Club Helensvale - The Place to Be

Code of Practice for Responsible Gaming Club Helensvale is committed to responsible Gaming

Spirit of the Code

The Club will conduct all aspects of its facility in a professional and responsible manner in keeping with the spirit of the Code of Practice and will abide by all elements of the Responsible Gaming Policy and uphold its commitment to provide a responsible gaming environment.

Gaming Legislation

Management and staff will be familiar with, and have a duty to abide by all aspects of the relevant legislation.

Machine Performance

Gaming machines will be maintained in premium condition for member's enjoyment.

Unplayable machines will be clearly marked as so.

Return to Player

Total aggregate winnings to players must be in accordance with the Gaming Machine Act.

Management, Staff Development and Training

Identification Badges

Approved gaming machine management and staff will wear accredited identification badges when on duty and shall not play or permit any other person to play on their behalf, gaming machines on the premises.

Accredited Courses

Approved gaming management staff, will complete accredited training courses in the operation of machines and responsible gaming principles.

Management of the venue will designate a responsible senior employee to be the point of contact should a patron express concern to their gaming habits.

Responsible Gaming Officer

A Club will designate a senior employee as the Responsible Gaming Officer. This person's duties will include management of internal and external training in the responsible service of gaming, patron care and management of self-exclusion deeds and barring procedures.

Confidentiality

All activities relating to gaming engaged in by members and visitors shall remain confidential, and shall not be discussed with other members, visitors or members of the community.

Member / Customer Satisfaction and Protection

Minors

Minors are not permitted to play gaming machines, or be in the gaming area.

Intoxicated members

Members or their guests showing signs of intoxication will be prevented from playing gaming machines and may be lawfully removed from the premises. Clubs will abide by the guidelines of The Responsible Service of Alcohol as issued by the Liquor Licensing Division.

Self Exclusion

Gaming machine staff will cooperate with any person seeking to bar themselves from the gaming room and will provide the members a copy of the Deed of Self Exclusion to complete after discussing the implications for members. If the member does self-exclude, staff will actively seek to exclude this person from gaming.

Excessive Gambling

Recognising that some members and their guests may have difficulty controlling their personal level of expenditure on gaming and particularly gaming machines, management personnel where appropriate, will advise them and their families of options relating to counselling and advisory services from appropriate support agencies.

Barring a Patron

It is a requirement under the Gaming machine Act of 1991 for Licensees to prohibit certain persons from gaming

Gaming Environment

Cash

Access to cash through ATM machines is restricted to savings and cheque accounts only. Clubs will not locate ATM's in designated gaming areas. A maximum cash limit for payouts applies and reflects the agreed maximum amount approved by the Queensland Office of Gaming Regulation for this Club. Payouts required over this approved maximum cash amount will be paid by cheque.

Cheque

Cheque will not be cashed in designated gaming areas. Clubs will not cash gaming win cheques within 24 hours of issue.

Credit

The provision of credit to gamble is illegal, and will not be extended under any circumstances.

Signage

Signs will be displayed prominently to advise customers of the limits to Cash Access, Cheque cashing and non-credit facilities.

Signs will also display warnings to minors, the venue's gaming license and this Club Code of Practice for Responsible Gaming. Also unplayable machines will be marked, in-house jackpot levels will be clearly displayed, as will machine denomination.

Information on self-help agencies and warnings to patrons to not gamble beyond their means will be on display. Clubs will display signage outlining contact details for local support agencies.

Clocks

A clock will be placed within designated gaming areas.

Local Community Support / Education

Local community association supported and benefiting from the Club's gaming revenue will be appropriately displayed.

Direct support agencies and information relating to these and other self help services will be displayed and brochures on responsible gaming made available to members and their guests.

Community Education

The industry will participate in and provide community education programmes on responsible gambling

Advertising and Promotion

All advertising, signage and promotions will reflect members and community attitudes and standards prevailing and abide by a spirit of the Advertising and promotions Code of Ethics.

The Club will not aggressively promote gaming machines in its general advertising and will not undertake false, misleading or deceptive advertising particularly in relation to winning.

Player Loyalty programmes will not be abused to the detriment of the player or breach their desire for their gaming activities to remain confidential and private.

Industry Wide Support / Consistent Approach

Club Helensvale supports Clubs Queensland and other member clubs in the provision of responsible gaming to members and their guests.

This Code of Practice and its application demonstrates the social responsibility and commitment to members and other patrons, their families and the wider community. All Member Clubs abide by this Code of Practice for Responsible Gaming.

Complaints or Concerns

Should a patron, member of their guest have a question or concern they should contact management who has an obligation to assist to their best discretion in the matter concerned.

Should any issue be not satisfactorily resolved at this venue, please contact Clubs Queensland Consumer Protection Section on 07 3252 0770 for further advice.

Should this matter not be resolved to the patron's satisfaction, they should contact the Queensland Office of Gaming Regulation in Brisbane.