Full transcript
0:06The Briefing we're about to watch is
0:08focusing on session two of the Knowledge
0:12Test slides so in this uh video we'll be
0:15going through just a bit more detail in
0:17regards to some of the slides and some
0:20of the um the requirements okay again
0:23like I mentioned with the previous video
0:24if you have any uh additional questions
0:27or any additional uh concerns in regards
0:29to the other content um and if it's not
0:31clear enough um please reach out via the
0:34help button in the learner portal and
0:37the team can give you some guidance on
0:39the question being raised okay so we
0:42click into here as I mentioned before if
0:43you want to navigate the um specific
0:45slides you can just click on that uh
0:47three horizontal uh lines there you can
0:49choose the slide that you want to refer
0:51to uh I'm going to start from the
0:53beginning and um we'll start with uh
0:56signage so we see here that there is um
0:59a range of and there's more um signage
1:02that is required for the gaming ERA this
1:03is just going to highlight some of them
1:06so one of the um the key harm
1:07minimization areas that we need to be
1:09aware of and keep our Knowledge and
1:12Skills um current e in regards to
1:14signage and promotional materials so
1:17you'll see here that uh in the questions
1:19that you'll be addressing it's going to
1:20highlight a specific sign and it's going
1:23to be asking you uh specifically where
1:26does a sign need to be placed placement
1:29is a very important part part of our
1:30role uh it's not just the manager's role
1:33or the lense role it is everyone's role
1:35that works in the gaming area everyone's
1:37job is to make sure the signage is in
1:40place where it's meant to be and it is
1:43visible okay so you can see here one G
1:45which is a c counseling sign okay this
1:48needs to be placed um so must be
1:50displayed in the gaming area of the
1:53venue okay so you'll be able to select
1:56the one that relates to the placement
1:59Okay so must be in the gaming
2:01area uh sign number 4G okay the dangers
2:05of gambling this needs to be place these
2:08little stickers and they must be placed
2:10on the machine
2:13thems okay so must every M gaming
2:16machine must display a gaming warning
2:18and uh these stickers must be visible
2:22and um um intact on the machine so
2:25please check them because they can
2:26sometimes fall off or be peeled off okay
2:28so staff need to be checking these
2:30regularly same with the uh these signs
2:33here 3G signs okay must be placed at
2:37every area where the machines are
2:41located and then the last one is going
2:43to be the contact cards these are
2:44promotional materials other promotional
2:47materials are also the brochures as well
2:49so any information or brochures or
2:51handouts that we give to a patron is a
2:54promotional material uh and we need to
2:56know specifically where these need to go
2:59contact cards are business card size uh
3:02little sort of um handouts okay and um
3:05they're going to communicate the gamble
3:08aware um information so we who can you
3:11contact in regards to uh counseling and
3:15support and advice and these need to be
3:17in clear plastic holders and they must
3:20be
3:22available um on the machines okay so
3:24where the machines are located uh
3:26normally they'll be placed either on the
3:27machine themsel or at least on at the
3:29end of the bank of uh poke machines okay
3:33uh most places you'll probably find
3:35we'll have them in between the machines
3:36just on a ledge or a little holder okay
3:39really depends but the minimum is they
3:41must be on the end of the bank of
3:45machines okay brochures if we're
3:47referring to brochures in regards to
3:49promotional materials these must be uh
3:51also placed anywhere where gaming
3:53machines are located uh and also where
3:56Tab and Kino uh tickets are sold so
3:59generally they'll go and um and they'll
4:01be placed at the cashier or at the bar
4:03area uh where the um that transaction is
4:07conducted okay so again this is one of
4:10those areas that staff need to be very
4:12much aware of and doing these checks on
4:14a daily uh if not twice a day just make
4:17sure that they are in place because they
4:18do sometimes get uh taken down or they
4:21deplete especially those promotional
4:23materials and um like the contact cards
4:26and brochures they can sometimes
4:28disappear
4:29[Music]
4:30okay another sign that we need to make
4:32sure is in place is going to be the
4:34think about your choices message and we
4:37click on here we can see that this one
4:39relates uh this one needs to be
4:41available uh with the player activity
4:43statement that is issued by the venue if
4:46they are available by the venue but they
4:48also must be on the ATM and they must be
4:51on any F pass or cash cashback
4:54machine okay that's an example of what
4:56the sign would look like
5:02okay we're going to go now and uh
5:04there's a few slides here in regards to
5:06uh self exclusion and as we mentioned in
5:09the previous session uh we have an
5:11obligation to enforce this on behalf of
5:13the New South Wales government if we
5:15fail to meet our obligations then the
5:17venue and the staff may be fined may be
5:20breached okay so it's very important
5:22that we understand exactly what the
5:24requirements are generally the way it
5:25works is that staff general staff
5:27Frontline staff communicate and uh I
5:30guess promote the scheme to patrons and
5:33then any sort of more detailed
5:35information that may be needed by the
5:37patron will generally be referred to the
5:40ly uh and or um the uh the
5:44counselors okay so we'll go through some
5:46of these requirements in this section
5:47here there's a little bit of a there's a
5:49link you can click on here which takes
5:50you to the ACT and you can read exactly
5:52what the requirements are generally what
5:55uh we mentioned before is that it's a
5:56minimum of 6 months it's a voluntary
5:59program the um the individual signs up
6:02to the program they can do it either
6:04online through beds safe Club safe or
6:06gamble aware or they can sign up in the
6:08venue itself signing up in the venue um
6:12generally will only permit them to sign
6:14up to one venue at a time whereas if
6:16they sign up to uh through beds safe or
6:19Club safe they can sign up to more than
6:21one venue at a time normally between 30
6:24and 50 uh same with gamble aware as well
6:28and the other benefit of signing up via
6:30Club safe or bed safe or gamble away is
6:33they can also obtain counseling which as
6:35we would know the venue and the venue
6:37staff cannot provide um any uh
6:40counseling to the patron directly okay
6:43as we mentioned before it is our job to
6:44make sure that we provide the customers
6:46with information and we educate them on
6:49the scheme we also have to provide them
6:51with a copy of the contract as well and
6:54if they wish to sign up in the venue uh
6:56there will be a representative most
6:58times it will be the license
7:00but they can be uh an appointment can be
7:02arranged and uh we need to let them know
7:04that a photo will be taken and that will
7:07be going to the venues register and then
7:09all staff will need to monitor to make
7:12sure that that person that is on that
7:14register does not enter the venue during
7:17that period of time so whilst they're
7:19still in the scheme they are not
7:21permitted to enter the gaming area uh
7:24the venue can use reasonable force and
7:26they can also use uh they can contact
7:28police if the person person enters and
7:30does not want to
7:32leave okay all right so a bit more
7:34information here in regards to the soft
7:36exclusion program we'll go through a bit
7:38of information and we actually will um
7:41go through quite a bit more information
7:42in the workshop uh and if you go and uh
7:46complete the arcg which is also offered
7:49by um Hospitality Institute then you'll
7:51be able to go into a bit more detail in
7:53regards to self exclusion and um how we
7:56communicate that to patrons okay so it's
7:59a very important program it's very
8:00important that all staff know exactly
8:01what um what information is contained
8:05okay so something the information that
8:07we need to make available to patrons um
8:10at all times first one is going to be uh
8:13contact details of the gambling
8:14counseling service so through contact
8:16cards they can contact the counselor and
8:18the counselor can explain the program in
8:20bit more detail for them if they like
8:23okay um we need to confirm the patrons
8:26that the scheme is available at the
8:27venue and every venue has to have the
8:30scheme available for every person uh and
8:32venues will have um this signage that is
8:35required in the gaming area and we also
8:38need to have signage that nominates who
8:40is a person in the venue that the
8:42customer can speak to normally to sign
8:44up to the program or to get more
8:46information venues like we mentioned
8:49have to provide a free copy of the
8:50contract it's not a very complicated um
8:53contract it's only three pages long but
8:55it can still be overwhelming for some
8:57people but uh we need to have either a
8:59free printed copy or a copy um either on
9:03the website or something that is easily
9:05accessible for patrons that may want
9:07some venues might have a QR code where
9:09once you scan the QR code it takes you
9:11to a link um on a website and you can
9:14download a copy from
9:18there okay some of the minimum
9:19requirements in regards to self
9:22exclusion okay so first one is the
9:24patrons uh need to be made aware of it
9:27by the staff that it's available give
9:29them information on how it operates and
9:31explain to them keeping in mind that um
9:33just giving them brochures may not help
9:35cuz it may be a bit overwhelming patrons
9:38generally like to have someone explain
9:39it to them and in some cases even help
9:42them signing up to it so if they want to
9:43sign up to multiple venues through Club
9:46safe or beds safe uh venue staff can
9:48certainly um grab the Patron's phone
9:51make the phone call to uh beds safe or
9:53Club safe or gamble aware and then sit
9:55with them whilst they go through that
9:58conversation with
10:00uh with them so then they can facilitate
10:02the um the person signing up to them
10:04they can you know they can support them
10:06in signing up you know if they want to
10:07do it through bed safe and they're doing
10:08it online the venue staff can help them
10:11through that process they're not forcing
10:13them they're just supporting them okay
10:15so whatever we need to do to help them
10:17we certainly can okay so prevent a venue
10:20from refusing a patron obviously that uh
10:23is and a very important area that staff
10:25need to be aware of if the venue is
10:26refusing patrons from signing up uh they
10:29they need to be very conscious of the
10:30fact that they are essentially breaking
10:32the law and if staff uh go along with
10:35that process they are also breaking the
10:37law so that should be reported if that
10:39is ever
10:40identified okay uh patrons may decide
10:43which part of the venue they can be
10:45excluded from okay they can choose
10:46either just the gaming area or they can
10:48choose the entire venue it's completely
10:50up to
10:52them okay so give the patrons a copy of
10:55the uh the contract and um and how to
10:58complete how to up to
11:00it okay allow them to get independent
11:04advice like we said either through the
11:05counselors or can go and get their own
11:07legal advice if they wish that's why
11:09giving them a free copy of the contract
11:11to have a read through is really
11:13important okay make them feel
11:14comfortable and if they want to have a
11:16legal representative with them when they
11:18sign up at either at the venue or
11:20through betsafe they certainly can it's
11:22highly
11:22encouraged okay but they don't really
11:24need to in most cases um bet safe or
11:27Club safe or gamble away can provide all
11:29those Services free of charge 24/7 so um
11:33they don't need to pay for a a lawyer if
11:35they don't need
11:36to okay like we said Counseling Services
11:40one one thing we do know is that anyone
11:41signing up to self exclusion uh we know
11:45that um you know it can be overwhelming
11:47so doing um getting counseling support
11:51and advice at the same time is going to
11:53be much more beneficial having someone
11:55they can um refer to and and reach out
11:58to and raise any concerns with is um is
12:01really really quite important okay of
12:03course you're going to be there for
12:03support as well but the counselors are
12:05able to then you know they really know
12:07what to ask and what to say and how to
12:09deal with uh these um these um these
12:11concerns so it's very important that we
12:14uh direct them to the
12:17counselors okay so like we said a photo
12:19will be taken and will be put into the
12:21incident will put into the um the self
12:24exclusion register which in some cases
12:26might be a physical book or it might be
12:27a digital uh fer that staff need to
12:30review uh and make sure that nobody that
12:32is entering entering the gaming area is
12:35on the self exclusion program scheme
12:38okay okay if they are they are asked to
12:41leave okay and uh they are not permitted
12:44to withdraw from the scheme within the
12:47initial 6 months okay afterwards I can
12:51uh there are some steps involved but
12:52there is information there on how this
12:54can be
12:56facilitated okay so I hope this really
12:58helped it's a really important um scheme
13:00to be very um to to be aware of and know
13:04the uh the ins and outs of it so please
13:05spend a bit of time going through uh
13:07this area here okay as we mentioned
13:09beforehand we are governed by
13:11confidentiality um as part of the E
13:13gaming machines act so we need to make
13:14sure that we know exactly what is
13:16involved in this so we need to make sure
13:18that we are not disclosing information
13:19about the players uh game plan to other
13:22patrons generally we cannot communicate
13:24any information about a player to other
13:26patrons other players other customers
13:28other Pat patrons even though it may be
13:30a family a partner a parent a child you
13:34know it doesn't matter okay the players
13:36information and everything about their
13:39activity is confidential and it's up to
13:42them to communicate with other people
13:44okay uh we cannot disclose like we said
13:47any uh winnings to other players okay
13:50unless permission has been given in
13:52writing by the
13:54player okay and not disclose any contact
13:57or personal information about the player
13:59to other players okay even if they say
14:01I'm their parent I'm their partner
14:03whatever it might be it is not our place
14:05to do that okay okay if they've sign up
14:08to self exclusion we are not able to
14:10communicate that to anybody else okay
14:12that's kept confidential between the
14:14venue uh the industry and also the
14:17player okay and also player activity
14:21statements are confidential as well okay
14:24even presence um of the player so
14:27presence of if the player is in the room
14:29room how often they come how much they
14:31spend what do they play all that
14:33activity unfortunately we cannot provide
14:35to anybody else that is not working in
14:39the venue or Works within as a regulator
14:42so the police can certainly be given
14:44information so can liquor and gaming so
14:46can Club safe and bed safe and gamble
14:48aware um internally your own um gaming
14:52staff and manager of course and lensey
14:55can be provided with information but
14:57nobody outside of that so so be very
14:59careful to not communicate this
15:00information to even just to your own
15:03friends and family because it might leak
15:05out to the public and that will be one
15:08will be a very severe breach of trust um
15:11and um you know could sort of impact to
15:13that person's um
15:16support okay information that goes into
15:18the incident log and incident uh
15:21register as we mentioned before is this
15:23is now mandatory for all venues with
15:25over 20 machines to keep an incident
15:27register and here's some of the
15:28information that we need to be keeping
15:30in regards to uh any potential uh
15:33concerns or patrons so date and time of
15:36the incident type of incident normally
15:39venues will have either a digital uh
15:41form or they'll have a document which
15:43will ask specific questions about the
15:45types of instances details of the person
15:47and who was involved okay and the action
15:50taken by
15:52staff okay most uh most staff will be
15:54given access to the inet log or the inet
15:56registers or they'll need to report this
15:58dur to a
16:02manager okay so examples of some of the
16:05instances that will need to be
16:07logged okay uh any examples of machines
16:11being tampered with or damaged would
16:13need to be reported okay in the internet
16:16log okay anyone that is requesting for
16:19gambling help or self- exclusion okay if
16:22you identify any signage or promotional
16:24materials that are missing or been
16:26removed or there's any concerns in
16:28regards to compliance in those areas
16:30make sure it's recorded and reported
16:32don't forget recordkeeping is a very
16:34important way for staff to communicate
16:37and it's also going to provide evidence
16:38that if something is missing like if a
16:40sign goes missing it's not going to be a
16:43massive problem as long as it's being
16:45addressed and as long as it's a record
16:47of how it was addressed and by whom
16:50because Licor and gaming know that
16:51things you know go wrong and there
16:53sometimes you know things get missed but
16:55as long as there's evidence of uh it
16:57being corrected okay generally having um
17:01an incident book that is empty and
17:03saying that everything is perfect uh is
17:05obviously not going to be um you know we
17:09know that it's not correct because
17:10venues have situations and things do
17:11occur and incidents do occur um we're
17:14not eliminating these things from
17:16happening so they will occur but it's
17:17more about how they've been dealt with
17:19okay so don't feel like you are going to
17:21be putting yourself at risk if you are
17:24recording things because it's going to
17:26show that you are observing and that you
17:28are correct Ing and that you are um
17:31being
17:32proactive okay anyone that is requesting
17:34for information or to ENT enter the self
17:37exclusion program needs to be logged
17:39that is obviously um a what they what we
17:42call a probable and strong warning
17:44science that needs to be recorded
17:47um if um so approaches by others to
17:51exclude a
17:55patron okay so we need to be um very
17:57conscious of of when it comes to instant
18:01logs because generally we're going to be
18:03putting information in here about a
18:05patron okay uh and sometimes we are
18:09recording information about a patron and
18:10we're collecting information from other
18:12people okay so generally what we we
18:15won't be recording information in here
18:17um if we are approached for example by
18:20uh a partner of the patron and they ask
18:23for
18:24information okay so they ask for
18:26information about um um self- exclusion
18:29or any of those um those Services we
18:31generally won't need to be recording
18:33that information okay but if somebody
18:35does approach us and ask us to exclude a
18:38patron um because of concerns that is um
18:42going to be a warning sign um and we
18:44need to record that so then we can do
18:46some further investigation somebody just
18:49asking for general information on behalf
18:51of a patron is not generally going to be
18:54seen as a warning sign it's only if they
18:56are suggesting that the person will uh
18:58should be
19:00excluded okay uh any breaches of self-
19:03exclusion agreements by patrons
19:04obviously will need to be recorded okay
19:07and how they were dealt with okay and
19:09any unacceptable gaming Behavior or just
19:11general uh Behavior yelling getting
19:13angry okay as we know anger and
19:15aggression is not permitted in a gaming
19:18venue or venue as a whole so we need to
19:20make sure that we are managing that uh
19:22effectively so if it is observed and it
19:24is being dealt with it needs to be
19:26recorded
19:29[Music]
19:31okay right so third part exclusion is
19:33where a friend or family is going to be
19:36suggesting or recommending or nominating
19:39somebody to be
19:40excluded okay so generally venues are
19:44only obligated to exclude the patron who
19:46self um excludes himself okay they're
19:49not legally obliged they're not legally
19:52required to exclude a patron on behalf
19:54of a third party so for example if I am
19:57if my wife was uh gambling excessively
20:01and I went into a venue and I requested
20:04that my wife be excluded the venue is
20:07not obligated okay to exclude that
20:09person based on the third party they
20:12will certainly take that recommendation
20:14on board and make further inquiries and
20:17speak to the person and observe that
20:19person's Behavior okay so the only way
20:23that this can be facilitated okay this
20:25is a very important thing to consider
20:27here is that there is a um a program
20:30available by betsafe so we can see at
20:33the bottom there however betsafe has a
20:35scheme whereby bets safe uh clubs uh and
20:39and and venues can assist a family
20:41member to exclude another person in the
20:43family okay so the way this generally
20:46works is if somebody does approach you
20:48and they say I would like to exclude my
20:50partner we need to let them know look
20:52unfortunately we are not able to exclude
20:54them based on your recommendation but we
20:57do have a a scheme available through
21:00betsafe where we can help you go through
21:03uh the process of a u a venue exclusion
21:06order so this is where the Patron's
21:09recommendation is taken on board by uh
21:12bed safe they do some further
21:13investigation and if it's a very severe
21:16situation and um there's potentially
21:19going to be um severe harm inflicted on
21:22the um on the on the on the family
21:24because of the um the players activity
21:26then bet safe may take the uh the
21:28approach to exclude uh that Patron
21:31without them wanting to okay but it does
21:33need to go through bet safe the venue
21:35can't take that on board themsel okay it
21:37need to go through bed safe
21:42okay
21:45okay right so like we said before some
21:47venues are so the the player can exclude
21:50himself from multiple parts of the venue
21:52if they choose to so it can be either
21:55the gaming area only or it can be the
21:57entire venue as well well it's up to
21:59them okay so then you will normally
22:02communicate with the patron and just um
22:04you know and facilitate what they
22:06suggest most players will just exclude
22:08themselves from the um the gaming era so
22:10they can still come in for a bite to eat
22:11and uh and have a um you know socialize
22:15with friends but it really depends on
22:16how How likely the patron feels they may
22:20uh breach the agreement if um they're in
22:22the
22:23venue okay here um in this slide here we
22:25can see that there is um some actions
22:27that staff at need to be taken it's
22:30based on scenarios that we may encounter
22:33scenario number one is that a
22:34self-excluded person is identified
22:37attempting to enter the gaming area
22:39staff need to uh take the action of um
22:43try to stop them from doing so so stop
22:45stop them from entering the gaming area
22:47using reasonable Force if needed now if
22:50you are if you feel that you are in
22:52danger uh by doing so then please do not
22:55use reasonable Force let the person know
22:57that you have the right to use
22:58reasonable force and if they um if they
23:02feel concerned they may contact police
23:04to provide support okay but if security
23:07guards or managers are on hand they can
23:09certainly provide that don't feel
23:11obligated to you re use a reasonable
23:13Force if you feel like you are in
23:16danger the next scenario here is a
23:19self-excluded person is identified uh
23:22physically present in the gaming room of
23:24the venue so staff should request that
23:26they leave the gaming area um and and
23:28just mentioned that they may use
23:29reasonable Force if they choose to not
23:31leave most patrons will oblige and they
23:35will leave okay and we can then record
23:37it okay most patrons you know they're
23:39very much aware that they can't be or
23:41they shouldn't be in the gaming area but
23:43we have to understand that sometimes the
23:44person will relapse and um they will
23:47have a bad day and go in and play the
23:49machines okay it's not a big deal
23:51obviously we just communicate that
23:52they're not meant to be there and they
23:54need to leave uh and to um contact the
23:57counselors and get get some support and
23:59and you know it's not a big deal but
24:01just know that they shouldn't be there
24:02and they need to leave and they need to
24:04speak to the
24:06counselors next scenario is a
24:08self-excluded person is identified
24:10playing a machine in the gaming area
24:13Okay so again we approach the person we
24:16make sure they stop playing and any
24:18money that is left over is returned to
24:21them okay and they um are removed from
24:26the gaming area
24:28okay any winnings if they win a jackpot
24:31that money is not able to be paid to the
24:33patron the money that we're referring to
24:35here is anything that was put in if
24:37there's anything left we can return that
24:38money to the
24:41player okay so we'll go to the next one
24:44okay some additional staff actions if
24:46you approached by a patron who wants to
24:49exclude himself okay these are some
24:51steps that we can
24:53take okay so obviously how we respond to
24:55the person and how supportive we are to
24:58the person is going to be a very very
24:59important part here they want someone
25:01that is non non-judgmental and someone
25:03that is uh positive and also someone
25:07that is um going to um you know listen
25:10to them and take on board exactly what
25:12their concerns are as we know sometimes
25:14the have concerns in regards to and the
25:16reason why they're gambling are not even
25:18gambling related it might be just
25:20general life concerns maybe they're
25:21going through a hard time at work or
25:23they're going through a hard time at
25:24home or they're going through a hard
25:26time with an illness or financial
25:28problem s and they're resorting to
25:29gambling um then you know we know this
25:32is a very common thing so obviously we
25:33need to be hearing out uh and listening
25:36to the person to identify uh where
25:39support may be may be um may be applied
25:42okay next one is take them to a private
25:44area um they may become emotional and we
25:46don't want to be interrupted by other
25:48people and the patron may not feel
25:50comfortable speaking in public so go
25:52somewhere
25:54private okay refer them to a a colleague
25:58supervisor or manager okay to deal with
26:01um anything that is outside your scope
26:04of responsibility so if it's becoming
26:06very concerning it's becoming uh if it's
26:08sudden to become heated or the person is
26:10becoming aggressive or violent then make
26:13sure that you reach out to someone or if
26:15they want more detailed information
26:16about the exclusion order information
26:18about uh self exclusion um third party
26:22exclusion anything like that you can
26:23grab um a colleague or supervisor or the
26:26license him and they can
26:30assist okay so provide advice on how
26:33they can enter the scheme and how the
26:35scheme works and any additional
26:37assistance that is available to them
26:39through the
26:41counselors offer a telephone if they
26:43wish to make a call there and
26:47then okay or help them with it if they
26:49need some help to make that phone call
26:51and then make sure that we enter that
26:53incident into our incident log and our
26:56incident register
27:01okay okay so legally required problem
27:05gambling information these are the
27:07information uh sources that we need to
27:09be passing on to the
27:12patron okay so obviously these are the
27:14organizations that are available to them
27:16in regards to support so the name of the
27:18organization the telephone number the
27:21website um what services I provide how
27:24how to obtain this help any uh contact
27:27details or any any other information
27:29that is available okay generally this
27:31information is going to be in the
27:33brochures or in other sort of handouts
27:34that can be provided to the patron or it
27:36may be a
27:37link a website where they can go on um
27:40which might be to relation to Australia
27:43it might be to gamble aware it might be
27:45to Lifeline there's many other support
27:47services available that are completely
27:50free of charge
28:00okay so here we see a breakdown of some
28:02of the counseling services available
28:05okay we'll see a list in here in regards
28:07to you see a list in your uh your
28:11questions just make sure that these
28:12match word for word cuz some of them are
28:14similar but they're not exactly word for
28:16word so gambling help New South Wales is
28:18the first one um ahm so Australian
28:21hotels
28:23Association uh clubs new soft
28:26Wales okay it's another great
28:29source all right so relationship
28:31Australia as we mentioned Wesley
28:34Mission austral gambling austan gaming
28:41Council gamble L and gamblers youth
28:44hotline so these are all ones that are
28:47available that you can provide to the
28:50patron okay this um next slide is going
28:53to be looking at code of conduct these
28:54are ways that we need to be ensuring uh
28:57acceptable beh behavior in the area in
28:59the gaming area and what the this
29:02Behavior will need to be um um you know
29:05what we need to be enforcing okay so
29:08first one is going to be safe play
29:11limits then we have uh referring patrons
29:14to support services so these this code
29:17of conduct is focusing on the gaming
29:19staff and the behavior that the staff
29:22need to apply so it's essentially going
29:24to give out an an outline of what are
29:28some of the actions and some of of the
29:31ways that staff need to perform in the
29:33gaming area okay make sure they
29:35communicating self exclusion processes
29:37and support uh they're promoting harm
29:42minimization okay they're giving
29:44customers access to the venues code of
29:45conduct information most times that will
29:48either be on the website or will be on
29:49the house policy to make sure that is
29:51being communicated very effectively
29:54generally we can communicate the uh code
29:56of conduct uh to to all customers
29:59beforehand then we're not relying we're
30:01not needing to communicate this during a
30:04an altercation or an argument with the
30:06patron because they will be aware of it
30:08beforehand we can then remind them of
30:10what the U venues uh rules are in
30:13regards to behavior okay uh making sure
30:16that they can facilitate third party
30:20exclusion all right so time limit
30:22setting so these are all areas that the
30:25venue needs to be applying and the staff
30:27need to be app dealing with customers
30:31complaints okay not permitting miners to
30:33enter the gaming
30:35area managing how to conduct Financial
30:38transactions things like for example not
30:40giving money from a credit card account
30:43um then we also have uh promotions and
30:47advertising and the last one is making
30:49sure that um the we're behaving in a way
30:54that we are performing um within our
30:57mean in regards to um the practices that
31:00we need to be following okay all right
31:03so responsible playing
31:07practices okay so that is um
31:10the uh the end of The Briefing lo I
31:14mentioned before any additional
31:15information or support that you need
31:17please reach out to the team via the
31:20help button