Responsible Gambling Code of Conduct
Responsible Gaming Message -
Management and staff of the Carrum Gardens Bingo Centre are committed to encouraging the responsible playing of bingo and supporting its customers in doing so.
This commitment is set out in a notice which players can see from where tickets are purchased and from bingo tables.
Availability of the Code of Conduct
Bingo Centre Operators will display a notice advising the availability of the Responsible Gambling Code (Code 10) in areas where bingo players purchase tickets. Customers may obtain a copy from the nominated Customer Liaison Officer.
Responsible Gambling Information
The following responsible gambling information is available from the bingo centre operator-
(a) how to gamble responsibly
(b) how to make and keep a pre-commitment decision
(c) the availability of gambling support services
This information will be provided in printed form and by the Customer Liaison Officer.
Customers may also seek assistance from Gamblers Help on 1800 858 858 (Free call) or at www.problemgambling.vic.gov.au
Gambling Product Information
Information on bingo regulations and rules are available to customers upon request.
Customer loyalty scheme information
Where customers are offered a customer loyalty scheme, the bingo centre operator will provide customers with written information on the scheme's operations including benefits accruing from participation.
Pre-Commitment Strategy
The bingo centre operator will assist customers with how to set a limit on the amount he or she wishes to spend at a bingo session and or a limit on the time the customer wishes to spend at a session. Information regarding making a pre-commitment decision will be provided on request. There will also be appropriate signage to alert customers that, that pre-commitment is available to them.
Interaction with Customers
Bingo Centre operators will nominate a staff member to be responsible for customer liaison in relation to responsible gambling. The name of the staff will be shown on a sign at the point at which tickets are purchased. This staff member will be able to answer queries concerning the Code and to provide information on responsible gambling, and the location of problem gambling support services. The staff member will be discrete when speaking with customers requiring assistance in relation to problem gambling, and will respect the customers right to privacy.
Interaction with Staff
Staff at the bingo centre are not allowed to play bingo whilst on duty unless directed to do so in accordance with bingo rules and regulations.
Staff will be advised that they can request from the staff member responsible for customer liaison information about where to seek assistance to overcome a gambling problem. Interaction between staff member and the Customer Liaison Officer will be conducted in a discreet manner and with respect for the staff members right to privacy.
Interaction with Problem Gambling Support Services
Management will contact a problem gambling support service and advise them of the whereabouts of the bingo premises. One or more local support services will be given the opportunity to supply the centre with business cards, and literature on responsible gambling and pre-commitment strategies. Follow up contact will occur annually.
Customer Complaints
A document showing the process for resolving complaints from customers about compliance with the Code of Conduct will be available at the bingo centre and a register of complaints and actions will be maintained at the centre.
1) The bingo centre operator will investigate a complaint within a reasonable time.
Prohibition on Gambling by Minors
Minors are prohibited from playing bingo.
The Gambling Environment
A clock will be displayed in the area in which bingo is played so that players are aware of the passage of time
Financial Transactions
Payment of winnings by either cheque or cash shall be made in accordance with the relevant gambling regulations.
The cashing of cheques will not be allowed by the bingo centre operator.
Advertising and Promotions
Gambling and promotions at this centre will focus on entertainment rather than on winning. Advertising and promotions will be subject to review by a sub-committee of the Bingo Industry Association, and will
2(a) comply with the advertising code of ethics adopted by the Australian Association of National Advertisers;
(b) not be false, misleading or deceptive about odds, prizes or the chances of winning;
(c) have the consent of any person identified as winning a prize prior to publication;
(d) not be offensive or indecent in nature;
(e) not to create an impression that gambling is a reasonable strategy for financial betterment;
(f) not promote the consumption of alcohol while purchasing gambling products
Complaint Resolution Procedures
1 Staff members and volunteers are to refer all complaints relating to this Responsible Gambling Code of Conduct (Code 10) to the Duty Manager who is responsible for Customer Liaison.
2 The customer liaison officer (Scott Shuttleworth) or manager on duty will make contact with the complaint and identify and define the nature and cause of the complaint.
3 The customer liaison officer or duty manager will determine whether the complaint can be sorted out straight away or should be referred to upper management.
(a) If the complaint can be sorted out straight away, the customer liaison officer or manager on duty will take necessary steps to resolve the complaint on the spot.
If the complaint is to be referred to a higher level, the customer liaison officer will then inform the complainant of the timeframe involved in communicating and getting a response on the complaint from the higher level.
4 The customer liaison officer will communicate the solution to the complainant, including the basis (legislation, policies) on which the solution was framed.
5 If the complainant is not satisfied with the outcome, the customer liaison officer will then advise the complainant to raise the complaint with the Victorian Commission from Gaming Regulation or the complainant's solicitor.
6 The customer liaison officer will record details of the complaint and action taken within the complaints register.
Responsible Gaming Message -
Management and staff of the Carrum Gardens Bingo Centre are committed to encouraging the responsible playing of bingo and supporting its customers in doing so.
This commitment is set out in a notice which players can see from where tickets are purchased and from bingo tables.
Availability of the Code of Conduct
Bingo Centre Operators will display a notice advising the availability of the Responsible Gambling Code (Code 10) in areas where bingo players purchase tickets. Customers may obtain a copy from the nominated Customer Liaison Officer.
Responsible Gambling Information
The following responsible gambling information is available from the bingo centre operator-
(a) how to gamble responsibly
(b) how to make and keep a pre-commitment decision
(c) the availability of gambling support services
This information will be provided in printed form and by the Customer Liaison Officer.
Customers may also seek assistance from Gamblers Help on 1800 858 858 (Free call) or at www.problemgambling.vic.gov.au
Gambling Product Information
Information on bingo regulations and rules are available to customers upon request.
Customer loyalty scheme information
Where customers are offered a customer loyalty scheme, the bingo centre operator will provide customers with written information on the scheme's operations including benefits accruing from participation.
Pre-Commitment Strategy
The bingo centre operator will assist customers with how to set a limit on the amount he or she wishes to spend at a bingo session and or a limit on the time the customer wishes to spend at a session. Information regarding making a pre-commitment decision will be provided on request. There will also be appropriate signage to alert customers that, that pre-commitment is available to them.
Interaction with Customers
Bingo Centre operators will nominate a staff member to be responsible for customer liaison in relation to responsible gambling. The name of the staff will be shown on a sign at the point at which tickets are purchased. This staff member will be able to answer queries concerning the Code and to provide information on responsible gambling, and the location of problem gambling support services. The staff member will be discrete when speaking with customers requiring assistance in relation to problem gambling, and will respect the customers right to privacy.
Interaction with Staff
Staff at the bingo centre are not allowed to play bingo whilst on duty unless directed to do so in accordance with bingo rules and regulations.
Staff will be advised that they can request from the staff member responsible for customer liaison information about where to seek assistance to overcome a gambling problem. Interaction between staff member and the Customer Liaison Officer will be conducted in a discreet manner and with respect for the staff members right to privacy.
Interaction with Problem Gambling Support Services
Management will contact a problem gambling support service and advise them of the whereabouts of the bingo premises. One or more local support services will be given the opportunity to supply the centre with business cards, and literature on responsible gambling and pre-commitment strategies. Follow up contact will occur annually.
Customer Complaints
A document showing the process for resolving complaints from customers about compliance with the Code of Conduct will be available at the bingo centre and a register of complaints and actions will be maintained at the centre.
1) The bingo centre operator will investigate a complaint within a reasonable time.
Prohibition on Gambling by Minors
Minors are prohibited from playing bingo.
The Gambling Environment
A clock will be displayed in the area in which bingo is played so that players are aware of the passage of time
Financial Transactions
Payment of winnings by either cheque or cash shall be made in accordance with the relevant gambling regulations.
The cashing of cheques will not be allowed by the bingo centre operator.
Advertising and Promotions
Gambling and promotions at this centre will focus on entertainment rather than on winning. Advertising and promotions will be subject to review by a sub-committee of the Bingo Industry Association, and will
2(a) comply with the advertising code of ethics adopted by the Australian Association of National Advertisers;
(b) not be false, misleading or deceptive about odds, prizes or the chances of winning;
(c) have the consent of any person identified as winning a prize prior to publication;
(d) not be offensive or indecent in nature;
(e) not to create an impression that gambling is a reasonable strategy for financial betterment;
(f) not promote the consumption of alcohol while purchasing gambling products
Complaint Resolution Procedures
1 Staff members and volunteers are to refer all complaints relating to this Responsible Gambling Code of Conduct (Code 10) to the Duty Manager who is responsible for Customer Liaison.
2 The customer liaison officer (Scott Shuttleworth) or manager on duty will make contact with the complaint and identify and define the nature and cause of the complaint.
3 The customer liaison officer or duty manager will determine whether the complaint can be sorted out straight away or should be referred to upper management.
(a) If the complaint can be sorted out straight away, the customer liaison officer or manager on duty will take necessary steps to resolve the complaint on the spot.
If the complaint is to be referred to a higher level, the customer liaison officer will then inform the complainant of the timeframe involved in communicating and getting a response on the complaint from the higher level.
4 The customer liaison officer will communicate the solution to the complainant, including the basis (legislation, policies) on which the solution was framed.
5 If the complainant is not satisfied with the outcome, the customer liaison officer will then advise the complainant to raise the complaint with the Victorian Commission from Gaming Regulation or the complainant's solicitor.
6 The customer liaison officer will record details of the complaint and action taken within the complaints register.
