As part of the Responsible Gambling Code of Practice, gambling providers must employ a Customer Liaison Officer, to ensure active and ongoing communication with patrons as well as the wider community, as a harm minimisation initiative.
Customer Liaison Officers or CLOs act as mediators between the problem gambler and gambling-related support services or community networks, to find the best assistance for the patron.
CLOs have three (3) key responsibilities:
- Provide appropriate information to assist patrons with gambling-related problems
- Support staff in providing assistance to patrons
- Provide assistance to staff with gambling-related problems
It’s a legislative requirement for venues with gambling facilities. Generally, a manager or a senior staff member will take on this role. Make sure you receive appropriate training in handling this serious issue, by enrolling in a customer liaison course.