Customer Liaison Officer (CLO) Training Course QLD

Customer Liaison Office (CLO) Face to Face Course

The Customer Liaison Officer (CLO) unit expands on the skills and knowledge learned in the unit SITHGAM001 Provide Responsible Gambling Services (RSG) to assist venues and gaming staff meet the legislative requirements when working for or operating a gambling venue in Queensland.

Your Customer Liaison Officer (CLO) Training Course Includes:

• Statement of attendance
• Participant’s manual
• Qualified trainer with real industry experience
• Networking with other customer liaison officers
• Non-accredited course
• Interested in a Private or Group CLO Session for Your Team? Click Here

Views Navigation

Event Views Navigation

Today

Course Overview

The Customer Liaison Officer (CLO) training course details the steps, protocols and procedures that need to be implemented to ensure a community commitment to Responsible Gambling is achieved. The course covers your obligations under the Gaming Machine Act, Gaming Machine Regulation as well as the Queensland Responsible Gambling Code of Practice.

Your Customer Liaison Officer (CLO) Training Course Includes:

  • Statement of attendance
  • Participant’s manual
  • Qualified trainer with real industry experience
  • Networking with other customer liaison officers
Online Training also available HERE

This online Customer Liaison Officer (CLO) course covers the skill and knowledge requirements common to Queensland only, including:

  • Receive all comments or feedback from staff regarding patrons gambling activities or requests.
  • Actively assist patrons who directly approach for assistance.
  • Actively assist third party members who approach for assistance in relation to a family member or friend.
  • Actively assist and receive direction from gaming support and/or counselling services.
  • Actively assist patrons in providing information on self-exclusions.
  • Maintain all relevant forms and registers pertaining to exclusions.
  • Provide information to relevant staff regarding patrons who are excluded from venue.
  • Ensure the venue complies with legislation regarding problem gambling.
  • Ensure information is provided to patrons regarding counselling services, odds on winning and any other relevant information and signage.
  • Provide assistance to staff with gambling-related problems.
customer liaison officer course

Requirements

To begin our Customer Liaison Officer (CLO) Online course, you will need the following:

Personal Information

We will need your full name, street address, mailing address (if applicable), date of birth and phone number to create an account in our system for you.

 Email Address

We need an active email address to set up your account, and send you updates on your training status.

Statement of Attainment

Your Statements of Attainment, certificates of completion are provided in a printable PDF format.

Course Details

There are 3 Sections in the online Client Liaison Officer (CLO) Course to complete followed by a final assessment.

This online training course describes the performance outcomes, skills and knowledge required to achieve good responsible gambling objectives within a range of service industry operations. These objectives include:

  • Providing an effective mechanism for people who are experiencing harm from gambling to avoid opportunities to gamble.
  • Assisting in strengthening existing legislation to prevent the potential for harm to arise from gambling in Queensland.
  • Assisting in providing greater uniformity on exclusions across gambling acts and improve the operational viability of existing exclusion provisions.

CTA Training Specialists is responsible for ensuring compliance and conducts regular reviews on all of its training programs. CTA Training Specialists will ensure that through the implementation of the Australian Qualifications Framework Issuance Policy that students will be issued the certification documentation to which they are entitled.

The Queensland Responsible Gambling Code of Practice requires that gambling venues appoint a person to perform the role of Customer Liaison Officer (CLO).

A CLO performs three (3) important functions:

  • Provide the appropriate information to assist customers with gambling related problems.
  • Support staff in providing assistance to those customers.
  • Provide responsible gambling exclusion procedures.

Your certificate will not expire, however you may wish to complete refresher training to ensure you maintain your knowledge.

  • Queensland (QLD

Your certificate will not expire, however you may wish to complete refresher training to ensure you maintain your knowledge.

All students are supplied with the following information during the course to help build a greater understanding and increase knowledge in preparation for the assessments.

  • Documents
  • Readings
  • Links to relevant websites
  • Case studies
  • Supervisor Report
  • Videos

We use the following assessment tools to determine a student’s competence:

  • Knowledge checks that require the student to select the correct answer/s from multiple choice questions
  • Knowledge checks that require the student to respond by selecting True or False
  • Knowledge checks that require the student to select all correct answers (multiple choice)
  • Online Assessment in which you are required to answer ALL questions correctly.

Our FAQ’s below may help you, if you can’t find the answers you are looking for, feel free to contact our fully qualified support staff via LiveChat.

What is a Customer Liaison Officer?

Gambling providers are to nominate a person to perform the customer liaison role and who is trained to:

  • provide appropriate information to assist customers with gambling-related problems;
  • support staff in providing assistance to those customers; and
  • provide assistance to staff with gambling-related problems.

Who can conduct the Customer Liaison Officer training?

Like ‘Responsible Service of Alcohol’ (RSA) training, the Office of Liquor and Gaming Regulation (OLGR) has approved certain trainers to deliver the gaming nominee course. Club Training Australia is an approved customer liaison officer trainer by OLGR.

How long is the Customer Liaison Officer course?

  • The course is conducted from 8.30am to 10.30am at Northgate.
  • The Customer Liaison Officer course is delivered by a CTA Training Specialists by the following delivery methods:
  • ‘In-person’ — the course is delivered in a classroom or one-on-one environment (delivered over a half-day).

How long will my CLO last?

Your certificate will not expire, however you may wish to complete refresher training to ensure you maintain your knowledge.

Who needs the CLO Certificate?

The Queensland Responsible Gambling Code of Practice requires that gambling venues appoint a person to perform the role of Customer Liaison Officer (CLO). So if you are considering working in gaming, it is recommended to have this certificate.

Information required for enrolment

Date of Birth

It is a government requirement that we capture this information.

Email Address

Your email address must be unique and not previously used by another student.

Name on my certificate?

Our system will print your name EXACTLY as you enter it into the enrolment screen. Please take care to spell your name correctly and use capitals correctly.

Incorrect Information

Simply send an email to [email protected] or contact us via LiveChat on our website and we can amend the information.

English is my second language

If you feel you may have difficulties understanding the learning materials, simply send an email to [email protected] or contact us via LiveChat on our website.

To complete this online course you will require:

  • A unique email address not previously used by another student
  • Identification, you will need to provide us with photo identification.
  • A suitable device, computer, laptop, tablet, or smartphone with internet access and a modern browser ie. Chrome

Booking Fees

  • Gaming Nominee and/or Customer Liaison Officer tickets purchased via 3rd party booking sites, may be subject to a booking fee. This covers the cost of the processing of the ticket. Booking fees vary depending on the relevant 3rd party booking site. This booking fee is non-refundable if a ticket is cancelled or refunded.

Confirmation of Booking

  • Course payment must be received at the time of booking or at least seven (7) days prior to course.
  • If you are booking into a class to be held within seven (7) days, payment must be received within 24 hours of booking and cannot be made on the day.
  • If payment is not received within the above timelines, your place in the course will be forfeited.
  • Participants that do not attend their scheduled course without prior notice will forfeit all payments.

Withdrawals & Refunds

  • You may withdraw from a course provided you send a written request for refund at least seven (7) days prior to course commencement accompanied with your receipt or another proof of identity.
  • An administration fee of $100 will be withheld from all refunds.
  • Refunds will be issued by electronic funds transfer into the nominated bank account payment was made from.
  • Refunds will be made within 5 working days of receiving the written request.

Course Cancellation Policy

  • CTA Training Specialists may cancel a class due to insufficient numbers.
  • If a training course is cancelled, the enrolled participants will be offered a transfer into another course at no extra charge plus receive a $50 refund/discount.
  • If there are no suitable courses available, enrolled participants will be offered a full refund.

Access to Training Records

If you would like access to your training records, please make a written request to the Operations Manager at CTA Training Specialists via email at [email protected].

CTA Training Specialists may provide a reprint of your certificate at a cost of $30.00 per copy.

Incompletion of CLO training course

If you are unable to attend day 1 due to illness or emergency, a transfer will be offered to the student. No refunds will be issued. Day 1 must be completed prior to attending day 2.

If you attend day 1 of a training course but cannot attend day 2 due to illness or emergency, you can request a transfer into day 2 of another course at no additional cost. No refund will be issued for partial non-completion of a course.

Copyright Notice

All materials, study aid, forms and associated information that course participants encounter in their dealings with CTA Training Specialists remain the property of CTA Training Specialists.