ALH Group Re sponsible Ga mbling Code of Conduc t De c e mbe r 2017 Legal/46151555_6
1 ALH c ommitme nt to Re sponsible Ga mbling 1.1 Pre a mble The ALH Gro up (ALH) is c o mmitte d to p ro viding re sp o nsib le g a mb ling in o ur ve nue s. Whilst g a mb ling is e njo ye d b y the ma jo rity o f p e o p le re sp o nsib ly, ALH a c kno wle d g e s tha t p ro b le m g a mb ling is a se rio us c o mmunity issue a nd tha t a sma ll p ro p o rtio n o f c usto me rs a re ha rme d b y the ir g a mb ling a c tivitie s. This Co de o f Co nd uc t (Code ) ha s b e e n a p pro ve d b y the Vic to ria n Co mmissio n fo r Ga mb ling a nd Liq uo r Re g ula tio n (VCGLR). Eve ry Vic to ria n ALH ve nue tha t o ffe rs g a mb ling p ro d uc ts is re q uire d to imple me nt the Co d e b y the Gamb ling Re g ula tio n Ac t 2003 (Vic ). ALH o p e ra te s b a la nc e d b usine sse s, o ffe ring pa tro ns a n o ve ra ll e nte rta inme nt e xp e rie nc e inc lud ing d ining, d rinking a nd g a mb ling a c tivitie s. Our g o a l is to e nsure o ur ho te ls a nd c lub s p ro vid e a sa fe a nd supp o rtive e nviro nme nt whe re o ur c usto me rs ma ke info rme d d e c isio ns a b o ut g a mb ling a nd time ly a p p ro p ria te a ssista nc e a nd info rma tio n is p ro vid e d. In a d d itio n to c o mp lying with a ll a p p lic a b le le g isla tive re q uire me nts ALH ve nue s ha ve a lso imple me nte d a ra ng e o f a d d itio na l p o lic ie s a nd initia tive s to p ro mo te re sp o nsib le g a mb ling. ALH is c o mmitte d to c o ntinua lly impro ving o ur pra c tic e s a nd p a rtic ip a te s in ma ny sta te a nd lo c a l g o ve rnme nt g a ming wo rking g ro up s to a ssist in id e ntifying a nd d e ve lo p ing a p p ro p ria te re sp o nsib le g a ming initia tive s. The Co d e is p a rt o f the ind uc tio n info rma tio n g ive n to a ll ne w ALH g a ming sta ff whe n the y sta rt e mp lo yme nt. All g a ming sta ff a re fa milia r with the o p e ra tio n o f the Co de a nd a ll sta ff wo rking in the g a ming ro o m a re re q uire d to c a rry the p o c ke t g uid e with the m a t a ll time s thro ug ho ut the ir shift. ALH ta ke s c o mp lia nc e with the Co d e ve ry se rio usly a nd ve nue s a re ra nd o mly a udite d to e nsure c o mplia nc e. Sta ff a nd c usto me rs a re e nc o ura g e d to ra ise a ny c o nc e rns a b o ut c o mp lia nc e with the Co d e. 1.2 ALH Group Re sponsible Ga mbling Amba ssa dor ALH Group Responsible Gambling Code of Conduct Page 1 The ALH Gro up ha s e ng a g e d we ll kno wn e x AFL fo o tb a lle r a nd me d ia id e ntity Da vid Sc hwa rz a s its Re sp o nsib le G a mb ling Amb a ssa d o r. In his ro le a s the Re sp o nsib le Ga mb ling Amb a ssa do r Da vid p ro vid e s e mp lo ye e e d uc a tio n a nd c usto me r a wa re ne ss a b o ut the imp o rta nc e o f re sp o nsib le g a mb ling. The p ro g ra m with Da vid is b a se d o n his e xpe rie nc e a nd c o mple me nts the Re sp o nsib le Se rvic e o f Ga mb ling tra ining o ur g a ming sta ff a re re q uire d to c o mple te. Ke y e le me nts o f the p ro g ra m inc lud e : Tra ining fo r ALH ma ng e rs a nd sta ff to a ssist the m in inte ra c ting with p ro b le m g a mb le rs. Pro mo ting c usto me r a wa re ne ss o f re spo nsib le g a mb ling a nd e nc o ura g ing c usto me rs to se t limits o n the ir g a mb ling a nd se e k a ssista nc e if the ir g a mb ling
b e c o me s a pro b le m. Wo rking with ALH ma na g e me nt to ide ntify furthe r o p p o rtunitie s whe re ALH c a n p ro a c tive ly a ssist tho se who ha ve a p ro b le m with the ir g a mb ling o r a re a t risk o f d e ve lo ping a pro b le m with the ir g a mb ling. Da vid s ro le a lso inc lude s b e ing a va ila b le fo r o ur sta ff to se e k a dvic e o n ho w b e st to he lp c usto me rs who ma y b e e xpe rie nc ing diffic ulty with the ir g amb ling a nd to disc uss a ny g a mb ling p ro b le ms sta ff o r the ir fa mily a nd frie nd s ma y b e e xp e rie nc ing. Da vid re p o rts the numb e r o f sta ff me mb e rs he ha s ha d c o nta c t with. 1.3 ALH Re sponsible Ga mbling Me ssa ge The fo llo wing re sp o nsib le g a mb ling me ssa g e will b e disp la ye d a t the e ntra nc e to the g a ming ro o m a nd / o r a t the c a shie r s sta tio n in the g a ming ro o m a nd a t the Ke no sa le s te rmina l in a ny ve nue whe re Ke no is so ld : This ve nue is c o mmitte d to p ro viding the hig he st sta nda rds o f c usto me r c a re a nd re sp o nsib le g a mb ling. We a c kno wle dg e o ur re sp o nsib ility to e nsure tha t c usto me rs a re we ll info rme d a nd c a n ma ke a ratio nal a nd se nsib le c ho ic e ab o ut the ir g amb ling b a se d o n the ir c irc umsta nc e s. Our g o al is to e nsure this ve nue pro vide s a sa fe a nd supp o rtive e nviro nme nt whe re o ur c usto me rs ma ke info rme d de c isio ns a b o ut g a mb ling a nd whe re time ly a nd a p pro p ria te a ssista nc e a nd info rma tio n is pro vide d. Our Re sp o nsib le Gamb ling Co de o f Co nduc t de sc rib e s ho w we do this. 2 Ava ila bility of the Code of Conduc t ALH ve nue s will ma ke the Co d e a va ila b le in writte n fo rm to c usto me rs in the ve nue up o n re q ue st. The Co d e is a lso a va ila b le o n the ALH we b site : http :/ / www.a lhg ro up.c o m.a u/ re sp o nsib le -se rvic e / re sp o nsib le -se rvic e -o f- g a ming A sig n a d vising c usto me rs o f the a va ila b ility o f the Co d e will b e disp la ye d a t the g a ming ro o m e ntra nc e o r the c a shie r s sta tio n in the g a ming ro o m a nd a t the Ke no sa le s te rmina l in a ny ve nue whe re Ke no is so ld. The Co d e is a va ila b le in the fo llo wing la ng ua g e s o n the ALH we b site : Gre e k Ita lia n Vie tna me se Chine se Ara b ic Turkish Sp a nish ALH Group Responsible Gambling Code of Conduct Page 2
Any c usto me r q ue stio ns a b o ut the o pe ra tio n o f the Co d e c a n b e a d d re sse d to sta ff o r ma na g e me nt a t the ve nue. 3 Re sponsible Ga mbling Information ALH ve nue s will d isp la y re sp o nsib le g a mb ling info rma tio n in a ra ng e o f fo rms, inc lud ing b ro c hure s, ta lke rs a nd p o ste rs. Bro c hure s will b e ma d e a va ila b le fo r p a tro ns a t the c a shie r's d e sk a nd in ve nue re stro o ms. Ta lke rs will b e d isp la ye d ne xt to e a c h ma c hine a nd p o ste rs will b e d ispla ye d in the g a ming ro o m o f e a c h ve nue. The to p ic s c o ve re d b y the re sp o nsib le g a mb ling info rma tio n inc lud e : (a ) Ho w to g a mb le re sp o nsib ly (b ) Ho w to ma ke a nd ke e p a p re -c o mmitme nt d e c isio n (c ) The a va ila b ility o f suppo rt se rvic e s (d ) The p a yme nt o f winning s p o lic y (e ) The p ro hib itio n o n the p ro visio n o f c re d it o r the le nding o f mo ne y fo r g a mb ling (f) The ve nue s se lf-e xc lusio n p ro g ra m Re sponsible g a mbling a nd the ava ila bility of support se rvic e s Exa mp le s o f the info rma tio n o n ho w to g a mb le re sp o nsib ly, ma ke a nd ke e p a p re -c o mmitme nt d e c isio n a nd the a va ila b ility o f sup p o rt se rvic e s d isp la ye d a nd p ro vide d b y ve nue s inc lud e : - 'Pla ying the Po kie s Kno w the Fa c ts' a nd 'Yo urpla y' Bro c hure s: ALH Group Responsible Gambling Code of Conduct Page 3
- Da vid Sc hwa rz re sp o nsib le g a mb ling p o ste r - The Ga mb le r's He lp 'Ke e p tra c k o f yo ur time a nd mo ne y' b ro c hure ALH Group Responsible Gambling Code of Conduct Page 4 ALH ve nue s also p ro vid e c usto me rs with furthe r info rma tio n re g a rd ing re sp o nsib le g a mb ling, inc luding : Ho w to a c c e ss the Co mmo nwe a lth Go ve rnme nt s we b site Mo ne y
Sma rt www.mo ne ysma rt.g o v.a u Ho w g a mb le rs a nd the ir fa milie s o r frie nd s c a n find g a mb ling supp o rt se rvic e s a nd info rma tio n ab o ut the se lf-e xc lusio n p ro g ra m b y a c c e ssing the Sta te Go ve rnme nt s p ro b le m g a mb ling sup p o rt we b site www.re sp o nsib le g a mb ling.vic.g o v.a u o r the na tio na l Turning Po int we b site www.g a mb ling he lp o nline.o rg.a u. The pa yme nt of winning s polic y All winning s a nd c re dits to ta lling $2,000 o r mo re will o nly b e p a id b y c he q ue. The fo llo wing sta te me nt will b e d ispla ye d a t the c a shie r's sta tio n o f e a c h ve nue : By law, all winnings or accumulated credits of $2,000 or more must be paid in full by cheque that is not made out to cash. These winnings cannot be provided as machine credits The prohibition on the provision of c re dit or the le nding of mone y for ga mbling No c re d it will b e p ro vide d to c usto me rs fo r g a mb ling. The fo llo wing sta te me nt will b e disp la ye d a t the c a shie r's sta tio n o f e a c h ve nue : The Gambling Regulation Act 2003 prohibits this venue from providing credit to customers for playing gaming machines. The ve nue s se lf- e xc lusion prog ra m All ALH ve nue s p a rtic ipa te in the Austra lia n Ho te ls Asso c ia tio n (AHA) VCGLR a p p ro ve d se lf-e xc lusio n p ro g ra m. A c o p y o f the p ro g ra m is a va ila b le a t http :/ / a sse ts.justic e.vic.g o v.a u/ vc g lr/ re so urc e s/ 157d f81d -29c 9-4b 9e -84b 5- e 64c 514b 7d 0d / se p _a ha vic to ria.p d f ALH ve nue s will p ro vid e info rma tio n a b o ut the se lf-e xc lusio n p ro g ra m to c usto me rs. Custo me rs ma y sp e a k with g a ming sta ff a b o ut the se lf-e xc lusio n pro g ra m o r p ic k up a c o p y o f the G a mb le r's He lp se lf-e xc lusio n b ro c hure a nd the AHA se lf-e xc lusio n b usine ss c a rd d isp la ye d in the g a ming ro o m. ALH Group Responsible Gambling Code of Conduct Page 5
Info rma tio n a b o ut the se lf-e xc lusio n p ro g ra m is a lso inc lud e d in the 'Our Re sp o nsib le Ga mb ling Co d e ' Po ste r tha t will b e d isp la ye d a t the g a ming ro o m e ntra nc e o r the c a shie r s sta tio n in the g a ming ro o m. ALH Group Responsible Gambling Code of Conduct Page 6
4 Ga mbling Produc t Informa tion The rule s fo r e a c h Ele c tro nic Ga ming Ma c hine (EGM) g a me, inc luding the c ha nc e s o f winning, a re a va ila b le b y g o ing to the Pla ye r Info rma tio n Disp la y (PID) sc re e ns o n the EG M. Ve nue sta ff will b e a b le to a ssist c usto me rs vie w the PID sc re e n o n a n EGM if re q ue ste d. In ve nue s whe re Ke no is so ld g a me g uide s inc lud ing Ho w to Pla y instruc tio ns a nd g a me rule s will b e a va ila b le fo r insp e c tio n a t e a c h Ke no sa le s te rmina l. 5 Custome r Loya lty Sc he me the rule s o f the lo ya lty sc he me inc luding whe n g a ming p o ints c a n a nd c a nno t b e a c c rue d ; ho w re wa rds a re a c hie ve d ; ALH Group Responsible Gambling Code of Conduct Page 7 ALH ho te ls a nd c lub s o ffe r a c usto me r lo ya lty sc he me kno wn a s 'Mo nty's Re wa rd s' (Monty's). Custo me rs c a n sig n up to p a rtic ip a te in the sc he me a t a ny ALH ve nue. Mo nty s c a rd s o p e ra te a s vo lunta ry p re -c o mmitme nt c a rds a nd c a n b e use d in a ny ALH o p e ra te d EGM to p a rtic ipa te in the re wa rd sc he me a nd a t a ny EGM in Vic to ria a s p a rt o f the Yo urpla y vo lunta ry p re - c o mmitme nt p ro g ra m. Up o n jo ining the lo ya lty sc he me a nd b e fo re issuing a Mo nty's c a rd to a c usto me r, ALH ve nue sta ff will info rm the c usto me r tha t the c a rd : c a n b e linke d to a re g iste re d pla ye r a c c o unt o r c a n b e use d a s a c a sua l p la ye r c a rd ; a nd c a n b e use d to se t a time limit o r ne t lo ss limit o r tra c k the ir g a ming ma c hine pla y unde r the p re -c o mmitme nt syste m. Ve nue sta ff will a sk the c usto me r whe the r the y wish to use the lo ya lty p la ye r c a rd to se t a time limit o r ne t lo ss limit o r tra c k the ir g a ming ma c hine p la y und e r the p re -c o mmitme nt syste m. Custo me rs who jo in Mo nty's will a lso b e pro vid e d with a writte n sta te me nt tha t inc lud e s the fo llo wing info rma tio n a b o ut the lo ya lty sc he me :
ho w re wa rds a re re de e me d ; a nd ho w re wa rds e xpire. Custo me rs who p a rtic ip a te in the lo ya lty sc he me will b e p ro vide d with a n a nnua l writte n p la ye r a c tivity sta te me nt. This sta te me nt will inc lud e d e ta ils o f the a mo unt o f time the c usto me r ha s spe nt p la ying EGMs a nd the ne t a mo unt wo n o r lo st d uring the sta te me nt p e rio d b y the p a rtic ipa nt o n EGMs fo r the p e rio d whe n the ir Mo nty's c a rd re c o rd e d pla ying a c tivity. Custo me rs who ha ve use d the ir Mo nty's c a rd to se t d a ily limits o n the ir g a mb ling will no t b e a b le to e a rn re wa rd p o ints fro m EGM p la y fo r the re ma inde r o f the d a y o nc e tho se limits a re re a c he d. Custo me rs who c ho o se to se lf-e xc lud e fro m a n ALH g a ming a re a will no t b e a b le to e a rn re wa rd po ints fro m g a ming ma c hine pla y a t a ny ALH ve nue. 6 Pre - c ommitme nt Stra te g y ALH e nc o ura g e s c usto me rs who p la y EGMs to pa rtic ipa te in the Yo urpla y pro g ra m a nd se t a time a nd lo ss limit a c c o rding to the ir c irc umsta nc e s. ALH ve nue s will d ispla y sig ns in the g a ming ro o m a nd o n EG Ms pro mo ting Yo urpla y a nd re c o mme nd ing tha t c usto me rs se t a limit a nd ke e p to it. Info rma tio n o n ho w to use Yo urpla y to tra c k a nd limit the a mo unt o f time a nd mo ne y spe nt o n EGMs is inc lude d in the Yo urpla y b ro c hure a va ila b le in the ve nue. Ve nue g a ming sta ff will a lso b e a va ila b le to a ssist c usto me rs se t up a p re -c o mmitme nt a c c o unt a nd se t limits o n the ir EGM p la ying. 7 Re sponsible Ga mbling Re g iste r Ea c h ALH ve nue tha t p ro vid e s g a ming will ma inta in a Re sp o nsib le Ga mb ling Re g iste r (Re g iste r). The Re g iste r is a to o l fo r ve nue s to mo nito r the ir e ffe c tive ne ss in d e live ring re sp o nsib le g a mb ling a nd the ir c o mp lia nc e with the Co d e. Ga ming sta ff ma y e nte r info rma tio n in the Re g iste r o r re fe r the re spo nsib le g a mb ling ma tte r to the a p pro pria te pe rso n so tha t it c a n b e re c o rde d. The ve nue ma na g e r will ro utine ly c he c k the Re g iste r to e nsure tha t it is ke p t up to d a te a nd tha t a ny issue s id e ntifie d in e ntrie s in the Re g iste r ha ve b e e n a d d re sse d. ALH Group Responsible Gambling Code of Conduct Page 8 Exa mp le s o f the typ e s o f ma tte rs tha t will b e inc lud e d in the Re g iste r a re : c usto me r fe e d b a c k o r c o mpla ints a b o ut a ny a spe c t o f the Co de o r c o mplia nc e with the Co d e a s we ll a s a ny o the r fe e d b a c k o r c o mpla ints a b o ut the o pe ra tio n o f the EGMs a t the ve nue ; Se lf-e xc lusio n inc ide nts inc luding whe n a se lf-e xc lude d p e rso n is d e te c te d in the g a ming ma c hine a re a o r a pe rso n wishe s to re vo ke the ir se lf-e xc lusio n; Id e ntific a tio n o f c usto me rs disp la ying sig ns o f p ro b le m g a mb ling b e ha vio ur ; c usto me r re q ue sts fo r a ssista nc e o r info rma tio n a sso c ia te d with pro b le m g a mb ling ;
sta ff me mb e rs p ro viding a c usto me r with info rma tio n o n p ro b le m g a mb ling o r se lf-e xc lusio n; c usto me rs a ske d to le a ve the g a ming ma c hine a re a (fo r a ny re a so n fo r e xa mp le b e c a use the c usto me r is into xic a te d ); the p ro visio n o f lo c a l pro b le m g a mb ling suppo rt se rvic e o r Ga mb le r s He lp Ve nue Supp o rt Wo rke r tra ining o r a ssista nc e ; sta ff a tte nd a nc e a t tra ining re la te d to re sp o nsib le g a mb ling ; VCGLR o r Vic to ria Po lic e visits to the ve nue ; a nd a ny o the r ma tte r tha t re la te s to the Co d e. Entrie s in the Re g iste r will inc lud e : the d a te a nd time o f the o c c urre nc e ; the na me s o f sta ff who o b se rve d o r d e a lt with the ma tte r; the c usto me r s na me (if kno wn); a d e sc rip tio n o f wha t o c c urre d ; the d e ta ils o f a ny d o c ume nta tio n c o mp le te d o r re c e ive d b y ve nue sta ff tha t re la te to the ma tte r; the a c tio n ta ke n, c o mme nts ma d e b y a ny re le va nt p a rty o r d e ta ils o f a ny fo llo w-up a c tio n re q uire d o r a g re e d to (fo r e xa mple the p ro visio n o f Ga mb le rs He lp / se lf-e xc lusio n info rma tio n); a nd c o nfirma tio n o f ve nue sig n-o ff o f the ma tte r b y a se nio r re pre se nta tive suc h a s the re sp o nsib le g a mb ling o ffic e r o r ma na g e r. a ny inte ra c tio ns with Ga mb le rs He lp a nd ve nue supp o rt wo rke rs. The Re g iste r is c o ve re d b y the Privac y Ac t 1988 (Cth) a nd will b e ke pt in a se c ure p la c e tha t is a c c e ssib le o nly to ALH e mp lo ye e s, Vic to ria Po lic e a nd VCGLR inspe c to rs. The Re g iste r is re vie we d a nnua lly a nd if a ny sp e c ific the me s o c c ur, furthe r tra ining fo r sta ff ma y ta ke pla c e. 8 Inte rac tion with Custome rs ALH Group Responsible Gambling Code of Conduct Page 9 As p a rt o f o ur c o mmitme nt to re sp o nsib le g a mb ling ALH ve nue s a re c o mmitte d to p ro viding c o nsiste ntly hig h le ve ls o f c usto me r se rvic e. ALH ve nue s a re b a la nc e d b usine sse s tha t o ffe r c usto me rs d ining, d rinking, e nte rta inme nt a nd g a ming a c tivitie s. Pa rt o f o ur c o mmitme nt to fo ste ring re sp o nsib le g a mb ling is b y e nsuring tha t ALH g a mb ling sta ff re g ula rly inte ra c t with c usto me rs a nd e nc o ura g e c usto me rs to p a rtic ip a te in the full ra ng e o f o ffe ring s a t e a c h ve nue. All g a ming sta ff will inte ra c t with p a tro ns in the g a ming ro o m a nd e nc o ura g e p a tro ns to ta ke a b re a k fro m pla ying EGMs whe n the y ha ve b e e n pla ying fo r e xte nd e d p e rio d s o f time. ALH ve nue s ha ve a no mina te d Re sp o nsib le Ga mb ling O ffic e r who is a lwa ys a va ila b le whe n the ve nue is o p e n. Whilst a ll g a ming sta ff will b e a b le to p ro vid e a ssista nc e to c usto me rs the Re sp o nsib le Ga mb ling O ffic e r is the p e rso n re sp o nsib le fo r e nsuring tha t a ny c usto me r who a sks fo r info rma tio n o r a ssista nc e re g a rd ing p ro b le m g a mb ling o r se lf-e xc lusio n is pro vide d with it. All g a ming sta ff re c e ive tra ining o n the se lf-e xc lusio n p ro g ra m a nd o the r
p ro b le m g a mb ling a ssista nc e p ro g ra ms a va ila b le fro m Ga mb le rs He lp a s we ll a s the b e ha vio urs tha t ma y ind ic a te tha t a c usto me r is e xp e rie nc ing p ro b le ms with the ir g a mb ling. All g a ming sta ff will b e a wa re o f the ir re sp o nsib ility to a ssist pa tro ns b o th in re sp o nse to d ire c t re q ue sts fo r a ssista nc e a nd whe re p a tro ns a re d ispla ying sig ns tha t the ir g a mb ling is b e c o ming a p ro b le m. A c usto me r d isp la ying sig ns o f d istre ss o r una c c e p ta b le b e ha vio ur will b e a pp ro a c he d b y a sta ff me mb e r who will o ffe r a ssista nc e. Sig ns o f d istre ss o r una c c e p ta b le b e ha vio ur ma y inc lud e : a p e rso n e ithe r g a mb ling e ve ry d a y o r find ing it d iffic ult to sto p g a mb ling a t c lo sing time ; g a mb ling fo r e xte nd e d p e rio d s; tha t is, g a mb ling fo r thre e ho urs o r mo re witho ut a b re a k; a vo id ing c o nta c t while g a mb ling, c o mmunic a ting ve ry little with a nyo ne e lse, b a re ly re a c ting to e ve nts g o ing o n a ro und the m; ma king re q ue sts to b o rro w mo ne y fro m sta ff o r o the r c usto me rs o r c o ntinuing to g a mb le with the p ro c e e d s o f la rg e wins; d isp la ying a g g re ssive, a nti-so c ia l o r e mo tio na l b e ha vio ur while g a mb ling. This a ssista nc e ma y ta ke the fo rm o f: p ro viding the c usto me r with info rma tio n a b o ut Ga mb le rs He lp c o unse lling a nd suppo rt se rvic e s; a nd e nc o ura g ing the c usto me r to ta ke a b re a k fro m the g a ming ma c hine a nd o ffe ring the c usto me r so me re fre shme nts (e g. c up o f te a o r c o ffe e ) in a no the r p a rt o f the ve nue. Whe n inte ra c ting with c usto me rs, sta ff will a lwa ys re sp e c t the c usto me r's rig ht to p riva c y. Co nta c ts with c usto me rs who ma y b e a t risk o f pro b le m g a mb ling b y ve nue sta ff will b e re c o rd e d in the Re g iste r to g e the r with the de tails o f a ny a c tio n ta ke n. De ta ils to b e inc lud e d in the Re g iste r a re se t o ut a b o ve a t c la use 7. Also a s p a rt o f fo ste ring a re sp o nsib le g a mb ling e nviro nme nt into xic a te d p a tro ns will no t b e pe rmitte d to e nte r o r re ma in in the g a ming a re a. 9 Inte rac tion with sta ff ALH sta ff a re no t p e rmitte d to g a mb le a t a ve nue the y a re e mplo ye d in a t a ny time. Pa rt o f the se rvic e s p ro vid e d b y Da vid Sc hwa rz inc lud e b e ing a va ila b le to sta ff to c o nfide ntia lly disc uss a ny p ro b le ms the y o r the ir fa mily o r frie nd s ma y b e e xpe rie nc ing with the ir g a mb ling. ALH ve nue s will d ispla y a p o ste r a dvising sta ff o f the a va ila b ility o f this se rvic e in the sta ff c o mmo n a re a o r o the r suita b le p a rt o f the ve nue. ALH Group Responsible Gambling Code of Conduct Page 10
10 Inte rac tion with Proble m Ga mbling Support Se rvic e s ALH ve nue s a re c o mmitte d to ma inta ining stro ng links with lo c a l p ro b le m g a mb ling sup p o rt se rvic e s. Ve nue ma na g e me nt will me e t re g ula rly with Ga mb le r s He lp a nd Ve nue Sup p o rt Wo rke rs a nd to g e the r with ve nue sta ff will p a rtic ip a te in the tra ining pro g ra ms a nd sup p o rt se rvic e s p ro vide d b y Ga mb le rs He lp a nd Ve nue Supp o rt Wo rke rs. Any me e ting with o r tra ining fro m Ga mb le rs He lp o r Ve nue Supp o rt wo rke rs will b e re c o rde d in the Re g iste r. The Re g iste r e ntry will inc lude : time a nd d a te o f the me e ting o r tra ining ; a tte nd e e s a t the me e ting o r tra ining ; to p ic s d isc usse d ; o utc o me s / a c tio n ite ms fro m the me e ting ; 11 Custome r Compla ints ALH ve nue s ha ve in p la c e a p ro c e ss fo r the re so lutio n o f c o mpla ints a b o ut the c o nte nt o f the Co d e o r ve nue c o mplia nc e with the Co d e. Custo me rs who ha ve a c o mpla int re la ting to the Co de o r the o p e ra tio n o f the EGMs a t the ve nue sho uld ma ke the c o mpla int to the ve nue. Co mpla ints c a n b e e ma ile d to the ve nue via the ve nue 's we b site o r ma d e dire c tly e ithe r in p e rso n o r in writing a t the ve nue. Ve nue sta ff will a ssist c usto me rs to ma ke a c o mpla int if re q ue ste d. Onc e a c o mpla int is re c e ive d it will b e a d d re sse d in a n e ffic ie nt, fa ir a nd time ly ma nne r. All c o mp la ints will b e a c kno wle d g e d p ro mp tly a nd will b e inve stig a te d se nsitive ly a nd a s so o n a s p o ssib le. In inve stig a ting a c o mp la int ALH o r the ve nue ma na g e r ma y se e k furthe r info rma tio n fro m the c o mp la ina nt o r fro m a ny sta ff me mb e r o f the ve nue a nd ma y a lso d isc uss the ma tte r with ALH ma na g e me nt. Ano nymo us c o mpla ints will b e inve stig a te d to the e xte nt p o ssib le. If a c o mp la int is sub sta ntia te d, the ve nue ma na g e r will info rm the c o mp la ina nt o f a ny a c tio n tha t is to b e ta ke n to a d d re ss the issue. Co mp la ina nts will a lwa ys b e info rme d o f the o utc o me o f the ir c o mp la int. If the c o mp la int is no t inve stig a te d b e c a use it d o e s no t re la te to the Co d e o r a c o mpla int is no t sub sta ntia te d fo llo wing inve stig a tio n the c o mp la ina nt will b e p ro vide d with a writte n sta te me nt se tting o ut the re a so ns fo r the d e c isio n. De ta ils o f a ll c o mpla ints a nd a ny sub se q ue nt inve stig a tio n will b e ma inta ine d in the Re g iste r a nd info rma tio n a b o ut the c o mp la int will b e p ro vide d to the VCGLR if re q ue ste d. If a c o mp la ina nt d o e s no t a g re e with the ve nue 's d e c isio n o n the c o mp la int the ma tte r ma y b e re fe rre d to the Institute o f Arb itra to rs a nd Me d ia to rs Austra lia (IAMA). To re fe r the ma tte r e ithe r p a rty c a n g o to IAMA s we b site ALH Group Responsible Gambling Code of Conduct Page 11
(www.ia ma.o rg.a u), d o wnlo a d a Dispute Re so lve r fo rm, a nd the n sub mit this c o mp le te d fo rm with the re le va nt fe e to the IAMA. The me d ia to r / a rb itra to r will the n c o nta c t b o th p a rtie s to fa c ilita te a re so lutio n. The se fo rms a re a lso a va ila b le a t this ve nue. No te : Co mpla ints se nt to this ind e p e nd e nt b o d y fo r re so lutio n ma y b e e xp e nsive. All p a rtie s a re urg e d to a tte mp t to re so lve the ma tte r a t the ve nue le ve l b e fo re g o ing to p ro fe ssio na l me d ia tio n. 12 Prohibition on Ga mbling by Minors Ga mb ling b y mino rs is p ro hib ite d. Sig ns will b e disp la ye d a t e ve ry g a ming ro o m e ntra nc e b a nning mino rs fro m e nte ring the ro o m. All ve nue sta ff sha re the re sp o nsib ility fo r a sking fo r p ro o f o f a g e if the y a re unc e rta in whe the r a c usto me r is a t le a st 18. If re le va nt ve rific a tio n c a nno t b e p ro d uc e d, the c usto me r must b e a ske d to le a ve the g a ming ro o m. In ve nue s whe re Ke no is o ffe re d o utsid e the Ga ming ro o m, sig ns sta ting tha t the use o f the Ke no se lling te rmina l b y mino rs is p ro hib ite d will b e disp la ye d a t e a c h te rmina l. ALH sta ff will a lso mo nito r the Ke no se lling te rmina ls to he lp e nsure tha t mino rs d o no t use the te rmina ls. 13 Ga mbling Environme nt ALH re c o g nise tha t e xte nd e d inte nsive pla ying o f g a ming ma c hine s is a sig nific a nt risk fa c to r fo r p ro b le m g a mb ling. Co nsiste nt with the c o mmitme nt to re g ula r inte ra c tio n with c usto me rs a nd to e nc o ura g ing c usto me rs to use Yo urpla y to tra c k a nd limit ho w muc h mo ne y a nd time the y sp e nd o n EGMs o utline d in c la use s 6 a nd 7 a b o ve, c usto me rs will b e e nc o ura g e d to ta ke re g ula r b re a ks fro m g a ming ma c hine pla y. This e nc o ura g e me nt ma y ta ke the fo rm o f dire c t inte ra c tio n with ve nue sta ff o r a nno unc e me nts re g a rd ing o the r o ffe ring o r e ve nts unde rwa y in the ve nue, fo r e xa mp le a nno unc ing : tha t mo rning te a is no w a va ila b le ; a me mb e r s d ra w; o r the c o mme nc e me nt o f a c tivitie s suc h a s mo rning me lo die s, trivia c o nte sts o r live e nte rta inme nt. C lo c ks a re a lso displa ye d in a ll ma jo r a re a s o f the ve nue inc luding a t the c a shie rs de sk in the g a ming ro o m a nd o n e a c h g a ming ma c hine. Sta ff will me ntio n the time whe n ma king a ny a nno unc e me nts a b o ut ve nue a c tivitie s. ALH Group Responsible Gambling Code of Conduct Page 12
14 Fina nc ia l Tra nsa c tions ALH ve nue s will no t c a sh c he q ue s fro m c usto me rs. A sig n sta ting this will b e disp la ye d a t the c a shie r s sta tio n in the g a ming ro o m. Winning s b e lo w $2,000 fro m g a ming ma c hine s c a n b e p a id b y c a sh a nd / o r c he q ue. By la w a ll o f the winning s o r a c c umula te d c re d its o f $ 2,000 o r mo re must b e pa id o ut e ntire ly b y c he q ue, whic h c a nno t b e ma d e o ut to c a sh. The se winning s o r a c c umula te d c re d its c a nno t b e p ro vid e d a s ma c hine c re d its. 15 Re sponsible Adve rtising a nd Promotions Ad ve rtising o f EGM g a mb ling p ro d uc ts o utside o f a g a ming a re a is p ro hib ite d in Vic to ria. All a d ve rtising a nd pro mo tio ns re la te d to g a mb ling und e rta ke n within the g a ming a re a b y o r o n b e ha lf o f a n ALH ve nue must c o mp ly with the a dve rtising c o de o f e thic s a d o p te d b y the Austra lia n Asso c ia tio n o f Na tio na l Ad ve rtise rs (a va ila b le a t http :/ / a a na.c o m.a u/ c o nte nt/ up lo a d s/ 2014/ 05/ AANA-Co d e -o f-ethic s.p df) Ea c h p ro spe c tive a dve rtise me nt a nd p ro mo tio n will b e c he c ke d a g a inst a c he c klist d e ve lo p e d fro m the AANA Co d e o f Ethic s to e nsure c o mp lia nc e. ALH will e nsure tha t a ny a d ve rtising o r pro mo tio na l ma te ria ls will: no t b e fa lse, misle a ding o r d e c e p tive a b o ut o d d s, p rize s o r the c ha nc e s o f winning ; ha ve the c o nse nt o f a ny p e rso n id e ntifie d a s winning a p rize p rio r to p ub lic a tio n; no t b e o ffe nsive o r inde c e nt in na ture ; no t c re a te a n imp re ssio n tha t g a mb ling is a re a so na b le stra te g y fo r fina nc ia l b e tte rme nt; a nd no t p ro mo te the c o nsump tio n o f a lc o ho l while p urc ha sing g a mb ling p ro d uc ts. 16 Re vie w of the Code The o p e ra tio n a nd e ffe c tive ne ss o f the C o d e is re vie we d a nnua lly. The re vie w o f the Co de will lo o k a t b o th the re le va nc e a nd e ffe c tive ne ss o f the me a sure s a nd sta nd a rds re q uire d b y the Co d e a nd ALH ve nue c o mplia nc e with the Co d e. The re vie w p ro c e ss will inc lude a n o p p o rtunity fo r fe e d b a c k fro m a ll re le va nt sta ke ho ld e rs, inc lud ing ve nue sta ff, c usto me rs a nd p ro b le m g a mb ling sup p o rt se rvic e s. Sta ke ho lde rs a re invo lve d in a n a nnua l surve y to re vie w the Co d e, whic h fo rms p a rt o f the a nnua l re vie w. Whe re p o ssib le impro ve me nts in the Co d e o r in ve nue p ra c tic e s a re id e ntifie d in the re vie w p ro c e ss the se will b e c o nside re d a s pa rt o f the re vie w p ro c e ss. Fo llo wing the Co d e re vie w, a re p o rt will b e pre p a re d fo r the VC G LR a nd a ny re q uire d re visio ns to the Co de will b e sub mitte d to the VCG LR fo r a ppro va l. Fo llo wing a ppro va l fro m the VCGLR a re vise d Co de will b e imp le me nte d a s so o n a s p ra c tic a b le. ALH Group Responsible Gambling Code of Conduct Page 13
Any c ha ng e s re q uire d o f a pa rtic ular ve nue will b e imple me nte d a s so o n as po ssible a nd will b e re c o rd e d in the ve nue s Re sp o nsib le G a mb ling Re g iste r. ALH Group Responsible Gambling Code of Conduct Page 14