If you want to work in a position that involves gaming machines in New South Wales, you will need to complete Responsible Conduct of Gaming (RCG) training. Not only is it a crucial step towards gaining employment, it’s also a legal requirement. But how do you decide which RCG course is right for you? There are so many factors to consider, so let’s break it down into the key points to help you make a decision.
RCG training is required for individuals to perform work in relation to gaming machines in New South Wales. It teaches individuals the knowledge and skills to provide responsible gaming services and assist patrons who are experiencing harm from gambling.
Who Needs to Complete RCG Training?
In New South Wales RCG training is regulated by Liquor & Gaming NSW and is mandatory for anyone working with gaming machines. This includes:
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Licensees with a full hotel licence
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Secretaries of a registered club
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Responsible Gambling Officers (RGOs)
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Directors of registered clubs with gaming machines who have not completed Responsible Gambling Board Oversight (RGBO) training
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Directors who are involved in hotel operations if their company owns hotels with gaming machines
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Staff working with gaming machines
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Staff who pay out winnings
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Staff who patrol or serve in an area where there are gaming machines
The two key requirements to work with gaming machines in New South Wales are that you:
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Complete an RCG course with an Approved Training Provider
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Have a competency card with the RCG endorsement
Complete an RCG Course with an Approved Training Provider
When choosing the right RCG course for you, it is essential that the training provider is an Approved Training Provider with Liquor & Gaming NSW.
Once you have successfully completed the RCG course, the training provider will email you with a Statement of Attainment (SOA) for the nationally recognised unit of competency SITHGAM022 Provide responsible gambling services. When delivering nationally recognised training, training providers must be approved by the Australian Skills Quality Authority (ASQA).
Please note, Responsible Service of Gambling (RSG) certificates from other states are not valid in New South Wales and you will therefore need to complete the state-specific RCG course.
Obtain a Competency Card with the RCG Endorsement
Once you have completed your course, the training provider will lodge your details with Liquor & Gaming NSW. You will then receive an email from Liquor & Gaming NSW with a link to complete their online assessment, which consists of twenty-five questions. Once you complete this assessment, Liquor & Gaming NSW will email your interim certificate to you.
This interim certificate allows you to start working with gaming machines in New South Wales and is valid for ninety days. If you already have a competency card, the RCG endorsement will automatically be applied to your digital competency card, and a new physical card will be mailed to you. If you do not have a competency card, you will need to go to a Service NSW service centre within this ninety-day period to organise your competency card.
Decide on Your Preferred Method of Course Delivery
When choosing the right RCG course it is important to consider which method of course delivery better suits your learning style and preferences. Training providers may deliver the RCG course either face-to-face or online via a virtual session. There are both advantages and disadvantages to both methods of delivery.
Face-to-face training:
| Pro's |
Con's |
| In-person with a trainer and other students, which may feel more collaborative and provide a more hands-on experience. |
Requires you to physically attend a training location, which may not be in close vicinity to where you live. |
| The trainer is available to support all students and answer any questions. |
Could present issues with travel and parking, as well as the additional costs involved. |
| Can provide better networking opportunities with other students. |
May be more expensive than virtual training courses. |
| Allows you to fully concentrate on your training. |
May have limited availability for training sessions. |
Virtual training:
| Pro's |
Con's |
| Flexibility that enables you to complete training from the comfort of your own home or workplace. |
Poor internet connection could cause issues. |
| The trainer is available to support all students and answer any questions. |
You will need access to a laptop, desktop computer or tablet with video, audio and microphone capabilities. |
| May provide course materials for perusal prior to the session. |
You will not be able to complete assessments on your mobile phone while in a virtual session. |
| May be cheaper than face-to-face training courses. |
You may be required to keep your camera on for the entire duration of the course. |
| Allows you to consider training providers that are not based in New South Wales. |
Distractions while at home or in the workplace could interfere with your concentration. |
| Due to more options, there will be a wider availability of training sessions. |
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Choose a Reputable Training Provider
Conduct your own research to determine if the training provider is reputable, taking into consideration how long the company has been in operation. Read through customer reviews in Google and Trustpilot to learn about students’ experiences and potential issues. Whilst testimonials on a training provider’s website will only be positive for a reason, they also highlight when a training provider has performed at their best as people have taken the time to provide feedback.
Ensure Trainers Have Industry Experience
It is important that the course is delivered by a trainer with experience in the gaming and hospitality industry. Browse through training providers’ websites to see if they provide information about the backgrounds and experiences of their trainers. A trainer with industry experience will be able to provide invaluable insights into the practical application of knowledge and skills taught within the course.
CTA Training Specialists has experienced and qualified trainers and assessors direct from the hospitality industry. Quentin, who has been a trainer and assessor since 1998, has over thirty-five years of frontline and leadership experience in the hospitality and gaming industry. He currently serves as a Duty Manager, Industry Consultant and Gaming Compliance Manager at a sports and community club. Quentin states, “My training isn’t just based on a manual; it is informed by the real-time challenges I face on the gaming floor every week.”
Quentin is a CTA Training Specialist trainer whose experiences in the industry have shaped him into a powerhouse of knowledge with a depth of understanding that enables him to deliver invaluable RCG training to students.
“I describe my role as an RCG trainer as a mentorship in social responsibility. While we cover the technicalities of NSW legislation, I believe the true importance of RCG is a moral imperative that goes far beyond simple regulatory compliance. Having spent decades managing diverse venues, I have witnessed the severe signs of gambling harm firsthand. It is a very real social obligation to be able to identify and help those whose lives are being turned upside down by a poor relationship with gaming. For me, the ultimate student outcome is the development of a "compliance heart"—where a student leaves not just knowing how to avoid a fine but possessing the empathy and skill to act when a patron’s well-being is at stake.
… I prepare my students by focusing on the human impact of their work. We don’t just study for the assessment; we role-play the high-pressure, sensitive conversations that occur on the gaming floor. We focus on de-escalation, professional ethics, and how to maintain a high level of duty of care.”
Check that Student Support is Easily Accessible
Another consideration is whether a training provider provides easily accessible student support prior to, during and after completing RCG training. This is especially important if you are completing a virtual course, in case you encounter issues when joining or during the session.
The level of support from the trainer is also a key consideration. Whilst face-to-face training may seem the best method of delivery, a truly experienced trainer will be able to cater for the needs of students regardless of the course delivery method.
CTA Training Specialists offers the RCG course as a virtual training event, which is conducted via a Zoom session. Even in virtual training sessions, Quentin recognises and caters for students with different learning styles and needs.
“When a student finds the course challenging, I rely on high emotional intelligence and my background in instructional design to adapt. I strip away the heavy legal jargon and replace it with "plain English" stories gathered from my 35 years on the floor. Whether it is a language barrier or a lack of confidence, I break down complex regulations into relatable, real-world scenarios, ensuring every student feels supported and capable of meeting the professional standard.”
Insider Tip
CTA Training Specialists will issue your Statement of Attainment on the same day you complete your course. To ensure there are no delays, you will need to update your enrolment details, including your Unique Student Identifier (USI), with your training provider prior to the course. This information is required to issue your Statement of Attainment and lodge your details with Liquor & Gaming NSW.
When You Don’t Need to do the RCG Course
If you already have a competency card with an RCG endorsement and your card is due to expire, you do not need to complete the RCG course through a training provider. You will need to complete the RCG Refresher course through Liquor & Gaming NSW within the ninety-day period before the expiry date. Completing the RCG course through a training provider will not extend the expiry date on your current competency card.
Why the Right RCG Course Matters
As Quentin highlights, for those working in the gaming industry, the responsible conduct of gaming is everyone’s job. Choosing the right RCG course will ensure you are ready to take on this responsibility with confidence.
“A common myth I address is that RCG is "someone else's job"—specifically the idea that it rests solely on the shoulders of the Responsible Gambling Officer (RGO). I teach my students that compliance is a team effort; while the RGO has specific duties, every staff member on the floor is a vital link in the chain of harm minimisation. I want my students to understand that they are the frontline of defence for a family’s stability. By the time they finish my course, they are ready to handle the heavy emotional reality of the gaming floor.”
Whilst choosing the right RCG course may seem overwhelming, by considering these key points you can feel confident that you are making the right decision for your training needs. When it comes to choosing a training provider, do your research, trust your instincts and reach out for support when needed.
