Responsible Service of Gaming (RSG)
The Responsible Service of Gaming (RSG) training framework explains the roles and responsibilities of staff at hotels and clubs in Victoria when it comes to promoting responsible service of gaming. Staff have a duty to prevent and reduce gambling harm and the training framework helps staff understand what they need to do to prevent, reduce and intervene when it comes to gambling harm.
The training also teaches staff how to recognise the signs and how to step in and support customers. This way, venues can encourage responsible gambling and reduce the risks of harm.
Venues must ensure staff complete the necessary training, to equip them with the understanding of how and when to intervene.
RSG training must be completed to be able to work in a gaming venue.
To get a RSG certificate you must complete 4 modules.
Module 1:
- can be done online before or after starting work
- must be completed within one month of starting work.
Module 2:
- is a face-to-face component
- must be completed within 6 months of starting work.
This training is free of charge and happens through the Department of Justice and Community Safety.
Module 3:
- must be completed within 3 years of the date you completed Module 2.
Module 4:
- must be completed within 3 months of completing Module 3.
You must complete refresher training every 3 years.
For more information and to complete your training, visit: Responsible service of gaming training.
Responsible Gambling Codes of Conduct
Organisations that hold a gambling licence must have a Responsible Gambling Code of Conduct (Code). This is part of the Gambling Regulation Act 2003(opens in a new window) (the Act).
The following relevant persons are required to implement a Code of Conduct:
- a venue operator
- a wagering operator
- the public lottery licensee
- a keno licensee
- the wagering and betting licensee
- a commercial raffle organiser
- a bingo centre operator
- the casino operator
- the holder of an interactive gaming licence and
- a registered bookmaker.
A code of conduct implemented by a venue operator must be compliant with the requirements set out in the Ministerial Direction. Ministerial Direction - Responsible Gambling Codes for Venue Operators 21 February 2020(opens in a new window) (PDF, 376.2 KB).
A code of conduct implemented by relevant persons (except venue operators) must be compliant with the standards and requirements set out in the Ministerial Direction.
Relevant persons must comply with the Ministerial Direction by adopting a complaint Code of Conduct that meets the standards and requirements specified in the Ministerial Direction.
Please visit Code of conduct and standards(opens in a new window) for a complete list of the Codes of Conduct that have been developed by various-by-various industry representatives and associations (code administrators).
If you are a relevant person and wish to adopt a Code of Conduct in the list above, please see Code of conduct and standards(opens in a new window) for further information.
If you do not wish to adopt a Code of Conduct, you must provide the Victorian Gambling and Casino Control Commission (VGCCC) with a copy of the Code of Conduct that will be implemented by you. This may be emailed to the VGCCC at [email protected].
Additionally, if you subsequently amend your Code of Conduct, a copy of the amended Code of Conduct must also be provided to the VGCCC for assessment against the Ministerial Direction to ensure compliance.
Please refer to the Poker machine compliance(opens in a new window) page for resources to assist you in complying with the Code of Conduct obligations.
Self-Exclusion Program
A self-exclusion program is one of multiple tools that a person may use to assist them to prevent gambling harm.
It is a condition of a venue operator's licence that the venue operator conducts a Self-Exclusion Program.
The Self-Exclusion Program must detail a process in how persons may voluntarily exclude themselves from the gaming machine area of a venue and the procedure that will be adopted by the venue in circumstances where an excluded person is detected.
Importantly, the Self-Exclusion Program must comply with the Ministerial Direction issued in relation to the standards and requirements that must be met by a Self-Exclusion Program conducted by or at the request of a venue operator. This includes the requirement for venue operators to take reasonable steps to ensure that a self-excluded person does not enter the gaming machine area of the venue
As outlined in the Ministerial Direction(opens in a new window), venue operators may conduct their own Self-Exclusion Program or request another person to conduct a Self-Exclusion Program on their behalf.
Note that the Australian Hotels Association (AHA) and Clubs Victoria (CV) currently conducts Self-Exclusion Programs on behalf of all venue operators. Copies of these Self-Exclusion Programs are available below:
| Self-exclusion name | Self-exclusion number | Date effective |
|
Australian Hotels Association
(opens in a new window)
| 1 - View list of venues that have adopted(opens in a new window) | 31 March 2009 |
|
Clubs Victoria
(opens in a new window)
| 2 - View list of venues that have adopted(opens in a new window) | 25 May 2010 |
View list of venues that have adopted self-exclusion programs 1 and 2(opens in a new window).
If you are a venue operator and you have requested for another person (such as AHA or CV) to conduct a Self-Exclusion Program on your behalf, you must notify the VGCCC.
If you wish to conduct your own Self-Exclusion Program, you must provide a copy of your Self-Exclusion Program to the VGCCC by email: [email protected].
Venue operators who amend their Self-Exclusion Programs must also provide a copy of the amended Self-Exclusion Program to the VGCCC.
New venue staff
New staff at gaming venues need to get up to speed on gambling regulations and venue obligations.
To help venue operators get staff trained up, we've created the following resources:
Provision of printed materials
As required by the Regulations, the VGCCC must provide player information posters, talkers, brochures and responsible gambling signs in sufficient numbers to enable venue operators to comply with the requirement to provide responsible gambling materials in their venue.
The VGCCC must also provide a copy of each player information poster, talker and brochure to the venue operator in a form that allows them to be copied. It is the venue operator's responsibility to copy player information posters, talkers and brochures in sufficient numbers to comply with the requirement to provide responsible gambling materials in the venue.
Information about how to display the posters, talkers and brochures is available in the Signage page.
Required signage
There are certain requirements for venue operators to display signage that encourages responsible gambling. Gaming signage, player information materials and signs about underage patrons must be displayed in the gaming area, as stated in the Act.
For more information, visit our Signage page.
Responsible gambling register
All venue operators must adopt a Responsible Gambling Code of Conduct (Code) which requires all staff to:
- observe and interact with customers to prevent and minimise gambling harm
- record those interactions (and other relevant matters) in a responsible gambling register(opens in a new window) (register)
Maintaining a register in your venue is a way of demonstrating that your venue has implemented and is following the adopted Code.
For more information or to download a responsible gaming register template, please visit our Resources Hub.
Children and young people
It is illegal to allow a minor to gamble. All gambling providers have a legal and social obligation to protect children from gambling harm.
Gambling operators must undertake identification checks to verify the age of patrons who look under 25 years of age.
Venues cannot allow persons under 18 years of age on the gaming floor.
Other gambling terminals (i.e. wagering, keno) must be reasonably supervised at all times.
A gambling provider or registered bookmaker is required to display a notice about the prohibition of persons under 18 years in a gaming area.
Failure to prevent minors from gambling will result in enforcement action.
YourPlay
Gaming venue operators and staff must promote and help players in all aspects of YourPlay under the Act and Gambling Regulation (Pre-commitment and Loyalty Schemes) Regulations 2014(opens in a new window).
Here are some resources we've created to help you fulfil your obligations:
- key messages for venue staff:
- venue staff guide:
- YourPlay checklist for venues:
- player card fact sheet:
For assistance, visit our Resources Hub.
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