makes a significant contribution to the economy. But on the other hand, alcohol abuse leads to various serious problems to the community like social and economic issues, health issues, reduced workplace productivity, accidents, drink driving, violence, loss of life and other forms of crime. All the alcohol abuse adds up huge costs to the Australian economy. Type of people which are at higher risk than others, from the adverse effect of alcohol
 Aboriginal and Torres Strait Islanders
 Minors
 Women

 Young customers
 People from non-English speaking backgrounds

 People affected by the consumption of illicit & other drugs

Why RSA?
With the help of responsible service of alcohol practices and training, we can reduce the problem of alcohol abuse and also the costs associated with it.
It is the responsibility of a person who is servicing alcohol to give accurate information to customers on alcoholic beverages in accordance with house policy and government regulations.
The information can include about –


Types



Strengths



Standard drinks



Alcoholic percentages of a range of frequently served drinks

Benefits of RSA
 For customer – safer environment, stay longer and improved health
 For premises and staff serving alcohol – reduced cost for security, safer workplace and staff wouldn’t have to deal with bad customers, reduced legal problems
 For the community – less complaints, reduced violence and less

Blood Alcohol Content (BAC)/ Blood Alcohol
Level
It is usually expressed as percentage of alcohol i.e. a
BAC of 0.05 means 0.05% (one-twentieth of one percent) of a person’s blood, by volume is alcohol.
The law indicates that 0.05 blood alcohol level is a standard. Factors affecting BAC of different people or why some people get drunk quickly?
 Gender

 Fitness and health

 No food

 Emotional state

 Rate of consumption

 Drinking through straw

 Mixing drinks

 Drinking under sun

 Drink strength

 Weakness drink i.e. some people get drunk quicker with some particular drinks

 Drugs

 Medication

Effect of Alcohol by BAC Level
BAC Level Effect
0.10 - 0.50 Average individual appears normal
Mild euphoria, talkativeness, decreased inhibitions, decreased
0.30 - 1.20 attention, impaired judgment, increased reaction time
Emotional instability, loss of critical judgment, impairment of memory
0.90 - 2.50 and comprehension, decreased sensory response, mild muscular incoordination Confusion, dizziness, exaggerated emotions (anger, fear, grief) impaired visual perception, decreased pain sensation, impaired
1.80 - 3.00 balance, staggering gait, slurred speech, moderate muscular incoordination Apathy, impaired consciousness, stupor, significantly decreased
2.70 - 4.00 response to stimulation, severe muscular incoordination, inability to stand or walk, vomiting, incontinence of urine and feces
Unconsciousness, depressed or abolished reflexes, abnormal body
3.50 - 5.00 temperature, coma, possible death from respiratory paralysis

Alcohol content in different drinks
Drink

Alcohol content

Light beer

Less than 3.0%

Mid strength beer

Between 3.0% and 3.5%

Full strength beer

Greater than 3.5%

Wine

Less than 14.0% normally

Fortified wine

Approximately 18% (Wine with distilled spirit)

Spirits

Can be 40% or more

What is a Standard Drink?
Different drinks contain different amounts of alcohol.
The concept of a 'standard drink' is a measure not of how much liquid has been consumed, but how much pure alcohol has entered the system.
According to National Health and Medical Research
Council (NHMRC) a standard drink is any drink that contains approximately 10 grams of alcohol.

1 Standard Drink =
 285 ml of full strength beer
 375 ml of mid strength beer

 425 ml of light beer
 100 ml of red/white/sparkling wine
 60 ml of fortified wine
 30 ml of spirit
 1 standard shot

Recommendations
For men
 Average of maximum 4 standard drinks a day and maximum of 6 standard drinks on any one day

 One or two alcohol free days per week
For women
 Average of maximum 2 standard drinks a day and maximum of 4 standard drinks on any one day
 One or two alcohol free days per week

Calculating Standard Drink
If standard drink information is not provided, then one can easily calculate a standard drink with the help of following formula –

* The specific gravity of ethyl alcohol is 0.789
For example, 425 ml of full strength beer (4.8% of alcohol by volume) –
0.425

X

4.8

X

0.789

=

1.6

Penalties - Maximum Fines for
Licensee, and Managers
Action

Fine

Supplying liquor to a minor
Supplying liquor to a person who is unduly intoxicated
Supplying liquor to a person who is disorderly
Not ensuring that minor are not on the premises
Licensee failing to remove minor on licensed premises
Sale of liquor after authorised trading hours
Allowing liquor to be consumed on premises after authorised hours
Allowing liquor to be removed from premises after authorised hours
Failure to confiscate fake ID and give to an investigator

$27,500
$55,000
$55,000
$11,000
$11,000
$11,000
$11,000
$11,000
$2,750

Failure to give or give false name, age or address
Failure to answer questions asked by an investigator
Obstructing an investigator
Contravening a condition of a license or permit
Make a false or misleading statement

$2,750
$11,000
$22,000
$4,400
$11,000

Penalties - Maximum Fines for
Bar/Security and Other Staff
Action

Fine

Supplying liquor to a minor

$8,800

Supplying liquor to a person who is unduly intoxicated

$8,800

Supplying liquor to a person who is disorderly

$8,800

Allowing a minor to enter the premises

$11,000

Failure to confiscate fake ID and give to an investigator

$2,750

Failure to give or give false name, age or address

$2,750

Failure to answer other questions asked by an investigator

$11,000

Obstructing an investigator

$22,000

Make a false or misleading statement

$11,000

Penalties - Maximum Fines for Patrons
Action
Non-exempt minor on licensed premises
Minor consuming or possessing liquor on a licensed premises
Minor falsely representing himself or herself to be of age
Supplying liquor to a minor
Supplying liquor to a person who is unduly intoxicated
Supplying liquor to a person who is disorderly
Giving ‘acceptable evidence of age’ to another person
Defacing or interfering with ‘acceptable evidence of age’
Drunk or disorderly on licensed premises
Person resisting eviction by a licensee
Hindrance of a licensee
Failure to give or give false name, age or address
Failure to answer other questions asked by an investigator
Failure to answer other questions asked by an investigator
Obstructing an investigator
Make a false or misleading statement

Fine
$2,750
$2,750
$2,750
$8,800
$8,800
$8,800
$4,400
$4,400
$2,750
$2,750
$11,000
$2,750
$2,750
$11,000
$22,000
$11,000

Alcohol and health in Australia
Alcohol is responsible for a considerable burden of death, disease and injury in Australia. Drinking is a major factor in much of the injury resulting from road crashes and other accidents, and in social problems such as violence, family breakdown and child abuse and neglect. As such, alcohol-related harm is not restricted to individual drinkers but has relevance for families, bystanders and the broader community.

What are the harmful effects of Alcohol?
In low dose

EFFECTS OF ALCOHOL
In medium dose

In high dose

Relaxing effect

Reduces coordination

Vomiting

Reduces tension

Reduces concentration

Breathing difficulties

Lowers inhibition

Reduces reaction time

Unconsciousness

Slower reflexes

Slurred speech

Coma

Drowsiness

Death

Change in emotions
(anger, aggression)
Distorts visual and hearing ability

Signs which indicate a person is drunk or has consumed too much of alcohol
 mood changes

 raised speaking voice

 slurring or mistakes in speech

 falling down

 clumsiness, fumbling with change  dozing while sitting at a bar or table  loss of balance or coordination, swaying or staggering  crude behaviour

 confusion, lack of ability to hear or respond

 inappropriate sexual advances

 bumping into, or knocking over furniture

 inability to light a cigarette

 spilling drinks, or the inability to find one's mouth with glass
 aggression or belligerence

Signs which indicate a person is affected by illicit drugs


vomiting



teeth grinding



red eyes



sweating



dilated pupils



confusion

Alcohol and social problems
Alcohol not only affects an individual’s health but can also lead to –
 family problems
 financial problems

 drink-driving which may lead to fines, loss of licence and even imprisonment

 legal problems

 work problems

 violent behaviour

 sexual problems

 risk-taking

 accidents

 offensive behaviour or acts of vandalism

 deteriorating appearance

Duty of care/Harm Minimisation
It is the goal to provide service of alcohol in a way which has minimal impact on the financial and social costs of the community and industry.
For reducing the harm of alcohol, licensees are encouraged to ensure –

a. Adequate activities for advertising and promotion of alcohol are used
b. Use strategies promoting safe consumption of alcohol
c. Responsible hospitality services are offered at all times

a. Advertising and Promotions of
Alcohol
Promotional activities have to be managed and planned like any other business activity. Poorly managed promotion may be a threat to safety of patrons and may also become disturbance of peace and good order of the neighbourhood.
Under the Alcohol Beverages Advertising Code, advertisements, including those on the Internet, in a retail context, or related to promotion of alcohol at events, must –

a. Not engage promotion or practice that may encourage the rapid or excessive consumption of liquor or promote intoxication, for example, happy hours, all you can drink, toss the boss, etc.
b. Not have a strong appeal to children or adolescents
Continued..

a. Advertising and Promotions of
Alcohol
c. Not suggest that consumption can create change in mood or environment, or success of a personal, business, sporting or sexual kind
d. Not depict association between consumption (other than low strength alcohol) and use of motor vehicle, boat or aircraft

e. Not conduct any competition or game in which contestants or players consume liquor on the premises
f. Not give free or discounted liquor as a prize or for consumption on the premises, for example two for one, six drinks for a certain price, etc.
g. Not encourage consumption that is inconsistent with the
Australian Alcohol Guidelines

b. Strategies promoting safe consumption of alcohol
 Ensure free access to water for all patrons
 Making food available
 Avoid drinking games & limit offering complementary liquor or samples

 Provide breath analysis equipment for the use of customers
 Display information about taxi and public transport services
 Display information about harmful effect of over consumption of liquor

 Make low or non-alcohol drinks available at reasonable prices
 Provide only standard drinks so that customer can assess their consumption correctly

 Display information about house policy clearly visible

c. Responsible Hospitality Services
 Adequate lighting
 Adequate security

 Having RSA trained staff
 Safe environment
 Supply food and water (free or at a reasonable cost)

How would you assist an intoxicated customer?
 Offer to arrange transport
 Offer to call a friend
 Ask a friend to assist the person home
 Ask security to escort the person to security

Refusing Service Of Alcohol
A responsible person or manager or licensee has rights to refuse service for reasons unrelated to intoxication, for example, violent behaviour, prostitution, hawking, drug or illegal substance use.
As per legislation, the following patrons may not be sold or supplied alcohol:

 Minors
 Unduly intoxicated persons
 Disorderly patrons

Licensee must ensure that all the staff is aware of –
 Liquor Licensing Act relating to minors, disorderly or intoxicated patrons

 Penalties which apply to person who supply, serve and receive alcohol underage or intoxicated or disorderly patron  Procedures to check for proof of age
 Signs of intoxication and the potential for offensive or disorderly behaviour
 Procedures involved in removing minors, intoxicated or disorderly patrons from licensed premises

What are the main reasons for refusal?
 The law requires it
 Safety of the patrons
 Safety of others
 Civil litigation

Servicing or supplying alcohol to minors
Minor is person who is under the age of 18. It is an offence to serve or supply alcohol to minors and if done so, the licensee, the responsible person and the person who sold or supplied the alcohol are each guilty of an offence. Also, the minor in question is guilty of an offence and may face several fines.
It is an offence to:

 Sell or supply alcohol to a minor
 Allow a minor in an unauthorized area on licensed premises
If a person is not able to present suitable ID, he or she must be refused to service and ensure they leave the premises immediately. As per law, person with a fraud ID must be prosecuted and the ID must be seized.

When is a minor permitted on a licensed premises?
In each of the following conditions minor is permitted on a licensed premises –
 Accompanied by a responsible adult

 Lives on the premises
 Performing duties as employee at the premises

 Engaged in training for employment or work experience

Who is a responsible adult for a minor?
Each of the following persons is a responsible adult for a minor –
a) A parent, step-parent or guardian of the minor
b) An adult who has parental rights and responsibilities for the minor.

ID Proof required
ID Proof can be a document that contains a photo of the person to whom it is issued and indicates by reference to the person’s date of birth or otherwise that the person has attained a particular age.
The Liquor Act demands acceptable, photographic evidence of proof of age, for example:
 An Australian government issued proof of age card (18+ card)
 Current driver’s license or learner's permit with photo & date of birth
 A Victorian Keypass
 Current passport from any country

Continued..

What to do when customer presents a Fake ID?
If ID presented to you is fake or is a genuine ID being used by another person, you must ask for second ID.
If you believe the patron may be a minor and is unable to produce another ID upon request you must confiscate his/her ID and give it to the manager or police.

What should staff look for when checking ID?
 Check if it is tampered
 If it is current
 Date of Birth
 Photo matches the person who presented it

Ordering alcohol online or over the phone or by fax or mail?
 Person placing the order must be over 18 years of age
 Person taking order must ask information about the purchases which includes – Date of Birth, Proof of Age and
Address of Delivery
 The person receiving must show the photo ID and must be over 18 years of age

Servicing or supplying alcohol to intoxicated patrons
Unduly Intoxication means “a state of being in which a person’s mental and physical faculties are impaired because of consumption of alcohol so as to diminish the person’s ability to think and act in a way which is ordinary prudent person in full possession of his or her faculties and using reasonable care, would act in like circumstances”.
It is licensee’s or staff’s responsibility to monitor a patron’s behaviour and level of intoxication and also to prevent the service of alcohol to an intoxicated person. Intoxication need not be necessary due to alcohol; it can be due to intake of some illicit drugs or medicines. Such people must be refused to service and ensure they either leave the premises or they are offered to buy some non-alcoholic beverage like soft drinks, tea or coffee.

Some obvious signs of undue intoxication
 Unbalanced

 Stumbling

 Rude

 Falling over

 Aggression

 Dropping things

 Slurred speech

 Raised voice

 Eyes not focussed

Servicing or supplying alcohol to disorderly patrons Disorderly patron refers to “anyone who causes a disturbance or behaves in a manner that discomforts other patrons, is abusive, aggressive, offensive or demonstrates inappropriate behaviour”. Licensee can also refuse servicing alcohol to disorderly patrons because of harm or injury they could do to themselves or other patrons.

A patron could be deemed disorderly when he/she is –
 Aggressive
 Violent
 Argumentative

 Effecting patron’s comfort or temperament level i.e. upsetting other customers

Professional refusal of service
 Stop serving alcohol

 Offer non-alcoholic beverages

 Try to reason with the patron

 Offer a taxi

 Explain why you have to stop serving

 Remove the patron off from premises responsibly and safely

 Inform colleagues management

 Offer alternatives (like other services available at the premises – pool, karaoke etc.)

 Call security
 Offer food or water

and

Legislation
Alcohol is a classified as drug and thus government legislation restricts on selling, providing and producing liquor.
Every state or territory has a liquor licensing division which administers the Liquor Act, issues, checks licensee applications, issue licenses and administers licensing regulations. In Queensland, we follow Liquor Act 1992 and Liquor
Regulation 2002. These legislations regulate the sale and supply of liquor and the provision of adult entertainment.

Continued..

Legislation
The Liquor Act aims to ensure that –
 Alcohol is sold by responsible people

 Liquor outlets are located in appropriate locations (that do not disturb residents)
 Harmful effects of alcohol are minimised or avoided
It also restricts who can consume alcohol (e.g. young people or intoxicated patrons), the hours of trading and types of businesses which can sell liquor.

Key Government Agencies
 OLGR (Office of liquor and Gaming Regulation)
 Clubs Queensland

Educational programs in QLD relating to Alcohol
 Prevention Program – Drug Arm
 Schoolies Safety Warnings and Signs – QLD Police
 Here for Life – RTA

 Young women and alcohol program – QLD Health

House Policy
House policy are the rules that are set by the management of the licensed premises for venue to work in. All house policies are venue specific, e.g.
 Some venues might not serve double shots
 Minors allowed at the premises
 Limit on the number of drinks a person can buy at a time Trading Hours
As per law, at licensed premises liquor can only be sold during the ordinary or approved trading hours of the premises. Every venue has different opening and closing time for serving alcohol.

Security
When crowd controllers work at a public venue, a ‘crowd controller incident register’ must be kept with details of controllers on duty and any incident that occurs.
OLGR or Fair Trading investigators and police can inspect the register at any time.

Noise Level
A licensed venue have an obligation to manage the noise levels of the venue, especially where noise and other disturbances can be an issue to its surroundings.
It is the responsibility of all licensees and permittees to ensure noise coming from their establishment does not exceed the noise limit that is a condition of their licence.
It is the responsibility of the licensee to make every effort to ensure the impact of entertainment, patrons and other venue related noise does not negatively impact on local residents and businesses.

Signage for premises

Conditions about training course certificates
Training obligations –
It is a condition of the licensee’s licence, licensee and member of staff involved in the service or supply of liquor at the premises must have a current training course certificate. Continued..

Conditions about training course certificates
Record keeping obligations –
Licensee needs to maintain a training register which clearly states current training course certificates kept by the licensee or matters relating to training persons involved in the service or supply of liquor at the licensed premises. Also licensee must keep a copy of training certificate held by him/her and staff involved.

Advertisement of applications
As per law, an application for the following must be advertised in a way that ensures it is clearly visible to the passing public on each road frontage –
a. A licence or variation of a licence
b. An approval of a detached bottle shop

c. An extended trading hours approval or variation of an extended trading hours approval
d. An adult entertainment permit, other than a one-off permit or subsequent permit
e. Another application that the commissioner requires, by written notice to the applicant, to be advertised.

Things to Remember !!


Employer needs to keep a hard copy of RSA Certificate in employee’s file.



Any breach of liquor licensing or responsible service of alcohol laws, can result in penalties, fines and even a loss of license. 

A standard drink is any drink that contains approximately 10 grams of alcohol. It is breach of legislation if a drink in excess of 10 grams is prepared or served at any licensed premises.



Not all glasses hold just 10 grams of alcohol.

Continued..

Things to Remember !!


If there is any doubt about the age of patron, the licensee or anyone who is responsible for the service of alcohol must ask for proof of age.



It is dangerous to drive if the blood alcohol content is excess of 0.05%



Alcohol is not a stimulant, it is depressant. It first affects the area of the brain which regulates inhibitions, judgment and self-control, thus causing the stimulated behavior.



‘Time’ and ‘NO alcohol’ are the only ways that can sober the effect of alcohol



More the alcohol consumed, the longer it will take for BAC to return to 0 (Zero).

Drinking and Driving
Under the national rules in Australia,
Drivers with open license must have less than 0.05 and with learner’s license must have 0 (zero) as a percentage of alcohol in their bloodstream when in charge of a motor vehicle. You have reached to the last bit of your course
With reference to your learning, answer the questions based on 3(three) different scenarios.

Scenario 1 – Fake ID
(Read the scenario below and answer the questions)

The scene opens at a food store which also sells alcohol. A customer (seems like a teenage boy) places a pack of beer on the cash counter for getting it billed.
Here is the conversation between store person and the customer:
Store Person (smilingly): Hey! How are you today?
Customer: I’m good
Store Person (even before scanning the pack of beer): I’m going to get to see an ID please.
Customer (surprised): Okay
Customer takes out an ID from his pocket and hands it over to store person.
Store person smells fishy about customer and looks onto his face to verify his identification. Store Person: I’m sorry! This ID does not look valid. The numbers don’t line up and it’s rough on top
Customer: That is my real ID
Store Person (firmly): I’m sorry! I won’t be able to sell you alcohol. This is not a valid ID
Customer leaves the store without even asking for returning his ID.

Scenario 2 – Drinking too fast!
(Read the scenario below and answer the questions)

The scene opens at a bar, where two girls (customers) are gossiping, giggling and having their drinks at the bar counter.
Here is the conversation between bar tender and the two girls:
Bar Tender: Would you girls like another drink?
Girl 1: We would like another one and while you get that, can you get us a couple of shots too
Bar Tender: Alright! What would you like?
Girl 2: I want a shot of vodka
Bar tender prepares and serves shots to the girls. Girls discuss amongst themselves to have more shots.
Girl 2: Hey, can we get a couple more drinks and maybe a couple of more shots please?
Bar Tender: Alright! Would you like to try some pool or darts or something?
Girl 1: Sure, you guys have a pool table
Bar Tender: Ya, we have got a pool table, its right back there. May be I can bring you some food, maybe a glass of water
Girls decide amongst themselves to have some cheese balls and orders for it.
Bar Tender: Alright! I will bring your drinks back there and your water
Girls move out of the scene towards the pool table.

Scenario 3 – Serving an Intoxicated Person!
(Read the scenario below and answer the questions)

The scene opens at a bar, where a man (probably in his late 60s) enters. His speech is slurred, loud and not clear. He then talks to another customer sitting at the bar counter and states that he has been drinking a long them and he can hold himself. Customer: Hey!
Bar Tender: Hey, How are you doing tonight?
Customer (slurring speech and completely confused): Fine! I just thought I would come here by and have a drink here and one for the road
Bar Tender: What can I get you?
Customer: How about a Budweiser!
Bar Tender: I’m sorry Sir, I don’t think I will be able to serve you tonight. It seems like you have had a lot to drink. In order for you to get home safely, I’m not going to be able to serve you.
Customer (gets annoyed and furious): Oh! Well, There are lot another bars in neighborhood, I can go there.
Bar Tender: Go ahead and try.
Customer leaves the bar.

SITHGAM201
Provide Responsible Gambling Services

By the end of this program you will be able to –
 Provide responsible service of gambling
 Provide information and assistance to customers about problem gambling

What is Gambling?
It is a situation where money is staked on an uncertain outcome. It is gamble when –


Buying a ticket in a raffle



Playing on slot machine



Buying lotto tickets



Buying scratch-Its tickets



Playing bingo



Participating in quiz on radio



Playing in casino



Betting on match



Playing pokies

Facts!
Australians spend approx. –


11 billion dollar per year on gambling



40% are said to participate in gambling regularly



1% of the Australian population have a severe gambling problem

Gambling, Gaming and Wagering
Gambling – is the very broadest term. It refers to all situations where money is staked on an uncertain (chance) outcome, so it includes both gaming and wagering
Gaming – refers to all forms of gambling except wagering i.e. it includes all legal forms of gambling other than racing and sports betting, such as lotteries, poker and gaming machines, casino gaming, football pools, interactive gaming and minor gaming (raffles, bingo, lucky envelopes etc.)

Wagering – refers to bets placed with totalisators or bookies on races, sports or other events (e.g. horse racing, greyhound racing, rugby league games)

History of Gambling
Year
1809-10

1861
1920-21
1975-76
1981-82
1984-85
1985-86

Event
First organised race meeting in Australia
(New South Wales)
First Melbourne Cup run in Victoria
Golden Casket lotteries established in
Queensland as the first government-run lottery in Australia
Pools introduced in Queensland
Lotto introduced in Queensland
Instant lotteries introduced in Queensland
First casino opened in Queensland
Continued...

History of Gambling
Year
1990-91
1991-92
1995-96
1997-98

1999-00
2002
2012

Event
Minor gaming introduced in Queensland
Gaming machines introduced in Queensland
Sports betting introduced in Queensland
Keno introduced in Queensland
Interactive
gambling introduced in
Queensland
Launch of Queensland
Responsible
Gambling Code of Practice
Australian Federal Government passes legislation for gambling reform

Why do people gamble?


They hope to win money



They believe in personal luck



To get back the money they have lost



They like the atmosphere and excitement of gambling venues



For the social aspects (company)



They want to ‘defy the odds’



They find it as a way to escape their everyday lives (e.g. depression, stress, isolation, boredom)

Potential benefits of Gambling
Some of the beneficial aspects of gambling are –


Entertainment



Charity



Tourism



Supporting community projects



Employment



Leisure



Tax revenue



Win money

In Queensland, a gambling product is illegal unless it is regulated by one of the seven Gambling Acts. The Queensland responsible gambling strategy is used as the framework to develop and deliver responsible gambling initiatives.

What is Problem Gambling?
Problem gambling is characterised by difficulties in limiting money and/or time spent on gambling which leads to adverse consequences for the gambler, others, or for the community. Or, we can also say, Problem Gambling occurs when gambling causes problems for the individual, their families or friends or social network or for the broader community.

Ripple Effect Theory
According to the Ripple Effect Theory, the behaviour of a problem gambler may potentially impact another five to ten other people in their family/social circles.

Gambling

Individual
Family & Friends
Work
Finance/Economy
Community

What is Responsible Gambling?
Problem gambling is characterised by difficulties in limiting money and/or time spent on gambling which leads to adverse consequences for the gambler, others, or for the community. Or, we can also say, Problem Gambling occurs when gambling causes problems for the individual, their families or friends or social network or for the broader community.

Responsible Gambler
Responsible gambler is the one who –


Is in control



Doesn’t take gambling too seriously



Sees gambling as entertainment not a job



Only gambles with money set aside for entertainment, never with the money for rent or food



Never borrows money to gamble from friends, money set aside for other things or credit cards
Continued...

Responsible Gambler


Sets limit on the amount of time and money they will spend



Stick to these limits and walks away when they are reached



Recognises that you can’t win in the long run and doesn’t try to chase a win



Is relaxed and sociable



Is aware of family and friends



Is happy to take frequent breaks

Concerns with problem Gambling
Government
 Job loss

Individual
 Depression



Increased crime



Suicide



Increased need for police 

Stress



Financial problems

Increased demand for government funded services



Legal problems



Work or study problems 

Community
 Costs of criminal behaviour Family and friends
 Domestic violence


Stress



Increased crime



Neglected family



Social problems due to financial loss 

Loss of income



Relationship breakdown 

Negative impact on families 

Adverse effects upon gambling venue staff



Increased demand of social and legal services Economic cost of problem gambling


Cost of crime



Increased welfare demand



Cost of regulation



Financial strain on families

Government agencies that regulate the gambling industry 

QLD Police



OLGR (Office of Liquor and Gaming Regulation)

Gambling in Queensland
In Queensland, a gambling product is illegal unless it is regulated by one of the following seven Gambling Acts –



Gambling Machine Act 1991 - regulate the use of 'Pokies' electronic gaming machines (EGM's), specifically those in clubs, pubs and hotels.



Keno Act 1996 – Keno game played in casinos, hotels and pubs 

Casino Control Act 1982 - regulates Casinos who are licensed to operate traditional casino table games and electronic gaming machines
Continued...

Gambling in Queensland


Lotteries Act 1997 – governs suppliers of Lottery games



Racing Act 2002 Wagering Act 2002 - (regulates the racing industry e.g. horses, greyhounds)



Charitable and Non-Profit Gaming Act 1999 - game to raise funds for a charity or non-profit organisation



Interactive Gambling (Player Protection) Act 1998 - ensures the State and community as a whole benefit from interactive gambling. Queensland Responsible Gambling Strategy
It is used as the framework to develop and deliver responsible gambling initiatives. It addresses the impacts of problem gambling on individuals, families and communities and has a focus on preventing problem gambling arising, as well as on developing treatment and support options.

Queensland Responsible Gambling Code of Practice
The purpose of the code of practice is to create a responsible gambling environment to minimise harm to gamblers, their families and the community. The Code of Practice aims to achieve the following outcomes:


Individuals, communities, the gambling industry and the
Government have a shared understanding of responsible gambling practices. 

Individuals, communities, the gambling industry and the
Government have an understanding of their rights and responsibilities in relation to responsible gambling practices.
Continued...

Queensland Responsible Gambling Code of Practice


The gambling industry provides safe and supportive environments for the delivery of gambling products and services.



Customers make informed decisions about their gambling practices.



Harm from gambling to individuals and the broader community is minimised. 

People adversely affected by gambling have access to timely and appropriate assistance and information.



The gambling industry considers, and applies, principles of responsible gambling to all new and emerging technologies.

Current Legislation
Queensland Responsible Gambling Code of Practice. There are six practices in the code of practice –
1. Provision of information – to enable customers to make informed decisions about their gambling
Signage must be displayed in following areas –


ATM machines



Gaming machines
Continued...

Current Legislation
2. Interaction with customers and community – effective mechanism to link with local gambling related support services and community networks
Every venue nominates a Customer Liaison Officer
(CLO) who provides appropriate information to assist patrons and staff with gambling-related problems

Continued...

Current Legislation
3. Exclusion provisions – self-exclusion and venue-initiated exclusion procedures
It includes provisions like –


Providing contact information for support services



Customers to be removed from promotional materials list



Providing support in seeking exclusion from other gambling providers

Continued...

Current Legislation
4. Physical environment – in the gaming area, making the players aware of the passage of time, and not allowing minors and intoxicated patrons. It also includes –



Providing responsible service of alcohol



Encouraging breaks in play



Gratuities not to be encouraged by staff



Customers to be discouraged from participating in extended, intensive and repetitive play



Display of clock and natural lights

Continued...

Current Legislation
5. Financial transactions – procedures for the cashing of cheques and payment of winnings, not offering betting on credit, and not locating ATM facilities in close proximity to gambling areas.

Continued...

Current Legislation
6. Advertising and promotions – devising advertising and promotions with due consideration given to the potential impact on people adversely affected by gambling.
Advertisements must comply with Advertising Code of
Ethics. The advertising and promotions must NOT –



Be false



Be misleading



Link gambling and alcohol



Focus solely on gambling



Offend community standards

Queensland Responsible Gambling Resource
Manual
The Queensland responsible gambling resource manual has been developed to provide a step by step guide to the implementation of code of practice. For every industry sector
(e.g. hotel, casino, TAB outlets, racing, lotteries etc), separate resource manual is developed which is available at each venue at all times.

Queensland’s Gambling Help Service System
To support problem gamblers, their families and friends, the
Queensland Government provides following services free of charge –


Funds full-time face-to-face Gambling Help Services in 14 centres throughout the State



Runs Gambling Help Line (1800 858 858) which provides a free and confidential 24-hour telephone counselling and referral service to people experiencing problems related to gambling



Runs Gambling Help online (www.gamblinghelponline.org.au) which provides live counselling, email support and self-help

Gambling Help Line 1800 858 858

Gambling Help Online www.gamblinghelponline.org.au
Contact details — Queensland Gambling Help Services

Service name

Provided by

Local Phone

1. Gambling Help Brisbane

Relationships Australia

[phone]

2. Gambling Help Logan

Relationships Australia

[phone]

3. Gambling Help Gold Coast

Relationships Australia

[phone]

4. Gambling Help Ipswich

Relationships Australia

[phone]

5. Gambling Help Toowoomba & South West

Lifeline Darling Downs & South West Old

[phone]

6. Gambling Help Caboolture & Redcliffe Peninsula

Alcohol & Drug Foundation (Interlock)

[phone]

7. Gambling Help Sunshine Coast

Relationships Australia

[phone]

8. Gambling Help Wide Bay & Burnett Bundaberg

Lifeline Community Care — Fraser District

9. Gambling Help Longreach

Relationships Australia

[phone]

10. Gambling Help Rockhampton & Central Queensland

Relationships Australia

[phone]

11. Gambling Help Mackay & Whitsunday

Relationships Australia

[phone]

12. Gambling Help Townsville

Centacare Townsville

[phone]

13. Gambling Help Cairns

Lifeline Cairns Region

[phone]

14. Gambling Help Mt Isa

Centacare Townsville

[phone]

[phone]/ [phone]

Residential Treatment Service
Moonyah Rehabilitation Service

Salvation Army

[phone]

Provision of Information
Providing information to patrons
Guidelines for good customer service includes –



Take the time to clarify precisely the information the patron is requesting (don’t assume)



Always respond to requests for information with respect and refer the request to an appropriate person (e.g. Customer
Liaison Officer(CLO), Supervisor or Manager), if you are not able to answer it



Wherever possible, before referring an issue to the CLO, try to explain to the patron your reason for doing so and obtain their permission Continued...

Provision of Information
Providing information to patrons
Guidelines for good customer service includes –



Ensure the information provided is accurate and complete (don’t guess or provide partial information)



Ensure the information is provided to the patron in a timely manner (as quickly as possible)



Always treat patron requests for information (e.g. about
Gambling Help Services) in a confidential manner i.e. respect the privacy of every patron. Only discuss a patron’s request for information with the appropriate people

Types of information/making information available to patrons
Type of information General purpose of information

Display and/or provision of information

Responsible Gambling Venue’s written policy on their
Mission Statement commitment to providing responsible assistance to problem gambling
Responsible Gambling Information on how venue addresses the
Policy Document problem gambling issue in the local community Responsible Gambling Information about potential risks of
Signs in venues (risk of gambling and where to get help for problem gambling and problem gambling, e.g., Gambling Help where to get help)
Line or local Gambling Help support service
Nature of games and Information (in an easy-to understand game rules format) that explains to patrons how the various gambling products are played
Odds of winning or
Information (in an easy-to-understand returns to player format) that explains to patrons the odds of winning major prizes.

To be clearly displayed in venue

To be available to patrons on request, and a notice advising patrons that it is available to be clearly displayed in the venue
To be prominently displayed in gambling area and near ATM and EFTPOS facilities; also to be available to patrons on request
To be available to patrons on request and to be included in the Player Information
Guide (availability to be clearly displayed)
To be prominently displayed in gambling area near relevant products (games); and to be included in the Player Information
Guide (availability to be clearly displayed)

Types of information/making information available to patrons
Type of information General purpose of information Display and/or provision of information
Exclusion
mechanisms

Information that explains the process of excluding patrons at avenue (e.g., self-exclusions and venue-initiated exclusions).
Complaint resolution Information on how a patron can mechanisms lodge a gambling related complaint at the venue and how it will be resolved.
Financial transaction Key elements of the venue’s policy financial transactions policy.
Other information
(e.g., legislative requirements) Example: “Rules Ancillary to
Gaming” in gaming machine venues To be available to patrons on request; and to be included in the Player Information Guide (availability to be clearly displayed)
To be available to patrons on request; and to be included in the Player Information Guide (availability to be clearly displayed).
To be available to patrons on request; and to be included in the Player Information Guide (availability to be clearly displayed)
To be prominently displayed in a conspicuous position and in a way that ensures rules are clearly legible from a reasonable distance in each gaming area on the licensed premises.

Continued...

Odds of winning
Every venue must be able to provide player with the odds of winning of common forms of gambling activities. It is very important to understand, for every gambling activity the odds of winning differs, but it always favours the house.
Odds of winning 1st division in Gold Lotto (1 game)

1 in 8,145,060

Odds of winning top prize on a Poker Machine (playing
1 in 7,000,000 maximum lines)

Odds of winning 1st division in Powerball (1 game)

1 in 54,979,155

Odds of picking the trifecta in a 13 Horse Race

1 in 1,716

Odds of winning the 10 number jackpot on Keno (1 game) 1 in 8,911,711

Responding to request for information
When sensitive matter is referred to another person, reason must be explained to the patron for doing so and his or her consent/agreement must be obtained. Patron must be assured that their identity would not be disclosed to this other person (i.e., matter can be referred for advice without naming the patron involved). By consulting in this way patron establishes the fact that his or her privacy is being respected and trust is built.

Continued...

Responding to request for information
When a patron is reluctant to grant permission to refer a very sensitive request to another person (even though reason/s for doing so have been outlined) then staff member must do either of the following –


outline the role performed by the venue’s CLO, explaining that the CLO is appropriately trained to handle such matters;



outline the advantages of the patron approaching the CLO themselves; or



referring the matter for guidance anyway (preserving the patron’s anonymity), when there are reasonable grounds to believe the patron’s wellbeing could be in imminent danger

Customer Liaison Officer (CLO)
A Customer Liaison Officer is nominated by a venue to undertake three key responsibilities –


Provide appropriate information to assist patrons with gambling related problems



Support staff in providing assistance to those patrons



Provide assistance to staff with gambling related problems Task and responsibilities performed by CLO where exclusions are concerned


Ensuring the patron is fully advised on the exclusion details and process



Issuing the patron with the relevant Exclusion Notice and
Order or Direction



Ensuring local Gambling Help service details are provided to the excluded patron



Ensuring the assistance of the local Gambling Help service is sought
Continued...

Task and responsibilities performed by CLO where exclusions are concerned


Ensuring the patron is supported in seeking self-exclusion from other gambling providers



Ensuring the exclusion is documented, maintaining a Register of
Excluded Persons



Ensuring promotional materials are not sent to an excluded patron



Ensuring all excluded patrons are treated with respect, dignity and privacy 

Provide assistance to staff with gambling related problems

Advantages to a venue establishing links with its local gambling help service provider


Assisting when a patron brings attention to a gambling problem



Assisting when a patron wants to be excluded from a gambling venue



Providing assistance when a patron wants to be excluded from other venues 

Assisting when patron’s problem is affecting him/her or family members 

Assisting venue staff to learn more about the services provided



Assisting when a co-worker has a gambling problem or suffers as a result of working in gambling venue

How can you establishing links with its local gambling help service provider?


Through telephone



Provide the contact details of the venue to the local gambling help service provider



Organise a meeting to discuss the services the local gambling help service provider can provide to the venue’s patrons and staff

Customer complaint resolution procedures
According to Code of Practice, venues must establish and actively promote customer complaint resolution procedures. It includes –

1. Clarifying the complaint


Treat complaint of every patron with respect



Carefully clarify each complaint. Gather complete details in a polite and sincere manner



Seek advice or guidance from other staff, as required, but observe patron’s privacy rights
Continued...

Customer complaint resolution procedures
2. Resolving the complaint


Resolve the complaint in a timely and polite manner yourself, where possible



Refer the complaint to a senior staff member for resolution and referral to external parties

3. Advising the patrons of the complaint resolution outcome


Advise the patron of the outcome in all cases, in a timely and courteous manner



Explain the reasons for outcome, as appropriate
Continued...

Customer complaint resolution procedures
4. Advising the complaint of available avenues of redress


Advise the patron of all available avenues of redress or appeal (especially if a patron is not satisfied with the venue’s resolution)



Provide the patron with appropriate OLGR contact details 5. Recording the complaint


Record every gambling related complaint and the corresponding actions taken in a register of complaint and actions

Possible signs of problem gambling
Some of the signs of problem gambling are –
Signs

Examples

Faulty
Player reports having a perception of chances of winning recognition which is apparently unrealistic
Loss of control Player reports –




having a problem with gambling having tried unsuccessfully to stop gambling spending too much time gambling

Player is observed –




threatening or causing physical harm to others or self selling valuables to gamble behaving in an aggressive manner towards property
Continued...

Possible signs of problem gambling
Signs
Negative impacts of gambling Use of alcohol or drugs while gambling Examples
Player reports –
 having lost a significant relationship due to gambling
 having lied to others to hide their gambling
 having lost a job due to gambling
Third party (e.g., a family member or another patron) reports –
 the patron is gambling instead of fulfilling family responsibilities(e.g. picking children up after school)
 trying to borrow or “scam” money for gambling from others (e.g. other patrons)
Player is observed as being unduly intoxicated or under the influence of drugs while gambling
Continued...

Possible signs of problem gambling
Signs
Depression or thoughts of suicide
Involvement in multiple simultaneous gambling activities
Personal remorse

Examples
Player reports they are suffering from depression and/or have thoughts suicide due to gambling
Player is observed to be participating in three or more gambling activities simultaneously (e.g. playing three or more gaming machines at a time)
Player reports –






losing household money on gambling (e.g. money that was to be used to buy groceries, pay the rent, or pay rates or electricity bill) selling valuables to gamble borrowing money to live due to gambling being unable to meet loan repayments due to gambling Making staff aware of patron’s problem gambling
Staff can be made aware of patron’s problem with gambling by either of the following –


Patron requests to be excluded from the venue



Family member or close friend of the patron request the staff of the venue indicating the patron’s problem with gambling



Staff member observes or reports patron’s gambling problem

Exclusion provisions
“Excluding a patron” means prohibiting a person from specific gambling products, services or the gambling areas of a particular gambling venue. In other words, a patron may be “excluded”
(banned) from playing particular gambling products at the venue or from entering all or part of your venue.

There are two types of exclusions –
1. Self-exclusion
2. Venue-initiated exclusions
Continued...

Exclusion provisions
Self-exclusion
Step 1 Patron requests to be excluded. Patron provided with Gambling
Help Service information
Step 2 CLO outline selfexclusion process to patron Step 3 CLO issues patron with
Exclusion Notice to complete Venue-initiated Exclusion
Venue becomes aware of issue (e.g. advised by third party or perhaps staff members). Venue may decide to exclude. CLO to document decision and reasons for the decisions
CLO outline self-exclusion process to patron. Patron to consider requesting a self-exclusion. Patron provided with
Gambling Help Service information
Active monitoring process of patron at venue. Venue decides to issue a venue initiated exclusion
Continued...

Exclusion provisions
Self-exclusion
Step 4 CLO issues patron with
Exclusion Order. Patron has
24-hour cooling off period
Step 5 Exclusion comes into effect.
CLO to document this fact on the Register of Excluded
Persons
Step 6 Exclusion enforced until it is revoked (only after 1 year after the exclusion commenced) or it lapses
(after 5 years)

Venue-initiated Exclusion
CLO issues patron with
Exclusion Direction
Exclusion comes into effect.
CLO to document this fact on the Register of Excluded
Persons
Exclusion enforced until it is revoked (only after 1 year after the exclusion commenced) or it lapses
(after 5 years)

When an exclusion lapses or is revoked
Time frame

Explanation

24-hour cooling off period

Applies only to self-exclusions. If a patron changes their mind within 24 hours of Exclusion Order being issued then a Revocation Notice – Self-exclusion is to be completed and submitted to the venue within the 24-hour time limit.

If no application to revoke the exclusion is received then
5 years maximum period any exclusion stays in place for a maximum of 5 years then it automatically lapses (expires).
Once exclusion takes effect, the excluded patron must
12 month minimum period wait a minimum of 1 year (12 months) before applying for their exclusion to be revoked (lifted).
Continued...

When an exclusion lapses or is revoked
Time frame

Explanation

1 revocation
After the 1 year (1months) minimum period, the excluded application per year patron can apply to revoke their exclusion – but a patron may submit only one Revocation Notice or Application per year, starting at the first year anniversary of the Order or Direction.
28 days for venue to act upon
Revocation Notice –
Self-exclusion

Where a patron applies to have self-exclusion revoked, the venue must act upon that Revocation Notice – Self-exclusion within 28 days or the exclusion automatically lapses after this
28-day period.

28 days for venue to act upon Venueinitiated Exclusion
Revocation Notice

Where the excluded patron applies to have Venue-initiated
Exclusion revoked, the venue must provide the patron with a
Revocation Notice & Conditions of Re-entry within 28 days or the Exclusion Direction remains in place.

Legislative and Code of Practice provisions in relation to excluding patrons
In May 2005 legislation came into effect outlining the responsibilities of all gambling providers with respect to excluding patrons from their venues. Exclusion provisions are legally binding and financial penalties may be incurred for breaches of these exclusion provisions. The legislation applied to all gambling industry sectors, except the Lotteries and the
Charitable and Non-Profit Gaming sectors. These two industry sectors are not bound by the exclusion legislation, however certain practices in the Code of Practice do apply to these two industry sectors.

How to assist the patron
To assist the patron, staff member can –


Take the person to a quiet/ private area (offer coffee and a chat) 

Offer literature on gambling



Discuss self-exclusion



Offer self-exclusion information



Ask a senior staff member for assistance if he/she is uncomfortable Physical Environment
Some of the features that create safe and supportive gambling environments are –



Minors are prohibited from gambling. In Queensland, minors are only permitted to play





Bingo (unless alcohol or a gambling product forms part of a prize
Lucky envelope games (unless alcohol or a gambling product included as a prize and/or the ticket is of the
Scratch-it type)

Minors are prohibited from designated gambling areas.
Continued...

Physical Environment


Provision of hospitality services in areas where gambling is provided is managed in such a way as to encourage customers to take breaks in play e.g. service of tea and coffee.



Child play areas/care



Where child play areas are provided, best efforts should be made to minimise exposure to areas where gambling activities are conducted.



Where gambling providers offer adjunct child care, these facilities must provide safe and suitable standards of care in accordance with relevant child care legislation.
Continued...

Physical Environment


Customers who are unduly intoxicated are not permitted to continue gambling.



Staffs working in gambling areas are not to encourage gambling customers to give them gratuities (i.e. tips).



Gambling providers implement practices to ensure that customers are made aware of the passage of time.



Gambling providers implement practices to ensure that customers are discouraged from participating in extended, intensive and repetitive play.

Financial Transactions
ATM Facilities


ATMs are not to be located in close proximity to designated gambling areas, or in the entry to gambling areas, where safe and practicable.



ATMs should not allow patrons to access cash advances on their credit card account (ATM should only allow access to savings or cheque accounts).

Continued...

Financial Transactions
Cashing of cheques and payment of winnings


Gambling providers are to establish a limit above which all winnings are paid by cheque or electronic transfer.



Gambling winnings above the set limit are paid by cheque and are not cashed on the gambling provider’s premises until the next trading day or within 24 hours of the win.



The following cheques can be cashed only by prior arrangement:


cheques not made payable to the venue



cheques not made payable to the person presenting the cheque



multiple cheques
Continued...

Financial Transactions
Credit betting (lending of money)


Gambling providers are not to provide credit or lend money to anyone for the purpose of gambling.

Advertising and Promotions
The code of practice outlines following practices which ensure advertising and promotions are delivered in a responsible manner –


complies with the Advertiser Code of Ethics as adopted by the
Australian Association of National Advertisers



is not false, misleading or deceptive



does not implicitly or explicitly misrepresent the probability of winning a prize



does not give the impression that gambling is a reasonable strategy for financial betterment



does not include misleading statements about odds, prizes or chances of winning



does not offend prevailing community standards

Continued...

Advertising and Promotions


does not focus exclusively on gambling, where there are other activities to promote 

is not implicitly or explicitly directed at minors or vulnerable or disadvantaged groups 

does not involve any external signs advising of winnings paid



does not involve any irresponsible trading practices by the gambling provider



does not promote the consumption of alcohol while engaged in the activity of gambling 

has the consent of the person prior to publishing or causing to be published anything which identifies a person who has won a prize



where appropriate, responsible gambling messages are incorporated in advertising and promotion

Staff’s Responsibilities


Provide the patron with information about the role of your venue’s
CLO



Provide the patron with information about the self-exclusion services that are available at the venue, in a supportive and respectful manner



Provide the patron with information about the local gambling help related services



Refer the patron to your CLO if they seem willing to discuss the matter with the CLO



Advise your CLO (or Manager/ Supervisor) of the patron’s situation at the earliest opportunity



Protect the patron’s identity (respect the patron’s right to privacy) at all times Supervisor’s Responsibilities


Monitor and advise the manager of any issues that needs action 

Monitor staff



Support and assist staff



Provide assistance when training is required



Assist staff with complaint handling

Manager’s Responsibilities


Ensure required signage is displayed



Ensure information on gambling help services are available



Maintain records of training, self-exclusion and incidents



Ensure staff are trained and possess required skills



Review complaints & look for opportunities of improvement

Support Services
The following organisations offer support and counselling –


Break Even



Gamblers Anonymous



Salvation Army



Life Line



Review complaints & look for opportunities of improvement

Record keeping related to incidents
In Queensland, records need to be maintained of gambling related incidents. It includes –


Self-exclusion notice



Register of excluded patrons



Register of gaming related complaints



Revocation notice

Harm Minimization
Purpose – is to foster the implementation of responsible gambling policies and procedures in the industry, which will minimise the negative impact of gambling on patrons, their families and the community.

Continued...

Harm Minimization
Strategies



Restriction on promotion and advertising



Signage



ATM’s and EFTPOS not to be located in gambling area



Limit on cash payment



Provide information on winning chances



Providing tea and coffee



Providing information on risks of excessive gambling



Minimum age of gambling – 18 years



Self-exclusion



Placement of clocks

Signages

Signages

Conditions about training course certificates
Record keeping obligations –
Licensee needs to maintain a training register which clearly states current training course certificates kept by the licensee or matters relating to training persons involved in the service of gambling at the licensed premises. Also licensee must keep a copy of training certificate held by him/her and staff involved.

RSG’s statement of competence must be updated every 3 years from date of issue.

You have reached to the last bit of your course
With reference to your learning, answer the questions based on the scenario.

Scenario - Training to a new staff member
(Read the scenario below and answer the questions)

Scene opens at a gambling area where a senior staff member is going through an overview of gambling practices to Lisa (new staff member). Here is the conversation between them Staff member: This is our new gaming area
Lisa: It’s nice
Staff member: There’s quite a lot you need to know about this area, We’re quiet strict on responsible gambling, we adhere to a Code of Practice, so I’ll run through some of it now with you just to get you started. We’ll organise some formal training for you, as soon we can.
Lisa: Ok

Staff member: We have to remind our customers that gambling is something which should be enjoyed, but for some people it can get out of hand. These signs should always be kept visible (pointing to one of the signage displayed in the gambling area)
Lisa: I see
Continued...

Scenario - Training to a new staff member
(Read the scenario below and answer the questions)

Staff member: It might take you a while before you notice the signs of problem gambling. I still miss some of them, but we do our best. If you notice someone getting overly emotional around the machines, or spending too much time on them, let us know. We have a responsibility to exclude people, and sometimes they even ask us to exclude them. It means that we restrict them from using the gambling facilities and we make sure that we don’t tempt them by sending out promotional material enticing them to gamble. I’ll introduce you to Marie later, she’s our
Customer Liaison Officer. She’s been trained to help them and us.
Lisa: Do they ever get mad at you?
Staff member: Some do, but we have to what’s right for our patrons and comply with the Law. Don’t worry, if you notice something, just pass it on to Marie or myself. We won’t leave you in the lurch. We have to make sure that we don’t add to the problems or create new ones.
Lisa: How do I do that?
Continued...

Scenario - Training to a new staff member
(Read the scenario below and answer the questions)

Staff member: Things like, making sure the natural light is visible, the cards are stocked, and that the signs are clearly showing. And that clock should always be on the right time. Some people have no idea how long they have spent here. I heard in some places of people forgetting to pick their children up from school.
Lisa: That’s sad
Staff member: We know that people can get carried away with gambling, thinking that they can always win, we make sure our advertising isn’t misleading. I’ll give you a copy of the Advertising Promotions Guidelines for you to look at, at your own pace. Of course we make money out of gambling but they need to know they can’t always come out a winner. That’s why we have easy to understand information about the odds of winning available in the venue. We have to balance between them enjoying themselves and reducing the problems some people may encounter. We also have policies like, anyone on the gaming area cannot accept tips.
Continued...

Scenario - Training to a new staff member
(Read the scenario below and answer the questions)

Lisa: Really? Why not?
Staff member: I guess it’s… so we’re not actively encouraging them for our own gain. Some patrons may wonder why other patron has just given the staff some money - like they may have been told which machine is going to pay or something like that. Obviously, we don’t know, but some patrons may think that. Also, anyone intoxicated isn’t allowed to gamble. Someone would lose everything if they weren’t thinking straight
Lisa: I see
Staff member: No minors are allowed near the machines. In the dining area is
OK, or in the children’s play room, but this area is off limits. You may need to explain that to some customers who bring their children in here. Most are Ok about it, but some can be a bit of a problem.
Lisa: I have noticed there’s no ATMs in here. Do people mind leaving their machines to get money?
Continued...

Scenario - Training to a new staff member
(Read the scenario below and answer the questions)

Staff member: The ATM isn’t I here on purpose, we encourage people to have a break from the machines, anyway. We do things like, only pay big winnings by cheque and that cheque can’t be cashed that day. We don’t give credit and especially for gambling, we don’t cash cheques. People are allowed to do whatever they like with their money, but we don’t cash in on them when they are not thinking straight, which can happen when they are having a losing streak and are desperate to win back their losses, or even if they’ve had a win, and they think they can win even more.
Lisa: (sighs) There’s a lot to learn
Staff member: You’ll be fine. It’s just a matter of common sense and doing the right thing. We’re all in this together.
Staff member and Lisa leaves the area so that Lisa gets introduced with
Marie (CLO)