Full transcript
0:04The Briefing of the knowledge slides is
0:06designed to support uh the slides that
0:09you may have already gone through so
0:11this video is uh there's going to be two
0:13of these videos one for each of the
0:16Knowledge Test uh slides that you see in
0:19the um learning materials and uh the
0:21purpose of these to provide some
0:23additional content and some additional
0:25explanation on some of these um the
0:28requirements and the standards so please
0:30um watch these in conjunction with the
0:33Knowledge Test slid so I'll be um taking
0:34you through each of the slides and just
0:36go through a bit more detail in any of
0:39the particular
0:40areas okay now any um any help that you
0:43need with um the knowledge test
0:46questions you can certainly um post a
0:48question in the help section um in the
0:51bottom right of your learner portal and
0:54the assistant can provide you some
0:55guidance on the question that you are
0:58attempting to to answer so just to a
1:00quick little sort of navigation you may
1:02um you may have seen in the assessments
1:05there was reference to some of these
1:06slides and you'll find the slide number
1:09uh by clicking on that um um the three
1:13horizontal lines on the bottom right of
1:15the uh slides and you can select the
1:18slide that that it refers to okay I'm
1:21not going to be doing that today I'm
1:22going to be going through from the
1:24beginning um through to the end for each
1:27of these slides okay so we'll get
1:30started and uh the first one is uh
1:32working on Session One
1:35slides okay so the first uh the first
1:37section that we come to here as we can
1:39see it's uh really quite to Simply uh
1:42providing some detail into the gaming
1:44machines act which is a primary act that
1:47we address in the rcg course and we can
1:50see by clicking into these uh buttons
1:52here we can see what um the uh what the
1:57the the ACT aims to do so what are the
1:59objectives and there's five objectives
2:01that you need to be selecting here and
2:02you see from the questions that pretty
2:04much are outlined pretty much word for
2:06word to what is in here so the main um
2:08the main aspect of the um of the ACT is
2:10to help minimize uh the harm associated
2:13with um misuse and abuse of gaming
2:16activities primarily we have to
2:18understand that when it comes to gaming
2:19the venues U obviously provide access to
2:22gaming machines but we know that these
2:25have the uh potential of causing harm uh
2:29in some cases severe harm so the venue
2:31has to do as much as possible to try and
2:34minimize uh that harm so you'll see a
2:36lot of reference to harm minimization
2:38throughout U not only the rcg course but
2:41also through the RSA course as well uh
2:44because we know that we can't eliminate
2:46harm um but we can certainly do um there
2:50are some things that we can do to
2:51minimize the harm from these machines
2:53that's one of the main objectives of the
2:56gaming machines act and you'll notice
2:58that through the minimization that we'll
3:00go through that uh it's um these
3:03standard will certainly have an impact
3:04on the
3:05business okay um behavior is also a very
3:09important part of what the um the ACT is
3:11hoping to communicate and set standards
3:13for so that's another main um aspect of
3:16of the act that we need to um that we
3:19can rely on it's going to help to put in
3:21place our code of conduct and help um
3:24the venue to to do their job okay so
3:27obviously education is another big part
3:29of the ACT uh and what uh it aims to do
3:32and that's what liquoring gaming uh
3:34you'll see will be focusing on
3:36primarily so development of the industry
3:40um and it's uh the main focus of this is
3:42to not um have gaming impact the
3:46community in a negative way as much as
3:48as much as we can okay so you see some
3:51of these are pretty um pretty
3:52straightforward and you you find they do
3:55uh relate quite um quite um quite simply
3:58to the question that you are working on
4:01okay and uh ultimately the um what the
4:04government is hoping to do is to have a
4:06balanced approach to this so have a a g
4:09the industry that is um that is doing
4:11well and providing some funding and uh
4:14and services to uh to The Venue but uh
4:18not have a um you know an impact on the
4:21community that's going to cause some um
4:24some severe harm to families and um and
4:27to The Wider community so that's the
4:28main aspect of the um of the act so
4:31we'll move on to the next part that
4:33you'll see here uh this one is just
4:35going to highlight the different acts
4:37that you may um uh be working with in
4:40different states that you work through
4:42uh in Australia you can see that each um
4:44pretty much each state in territory it's
4:45got its own uh specific um uh series of
4:49Acts that relates to okay so that's more
4:53I guess for general knowledge um to a
4:56certain degree
5:00okay we can see here as well that uh um
5:02when we click into these you can see
5:04that when you click into them they open
5:06up um but primarily this is um uh now
5:09focusing on the you know by choosing a
5:14specific act what we're looking to do
5:15here is to understand exactly what um uh
5:18what are the reasons behind these um
5:21these standards and what are the reasons
5:22behind um you know this level of
5:25monitoring you can see here that um the
5:27primary focus again is our harm
5:28minimization so it aims to minimize a
5:31harm to the health and well-being of
5:33individuals and also their families
5:35again we have a balanced approach to
5:37this uh and we're focusing on um you
5:40know the business also growing but not
5:43to the point where it's impacting people
5:45obviously the ACT is is there to help
5:47the business and the staff to ensure
5:50compliance uh and as we can see um from
5:53the industry it is um moving towards and
5:56there are some digital um gambling
5:58options available
6:00um in Australia these days and the
6:02government is looking to make sure that
6:03these do not cause too much of an impact
6:06on um on the individual and um the
6:09government is also seeking to uh monitor
6:11the revenue that is um that is collected
6:14and the reason for this U monitoring of
6:16Revenue is um just to be able to
6:19determine whether there is um you know
6:23growth that is unsustainable and we can
6:25sort of tend to see that from uh you
6:28know not only the cost of living but
6:29also from the the growth of a particular
6:32area uh we know that when it comes to
6:34gaming it does vary between different
6:36regions and suburbs in New South Wales
6:39so it uh we can't have the one blanket
6:41approach to every single region um
6:43because they are very very different
6:44based on demographic based on growth
6:47based on economics so um Licor and
6:49gaming are looking to just monitor the
6:51revenue that's been collected okay don't
6:53forget this is um the ACT is not there
6:55to protect um the patron
6:59uh directly um the main focus is to
7:02provide education and uh and services to
7:05The Venue who can then provide uh the
7:07services and uh and help out the patron
7:10okay so that's uh the main focus of the
7:12ACT is to support the venues who can
7:15then support uh their
7:18customers okay um and also just please
7:21keep in mind that um you know as much as
7:23uh we want to have a balanced approach
7:25to to gambling uh the government is not
7:28seeking to to reduce numbers um and
7:31certainly not to increase them but uh
7:33they want to make sure that it's uh it's
7:35sustainable so they're looking for a
7:36balanced
7:39[Music]
7:41approach okay right let's move on to the
7:43next area as you can see here when you
7:46click into these you may need to be
7:48clicking to open them up I've just got
7:49them open just to save a bit of time um
7:53and we can see here again there another
7:54question here in relation to why the
7:56government uh is um getting involved so
8:00the the the Commonwealth government
8:02there's a number of reasons why the the
8:04government will uh take a more active
8:06role um in gambling and as we can see
8:09here um the main focus again is on
8:12safety so there are public concerns in
8:14regards to in regards to gambling and
8:16what it can do to the um to the
8:18community and to society so they're
8:19looking to make sure that it's not
8:21causing too much of an impact in that
8:24area um it's also to try and understand
8:27how um other types of gambling and other
8:30uh communication uh styles are having an
8:33impact on um how we Gamble and and um
8:36and you know and how we interact so
8:38they're looking to make sure that um
8:40it's not causing too much of an impact
8:43in that area Okay U so don't forget the
8:46government will always get involved in
8:47any activity that is um generating a
8:51very large amount of Revenue so any
8:53activity whether it's gambling or
8:55anything else that generates the amount
8:57of money that gambling does the
8:58government is obviously wanting to get
9:01involved to regulate it and the main
9:03focus of Regulation is to ensure
9:05standards make sure that every venue in
9:07the state and every person that is
9:09working in a gaming area uh there is a
9:11standard on their skills their
9:14competency and the knowledge that they
9:16have so that's the main reason why um
9:19with anything that the government is
9:21looking to regulate it it's to their
9:23it's to provide a standard so that
9:25everyone is operating in a consistent
9:27manner okay uh it's obviously also to
9:30get uh Revenue uh from the taxes um that
9:34is um that are obtained from the um the
9:36gaming machines okay but it's certainly
9:38not looking to increase or to decrease
9:41okay the any one that is uh looking to
9:42be if anything decreased uh if not just
9:46um stabilized is uh interactive gambling
9:49uh this one is limited to Northern
9:51Territory at this stage and it's mainly
9:53for those remote areas cuz what we don't
9:55want to do is have um you know have
9:58remote areas or certain um cultural
10:01groups be targeted with uh an
10:03overabundance of gambling options
10:06especially in Regional areas uh or in
10:09suburbs where there's not much else that
10:11the uh patrons can do so that we know
10:14can cause a lot of harm when you are
10:16exposed to machines uh in every you know
10:19every time that you go out uh that will
10:21obviously have an impact on um how much
10:23the person gambles so they're looking
10:25just to regulate that and make sure that
10:27it is um there is a cons consistent
10:29approach across the entire
10:35state so the um the next section we're
10:37going to go into the pretty
10:38straightforward one it's in regards to
10:39the return to player percentage uh and
10:41all this basically means is uh the
10:43machines themselves are programmed to
10:45pay out a um so to retain a certain
10:49amount and um and you know pay out a
10:53percentage to the players as a whole
10:56over the long term so what we're talking
10:58about here is a return to pay percentage
11:00the machines are programmed to pay back
11:0285% uh but don't forget this is one
11:04thing that we need to be very conscious
11:06of communicating to the patron it
11:08doesn't mean that they get 85%
11:10guaranteed back to them as a player this
11:13is a across all players across the long
11:16term okay so what we need to explain to
11:19the patron is that the return to play
11:21percentage uh when you put in say for
11:24example $1 okay you are gambling on 85%
11:28only okay 15% of the $1 that you put in
11:32is retained by the machine and that is
11:35what we call the house Edge and that is
11:37what the business uses to pay its bills
11:39and to pay it staff and then 85% of that
11:42amount um will be what goes into the
11:45pool and is um is used for uh for
11:48gambling okay so jackpots are based on
11:51those um that um these funds okay but
11:54again it's not guaranteed to the
11:56individual the individual can be putting
11:58a lot of money into the machine um over
12:01you know an extended period of time and
12:02they may not see any of that money back
12:04okay cuz it it goes to the machine
12:06doesn't really care which player it goes
12:09to it will just pay that percentage back
12:11over the long
12:14term okay you'll find this information
12:16in the brochures and it's again like I
12:18said it's very important to communicate
12:20this information to the player because
12:22some players may not have a very clear
12:24understanding of how machines operate
12:29okay the other one that you um you may
12:30have seen reference to and uh quite a
12:32straightforward one but very important
12:34one to manage because uh this is one
12:36area where staff may be breached if they
12:39break these um uh these rules and uh
12:42it's on how much a patron can be paid
12:44out uh based on their winnings and the
12:47limit in cash is
12:50$5,000 okay now how the the amount is
12:53paid out uh the customer has a right to
12:56have up to 5,000 in cash if they wish if
12:59that's um the amount they've um they've
13:01won but they can also choose to have
13:03that amount in FP or in EFT so
13:06transferred into the rec or it can be a
13:09VAR A variation of that so they can
13:11choose to have 3,000 in cash 2,000 in
13:15EFT it's completely up to them as long
13:17as we do not breach the maximum limit on
13:20the amount of cash okay the venue itself
13:24can decide to set a lower limit so they
13:26can decide to only pay up maximum of
13:283,000 or it's completely up to them they
13:30can put that in their house policy and
13:32they're doing that just to minimize harm
13:35uh because we know that when the patron
13:37has cash it's much easier to rein you
13:39know to to play with that that with
13:41those funds whereas if it goes into
13:43their account uh 10 it can be a bit
13:46safer and we know that there are also
13:48limits on how much cash you can uh
13:51withdraw from a um um from accounts and
13:54and ATMs in in some cases okay so you
13:57can certainly help help to to minimize
14:00the harm on an individual as well but
14:02just keep in mind please that the patron
14:04is um they have the power to choose um
14:08anything below that 5,000 uh in cash
14:11they have the power to choose how much
14:13they receive in
14:15cash okay the um 6 hour uh shutdown
14:18period uh this can vary between venues
14:21but uh generally it can be between 4:00
14:24a.m. to 10:00 a.m. the venue will shut
14:26down so for a 6 hour period uh that's um
14:29you know for each day of the week uh
14:31that can vary between venues some venues
14:33have uh may have applied for a different
14:36time frame um you know in the past so
14:39that may still be in place but generally
14:41it will be between 4:00 a.m. and 10:
14:42a.m. and we need to make sure as staff
14:45that we are monitoring and ensuring that
14:48we do not trade uh Beyond or outside of
14:51that period okay um and we need to make
14:55sure that we are communicating to the
14:56patrons um when we are approaching that
14:59closing period so we can close the
15:01machines off and shut the machines off
15:03at the required time okay so you'll see
15:06um you may not see too many um
15:08complicated questions in this um with
15:11these sections they tend to be pretty
15:14straightforward okay so again we've um
15:16come here to uh some areas of um of harm
15:20minimization so it's very important that
15:22staff are aware of what harm
15:23minimization measures are because it's
15:25applied to every single venue in the
15:27State uh but it may vary slightly how
15:29the venue itself applies them so you
15:31you'll find that um again there'll be um
15:34there'll be referen to this slide in
15:36your assessments and uh you will see
15:39that most of the responses will match uh
15:42in most cases word for word also keep in
15:44mind guys that when it comes down to
15:45some of these questions we're building
15:47our knowledge in regards to gaming so
15:49there may be some areas where we get
15:50information in one slide another slide
15:52and a further one and there'll be a
15:54slide that will come up where you're
15:57needing to just I guess draw on all this
16:00information in order to answer that
16:01question okay because obviously this is
16:03an industry with multiple areas of um of
16:07knowledge and skill so we are needing to
16:10build on that knowledge in order for us
16:11to them be able to uh to assess how to
16:14approach a situation okay so here you'll
16:17see there's a range of different um
16:20measures that we need to follow as a
16:22venue and these again like I said uh
16:25they're part of the act and they are
16:28they apply to every venue but how every
16:30venue applies them may be may be
16:32slightly different based on the venue
16:34itself and and the layout and and how
16:36they operate okay but generally every
16:38venue has to apply okay so as we see
16:41here uh there's going to be a limit on
16:43Advertising which we'll go through in a
16:45bit more detail later
16:47on okay
16:49um we go so um signage is also a big
16:52part of harm
16:56minimization okay the Lo the location
16:59the machines himself in the venue um is
17:02also uh there's also standards around
17:05where and and um and how they can be
17:07placed okay so uh you need to sort of
17:10read through your license conditions and
17:11also read through what the requirements
17:13are so these are um areas that the venue
17:16has to apply okay same when it comes to
17:18promotional prizes and a player reward
17:21scheme there are standards and
17:22requirements that need to be followed in
17:24that
17:25area okay player activity statements are
17:28available to all patrons if the venue
17:30has their facility so we need to make
17:32sure the staff are aware of how to
17:34request one from the manager and how to
17:36provide it to patrons and also
17:38considering that these are confidential
17:40documents so we need to make sure that
17:42we are maintaining confidentiality uh
17:45with that
17:46data okay uh we need to so in in
17:50relation to confidentiality making sure
17:52that we are keeping information about
17:54the players uh presence uh their
17:56activity um their uh their pattern and
17:59also the um their spend uh is kept uh
18:03confidential and it's only related to
18:05the patron thems uh and uh anyone that
18:07works within the industry so are the
18:09game liquor and gaming uh Poli uh our
18:13direct staff and manager and um also
18:16anyone from within the uh industry from
18:19bed safe or Club safe or gamble aware um
18:21is also obviously um someone that is
18:24able to uh receive information about a
18:27player specifically
18:30okay uh counseling services and
18:33information on on Counseling Services is
18:35another area that um uh staff need to be
18:38aware of and uh what information is
18:40contained and how they can suggest those
18:43services to
18:45patrons okay all right so behavior and
18:50conduct um all right so checks are also
18:54part of the uh the requirements so um
19:01to accept checks from patrons not every
19:03venue will accept them and that's uh
19:05understandable and that is fine ven you
19:06may decide to not accept checks and
19:08that's a very common thing these days
19:09but liquoring gaming Still Still allow
19:11them to be uh to be handed in from a
19:14patron there are some guidelines and
19:18some U measures to follow uh the main
19:21ones are going to be um how much and how
19:23many so generally it's one check per
19:25customer per day maximum is 400 and we
19:28also need to be very conscious of the
19:31the history of um this Patron if they've
19:33handed in a check in the past that was
19:36Dishonored so the check bounced then
19:39that uh previous check needs to be um
19:43honored um um before any further checks
19:45can be accepted and the venue may even
19:47decide to prohibit checks from that
19:49particular customer if it's a regular
19:51occurrence that the um the check is um
19:53is bouncing but like I said a lot of
19:54venues uh these days are deciding to not
19:57accept checks okay but we still need to
19:59know what the um the limits are cuz it
20:02is different between
20:03venues okay all right so if we're paying
20:07somebody in a um with a check so some
20:10venues May pay the customer winnings in
20:12a check again there are requirements of
20:15uh these checks and what is written onto
20:17these checks you will notice that um uh
20:20there's information in the interactive
20:22resources in regards to the checks and
20:25generally what uh what it basically
20:26means is that the venue must provide a
20:27check to the patron and there must be a
20:30statement on there uh acknowledging that
20:32it is a prize Wen check and that caching
20:34rules apply okay again like we said not
20:37many venues are presenting checks to
20:40Patron they are opting more for the um
20:44eftt or the um or transfer the money
20:46into their account um because we know
20:49that checks um you know can be uh you
20:52know very hard to manage and um it um
20:55you know it's much um it's much easier
20:57and much smoother in in order to manage
20:59uh
21:01efts okay uh cash dispensing facilities
21:04so we have limits on ATMs and also on
21:07fpos machines uh placement and also how
21:10they issue funds okay uh when when it
21:13comes to ATMs and also with fos we
21:16cannot be drawing on a credit account
21:20but we'll go through that in a bit more
21:21detail when we come to um to that area
21:25Okay so industry code of practice which
21:26we'll cover shortly so these are rules
21:28that we can be following on how to
21:30manage these areas these are all part of
21:33uh these guidelines and of course in
21:35regards to self exclusion okay so you
21:39will see that uh in some of these
21:41questions you're relating to the um
21:43these standards you're only needing to
21:45choose for them so as you're going
21:46through the questions make sure that you
21:48clearly read how many uh responses you
21:51need to provide uh because if you put
21:53too many responses uh or too few
21:56responses uh it will be Mar as incorrect
21:59even though the ones that you had may
22:01have been correct we need to make sure
22:03that we adhere to the amount of
22:06selections okay as we can see here this
22:09section here now is looking at who is
22:10required to complete a an rcg Course in
22:14New sou Wales and uh we can see
22:16generally here that all staff that work
22:18in the capacity of machines uh which
22:20includes secretaries um of the club or
22:22secretary managers of the club Hotel
22:24lies and all managers okay um so in the
22:29question that you see within your
22:30assessments it will highlight one of
22:32these options
22:34okay okay so this one here is looking um
22:37at what are some of the protocols that
22:39you may encounter when you're working in
22:41a gaming area and again you're only
22:44going to be choosing four of these that
22:46are presented
22:47here okay so we can see here that um
22:51these are the main protocols or
22:52procedures that you will see okay and
22:54generally ultimately what we here to do
22:56is make sure that we are a block where
22:58where uh we're following and we're
23:00adhering to the requirements from liquor
23:02and gaming so there is an obligation
23:04from the venues in order to to do this
23:06and there are obligations on how we
23:08perform and how we um how we behave um
23:12which this section is going to highlight
23:13some of those key areas we can see here
23:15that uh uh payment of prize winning
23:18money to uh is one of the key areas that
23:21we need to be observing and how to do
23:23that and what are the rules around it
23:25okay uh especially also in regards to
23:27self exclusion how that is how that
23:30operates what are the steps involved so
23:32this sections here is going to focus on
23:33what steps do we need to be following
23:36venues will have a um a set of
23:39procedures and they'll also have a a
23:41very detailed policy that we can be
23:43following this is what what we call the
23:45gaming plan of management where all
23:48these areas are going to be outlined for
23:50all staff to see and it's also used as a
23:53training material as
23:55well okay uh also with instant reporting
23:58okay we all know that um as of July 1 it
24:00is mandatory for all um gaming venues
24:03with over 20 machines to have an
24:05incident register uh and uh and inant
24:09reports are completed for um there's
24:12multiple situations but one of those is
24:14going to be specifically when a a patron
24:16is showing uh warning signs uh we need
24:20to make sure that we are keeping record
24:21of what these signs were for other staff
24:23to be aware so there will be protocols
24:26and there'll be step by steps on how to
24:28um how to complete an incident
24:32report okay uh encouraging breakes
24:34breaks in with um with players is also
24:36one that will need to be detailed in a
24:38procedure so all staff are
24:40aware okay you see most of these will be
24:43highlighted in your question and in most
24:45cases that will be word for word just
24:47make sure that you read the um responses
24:48carefully because sometimes they um they
24:50might be designed to be similar but not
24:53exactly
24:54correct
24:56okay okay and how to obtain
24:59support and assistance when
25:01needed uh machine uh so machine clocks
25:05and uh the checks of clocks in general
25:07uh we will go through this in a bit more
25:09detail but generally uh clocks are not
25:11mandatory but some venues will still
25:13have them in place but if we do have
25:15them in place they need to be accurate
25:17so this uh protocol will will outline uh
25:20exactly what to be doing uh in um in
25:22that area and uh We've also got some
25:24sections in regards to code of conduct
25:26so um what is unacceptable gaming
25:29Behavior Uh personal Behavior Uh and
25:32language that is permitted in the gaming
25:34area these need to be put in place as a
25:37protocol so everybody can follow it and
25:39staff can communicate it to the patrons
25:43okay and there will in most cases most
25:45venues will have also a address code as
25:49well for the entire venue and also maybe
25:51in some cases specifically for the
25:52gaming
25:53area Okay and then cashing of checks
25:56there will also be if we accept it will
25:58be protocols on how to follow those
26:01steps okay so again you're only choosing
26:04four of the of the selections that we've
26:06just gone through here and again like I
26:07said just make sure that you read them
26:09very carefully because uh sometimes they
26:12uh they're not exactly word for word
26:14okay so if you if you need any support
26:16you can just reach out via the um the
26:18help
26:19function okay next one is looking at
26:21some of the indicators of problem
26:23gambling and if you click into each of
26:25these we can see what are some of the op
26:27the um are that a patron may be
26:29challenged so bills can't be paid
26:32borrowing money to gamble changes in
26:34sleep and eating
26:38patterns okay so he a pretty um
26:41committing legal
26:43acts okay self harm uh and potentially
26:46even discussions about suicide can also
26:48is one of those um warning signs and
26:51also a concerning uh reality that we may
26:54encounter um anyone that's um doing your
26:56arcg you will um see um specific areas
27:00on how can you deal with patrons that
27:02are experiencing this
27:04home okay feelings of remorse after
27:07gambling gambling more than they can
27:09afford either MoneyWise or
27:14TimeWise okay so we can see here there's
27:16a lot of different areas and they can
27:18they can really vary between patrons
27:20they're not the same for every
27:22individual okay so these are just signs
27:25I mean obviously it's very it's
27:27impossible to pinpoint uh Patron
27:29information um Behavior sorry um to
27:32always be exactly the same so uh we need
27:35to make sure that we you know assess the
27:37individual based on their own
27:38circumstances but these are certainly
27:40signs that you can reflect upon uh and
27:42then you can find out if it is causing
27:45uh any challenges for the um for the
27:49patron okay so in this next section here
27:51we'll looking at we'll go back to number
27:53one so let's close this so this one is
27:55the reasons for implementing um these
27:57practices so first one's looking at what
27:59are some of the public interest reasons
28:02for gaming
28:03regulation so as you can see here the
28:05first one is government concerns with
28:07problem gambling what it can do to the
28:09community and the problems that it also
28:12um arises from from this um the
28:16community also has concerns in regards
28:19to lack of productivity family problems
28:22family breakdown um alcohol use drug use
28:25it it can go on and on it can become
28:28quite a severe
28:30circumstance okay like I said it can
28:32damage people's relationships mental
28:34health and also their employment and the
28:37economic cost okay of uh you know family
28:40breakup people losing their job losing
28:42their businesses and that will obviously
28:44affect the entire Community okay so um
28:48again the public concerns uh in regards
28:52to gambling are pretty straightforward
28:54it's we know that it can cause harm um
28:56and we know that it can be very
28:58inconsistent based on where that harm
29:00may be situated some suburbs may not
29:03have very um very many people at all
29:06they do say that about 25% of people
29:07that visit a gaming area may have a
29:10problem with gambling but that is not
29:12the same across every venue some venues
29:14is higher some venues it is
29:18lower okay one area that you see in
29:21regards to uh promotion is uh the limit
29:24on promoting gambling machines outside
29:27the venue so any promotion of the um the
29:31pokeys has to be limited to inside the
29:33venue okay so even having um what you
29:37may have seen as a VIP lounge or
29:39anything along that uh that wording uh
29:41is now prohibited so we cannot be
29:43promoting that there is gaming uh poke
29:45machines in a venue uh under any
29:48circumstances it's limited to inside the
29:53venue okay another question here that
29:56also sort of highlights publishing of uh
29:58machine advertising okay you see here
30:01that uh it just breaks down gives a
30:03definition of what publishing means okay
30:06and you'll see that one of the questions
30:07will highlight exactly which one that is
30:10and this is just here just to make it
30:11very clear to everyone exactly what uh
30:13what we mean by advertising as we know
30:16generally machines should not be seen
30:19from outside the venue okay and also not
30:22advertising or any kind of
30:24written um you know so this this area
30:26here just breaks down exactly what uh
30:29the requirement is in regards to
30:32advertising okay like we said before uh
30:34cash dispensing machines have uh
30:37restrictions as well as you can see here
30:40that ATMs and fpos machines um cannot be
30:44uh situated where the machines are
30:46located so we can't have an ATM inside a
30:49gaming area inside a gaming room there
30:52must be in a separate room and they
30:53should not be visible from inside that
30:55room so that uh this section is going to
30:59highlight exactly what that um that
31:00standard is and this applies to every
31:02single venue and the other standard is
31:05that these cash dispensing facilities
31:08whether it's an ATM or an fpos machines
31:10cannot access funds from a credit card
31:14account meaning that you cannot withdraw
31:15funds from a credit card account you can
31:18still use a credit card account you can
31:19still tap and go uh in order to buy food
31:22or to buy beverages or you know um pay
31:25for services but you cannot use it for
31:26gambling because Essen it is
31:29credit okay and we know the credit is
31:31not
31:32permitted okay this section here just
31:34quite simply highlights uh codes of
31:37practice the codes of practice are um
31:39protocols that are I guess preferred by
31:42the industry and are used by multiple
31:44venues within the industry and venues
31:46can um bring in um you know some of
31:50these protocols in order for them to be
31:52able to follow the requirements
31:54effectively so there's no there's no
31:56reason why you should be rein venting uh
31:59processes every single time because if
32:01it's working for a large amount of
32:03venues in the industry then generally it
32:05will most uh most often work for your
32:07Venue okay so some of those codes of
32:10practice will be um you know on how to
32:13communicate and how to and the placement
32:16of uh product
32:18information okay messages and warnings
32:20to
32:22patrons okay how to provide self
32:24exclusion
32:26information okay and how to Prov
32:28information on Counseling
32:31Services okay this next section here is
32:34looking at uh what are some of
32:39the go so we got
32:42uh so these are focusing on the services
32:45that are provided by Licor and G so uh
32:49Licor and gaming has a variety of
32:51services to support responsible gambling
32:53venues and this is going to highlight
32:54exactly what their role is so as we can
32:56see here the first main uh area that
32:58liquor and gaming will um uh will
33:02provide services is to license venue
33:05operators so provide the um the gaming
33:08license or be involved in providing the
33:10gaming license to venue operators it's
33:12also there to license uh all the
33:14employees that work in the area and
33:16that's obviously through the competency
33:18cards uh they also regulate the training
33:21so any of the liquor and gaming approved
33:23um colleges like like us uh need to
33:26follow guidelines from liquor and gaming
33:29so they're there to accredit and to
33:30monitor these um these RTO um and
33:34they're also there to make sure that um
33:38any sort of requirements in regards to
33:40signing each brochures and other
33:42compliance areas they are there to
33:44provide uh suggestions advice
33:46information whatever is needed for the
33:49venue primarily the most important
33:51approach that we always communicate to
33:53staff and also managers in regards to um
33:56not only the gaming area but also in
33:58regards to lior is having a proactive
34:00approach so there's an area that you are
34:02concerned about and you are you feel
34:05that you're not meeting the requirements
34:06reach out to Loring gaming and or your
34:09local police command and they can
34:10provide advice okay do not wait for them
34:13to come in and tell you what to do or to
34:15tell you where you're going wrong we
34:16have the resources available and we have
34:18the information available in order to be
34:21able to um provide conduct sorry our own
34:26investigations so there is um as you
34:28would have probably seen and read so far
34:31there is uh multiple resources available
34:34on Licor and Gaming website um one of
34:37those is going to be the self- audit
34:39checklist okay it's it's completely free
34:42and all venes can download these and
34:44complete these as often and as much as
34:47they want and it really is recommended
34:49that everyone every venue do this on a
34:50monthly basis and not just the lenses
34:53but also all staff involved and then
34:55keep them on file so you can provide
34:57evidence that you are conducting audits
34:59regular audits some venues will even
35:01have their own internal checklists um of
35:03you know checking signage checking
35:05brochures you know checking stickers
35:07making sure that everything is in place
35:09okay uh and they'll do that on a regular
35:11basis okay the other really important
35:13area that liquor and gaming will be
35:14involved is education and communication
35:17through fact sheets um and also through
35:19the website okay that's available to
35:21staff and also to
35:24patrons okay they're also there to
35:26investigate any breaches uh in regards
35:30to the um the the venues obligations and
35:33um inspection of venues to monitor
35:35compliance so they'll go to venues and
35:37they'll uh do inspections whether it's
35:40uh in plain clothes or in uniform um and
35:44they'll do this to make sure that there
35:45is a a standard that is being applied to
35:49all venues in that area and any sort of
35:52areas that aren't being met they will
35:53provide information uh and possibly even
35:56sort of uh enforcement if
35:58needed okay the next question is going
36:00to be looking at uh the role of Staff in
36:03the gaming area okay we click into these
36:06we can see specifically what is the role
36:08of the staff that work in that
36:11area and the first one is to advis
36:14patrons who inquire about self-
36:16exclusion and the most important thing
36:18that we need to monitor is that we are
36:20providing the right information so
36:22education is very very important for
36:24your staff and for for yourself okay so
36:27make sure that we have the right
36:28information we know where to get
36:30relevant information on the brochures or
36:33you know where we can provide that
36:34information to the patrons and we also
36:36need to be able to discuss it and
36:38communicate this to to the patrons okay
36:41the um the staff are the ones that are
36:42there to support the patrons and um so
36:45our education in this area is um is
36:48vital okay so you will see that uh in
36:50this section here uh it's going to break
36:52down what is the the responsibility in
36:55regards to staff that work in that area
36:58we can close this down and go to the
36:59second one okay um and we can see here
37:03that um even though yes we are uh we're
37:06responsible for engaging with the patron
37:09and uh checking in and providing um
37:11advice and support we're not there to
37:13become a counselor for the patron there
37:16are professionals that um are available
37:18to do that our job is to direct the
37:21patron to speak to the
37:23professionals okay and don't forget look
37:26there's also a lot of um um I guess
37:29requirement in regards to I mean
37:31generally we're there to follow
37:32procedure okay so that's obviously
37:34another area that we need to be adhering
37:35to uh and also we we're there to make
37:38sure that all the areas in regards to um
37:41all the requirements of the gaming area
37:43everything from signage to promotional
37:45materials to you know shutdown periods
37:48to miners every one of those areas uh
37:51this is our responsibility we also say
37:54to um to staff that are doing their rcg
37:56for the first time and also uh in
37:59regards to your RSA we need to
38:01understand that this is like a applying
38:03for a driver's license so when you're
38:04app for for for a driver's license uh
38:07you're the one that's applying for it
38:08you do your test you study and you uh do
38:12your practical test and your knowledge
38:13test and then when you pass your your
38:16your driving test you are then issued
38:17with a license which you need to manage
38:20uh that license so every time that you
38:22get in the car and you drive you need to
38:24apply the road ruls this is exactly the
38:26same okay rcg and RSA is exactly the
38:29same you are responsible for knowing the
38:31road rules you are responsible for
38:33knowing the rules in regards to gaming
38:35and liquor and you need to apply them
38:38ignorance is uh unfortunately these days
38:41not going to be accepted because there's
38:42a lot of information available to you
38:45and there's also a responsibility on the
38:47LIC e and the manages to communicate uh
38:50and educate uh staff as well so there's
38:52a lot of Education coming in there
38:54really is no excuse for staff not
38:56knowing what the what the rules are and
38:58what the requirements are okay instant
39:01reporting is also going to be an
39:02important one um and making sure that
39:05you know staff and also managers are you
39:08know recording instances and logging
39:10instances as um uh we're required okay
39:13as we U mentioned before incident
39:15reports are going to a mandatory um in
39:18new sou Wales from July
39:221 okay so here we have um we've got two
39:24different slides here that are quite
39:26similar in the topic they relate to
39:29we're talking here about Ram
39:30ramifications if we breach these
39:33obligations the first one we're starting
39:34with is the venue we have to really
39:37understand that when it comes to venues
39:38and staff so venues being the venue
39:41license and the lcy uh so the the
39:44license holder uh these are going to be
39:46different to general staff okay so if
39:48the lensey breaks uh the law it's not
39:52entirely going to affect other staff
39:55unless they also break the law as well
39:57okay so we can see here some of the
39:59ramifications if the venue or the
40:00license e do not uh um uh you know apply
40:06these um these obligations so
40:08cancellation of the hotel license or the
40:10club license cancellation of the gaming
40:14license there may be a cancellation or
40:16suspension or
40:19modification there may also be
40:21disqualification of the hotelier or the
40:23club uh for a period of time
40:27so imposition or revocation of a hotel
40:30club or gaming license conditions so
40:31there may be changes to the um license
40:33conditions for the gaming area uh the
40:36suspension of the um the license for a
40:39period of
40:40time okay you may also result in a
40:42gaming um license holder being
40:45disqualified as well there may be just a
40:48formal reprimand so warning provided to
40:50the license holder uh or it may result
40:53in a penalty notice being issued or a
40:56court uh imposed fine being issued or
40:59there may have been a a a situation
41:01where uh the license holder has been
41:04found guilty but with no offense
41:06recorded and no fine imposed okay so
41:09this relates to the venue okay you'll
41:11see some of the selections that are in
41:13here uh and they will relate directly to
41:16the venue just by the um the venue being
41:19imposed a fine does not mean that it
41:20would affect all managers and it
41:22certainly will not affect all staff okay
41:25like I said it's very much based on on
41:27who breaks the rules and they're the
41:29ones that will be uh that will be dealt
41:31with okay this next slide relates
41:33directly to staff himself okay so we
41:37know that when it comes to staff it's a
41:39bit different because if staff Break The
41:40Rules then it will have an impact on the
41:43license holder or the line because the
41:46license holder is responsible for making
41:48sure that staff follow the um the
41:51requirements um so lenses and license
41:56holders need to make sure that their
41:57staff are educated and performance
41:59managed and if anybody is breaking the
42:03um the breaking the rules they need to
42:05be addressed they need to be dealt with
42:07and they need to be educated okay if not
42:10uh there may need to be uh
42:11considerations in regards to uh written
42:14warnings and um and and further action
42:17okay so we can see here uh some of these
42:20are similar okay because these are
42:21rication venue for venue staff if they
42:23breach their obligations but some of
42:25these are going to relate directly to
42:27the staff
42:28thems
42:33okay all right so we can see here that
42:35um some of these are very very
42:41similar okay so again you'll find that
42:43these will relate to you'll be selecting
42:45three of these in your um in your
42:49questions
42:51okay so the most important thing I guess
42:54to understand here is a sta feel
42:55uncomfortable if you feel un comfortable
42:58with the information and the knowledge
42:59that you have please it's very important
43:01that you reach out directly to your U
43:04licy and to your managers or even to the
43:07owner of the business and if there are
43:10some concerns that you're not having
43:11addressed then it's very important for
43:13staff to understand how to reach out to
43:16liquoring gaming when you come to the
43:19when you come to the workshop the rcg
43:22workshop we will talk through exactly
43:24how to make a um I guess a complaint or
43:27even just to raise an alarm in regards
43:30to lack of compliance at a venue that
43:32you are working with because we know
43:34that if you are If your manager is
43:36encouraging you to break the law then
43:38essentially you are breaking the law so
43:40you can't blame your boss uh if you feel
43:42uncomfortable with something that your
43:44manager is asking you to do like maybe
43:46your manager is asking you to serve
43:47alcohol uh free alcohol to somebody in
43:50the gaming area which we know is not
43:52permitted then you have uh the uh the
43:55ability to raise
43:57those concerns directly with liquor and
44:00gaming and the staff have the ability uh
44:04to refuse if they know they're breaking
44:06the law they have the right to refuse um
44:08those tasks okay no manager can
44:11encourage you to break the
44:13law okay this section here just goes
44:15into a bit more detail in regards to an
44:17area that you may have already read
44:18about which is self exclusions it talks
44:20a bit more about the program and we'll
44:22talk a bit more about it in the workshop
44:24as well so he talks about what the self
44:27exclusion process is and self- exclusion
44:30is a uh Statewide uh program which um is
44:34a voluntary program so the customer
44:35themsel will sign up to it uh minimum is
44:38a six-month uh program but it can be
44:41extended for a longer period of time and
44:44the the way this works is that they sign
44:46an agreement with the new Wales
44:48government and it's enforced by the
44:51venue okay so venues have obligations
44:55okay um so as you can see here uh you
44:59are indemnified in some aspects in
45:02regards to your your actions generally
45:04when someone signs up to the self
45:07exclusion program for a period of time
45:09they are Banning thems from either the
45:11gaming area only or the entire venue
45:14which means if they come in to the venue
45:16during that period of time the venue has
45:19the obligation of removing that Patron
45:22and they have the ability to to use a
45:26reasonable Force
45:27so the patron does not uh leave the
45:30venue may use reasonable force and as
45:33you can see here in the bottom section
45:35there uh the venue is indemnified so if
45:38the uh venue does remove Somebody by
45:42force and by accident that Patron is
45:45injured then the um the venue has
45:48Indemnity which means they cannot uh be
45:52prosecuted for any criminal or civil
45:54action okay because what they're doing
45:56is they're basically enforcing the rules
45:58of the of the act so they're basically
46:01working um you know to uh enforce these
46:05um these requirements so obviously it
46:07does um we need to make sure that we're
46:09using a reasonable force and not um
46:12obviously taking action that's going to
46:15um you know harm somebody on um on
46:18purpose okay like I mentioned before
46:20clocks are not mandatory in the gaming
46:23area main reason for that is because
46:25machines the gaming machines have clocks
46:28and uh most people have either a clock
46:31or so a watch or you know some kind of
46:33time turning device on them whether it's
46:35a mobile phone or a watch okay so
46:37they're no longer required to be hung in
46:40the game area but they can be um and the
46:43reason for that is because I realized
46:44that it doesn't really have an impact so
46:46they found that um clocks that are hung
46:49have little impact on on har
46:50minimization but like we said some
46:52venues still have them um and if they
46:54are in place they just need to be
46:56checked okay so just make sure that we
46:58are we in in our responses we're
47:01focusing on the fact that they're not
47:02mandatory anymore but they are still
47:04required or they are still sorry um
47:08recommended okay but um they just
47:11realize that they may have little
47:14impact okay that is um the end of
47:17session one there will be a second video
47:19that will be put together and um
47:21available for session two so you can go
47:24through and um and get a bit more detail
47:27in regards to some of these questions