Our Commitment to Responsible Gambling

Our commitment to responsible gaming has ensured Tasmania has some of the lowest rates of problem gambling anywhere in Australia.

Regulators across the country widely acknowledge Tasmania’s gaming industry is governed by the strictest regulations, which ultimately means we have some of the lowest levels of problem gambling in Australia.

The rules and regulations governing the gaming industry are stringently administered by our highly qualified staff and we’re extremely proud of the way they do this.

Banning electronic gaming machines won’t stop problem gambling.

Problem gamblers will turn to gambling on their smartphones, in unregulated and unrestricted environments that offer none of the player protection and intervention measures that have been so successful in Tasmanian pubs, clubs and casinos. Online gambling is already increasing steadily and bookmakers coming out in support of Labor’s policy foresee the boost this will give their industry.

We have dedicated Responsible Gambling Managers on staff at the casinos, whose sole job is to mitigate the risk of problem gambling. Through their guidance and training, our staff members within the pubs and casinos know their customers and are trained to observe changes in customer behaviour that may be related to problem gambling. On these occasions, our staff openly discuss concerns with customers and assist with steps to mitigate the problem. Customers are offered a Venue Exclusion to ensure they can take a thorough break from gambling – a valuable program, the likes of which do not always exist in the online environment.

The Responsible Gambling Mandatory Code of Practice

The Responsible Gambling Mandatory Code of Practice (the code) was independently developed by the Tasmanian Liquor and Gaming Commission to minimise harm and promote responsible gambling practices in Tasmania. It has some of the most stringent player protection and harm minimisation rules of any jurisdiction in Australia and overseas and Federal Group adheres to the code stringently.

The code covers 10 key areas, each aimed at protecting customers and promoting responsible gambling:

  • Advertising
  • Inducements
  • Loyalty programs
  • Access to cash
  • Payment of winnings
  • Lighting
  • Food and beverage service
  • Clocks
  • Staff training
  • Information to players

The code requires that all employees at gambling venues must undertake Responsible Conduct of Gambling training; and that a staff member with enhanced responsible Conduct of Gambling training is on duty at all times.

All players who engage with gambling products are also provided with information around responsible gambling and how to manage expenditure, as well as where to get help if the player has a problem and how to exclude themselves from gaming venues. In addition to this, players are provided with all odds, pay scales and return to player rates. Such information is available via several channels including venue websites, within the venue in prominent areas of high traffic and also via loyalty club member communications (where player activity statements are also supplied).

Monitoring problem behaviour

In addition to the above, casino staff monitor customer behavioural traits such as:

  • Visitation patterns
  • Multiple visits to ATMs
  • Their gambling spend
  • Their time on device
  • Erratic gambling habits
  • Mood swings, aggression when gambling
  • Change in appearance over time
  • Chasing gaming loses
  • Illegal activity
  • Unattended minors
  • Sleeping on property
  • Denial of gambling problems

These behavioural traits in isolation may not be of concern, but if a pattern of behaviour is established, the venues go through an escalation process that may include meeting with the customer and in some cases initiating a Venue Exclusion to reduce the personal risk to the customer and their family. The behavioural traits are monitored through data collection and staff member personal observations, allowing staff to have face-to-face discussions with customers at the time of the observation.

Gambling customers are able to provide both direct and indirect disclosure of gambling issues to our qualified staff, who are trained in managing these conversations and escalating if necessary. This could involve directly asking for help, or trained staff picking up on indirect cues that suggest the customer may be having difficulties controlling their gambling. Where help is required, a face-to-face conversation(s) can be conducted with the customer where information about gambling support services and options can be provided.

Authorised by: D. Hanna, 410 Sandy Bay Road, Sandy Bay