Patron exclusions

Do you know what to do if a patrons asks about self-exclusion?As a gaming employee working on licensed premises delivering responsible service of gambling, it is very important that you understand the process surrounding patron exclusions.

What does excluding a patron mean?

The term “excluding a patron” is when a person is prohibiting from gambling activities or the gambling areas of a specific gambling venue. It is possible for a patron to be excluded (banned or barred) from playing poker machines at your venue but may still come in and have a drink. Some excluded patrons may be banned from the whole venue, while other patrons  may only be barred from betting on TAB or Keno.

Some gambling providers operate several gambling venues so it is possible for the patron to be excluded from  several or all of those venues. An examples of this is a hotel chain that has more than one premises.

What does self-exclusion mean?

Self-exclusion is when a patron approaches a gambling venue and asks to be officially banned from all or part of the venue. Usually the person requests self-exclusion to prevent themselves from problem gambling. Self-Exclusion is always voluntary. The patron is asked to complete a Self-Exclusion Notice (Form 3A) which allows the venue to issue a Self-Exclusion Order (Form 3B).

The venue’s Customer Liaison Officer (CLO) will always handle the patron exclusion process. It is important that you understand how the exclusion process works so that you can play an active role in referring patrons wanting to self-exclude to your CLO.

 When a patron approaches you and requests information on how to self-exclude, this represents an enormously important and courageous step on their part. Very few people are willing to admit to a gambling problem and ask for help. You should bear this in mind and respond immediately in a respectful, positive and supportive way.

Ensure your RSG certificate is current to ensure you understand the patron exclusion process and meet your obligations under relevant gaming legislation.