What should I expect from staff and venues

Below you will find answers to frequently asked questions about staff in gaming venues. In particular, information is provided about venues Responsible Gambling Codes of Conduct and the responsibilities gaming staff have when interacting with customers in the gaming area.

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Q: What is a Code of Conduct?

Every gambling venue is required to have rules about how their venue is operated. These rules are called Responsible Gambling Codes of Conduct. The codes are specific to each venue and the staff and management of the venue are obliged to act inside those rules. Other types of gambling outlets have also adopted approved codes of conduct.

The Responsible Gambling Codes of Conduct must address:

  • responsible gambling
  • product information
  • loyalty programs
  • pre-commitment options (pre-set limits on gambling spending)

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Q: Do staff at venues have to look out for people with gambling problems?

Yes. In Victoria all gaming venue employees working in the gaming machine area are required under section 9A.1.18 of the Gambling Regulation Act 2003 to complete an approved Responsible Service of Gaming (RSG) training course within six months of starting work - and a refresher course every three years thereafter.

The training course provides employees with the skills and knowledge required to identify people having problems with their gambling and offer assistance and advice to those customers.

Staff may also receive additional training and assistance from Victoria's Venue Support Worker (VSW) Program.

In addition, under section 9.1 of the Ministerial Direction each venue must adopt a code of conduct that specifies how staff will interact with a customer who is 'displaying indicators of distress that may be related to problem gambling.'

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Q: If staff at a venue think someone has a problem, or are approached for help, what should they do?

The response of staff can vary from venue to venue.

During the Responsible Service of Gaming (RSG) training course, employees are provided with the skills and knowledge required to offer assistance and advice to customers who they think are having problems with their gambling, or who approach them for help.

In addition, under sections 9.1 and 9.2 of the Ministerial Direction each venue must adopt a code of conduct that specifies how staff will interact with a customer who 'has requested information about, or assistance with, a gambling problem or self-exclusion' as well as customers who are 'displaying indicators of distress that may be related to problem gambling.'

However, in practice, each venue may adopt different policies to satisfy this requirement under their code of conduct. For example, the Ministerial Guidelines suggest this requirement could be met by requiring the venue to have a nominated staff member who is responsible for providing information about responsible gambling to customers.

For example, the Australian Leisure and Hospitality (ALH) Group's Responsible Gambling Code of Conduct guarantees their venues will display responsible gambling information in a range of forms including brochures, posters and electronic gaming machine on-screen player information displays. Information provided will outline how to gamble responsibly, how to keep a pre-commitment decision, and the availability of support services. Following the Ministerial Direction, ALH has nominated a responsible gambling officer who acts as the first port of call when a customer is showing signs of problem gambling or asks for assistance.

The Victorian Commission for Gambling and Liquor Regulation is responsible for approving each venue's responsible gambling code of conduct and making them available to the public.

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