Self-exclusion program information
The Self-Exclusion Program (SEP) 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.
As outlined in the Ministerial Direction(opens in a new window), venue operators may conduct their own SEP or request another person to conduct a SEP on their behalf.
Note: Australian Hotels Association (AHA) and Community Clubs Victoria (CCV) currently conducts SEPs on behalf of all venue operators.
Step 1
Venues have a responsibility to make ALL staff aware of the process to be followed if a patron approaches them wanting information about self-exclusion.
Document how staff have been made aware of this process, as well as any in-house policies, procedures and training.
Step 2
Make venue patrons aware of the existence of the SEP and the steps they will need to take if they wish to voluntarily self-exclude.
Document any policies or procedures that ensure the availability of the SEP is promoted to patrons.
Document any in-house policies, and procedures that encourage, and support patrons seeking self-exclusion or assist in motivating patrons who might benefit from self-exclusion.
Step 3
Make self-excluded persons aware of the steps they'd need to take if they want to revoke a decision to self-exclude or vary the terms of their self-exclusion.
Venues must document any feedback from patrons or self-excluded persons regarding their understanding of the self-exclusion program.
Document any steps taken by the representative body to encourage or assist affiliated venue operators in making information about the self-exclusion program available to patrons.
Venues can provide feedback to the representative body
The representative body needs to document any:
- difficulties encountered with the implementation of the self-exclusion program
- steps taken to mitigate these barriers
- recommendations for further improvement regarding the operation of this aspect of their program
- amendments they propose
- issues they wish to raise regarding this aspect of their program or the Ministerial Guidelines
- communicate to ALL venues who might be experiencing the same concerns
- measure their effectiveness against the reported issue.
Identification of a self-excluded person in the gambling area and staff training
Effective measures include:
- making staff aware of the process to be followed should a suspected self-excluded person be identified in the gaming area
- outline what reasonable steps should be followed for future identification and prevention
- document how staff have been made aware of this process, as well as any in-house policies or procedures and training and how these policies are reviewed and how the training is evaluated
- list all strategies in place that assist staff in identifying self-excluded persons, including daily refresher and awareness of any alerts distributed by the representative body
- making sure relevant staff are trained in strategies to discreetly approach a suspected self-excluded person and safely remove them from the gaming room floor
- document whether staff were provided with any training regarding how they should approach a suspected self-excluded person
- retain a register of training for staff, including date/time it took place any venue policies developed as a result.
Availability of support services
Effective measures include:
- providing gambling support agencies with an opportunity to give feedback on the operation of the program
- list any operational changes implemented or proposed as a consequence of the program administrator’s engagement with these agencies
- developing agreed protocols and procedures in conjunction with gambling support service providers to facilitate the referral of patrons
- ensure Gambler’s Help services can confirm the existence of these protocols and procedures.
Data management
Effective measures include:
- maintaining necessary records relating to the operation of the SEP
- document who is responsible for maintaining these records, and any policies or procedures developed by venues to ensure the privacy of self-excluded persons is respected
- collecting, retaining and providing data to us as per approved SEP requirements
- ensuring venue staff are familiar with program requirements such as the completion of feedback forms and the process for updating the venue incident register with respect to any detected breaches
- document how venue staff become familiar with these requirements.
A SEP must require the venue operator, or a person who manages a SEP program on the venue operator’s behalf, to keep a record of the number of:
- persons who have self-excluded
- self-excluded persons detected in the gaming machine area of the venue (including data on repeated breaches); and
- self-excluded persons who extend or revoke their self-exclusion.
A SEP must specify how this information will be collected, retained and provided to the Victorian Gambling and Casino Control Commission (VGCCC). Data relating to self-exclusion must be collected and maintained in a manner that:
- enables the VGCCC to monitor compliance by the venue operator with the SEP; and
- respects the privacy of persons who have self-excluded.
Complaints process
Effective measures include:
- ensure venue patrons are aware of the existence of the complaints process
- make venue staff aware of the procedures to follow should a complaint be received regarding the operation of their self-exclusion program
- document how staff are made aware of the procedures that should be followed if a complaint is received
- document how they're made aware, and any measures the venue has adopted to promote awareness of the complaints process regarding this aspect of their program or the Ministerial Guidelines.
A SEP must specify a process for resolving complaints from a person about the operation of the program. The complaints process must:
- specify how a complaint can be made
- specify how information about complaints will be collected and retained; and
- enable the VGCCC to monitor compliance with the complaints process.
Reference material for further information:
- Gambling Regulation Act 2003
- Monitoring Licence and Related Agreements issued under that Act
- Entitlement Related Agreements for Venues
- Venue Services Agreement
- any other regulatory requirements.
Duration of self-exclusion
A SEP must identify:
- how long a customer’s decision to self-exclude will last; and
- how that period can be extended or revoked.
The provision of information to customers
A SEP must establish a process for self-exclusion and must specify the steps a person:
- needs to take to voluntarily self-exclude
- must take to revoke a decision to self-exclude; and
- must take to vary the terms of a self-exclusion.
A SEP must be designed so that:
- a person considering self-exclusion is not deterred by unnecessary administrative requirements and complexities; and
- there is capacity to assist a person who chooses to self-exclude to also self-exclude from gaming venues that have a different SEP.
Identification of a self-excluded person in the gaming machine area
A SEP must:
- require the venue operator to take reasonable steps to ensure that a self-excluded person does not enter the gaming machine area of the venue
- detail the procedure that will be adopted to detect self-excluded persons who enter the gaming machine area of the venue; and
- detail the procedure that will be adopted when a self-excluded person is detected in the gaming machine area.
Any procedure for detecting self-excluded persons specified in a SEP must have due regard for the privacy and dignity of the self-excluded person.
Staff training
A SEP must detail the training that will be provided to gaming staff to enable them to:
- help a person seeking information about self-exclusion or wishing to self-exclude
- identify self-excluded persons; and
- understand how to appropriately manage persons who have self-excluded.
Availability of support services
A SEP must require a venue operator, or a person who manages a SEP on the venue operator’s behalf, to maintain regular contact with problem gambling support services and to develop agreed protocols in order to facilitate:
- referral of a person to problem gambling support services; and
- the enhancement of the venue operator’s SEP.
A SEP must detail how regular contact will occur.
Responsible Gambling Register
In accordance with the requirements of their SEP, a venue must have established processes in place to ensure that all responsible gambling related matters are recorded in a responsible gambling register. All relevant staff should be informed of the register, where it is located in the venue and how to use it.
The responsible gambling register should have the provision to record all of the following information:
- the date and time of the occurrence
- the names of employees who observed or dealt with the matter
- the name of the customer involved (if available)
- a description of what occurred
- the details of any documentation completed or received by gaming venue staff that relate to the matter
- the action taken, comments made by any relevant party or details of any follow-up action required or agreed to; and
- confirmation of venue sign-off of the matter by a senior representative such as the responsible gambling officer, nominee or manager.
The customer’s right to privacy and confidentiality should always be respected in relation to a responsible gambling matter. Only licensed gaming industry employees, Victoria Police and VGCCC Inspectors should be provided with access to the register. The register must be made available at all times to VGCCC Inspectors upon request.
Review of Self Exclusion Program
Section 10.6.3(1) of the Gambling Regulation Act 2003 (the Act) states that the Minister must cause a review to be undertaken of the operation of directions under section 10.6.6(1) of the Act within each consecutive period of 5 years. Further, section 10.6.3(3) of the Act notes that the review is to be a review of how effectively the SEPs assist people to exclude from approved venues and limit their access to gaming.
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