Responsible Service of Gambling

At Bribie Island RSL, the safety & wellbeing of our members & visitors, relating in particular to responsible service of gambling, is a priority. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling. Customer Liaison Officers (CLO’s) are available to answer any queries you may have. Our focus is to be able to provide quality & current information to assist anyone who may be experiencing issues with gambling. Below is a wide range of self-help resources as well as our relevant policies & procedures. Hard copies of our policies & procedures as well as Gambling Help pamphlets etc are available from our Gaming Cashier.

Useful Links

Self-exclusion is a program that enables a person to ban themselves from gaming venues and/or internet gambling. For anyone feeling that their gambling is becoming a problem it can provide a concrete tool to help keep them safe. All Australian gambling providers are required to provide customers with the option to self-exclude from their venue or products. So whether someone wants to ban themselves from going to venues such as clubs, pubs or TABs or from placing a bet on gambling websites such as SportsBet, TattsBet or Tattersall’s, self-exclusion is available. There are no costs involved in the process and the individual chooses which venues, casinos or websites to be excluded from. There is a minimum period agreed upon and once this time expires the person applies to have their gambling account re-opened or to be able to enter the gaming area of a venue.

Self-Exclusion Process

For venue self-exclusion, the program participant is guided through the process of signing a deed of self-exclusion, nominating the venue/s or areas of a venue they will be excluded from and agreeing that they will not enter the restricted gaming area. Photographs of the participant are then taken and displayed to appropriate staff members of the nominated gaming venue/s. Client details are treated with discretion at all times. There is no charge for self-exclusion for gaming venues or online gambling.

Click here to access the downloadable Self-Exclusion Form

Gambling Complaint Handling Procedures

Bribie Island RSL will manage gambling related complaints in accordance with the procedures as outlined below;

Team members are to refer gambling-related complaints to the Customer Liaison Officer (CLO) or The Duty Manager on shift.
The CLO will make contact with the patron and identify and define the nature and cause of the complaint, including giving assurance on confidentiality and privacy as per Bribie Island RSL’s policies.
The CLO will determine whether the complaint can be resolved immediately or should be referred to a higher level.
If the complaint can be resolved immediately, the CLO will take necessary steps to resolve the complaint on the spot.
If the complaint is to be referred to a higher level, the CLO will then inform the patron of the timeframes involved in communicating and getting a response on to complaint from the higher level.
The CLO will communicate the proposed solution to the patron, including the basis (legislation, policies etc.) on which the solution was framed.
If the patron is not satisfied with the outcome, the CLO will advise the patron to seek their own legal or professional advise (at their own expense should they wish).
The CLO will record details of the complaint and action taken in a Gambling – Related Incident Report.

Financial Transaction Policy

ATM’s & EFTPOS

Bribie Island RSL is required to locate ATM’s as far as practical, away from designated gambling areas. Bribie Island RSL is required to locate ATM’s so that they are not in direct line of sight or visible from designated gaming rooms.

Credit

Providing credit to gamble is illegal and will not be extended under any circumstances.

Cashing of cheques

We won’t cash cheques.

Payment of prize winnings

The following cash payout limits apply;

Gaming machines: $5000
TAB: $5000
Keno: $1000

Gaming Machines – Bribie Island RSL will provide a choice of payouts if the winning amount or transaction is greater that the cash payout limit for Bribie Island RSL ($5000);

pay either the whole amount by cheque or
pay partly in cash to the maximum limit, with the balance of the payout paid by cheque.

Keno – Bribie Island RSL will provide a choice of payouts if the winning amount or transaction is greater that the cash payout limit ($1000);

pay either the whole amount by (KENO) cheque or
pay partly in cash to the maximum limit, with the balance of the payout paid by (KENO) cheque.

Player information guide

The purpose of the Player information guide is to assist you to make informed decisions on your gambling at Bribie RSL Club and this guide can be located at the cashier in the gaming room.

Gaming products

The gaming products at the Bribie Island RSL are regulated by the government to ensure they meet strict standards. These standards cannot be changed or altered without government approval.

Odds of winning

There are different odds of winning for different gaming products as follows:

Odds of winning top prize on a poker machine (playing maximum lines)—up to 1 in 7,000,000

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

Odds of winning on wagering through TAB are displayed on monitors for each particular race.

Gamble Responsibly

Gambling is fun as long as it is responsible and you are in control. Only you can decide how much time and money you want to spend on gambling at the club. You should spend only what you can afford to lose. Take a break from your gaming machine from time to time. Gaming machines and games are products of chance and randomness and there is no guarantee that you will achieve the winning outcomes any of the time. While gaming machines are programmed to return between 85—92 per cent to the player, the player return rate is not an outcome of a single game but an average of many games on that machine over a period of time. You cannot ‘confuse’ or ‘trick’ gaming machines to produce winning outcomes by playing at certain times of the day, touching the machine in a certain way, changing the speed of play or changing bet levels.

RSG House Policy

Bribie Island RSL offers a range of gambling products to its members, guests & visitors. Bribie Island RSL is committed to ensure that management of these products & related high customer service standards provided by the Bribie Island RSL are delivered in a manner which consistently demonstrates industry best practice. Through full commitment & endorsement of the Bribie Island RSL, the implementation & monitoring by the senior management team, & delivery by our fully trained team, we ensure the safety & wellbeing of our members, guests & visitors, in particular to responsible service of gambling, is a priority. We have developed a strong partnership with our local Relationships Australia branch. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling, and Relationships Australia has a key role in facilitating this. All of our Duty Managers are Customer Liaison Officers (CLO’s).

Our focus is to be able to provide quality & current information to assist anyone who may be experiencing issues with gambling. Below is a wide range of self-help resources as well as our relevant policies & procedures. Hard copies of our policies & procedures as well as Relationships Australia & Gambling Help pamphlets etc are available from our Gaming Cashier. The following information is driven by the Responsible Gambling Code of Practice & describes how Bribie Island RSL provides & manages gambling products.

Practice 1 Provision of Information

Responsible Gambling Statement

Bribie Island RSL has developed a written statement on the commitment to providing responsible assistance to problem gambling.

Responsible Gambling Policy Document (House Policy)

Bribie Island RSL has developed our policy which contains information on how we address the problem gambling issue in the local community to be available to patrons on request and a notice advising patrons that it is available to be clearly displayed in the venue.

Responsible Gambling Signs in venues (risk of problem gambling and where to get help)

Bribie Island RSL provides information about potential risks of gambling and where to get help for problem gambling, e.g. Gambling Help Service, Gambling Help Line & Relationships Australia is prominently displayed throughout all gambling areas, all toilets, notebreakers and beside all ATM, EFTPOS facilities. Bribie Island RSL have gambling help brochures available at our gaming cashier. We also have discrete Responsible Gambling take home packs (available from gaming cashier) which provide a wide range of information including Self Exclusion forms. The Bribie Island RSL website has links to the above help services, has all of our responsible gambling in downloadable documents including Self Exclusion forms, links to foreign language help information & links to the Keno & TAB responsible gambling web pages.

Nature of games and game rules

Bribie Island RSL provides information (in an easy-to-understand format) that explains to our patrons how the various gambling products are played and is available to patrons on request and included in the Player Information Guide. See also 1.3 Responsible Gambling (above).

Odds of winning or returns to player

Bribie Island RSL provides information (in an easy-to-understand format) that explains to our patrons the odds of winning major prize to be included in the Player Information Guide (availability to be clearly displayed). See also 1.3 Responsible Gambling (above).

Exclusion mechanisms

Bribie Island RSL provides information regarding exclusion provisions (self exclusions and venue-initiated exclusions) to our patrons. We provide discrete Responsible Gambling take home packs on request (available from the gaming cashier) which provide a wide range of information including self exclusions & the Self Exclusion form. The Bribie Island RSL website has downloadable a Self Exclusion form.

Complaint resolution procedure

Bribie Island RSL has a gambling related Complaint Handling Procedure which contains information on how a patron can lodge a gambling-related complaint at the Club and how it will be resolved. This procedure is available on request at our gaming cashier.

Financial Transaction Policy

Our Financial Transaction Policy outlines the key elements of how Bribie Island RSL manages certain in-house gambling related financial transactions. This is available to patrons on request at our gaming cashier. 1.9 Other information (e.g. legislative requirements) “Rules Ancillary to Gaming” is prominently displayed in next to our gaming cashier & 2 additional areas within the gaming room.

Practice 2 Interaction with Customers and the Community

2.1 The venue CLO provides appropriate information to assist patrons with gambling related problems. All of Bribie Island RSL’s Duty Managers, Operations & General Manager are CLOs & have participated in formal CLO training. All Club team members are aware where all responsible gambling information is displayed in the venue; what information is available upon request and what information is contained in each document.

2.2 Our CLOs support staff in providing assistance to those patrons with gambling related problems. Our CLOs can provide advice to our team on responsible gambling materials, exclusion provisions, physical environment, financial transaction policy and practices and advertising and promotions policies.

2.3 The venue CLO provides assistance to staff with gambling related problems. Our management team/CLOs understand that patrons experiencing difficulty with problem gambling can adversely affect a team member’s emotional state. As well, team members may become problem gamblers themselves.

2.4 The venue CLO can provide contact details of the local Gambling Help Service. We have pamphlets available with both Relationships Australia & Gambling Help Service.

2.5 The venue CLO has established links with the local Gambling Help Service. We have developed a strong partnership with our local Relationships Australia branch. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling, and Relationships Australia has a key role in facilitating this.

2.6 Venue staff are familiar with the venue’s customer complaint resolution mechanism or the venue CLO can advise staff in this regard. Bribie Island RSL team members are to refer gambling-related complaints to the CLO on duty. The Duty Manager on every shift is a CLO. The CLO will make contact with the patron and identify and define the nature and cause of the complaint, including giving assurance on confidentiality and privacy as per Bribie Island RSL policies. The CLO will determine whether the complaint can be resolved immediately or should be referred to a higher level. If the complaint can be resolved immediately, the CLO will take necessary steps to resolve the complaint on the spot. If the complaint is to be referred to a higher level, the CLO will then inform the patron of the time frame involved in communicating and getting a response on to complaint from the higher level. The CLO will communicate the proposed solution to the patron, including the basis (legislation, policies etc.) on which the solution was framed. If the patron is not satisfied with the outcome, the CLO will advise the patron to seek their own legal or professional advise (at their own expense should they wish). The CLO will record details of the complaint and action taken in a Gambling – Related Incident Report. Bribie Island RSL has developed a strong partnership with our local Relationships Australia branch. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling, and Relationships Australia has a key role in facilitating this through guest speaking at our whole of team & gaming team meetings. All our management & team members are required to renew their RGS certification.

Practice 3 Exclusion Provisions

3.1 The CLO understands Self Exclusion. Bribie Island RSL must & will exclude a patron who requests self exclusion. Our team takes reasonable steps to prevent patron who is excluded from entering or remaining on a premises. All management team are sent emails identifying new exclusions. A photo log of all current excluded persons is sighted & signed off on daily by all team members on commencement of their shift. The patron is issued with an Exclusion Notice and Exclusion Order. The patron has a 24-hour cooling off period to reconsider their decision. If the patron changes their mind within 24 hours, a Revocation Notice & subsequently a self exclusion will be completed within the 24-hour time limit.

3.2 The CLO understands Venue Initiated Exclusions.

3.3 The CLO is aware of exclusion time periods. Once exclusion takes effect, a patron cannot apply for it to be revoked for a minimum of 12 months. A patron can apply for an exclusion to be revoked only once a year. Exclusions remain in effect (unless revoked) for a maximum of 5 years.

3.4 The CLO provides advice and information to venue staff on the exclusion process.

3.5 The CLO ensures the excluded patron is fully advised of the exclusion details and process and can issue the patron with the relevant Exclusion Notice and Order or Direction. Our CLO completes the exclusion documentation and the excluded person is fully informed of the terms of the exclusion, the products they are barred from using and the areas of the Club they are not permitted to access during the period of exclusion.

3.6 The CLO ensures the local Gambling Help Service details are provided to the excluded patron. As Bribie Island RSL has developed a strong relationship with Relationships Australia, we recommend & provide their brochure as well as the Gambling Help Service information.

3.7 The CLO has sought assistance from the local Gambling Help Service regarding exclusions. Bribie Island RSL strong relationship with Relationships Australia’s Gambling Help Service Community Educator/Counsellor ensures that we have access to over the phone, email & face to face advice relating to effectively encouraging patrons to seek assistance. We are aware that we can contact Gambling Helpline for assistance with non English speaking patrons. Our CLO’s are aware that they can refer TAB patrons to the TAB website to initiate both online & self exclusion. The CLO can contact the local gambling help service and discreetly request advice or guidance, asking general questions relating to the situation and not disclosing the patron’s identity at this stage.

3.8 The CLO has ensured promotional materials are not sent to an excluded patron. Part of Bribie Island RSL internal self exclusion process is to stop correspondence or promotional material being sent to members who are excluded or known to have formally requested that this information not be sent.

3.9 The CLO has ensured that all excluded patrons have been treated with respect and dignity and strict confidentiality is maintained. The privacy of the patron should be protected at all times.

3.10 Venue staff are able to recognise the possible signs of problem gambling and to respond appropriately.

Practice 4 Physical Environment

4.1 Equipment is positioned appropriately ATMs, EFTPOS devices and change machines are positioned away from gambling areas where practicable. This means that patrons who are gambling must leave the gambling area to access further cash to gamble. This “break in play” is providing the patron with an opportunity to consider whether they wish to continue gambling.

4.2 Venue environment is safe for patrons all of the time.

4.3 Minors are prohibited from gambling. Signs warning prohibiting underage gambling are prominently displayed at both entrances to the gaming room, TAB & Sports Bar area. Appropriate proof of age is requested from gaming, keno & TAB customers if they look under the age of 25.

4.4 Minors are prohibited from designated gambling areas. Signs advising patrons that minors are prohibited from our both our gaming room entrances are clearly displayed.

4.4 The service of alcohol is managed in such a way as to encourage patrons to take breaks in play. Bribie Island RSL employs Gaming Hosts who manage the service of alcoholic & non alcoholic beverages to our customers in the gaming room.

4.5 Patrons who are unduly intoxicated are not permitted to continue gambling. All team members are required to undertake refresher courses as required, to ensure proactive management of the service of alcohol & early identification of undue intoxication.

4.6 Venues offering adjunct child care. Bribie Island RSL provides its members, guests & visitors with a childrens’ playroom. This is not classified as an adjunct childcare facility. Conditions of use of Kids area are that the children must be supervised by a suitable parent or guardian at all times.

4.7 Staff working in gambling areas are not to encourage gambling patrons to give them gratuities (tips).

4.8 Venues implement practices to ensure that patrons are made aware of the passage of time. Bribie Island RSL gambling area has clearly visible clocks.

4.9 Venues implement practices to ensure that patrons are discouraged from participating in extended, intensive and repetitive play. Bribie Island RSL Gaming Hosts manage customers who may be participating in extended play by ie engaging in conversation, reminding them that it is a meal time, outlining other activities in the Club (live entertainment) etc

Practice 5 Financial Transactions

5.1 Venue’s financial transactions policy document should outline the financial practices at the venue and should be made available to any patron upon request. Bribie Island RSL Financial Transactions Policy outlines the key elements of how Bribie Island RSL manages certain in-house gambling related financial transactions e.g., how cheques can be cashed, how winnings are to be paid, etc. This is available to patrons on request at both of the club’s reception areas & our gaming cashier. This document should be available upon request by a patron (and this fact is to be displayed in the venue).

5.2 Equipment is positioned appropriately ATMs, EFTPOS devices and change machines are positioned away from gambling areas where practicable. This means that patrons who are gambling must leave the gambling area to access further cash to gamble. This “break in play” is providing the patron with an opportunity to consider whether they wish to continue gambling.

5.3 ATMs should not allow patrons to access cash advances on their credit card account (ATM should only allow access to savings or cheque accounts). This measure ensures that patrons only gamble with money they possess (e.g. in their savings account) and cannot gamble with money they “do not have” (i.e., their credit card accounts).

5.4 Large wins above the approved cheque clearance limit for the venue must be paid by cheque – part payments of cash and a cheque to the total win amount are permitted. Bribie Island RSL has a cash payout limit, for gaming machines, of $5000 & Keno of $1000. This allows the patron to have a period of time (at least 24 hours) to consider what to do with their winnings (rather than having the cash available to continue gambling).

5.5 Patrons cannot cash a winner’s cheque at the venue.

5.6 Under no circumstances does the venue allow credit betting to take place. The Code or Practice (and all Queensland gambling legislation) states that: gambling providers must not provide credit or lend money to anyone for the purpose of gambling. Severe penalties apply to this practice, ranging from fines to the cancellation of the gambling provider’s licence. The rationale, again, is to ensure that patrons only gamble with money they possess – that patrons do not gamble with money they “do not have” (i.e. money they have borrowed) and patrons do not run up gambling debts.

5.7 The Customer Liaison Officer:

provides advice/information to Bribie Island RSL team members and patrons on any of the venue’s financial transactions policies.
responds to issues brought to their attention by other Bribie Island RSL team members (i.e., rectifying those issues).
ensures breaches do not occur (e.g.,credit betting); and
documents any such breaches as required.

5.8 Venue staff support the CLO in this regard by:

providing advice/information to patrons and referring any query they cannot answer to the CLO and
ensuring breaches do not occur (e.g., credit betting) and bringing any such issue to the attention of the CLO.

Practice 6 Advertising and promotions

The Code of Practice outlines 13 practices ensure advertising and promotions are delivered in a responsible manner. Compliance documents include; Liquor Act 1991 Guideline 60, Code of Ethics (AANA), RG Code of Practice Resource Manual and QLD Responsible Gambling Advertising and Promotions Guideline. All of the Club Marketing Materials have the Gambling Help Online logo and contact details, a positive gaming message and where any promotional relevant terms and conditions can be viewed (Print and Electronic material).

Bribie Island RSL ensures that advertising and promotions:

6.1 comply with the Advertising Code of Ethics as adopted by the Australian Association of National Advertisers. Any advertising or promotions aligns with the Advertiser Code of Ethics.

6.2 are not false, misleading or deceptive and any advertisement or promotion is based on fact. Having available any terms and conditions to any promotion or condition of winning. Ensuring that any prize or offer that is advertised or promoted is available at the time of the advertisement or promotion.

6.3 does not implicitly or explicitly misrepresent the probability of winning a prize. Responsible advertising and promotion will emphasise the fun and entertainment aspect of gambling and not imply an individual promise /guarantee of winning. Winning will not be presented as the probable or likely outcome in each playing instance or session of play.

6.4 does not give the impression that gambling is a reasonable strategy for financial betterment. Responsible advertising and promotion will not promote gambling as an easy and automatic alternative to employment or earning an income, financial investment, way of solving financial problems or way to achieve financial security.

6.5 does not include misleading statements about odds, prizes or chances of winning. Responsible advertising and promotion will not make false promises/statements about the odds, prizes or chance of winning. This includes not suggesting that skill can influence games that are really games of chance.

6.6 does not offend prevailing community standards. Responsible advertising and promotion will reflect decency, dignity and good taste and adhere to prevailing community standards.

6.7 does not allow gambling to dominate, where there are other activities to promote Responsible gambling advertising and promotion will ensure there is a balance between messages about gambling and other activities offered by the gambling provider.

6.8 is not implicitly or explicitly directed at minors or vulnerable or disadvantaged groups. Media selection and placement of television advertising will be in accordance with the Commercial Television Industry Code of Practice. Advertising and promotion is not directed primarily at the vulnerable or disadvantaged groups by linking social and financial betterment issues to gambling.

6.9 does not involve any external signs advising of winnings paid. External signs include signage able to be viewed from any external part of a gambling provider’s premises. This also includes signage not on the premises, such as highway billboards.

6.10 does not involve any irresponsible trading practices by the gambling provider – persuade an individual to gamble who, in the absence of an inappropriate inducement, would not have otherwise. This may result in individuals being persuaded to gamble for longer periods of time and in a more excessive and irresponsible manner than they otherwise would have done.

6.11 does not depict or promote the consumption of alcohol while engaged in the activity of gambling.

6.12 has the consent of the person prior to publishing or causing to be published anything which identifies a person who has won a prize. Gambling provider will not publish anything which identifies any person who has won a prize, unless that person has given prior consent.

6.13 where appropriate, positive responsible gambling messages are incorporated in advertising and promotion An example of a positive message : “Keep gambling enjoyable, gamble responsibly.”

6.14 Venues are to ensure that patrons who are excluded (either self-exclusion or venue-initiated exclusion) are not sent advertisements or promotional materials.

6.15 Similarly, venues are to respect the wishes of patrons (not excluded) who request that such advertising and promotional materials are not sent to them.

6.16 The role of the Customer Liaison Officer (CLO) includes: Providing advice and information to venue staff and patrons on any of the venues’ advertising and promotion policies, responding to issues brought to their attention by other venue staff (i.e., resolving those issues).

6.17 Venue staff support the CLO in this regard by providing advice and information to patrons and referring any query they cannot answer to the CLO. The Bribie RSL Club Responsible Gambling Policy will be reviewed on a regular basis by the Management team.