Gambling Player Loyalty Programs: Practices for Clubs and Hotels (Part II)

Customer Liaison OfficerThe Queensland Responsible Gambling Guidelines for Player Loyalty Programs (PLP) contains nine (9) practices for Customer Liaison Officers and gaming managers to implement in their venues.

Practice 3 states: PLP registration process provides relevant information for consumers to make informed decisions regarding their participation in the PLP.

Acceptable practices for clubs and hotels

a) Any registration materials, and any statement, phrase or inclusion in any registration materials, is based on fact and will not mislead or deceive, or is not likely to be misleading or deceptive.

b) Any registration materials to include terms and conditions of participation in the PLP.

c) Provide company’s privacy information policy on request.

For example – “Our loyalty club’s Terms & Conditions can be found on the back of our application form and a copy of our Privacy Policy is available at any time – Just ask us.”

Unacceptable practices for clubs and hotels

a) Any registration material that are not based on fact.

b) Any registration materials that mislead or deceive, or are likely to mislead or deceive.

For example – “The loyalty club with the greatest rewards in the world.”

For example – Not supplying Terms & Conditions of membership upon joining.

Practice 4 states: PLP features and functions do not offend prevailing community standards.

Acceptable practices for clubs and hotels

PLP features and functions which support prevailing community standards in providing a responsible gambling culture and environment.

For example – “We take great pride in providing you with gambling entertainment and continually seek to raise our own standards and maintain those of our industry.”

For example – “We support the responsible service of alcohol and all prizes of liquor will be issued from our bottle shop.”

Unacceptable practices for clubs and hotels

a) PLP features and functions which involve minors or any person reasonably construed as being under 18years, in any stage or aspect of gambling.

For example – Using images of children in or near gambling areas, or imagery associated with and appealing to children in PLP campaigns.

b) PLP features and functions which may offend people from different religious or ethnic backgrounds.

c) PLP features and functions which are linked to irresponsible service of alcohol.

For example – “Win six Tequila Slammers – valid for day of issue only.”

d) PLP features and functions which are sexually explicit or provocative in nature.

e) PLP features and functions which may offend minority groups.

For example – Using racist or sexist language and imagery.

This blog series continues next week for Customer Liaison Officers on meeting the requirements of the Responsible Gambling Code of Practice while implementing player loyalty programs at your venue.

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