Gaming venues must follow the requirements:
- Responsible Gambling Code of Conduct(opens in a new window) (Code), and
- Self-Exclusion Program(opens in a new window) (SEP).
Why have a register?
A gaming venue must have a Code and SEP as part of the Gambling Regulation Act 2003 (the Act). Most venues adopt model Codes(opens in a new window) and SEPs and need to record certain gambling matters in a register.
Keeping a register helps capture and track information about your venue's Code and SEP. By putting all the responsible gambling reports in one document, you reduce the chance for errors.
Maintaining a register also helps us know whether gaming venue operators are meeting their Code and SEP obligations. The register must be made available to our Inspectors when requested.
What to record in the register
Gaming venues should record all responsible gambling matters in their register. This includes:
- relevant matters with patrons
- other venue interactions about responsible gambling.
E.g. for matters involving patrons, make an entry in your register when:
- a patron complains, or you receive feedback, about your Code or SEP
- a self-excluded person is detected in the gaming machine area
- problem gambling behaviour is identified or asked about
- a staff member gives information about self-exclusion
- a patron is asked to leave the gaming machine area
- a person wishes to revoke their self-exclusion
- any other Code or SEP issue involving patrons or members
You should make an entry in your register when:
- you interact with a local problem gambling support service
- staff attend responsible gambling training
- the Victorian Gambling and Casino Control Commission (VGCCC) or Victoria Police visit your venue
- dealing with any other documents supporting your venue's Code and SEP (e.g. Self-Assessment Checklist).
How could I present this information in my register?
The minimum information we ask gaming venues to record includes:
- the date, time, and a description of the occurrence
- the names of staff who were involved with the matter
- the patron’s name (if known)
- details of any documentation dealt with by gaming venue staff
- action or comments by any relevant party
- details of any follow-up action required or agreed to
- confirmation of venue sign-off by a senior representative
How to maintain a register
When maintaining a register, we suggest that:
- gaming staff make an entry or refer the matter to the appropriate person
- the register be routinely signed off by a senior representative
- register entries should be detailed and accurate
- the register be kept in either paper or electronic format.
A copy of the register should exist somewhere protected, like the venue’s Responsible Gambling Folder. The register must be kept in a secure place in the gaming room, and be accessible to:
- all gaming staff, and
- our Inspectors.
Separate registers for Codes and SEPs can be kept, or a single register can be kept with clearly defined 'Code' and 'SEP' sections.
Privacy and confidentiality
All responsible gambling matters should be recorded along with:
- the name of the patron (if known), and
- the names of the staff member(s).
The patron’s right to privacy should always be respected. We suggest only:
- licensed gaming industry employees
- Victoria Police, and
- our Inspectors
should be given access to the register.
There isn't anything in the Act (or the Ministerial Directions) that bans other parties from accessing these records, but it's advised that:
- gaming venues
- industry representative bodies, and
- self-exclusion program administrators
first consult the Office of the Victorian Privacy Commissioner.
Further information
Venues with TAB and Keno facilities should contact the wagering and Keno operator for advice on compliance and record-keeping.
For any further questions about maintenance or operation of your register, please consult with your industry representative body and self-exclusion program administrator.
Download the Responsible Gambling Register sample template:
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