The Responsible Gambling Code of Practice was recently updated and released by Government. This is the second blog in a series outlining the reviewed six (6) Responsible Gambling Practices. This week we look at Practice 2: Interaction with Customers and Community.
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 can 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 serving gambling products to customers. In addition, the relevant owners, boards and managers receive appropriate information to guide decision-making in relation to responsible gambling.