Online and telephone betting

The Victorian government, working jointly with states and territories and the Australian government, has developed the National Consumer Protection Framework for Online Wagering in Australia (the NCPF) to reduce the harm from online wagering by providing nationally consistent minimum protections for people using legal online wagering service providers in Australia.

The NCPF has been implemented in Victoria by a Ministerial Direction (Direction) issued under section 4.8A.2 of the Gambling Regulation Act 2003.

Under the Direction that takes effect on 26 May 2020, online or telephone betting operators must:

• not offer credit, vouchers or other rewards to an account holder as an incentive to refer another person (such as family and friends) to open a betting account;
• not offer complimentary or free bets unless the winnings received from that bet can be withdrawn by the account holder (i.e. the winnings cannot be subject to a requirement that the account holder continue to bet with those winnings);
• not send direct marketing to consumers without their express consent (opt-in), ensure that there is an easily accessible and usable process for customers to unsubscribe (opt-out), not send direct marketing to customers who have unsubscribed and not provide any credits, vouchers or rewards to customers to encourage them to opt in;
• ensure that all customers opening a new account either set a limit on the amount of money that can be deposited into their betting account (deposit limit) or opt out of setting a limit;
• provide consumers with simple and easy-to-use tools, with clearly explained and prominently displayed processes, to allow them to set deposit limits;
• not allow a person to deposit money into a betting account which would breach a deposit limit they have set; and
• ensure customers can simply and easily close a betting account if they choose to do so and must not offer any credit or other reward to encourage customers to keep a betting account open.

To read the full Ministerial Direction, see: Ministerial Direction 26 May 2020 (PDF, 336.55 KB)

It is intended that further harm minimisation measures will be introduced at a later date to be announced. These will include requirements relating to activity statements, account history, gambling messages and staff training. The VCGLR will notify relevant stakeholders once these measures are introduced.

Under the Gambling Regulation Act 2003, a wagering service provider must comply with a harm minimisation directive that applies to them. Failing to comply may attract a penalty of up to 60 penalty units ($9,913.20).

If you believe any betting provider has not complied with these measures and restrictions, you should contact the relevant betting provider or make a complaint online