Taylrs Lakes Htel Respnsible Gambling Cde f Cnduct 2012 Apprved by the VCGLR 27 June 2012 PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 1 f 12
Gaming Venue Respnsible Gambling Cde f Cnduct 1. Venue cmmitment t Respnsible Gambling The Taylrs Lakes Htel is cmmitted t prviding the highest standards f custmer care and respnsible gambling. Our Respnsible Gambling Cde f Cnduct describes hw we d this. Respnsible gambling in a regulated envirnment is when cnsumers have infrmed chices and can exercise a ratinal and sensible chice based n their circumstances. It means a shared respnsibility with cllective actin by the gambling industry, gvernment, individuals and cmmunities. This message is displayed at the entrance t the gaming rm and/r at the cashier s statin in the gaming rm. 2. Availability f the Cde f Cnduct This Cde will be made available in written frm, including in majr cmmunity languages, t custmers upn request. A sign advising custmers f this is displayed at the gaming rm entrance r the cashier s statin in the gaming rm. The Cde will als be available (in additin t English) in cmmunity languages n the venue s website. (Applies nly where the venue has a website) Languages will include: Greek Italian Vietnamese Chinese Arabic Turkish Spanish PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 2 f 12
3. Respnsible Gambling Infrmatin The Taylrs Lakes Htel displays respnsible gambling infrmatin in a range f frms, including brchures, psters and Electrnic Gaming Machine (EGM) n-screen Player Infrmatin Displays (PIDs). Examples include: (a) Hw t gamble respnsibly (b) Hw t make and keep a pre-cmmitment decisin (c) The availability f supprt services PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 3 f 12
(d) The payment f winnings plicy By law, all winnings r accumulated credits f $1,000 r mre must be paid in full by cheque that is nt made ut t cash. These winnings cannt be prvided as machine credits. (a) The prhibitin n the prvisin f credit fr gambling The Gambling Regulatin Act 2003 prhibits this venue frm prviding credit t custmers fr playing gaming machines. (b) The venue s self-exclusin prgram The Taylrs Lakes Htel prvides a self-exclusin prgram. Fr infrmatin abut the prgram, custmers may speak with the Respnsible Gaming Officer/Gaming Duty Manager r pick up a cpy f the Self-Exclusin brchure displayed in the gaming rm. Display screens in the venue als peridically shw respnsible gambling tips and cntact infrmatin details fr prblem gambling supprt services. (This is nly applicable where the venue has display screens that are capable f displaying this infrmatin.) PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 4 f 12
(e) Further infrmatin The Taylrs Lakes Htel prvides custmers with further infrmatin regarding respnsible gambling, including: Hw t access the Cmmnwealth Gvernment s website Mney Smart www.mneysmart.gv.au r similar gvernment mney management website. Hw gamblers and their families r friends can find gambling supprt services and self-exclusin prgrams and the State Gvernment s prblem gambling supprt website www.prblemgambling.vic.gv.au 4. Gambling Prduct Infrmatin The rules fr each Electrnic Gaming Machine (EGM) game, including the chances f winning, are available by ging t the Player Infrmatin Display (PID) screens n the machine. Infrmatin n hw t view the PID screens is available frm a member f staff and/r by reading the Player Infrmatin Display (PID) brchure, available within the gaming rm at a minimum. PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 5 f 12
5. Pre-cmmitment Strategy The Taylrs Lakes Htel encurages custmers wh play Electrnic Gaming Machines (EGMs) t set a time and mney limit accrding t their circumstances. Signs in the gaming rm and n EGMs recmmend that custmers set a limit and keep t it. All EGMs at this venue enable a player t track the time and amunt f mney spent during a sessin f play. Infrmatin n hw t activate sessin tracking is available frm venue staff and in the Player Infrmatin Display (PID) brchure displayed in the venue. The Taylrs Lakes Htel als displays signs and brchures in the gaming rm with infrmatin n the triggers that can lead t verspending. These include: gambling every day r finding it hard t stp at clsing time; gambling fr lng perids, that is, fr three hurs r mre withut a break; aviding cntact while gambling, cmmunicating very little, barely reacting t events ging n arund the player; trying t brrw mney frm staff r ther custmers r cntinuing t gamble with the prceeds f large wins; aggressive, anti-scial r emtinal behaviur while gambling; trying t win back what has been lst; gambling when feeling stressed r unhappy; lsing cntrl because f t much alchl. PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 6 f 12
6. Interactin with Custmers The staff at the Taylrs Lakes Htel are cmmitted t prviding cnsistently high levels f custmer service, including being cnstantly aware f their custmers and the venue s respnsibility twards Respnsible Gambling. The Taylrs Lakes Htel has a nminated Respnsible Gambling Officer/Gaming Duty Manager wh is always available when the venue is pen. A persn, wh appraches a staff member fr infrmatin abut prblem gambling services r shws signs f having a prblem with their gambling, will be directed t the Respnsible Gambling Officer/Gaming Duty Manager fr help. A custmer displaying signs f distress r unacceptable behaviur will be apprached by a staff member wh will ffer assistance. These signs may include, but nt be limited t: a persn either gambling every day r finding it difficult t stp gambling at clsing time; gambling fr extended perids. That is, gambling fr three hurs r mre withut a break; aviding cntact while gambling, cmmunicating very little with anyne else, barely reacting t events ging n arund them; making requests t brrw mney frm staff r ther custmers r cntinuing t gamble with the prceeds f large wins; displaying aggressive, anti-scial r emtinal behaviur while gambling. This assistance may take the frm f: staff interacting with the custmer and encuraging them t take a break frm the gaming machine; staff ffering the custmer sme refreshments (eg. cup f tea r cffee) in a quieter, mre private part f the gaming venue. If the behaviur culd be due t prblem gambling, the custmer will be referred t the Respnsible Gambling Officer. Cntacts with custmers by the Respnsible Gambling Officer are recrded in a Respnsible Gambling Register and include actin taken. This register is cvered by the Privacy Act. Details t be included in the register include: the date and time f the incident r matter; the name(s) f the staff member(s) invlved; the name f the custmer invlved (if available); an utline r verview f the incident r matter; actin taken by staff (eg: the prvisin f Gambler s Help / Self Exclusin infrmatin); PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 7 f 12
7. Staff Gambling Plicy Emplyees f the Taylrs Lakes Htel are nt permitted t gamble here at any time, including playing gaming machines, ken, wagering r purchasing lttery tickets. Venue management may decide t allw ff duty emplyees t gamble in the venue hwever the fllwing cnditins apply; Staff cannt gamble prir t r after their shift and therefre are nly permitted t gamble n their rstered day ff. Staff are nt t wear unifrm and; Staff are nt t wear their gaming Licence This will be reflected in the Venues Respnsible Gambling Plicy and Prcedures Manual tgether with a Staff Gambling Plicy Statement in the Venues Respnsible Gambling Register. Custmers wh wish t btain infrmatin regarding the Venues Staff Gambling Plicy shuld direct their enquiries t the Duty Respnsible Gambling Officer r the Duty Manager. Each year respnsible gambling prfessinal develpment sessins fr staff are held in cnjunctin with the lcal Gambler s Help service. Infrmatin abut respnsible gambling and prblem gambling supprt services is in the package received by staff members when they start emplyment. The Taylrs Lakes Htel will assist any staff member wh indicates they may have a gambling prblem by ensuring they are given infrmatin abut prblem gambling and the supprt services available. The emplyee s right t privacy will be respected and any such matters will nt be recrded in the register. 8. Prblem Gambling Supprt Services The Taylrs Lakes Htel is cmmitted t maintaining strng links with lcal prblem gambling supprt services. Senir staff frm this venue will meet regularly with the lcal Gambler s Help/Venue Supprt Wrker prgram. Examples f these meetings may include: hlding annual staff training sessin, run by the lcal Gambler s Help service; twice yearly meetings between the Venue Operatr / Manager and the Gambler s Help service. Details f these meetings will be kept in a Respnsible Gambling Flder / Register t be lcated in the Gaming Rm. The meeting details must include: PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 8 f 12
9. Custmer Cmplaints time and date f the meeting; attendees at the meeting; tpics discussed; utcmes / actin items frm the meeting; next meeting date. A custmer with a cmplaint abut the peratin f this Cde f Cnduct shuld make it in writing directly t the venue management. All cmplaints will be checked by the venue manager t make sure that they are abut the peratin f this Cde. Cmplaints abut custmer service r machine peratins shuld g directly t the venue manager / staff n duty. Venue staff will assist custmers with this prcess if asked. Cmplaints will be investigated sensitively and as sn as pssible. Cmplaints will be reslved in the fllwing way: all cmplaints will be acknwledged prmptly; if it is decided nt t investigate the cmplaint as it des nt relate t the peratin f the cde, yu will be infrmed f the reasns; during the investigatin f yur cmplaint the Venue Manager may seek infrmatin frm the staff member cncerned n the subject f the cmplaint; the Venue Manger will seek t establish whether yu have been treated reasnably and in accrdance with the Respnsible Gambling Cde f Cnduct; if yur cmplaint is substantiated, the Venue Manager will infrm yu f the actin that is t be taken t remedy the prblem; yu will always be infrmed f the utcme f yur cmplaint; cmplaint details will be maintained in the Respnsible Gambling Flder / Register; infrmatin abut the cmplaints will be prvided t the VCGLR if requested. If a cmplaint cannt be reslved at the venue it ges fr reslutin t the Institute f Arbitratrs and Mediatrs Australia (IAMA). Either party invlved in the cmplaint may cntact the IAMA. T initiate a cmplaint either party can g t IAMA s web site (www.iama.rg.au), dwnlad a Dispute Reslver frm, and then submit this cmpleted frm with the relevant fee t the IAMA. The mediatr / arbitratr will then cntact bth parties t facilitate a reslutin. These frms are als available at this venue Nte: Cmplaints sent t this independent bdy fr reslutin may be expensive. All parties are urged t attempt t reslve the matter at the venue level befre ging t prfessinal mediatin. PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 9 f 12
Dcumentatin regarding all cmplaints (bth valid and invalid) against the cde must be maintained in the Respnsible Gambling Flder / Register fr access by the VCGLR as required. 10. Minrs Gambling by minrs, including the sale f gambling prducts and services, is prhibited. Signs are lcated at every gaming rm entrance banning minrs frm entering the rm. All staff share the respnsibility fr asking fr prf f age if they are uncertain whether a custmer is at least 18. If relevant verificatin cannt be prduced, the custmer must be asked t leave the gaming rm. 11. Gambling Envirnment Custmers will be encuraged t take regular breaks frm gaming machine play. This encuragement may take the frm f an annuncement regarding a staged event. Types f staged events may include: Annuncing that mrning tea is nw available; Annuncing a member s draw; The cmmencement f activities such as mrning meldies. Clcks are in all majr areas f the venue s custmers knw time is passing. Staff will mentin the time when making annuncements abut venue activities. 12. Financial Transactins The Taylrs Lakes Htel des nt cash cheques frm custmers. A sign stating this is displayed at the cashier s statin in the gaming rm. Winnings belw $1,000 frm gaming machines at this venue can be paid by cash and/r cheque. By law all f the winnings r accumulated credits f $ 1,000 r mre must be paid ut entirely by cheque, which cannt be made ut t cash. These winnings r accumulated credits cannt be prvided as machine credits. A Prize Payment Register is maintained in the gaming rm. PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 10 f 12
13. Advertising and prmtins Unaddressed advertising f EGM gambling prducts is prhibited in Victria. All nn-egm advertising undertaken by r n behalf f this venue will cmply with the advertising cde f ethics adpted by the Australian Assciatin f Natinal Advertisers. Each prspective advertisement and prmtin will be checked against a checklist develped frm the AANA Cde f Ethics t ensure cmpliance. Further, prir t publishing, management will review all advertising and prmtinal material t ensure that it will: nt be false, misleading r deceptive abut dds, prizes r the chances f winning; nt be ffensive r indecent in nature; nt create an impressin that gambling is a reasnable strategy fr financial betterment; nt prmte the cnsumptin f alchl while purchasing gambling prducts; have the cnsent f any persn identified as winning a prize prir t publicatin. 14. Custmer Lyalty Scheme Infrmatin In the event f the Taylrs Lakes Htel ffering a custmer lyalty scheme, a brchure will be made available detailing the apprpriate infrmatin abut the custmer lyalty scheme available t participants. This infrmatin will include the rules f the lyalty scheme including hw and when rewards accrue, expire and are redeemed. Participants will be infrmed abut any benefits they have accrued as part f the lyalty scheme via a written statement r email at least nce a year. Self-excluded persns may nt jin r remain in any lyalty scheme. 15. Implementatin f the Cde The Taylrs Lakes Htel is t ensure that the Cde is included in the inductin prcess prvided fr staff prir t their cmmencement f emplyment. At the intrductin f the Cde the Venue is t ensure that all staff currently emplyed by the venue receives a cpy f the Cde. PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 11 f 12
The Taylrs Lakes Htel will als ensure that PVS Australia Pty Ltd cnduct regular Cde cmpliance audits. The frequency f these audits will be at the discretin f the Venue and PVS Australia Pty Ltd 16. Review f the Cde This Cde is reviewed annually t ensure that it cmplies with the Gambling Regulatin Act and any Ministerial Directins. The peratin and effectiveness f the Cde fr the preceding 12 mnths will als be reviewed at this time. The review seeks feedback frm all relevant stakehlders, including venue staff, custmers and prblem gambling supprt services. Required changes t the Taylrs Lakes Htel s practices will be nted and then implemented where pssible. Any changes will be recrded in the venue s Respnsible Gambling Flder / Register. Any changes required t the Cde will be made subject t apprval by the VCGLR. PVS Pty Ltd Respnsible Gambling Cde f Cnduct page 12 f 12