What is Harm Minimisation?
Harm Minimisation refers to the policies and procedures CHRG and its venues have in place to reduce the potential harm associated with gaming machines. This approach includes the following components:
Gaming Plan of Management (outlining responsible conduct of gambling obligations)
Harm Minimisation (Gaming) Policy
Responsible Conduct of Gambling Procedure
Gaming Harm Minimisation Procedure
Clubsafe Premium Membership
What is an RGO?
An RGO is a Responsible Gambling Officer, which must be present on the gaming floor at all times (per regulatory requirements). The daily roster will show all staff that are rostered on at any time to undertake RGO duties.
What are the duties of an RGO?
RGO’s are expected to proactively engage with patrons and monitor them for any potential signs of experiencing gambling harm. If probable or strong indicators are observed, Staff are required to either check-in, or immediately escalate the incident to the CSM. RGO’s are required to document any gambling related incidents in the Gaming Incident Register (GIR).
What warning signs are RGO’s looking for?
Length of Play
Access to money
Play behaviour
Social behaviour
What actions do RGO’s take based on warning signs?
Monitor, record, and inform manager if multiplesigns areobserved.
Follow strong warning signs protocol if two or more signs are observed.
Manager will speak with patron, offer support, and consider self-exclusion or an exclusion order if necessary.
What is the Gambling incident Register (GIR)?
The GIR records all required incidents observed and actioned by RGO’s. The Software CHRG uses for our GIR is called Cherry Check. This software is installed in the Pod at each venue and is available for all RGO’s, as they undertake their duties.
Who is the Responsible Gambling Manager on duty?
The CSM is the ResponsibleGambling Manager while on shift. CSM’s are there to assist the RGO’s in undertaking their duties and to assist patrons, as needed.
What types of SelfExclusion do we offer?
Self-Exclusion (Full or Partial)
Family Initiated Exclusions
Club Initiated Exclusions
August2024
Who is our service provider for Self-Exclusions, and how do we monitor this?
We are members of Club Safe premium, which is provided by ClubsNSW. We use a software package called MVSE (Multi Venue Self Exclusion). This cloud-based software is our self-exclusion register. We also utilise the MVSE to lodge new self-exclusions.
What do I do if a patron asks about Self-Exclusion?
Contact the CSM who will guide the patron through the Self Exclusion process. The CSM will also record this interaction in the GIR and assist with contacting available counselling services. For further information refer to GPOM or the Clubs RCG Procedure
What do I do if a patron asks about Self-Exclusion of a family member (Family Initiated Exclusion)?
Contact the CSM who will talk to the patron to get further details. The Club will then work with ClubsNSW to investigate further and facilitate the process. The CSM will also record this interaction in the GIR.
What Gaming Support services are available?
Gamble Aware – 1800 858 858
Club Safe – 1800 997 766
There are contact cards located at every bank of gaming machinaes, and pamphlets around the gaming floor and the pod. Bilingual pamphlets arealso available online, which the CSM can print for you.
What is the Gaming Plan of Management (GPOM)?
The GPOM is a legislated document that outlines the Clubs Procedures and Policies for Gaming Harm Minimisation. The GPOM is located at each venue, in the Gaming Pod. A digital version is availableon the Connect Hub.
What are the key points in the GPOM?
1. Venue Operations: Trading hours, license details, and conditions.
2. Gambling Harm Measures: Policies for Responsible Conduct of Gambling (RCG) and harm minimisation.
3. Responsible Gaming Officers (RGOs): Duties, responsibilities, and staffing requirements.
4. Venue Signage: Required gambling signage and specific locations.
5. Player Assistance: Self-exclusion options for patrons.
6. At-Risk Behaviours: Identifying and managing at-risk gambling behaviours.
7. Preventing Minors' Access:Policies to ensure minors do not use gaming machines.
8. Prize Payment Procedures: Policies for payouts, including those over $5,000.
9. Player Reward Schemes: Regulations on promotional prizes and player activity statements.
10. Gaming Incident Register: Purpose and use of the electronic incident register, Cherry Check.
11. Legislation Compliance: Adherence to relevant gaming and liquor laws.
12. Staff Gaming Restrictions: Prohibition on staff using gaming machines.
13. Customer Complaints: Procedures for handling gaming-related complaints.
14. Reporting Misconduct: Procedures for anonymous reporting of law breaches
Where can I find out more information?
Ask your CSM or service leader
Speak to the Andrew Kelly orJake Brain in Gaming
On the Connect Hub are copies of the GPOM and all related polices and procedures.