You must complete Responsible Service of Gaming (RSG) training if you're employed by the casino operator and you:
- hold a casino special employees' licence and perform functions of a special employee in relation to gaming machines, or
- are otherwise required by the casino operator to complete the training.
At a minimum, you must complete:
- initial RSG training within 6 months of commencing your role (or within 12 months of a new RSG training course being approved by us)
- refresher RSG courses within three years of your initial training and every three years after.
The casino operator may require you to complete training more frequently than the above. If you have questions about the training you are required to complete, please contact the casino operator, Crown Melbourne Limited (Crown).
Casino Responsible Gambling Code of Conduct
The casino operator must implement a Responsible Gambling Code of Conduct (Code of Conduct). This Code of Conduct must meet the content requirements set out in the Ministerial Direction published in the Victorian Government Gazette on 31 March 2023.
This includes requirements for the casino operator's Code of Conduct to be:
- published on the casino operator's website
- consistent with the Gambling Regulation Act 2003, Casino Control Act 1991 and the Ministerial Direction
- written in plain English and presented in a way that's accessible to customers, including people from culturally and linguistically diverse backgrounds.
A Code of Conduct must also require the casino operator to:
- take reasonable steps at all times to monitor customers for signs of gambling harm
- take proportionate interventions where a customer shows signs of gambling harm
- ensure its interactions and communications with customers do not encourage misconceptions and fallacies about gambling.
For further details on the requirements that must be included in the casino operator's Code of Conduct, please see the Ministerial Direction.
Crown's PlaySafe Code of Conduct
Crown has implemented a Code of Conduct called the Crown PlaySafe Code of Conduct.
To see copies of Codes of Conduct implemented by other industry operators, see List of Codes of Conduct.
Got a complaint?
If you have any concerns about the casino operator's compliance with its Code of Conduct, please contact us.
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