RG Code: Customers and the Community

Customer Liaison OfficerThe Responsible Gambling Code of Practice contains six practices. Practice 6: Interaction with customers and community provides the outline for Customer Liaison Officers working in Queensland.

2.1 Community liaison

To support early intervention and prevention strategies,

where opportunities arise, gambling providers are to

establish effective mechanisms to link with:

  • Local gambling-related support services
  • Community networks where responsible gambling related issues could be raised

2.2 Customer liaison role

Gambling providers are to nominate a person/s to perform

the customer liaison role and who is to:

  • Be available during approved opening gaming hours
  • Provide appropriate information to assist customers with gambling-related problems
  • Support staff in providing assistance to those customers
  • Provide assistance to staff with gambling-related problems
  • Develop linkages with local community groups where opportunities arise

2.3 Customer complaints

Complaint-handling procedures that deal with gambling issues are established and promoted by gambling providers.

2.4 Training and skills development

Mechanisms are established to ensure that appropriate and ongoing responsible gambling training is provided to staff members who provide gambling products to customers. In addition, the relevant owners, boards and managers receive appropriate information to guide decision-making in relation to responsible gambling.