Responsible Gambling Register and sample template

Under the Gambling Regulation Act 2003 (the Act) it is a condition of a venue operator's licence that you implement a Code that complies with the Ministerial direction below:

• Ministerial direction for Responsible Gambling Codes of Conduct - No. S 85 Friday 21 February 2020 

All venue operators are required to adopt a Code which requires venue operators to record certain responsible gambling matters in a responsible gambling register (register).

Maintaining a register in your venue is a way of capturing and tracking information that relates to the Code which your venue has adopted. It allows you to satisfy the responsible gambling reporting requirements in one document and helps you demonstrate compliance if a complaint is lodged with the VGCCC about your venue.

Maintaining an up-to-date register is one way the VGCCC determines whether you are complying with your Code obligations.

The register must be made available to VGCCC Inspectors upon request, so ensure relevant staff know where it is located.

A venue operator may provide information in the register to a Gambler’s Help Venue Support Worker (VSW) for training and development purposes provided that information does not include the name or identifying characteristics of any person.

The Ministerial direction outlines the minimum details that need to be recorded in the register for all responsible gambling incidents and interventions under the Code:

• date and time the incident occurred
• details of the incident
• details of the intervention made in response to the incident
• details of the customer’s response to the intervention, if known
• date and time the entry was recorded in the responsible gambling register
• the name of the individual, if this is provided voluntarily by that individual.

A venue operator must retain the information in the register for not less than six months from the day it was recorded in the register.

Venue operators should record all responsible gambling matters in their register as best practice. This includes relevant matters involving customers, as well as other relevant activities and interactions by the venue in relation to responsible gambling.

For example, for matters that involve customers, you should make an entry in your register when:

• a customer complains about any aspect of your Code
• you receive feedback about your Code
• customers displaying signs of gambling harm are identified
• a customer requests assistance or information in relation to harm from gambling
• a self-excluded person is detected in the gaming machine area
• a staff member provides a customer with information on gamblers help services or self-exclusion
• a customer is asked to leave the gaming machine area (for any reason)
• any other matter arises relating to your Code that involves a customer.

You should also make an entry in your register when:

• you interact with your local problem gambling support service or VSW
• the VGCCC or Victoria Police visit your venue
• any other documentation supporting your Code has been completed or received (e.g. correspondence with your VSW).
• you complete the Gaming Venue checklist

When maintaining the register, the VGCCC suggests that:

• gaming staff make an entry in the register or refer the responsible gambling matter to the appropriate person so they can record it  

• the nominee or venue manager regularly review and sign off the register
• staff check the register at the start of a shift to see what kind of incidents have occurred, if any. 

Register entries should be detailed and accurate. By keeping detailed and accurate records of responsible gambling matters and related staff actions, gaming venues can demonstrate to the VGCCC how they are meeting their responsible gambling obligations.

The register:

• can be kept in paper-based or electronic format
• must be kept in a secure place in the gaming room accessible to all gaming staff.
• should be included within your venue’s Responsible Gambling Folder* or stored within a protected database

*We suggest that your Responsible Gambling Folder should also include sections for:

• current list of your nominated Responsible Gambling Officers (RGOs) and the date on which they were nominated
• Responsible Service of Gaming (RSG) training certificates
• SEP reporting requirements.

Please note: A physical copy of the register must be provided to VGCCC Inspectors upon request. If the register is kept in electronic format, it must be printed and given to the VGCCC Inspector.

All responsible gambling related matters should be recorded along with the name of the customer, if provided voluntarily, and the names of the staff member(s). The customer’s right to privacy and confidentiality should always be respected.

The VGCCC suggests that you develop a house policy outlining which staff can access and complete the register to ensure privacy and confidentiality is maintained.  

Whilst nothing in the Act or the Ministerial Direction specifically prohibits any other interested parties from having access to these records, the VGCCC suggests that gaming venues and industry representative bodies should consult the Office of the Victorian Information Commissioner website or phone 1300 006 842 for more information.

The VGCCC has developed a sample Responsible Gambling Register template that you can use in your venue.

Download the Responsible Gambling Register sample template.

If you have further questions about the maintenance or operation of your register, consult with your industry representative body, or your VSW. In addition, please refer to your approved Code to ensure that you are meeting all record-keeping requirements.