BANKSTOWN SPORTS GROUP
GAMING PLAN OF MANAGEMENT
BANKSTOWN SPORTS GROUP
Liquor Licence Number:
LIQC300225534
30 Gaming Machine Entitlements
Gaming Plan of Management
- Bankstown City Bowling & Recreation
Club – Version 1.2 – December 202 5
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BANKSTOWN SPORTS GROUP
Version control Version
Date
Changes made
Approved by
Next review date
Version 1.0
1 July 24
NIL
Michael Clancy
1 July 25
Version 1.1
December 24
Floor Plan – ATM adjustment Remove RGM role Minor wording Adjustments Training records – digital QR Code for GPOM access
Michael Clancy
Update of licencing seargent details .
Michael Clancy
Version 1.2
1 December 25
1 December 25
The role of Senior Responsible Officer (SRGO) is now replaced with Responsible Gambling Manager (RGM)
1 December 25
Delete SRGO needs to complete Clubs NSW RGO officer training
Digital Version of this plan
Gaming Plan of Management
- Bankstown City Bowling & Recreation
Club – Version 1.2 – December 202 5
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BANKSTOWN SPORTS GROUP
Venue Details
Bankstown City Bowling & Recreation Club (Bankstown Sports Bowls Liquor Licence Number:
Club)
LIQC300225534
Address: 41 Northam Avenue Bankstown 2200 Website: www.bankstownsportsbowls.com
Trading Duration: Unlimited Number of gaming machines:
Advertised hours
30
Gaming machine shutdown hours
Monday
9am -11pm
Monday
03:00 AM - 09:00 AM
Tuesday
9am -11pm
Tuesday
03:00 AM - 09:00 AM
Wednesday
9am -11pm
Wednesday
03:00 AM - 09:00 AM
Thursday
9am -11pm
Thursday
03:00 AM - 09:00 AM
Friday
9am -11pm
Friday
03:00 AM - 09:00 AM
Saturday
9am -11pm
Saturday
06:00 AM - 09:00 AM
Sunday
9am -11pm
Sunday
06:00 AM - 09:00 AM
Public holiday
06:00 AM - 09:00 AM
Police Contact details – Licensing Seargent bklic@police.nsw.gov.au Ben Collins
Gaming Plan of Management
9783 2369
coll2ben@police.nsw.gov.au
- Bankstown City Bowling & Recreation
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BANKSTOWN SPORTS GROUP
1.
INTRODUCTION ______________________________________________________________ 6 1.1
Bankstown Sports Group commitment to Responsible Gambling _______________________ 6
1.2
Evaluation of our Gaming Plan Of Management and access __________________________ 7
2.
VENUE SIGNAGE AND INFORMATION ___________________________________________ 7 2.1
Mandatory information and in-house initiative information _____________________________ 7
2.1
Brochures _________________________________________________________________ 10
3
PLAYER ASSISTANCE _______________________________________________________ 11 3.1
Our approach to our customers ________________________________________________ 11
3.2
Welfare checks_____________________________________________________________ 11
3.3
Pre-commitment ____________________________________________________________ 12
3.4
Player activity statements ____________________________________________________ 12
4
MINORS ___________________________________________________________________ 13
5
EXCLUSION PROGRAMS _____________________________________________________ 13 5.1
Overview ________________________________________________________________ 13
5.2
Exclusion options __________________________________________________________ 14
5.2.1
Full exclusion_____________________________________________________________ 14
5.2.2
Total gaming exclusion _____________________________________________________ 14
5.2.3
Partial exclusion (gaming room ban) __________________________________________ 15
5.2.4
Third-party exclusion ______________________________________________________ 15
5.2.5
Involuntary exclusion ______________________________________________________ 16
5.3
Enforcing exclusions _______________________________________________________ 16
6
PLAYER REWARDS _________________________________________________________ 17 6.1
More loyalty rewards program _________________________________________________ 17
7
PAYMENT OF GAMING MACHINE WINNINGS ____________________________________ 17
8
CASH ADVANCES AND CHEQUE CASHING _____________________________________ 18
9
ATM’S _____________________________________________________________________ 18
10
STAFF _____________________________________________________________________ 18
10.1
Training _________________________________________________________________ 18
10.2
Training records __________________________________________________________ 19
10.3
Gambling policy __________________________________________________________ 19
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
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INDICATORS OF PROBLEM GAMBLING AND RESPONSE __________________________ 20
11.1 What are at risk gambling behaviours ___________________________________________ 20 11.2 Indicators of problem gambling ________________________________________________ 20 11.3 Warning signs of at-risk gambling behaviours and how to act _________________________ 21 12
ROLES AND RESPONSIBILITIES _______________________________________________ 22
12.1
Responsible Gambling Manager (RGM) ______________________________________ 22
12.2
The Clubs Responsibility __________________________________________________ 23
12.3
Responsible Gambling Officers (RGO’s) _____________________________________ 23
12.4
Required RGO’s _________________________________________________________ 24
13
THE VENUES COMPLIANCE WITH LEGISLATION _________________________________ 24
14
ADVERTISING AND PROMOTIONS _____________________________________________ 25
15.
GAMBLING INCIDENT REGISTER _______________________________________________ 25
16.
COMPLAINTS _______________________________________________________________ 26
17.
EMPLOYEE PROTECTIONS - MISCONDUCT _____________________________________ 27
18.
ATTACHMENT A – FLOOR PLANS – GROUND FLOOR _____________________________ 28
19.
ATTACHMENT B – VENUE LIQUOR LICENCE (4 PAGES) ___________________________ 29
20.
ATTACHMENT C - LEGISLATION_______________________________________________ 33
21.
ATTACHMENT D – SUPPORT SERVICES FOR MEMBERS AND GUESTS ______________ 37
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
Extract Page 14 Responsible Gambling Officer Position Paper dated December 23 L&GNSW understands that there is a degree of subjectivity regarding what measures RGO s and other venue staff can use to identify a person who may be at risk of, or experiencing, gambling harm. R GO s and other venue staff can refer to the signs of risky and problem gambling behaviour fact sheet published on gambleaware.nsw.gov.au for support in identifying risk of gambling harm. It is expected that venues will demonstrate a culture of compliance, which reflects the positive obligations set out in the o bjects of the gaming machines act. Attempts by venues to circumvent these or display a culture of non -compliance will be subject to escalated enforcement action.
1. INTRODUCTION 1.1
BANKSTOWN SPORTS GROUP COMMITMENT TO RESPONSIBLE GAMBLING
1.1.1
Bankstown District Sports Club Ltd (ACN000 243 916) (Bankstown Sports Group) acknowledges the responsibility and privilege of holding a licen ce to operate gaming machines and other forms of gambling.
1.1.2
Our commitment is to provide a safe and enjoyable gambling experience for members and guests. We want to help individuals make informed decisions about participating in gambling.
1.1.3
We understand that some of our members and guests may experience our gambling services in ways that are not entertaining which can result in harm to an individual, families and the broader community.
1.1.4
Bankstown Sports Group not only assists people experiencing harm but believes placing an emphasis on preventing it happening in the first place.
1.1.5
We ensure compliance with relevant legislation and are committed to compliance with Clubs NSW Gaming Code of Practice 2023 and are always looking to evolve our practices to protect our patrons.
1.1.6
The Bankstown Sports Group are proud operators of:
1.1.7
•
Bankstown Sports Club
•
Baulkham Hills Sports Club
•
Auburn Tennis Club
•
Bankstown Sports Bowls
•
The Acres Club
•
Bankstown Golf Club
•
Birrong Sports
Club - Bankstown City Bowling & Recreation Club
– Greenacre Bowling & Recreation Club
Th is Gaming Plan of Management (GPOM) applies to
Gaming Plan of Management
- Bankstown City Bowling & Recreation
the Bankstown Sports Bowls Club .
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BANKSTOWN SPORTS GROUP
1.1.8
Staff must be familiar with the GPOM. All staff who work in the gaming room, gaming area, or with gaming machines, must regularly read this GPOM. Whenever there are changes to the GPOM, staff must read and familiari se themselves with the modified document . The GPOM must always be available and accessible to all staff.
1.2
EVALUATION OF OUR GAMING PLAN OF MANAGEMENT AND ACCESS
1.2.1
Bankstown Sports Group continually strives for excellence in the responsible conduct of gaming environment by continually reviewing our policies and procedures and looking at new initiatives to reduce the likelihood of risk to our customers , along with support services to people at risk of gambling harm. THIS GPOM MUST BE IMMEDIATELY PRODUCED FOR INSPECTION UPON REQUEST BY NSW POLICE AND L IQUOR &GAMING NSW INSPECTORS
1.2.2
This GPOM will be reviewed at least annually , as well as periodically when modifications are required to reflect changes at Bankstown Sports Bowls Club, legislative changes or emerging risks .
2. VENUE SIGNAGE AND INFORMATION 2.1 MANDATORY INFORMATION AND IN -HOUSE INITIATIVE INFORMATION 2.1.1
Bankstown Sports Bowls Club is required under the Gaming Machines Regulation, Public Lotteries Regulation and Totalizator Regulation, to display signs, stickers, brochures, and cards (referred to collectively as required signage ) in various locations throughout each venue.
2.1.2
Bankstown Sports Bowls Club complies with these obligations by adopting measures such as having staff conduct daily and monthly checks to ensure that all the required signage is displayed and, if not, addressed as soon as possible. This includes the use of Liquor & Gaming NSW checkl ists to ensure compliance. Bankstown Sports Bowls Club also ensures that it remains compliant with liquor and gaming legislation and regulations by having ClubSAFE complete a quarterly review of the venue and its procedures.
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
MANDATORY: Sign 1G - Gambling Warning “What’s gambling really costing you?” (4 available options) This sign must be prominently displayed in each gaming area: Located on the wall of the gaming room. Visible upon entry.
MANDATORY: Sign 6G – Gambling Counselling “Help is close at hand” (6 available options) This sign must be prominently displayed in each gaming area: Back wall of gaming room Above cigarette machine on exit from gaming room.
MANDATORY: Sign 3G
– Chances of winning sign “A million to one” This sign must be prominently displayed in each gaming area: Both sides of entrance to gaming room. At entrance from rear door access next to gaming room.
MANDATORY: Brochure 1
– Info about the odds – Betting on gaming machines These brochures are prominently displayed and available in each area with gaming machines. These brochures are located next to gaming machines. Next to TAB / Keno service point – main bar Translated versions are supplied to patrons from non-English speaking backgrounds upon request.
MANDATORY: Contact card 2G
Gaming Plan of Management
– Self -exclusion contact card
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BANKSTOWN SPORTS GROUP
Contact cards are securely attached to each bank of gaming machines in a card holder so they can be clearly seen when playing a gaming machine or approaching the bank of gaming machines.
MANDATORY: Sticker 4G
– Gambling counselling sticker These stickers are prominently displayed on each gaming machine.
MANDATORY: Problem gambling message This message is prominently displayed on or near all ATMs and cash-back terminals. This notice is on the ATM The message is also included on any player activity statements, all betting tickets, and all gaming machine tickets (TITO tickets).
MANDATORY: Sign 2L
– No Under 18s Sign 2L (minors not permitted in this area) is prominently displayed at or close to the entrance to the restricted area in which gaming machines are kept: At both sides of the entrance to the gaming room.. At the bar.
2.1.3
Bankstown Sports Bowls Club also makes responsible gambling information and messages available to patrons within our gaming area, including: (a) In-house brochures and pamphlets; and (b) ClubsNSW brochures.
2.1.4
The content of the responsible gambling information and messages include:
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
(a) Messages encouraging patrons to take steps to gamble responsibly; (b) Information about responsible gambling behaviours; (c) Information about how gaming machines operate including: a. randomness; b. chances of winning jackpots; and c. return to player; and (d) Information about how to access gambling counselling and self 2.1.5
Bankstown Sports Bowls
-exclusion services.
Club also:
(a) advertise the GambleAware website and contact details on the home page of our website; (b) display posters advertising GambleAware week throughout the venue and promote it via the website; and (c) accept offers from counselling services to provide responsible gambling promotions throughout the year, in particular during GambleAware week.
2.1
BROCHURES
Brochure 4 2.2.1
Brochure 1
Brochure 2
As at the date of this GPOM, Bankstown Sports Bowls
Gaming Plan of Management
Brochure 3
Brochure 5
Club has the following brochures available:
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BANKSTOWN SPORTS GROUP
(a) Brochure 1 - Information about the odds in English - Betting on gaming machines – brochures in other languages are available upon request. Available in various languages (See 2.2.2) – mandatory. (b) Brochure 2 – ClubSAFE or BetSafe Counselling and Support – Titled “If gambling isn’t fun anymore, it’s ok to ask for help” – recommended. (c) Brochure 3 – Family -initiated exclusion – Titled “If your concerned about a loved one 's gambling, ask our staff for help” – recommended. (d) Brochure 4 – In houses brochure developed to meet the Club G aming C ode of Practice standards 63 -64 and are available in English, Vietnamese, Arabic, Cantonese and Chinese . (e) Brochure 5 – In-house promotion of self exclusion including QR Code for online application. 2.2.2 Bankstown Sports Bowls makes gaming signage and information available upon request in the following languages Arabic, Simplified Chinese, Traditional Chinese, Greek, Hindi, Italian, Korean, Macedonian, Nepali, Spanish, Thai and Vietnamese.
3 PLAYER ASSISTANCE 3.1
OUR APPROACH TO OUR CUSTOMERS
3.1.1
We encourage all staff to have a positive and friendly interaction with all customers.
3.1.2
We deal with and treat our customers from a responsible gambling approach which is called RAAR.
R
Rapport
A
Approach and Assess
A
Assist
R
Report
Be nice to our patrons – get to know as many as possible. Knowing our patrons is good for operating a business safely! The more we know about our members the easier it will be to notice any change in their behaviour and appearance, which could indicate that gambling may be affecti ng their lives. Carryout checks on our patrons (especially for the 3 hour continuous carded play gaming alerts) and assess whether they are going to need assistance. Provide assistance if required. Offer all available options – these include calling GambleAware, face to face counselling, self -exclusion and pre commitment on spending limits via Membership cards. Assistance also includes family member approaches and knowing the right information to provide to the person. Report all contact you have with the patrons/family members and what action you have taken. Create a case in NetSuite, advise manager or contact the venue's RGO.
3.2
WELFARE CHECKS
3.2.1
Bankstown Sports Bowls Club has a documented process for staff and management to conduct welfare checks to ensure the appropriate assistance can be provided should a person show any signs of gambling distress or harm.
3.2.2
Bankstown Sports Bowls
Gaming Plan of Management
Club will perform a player welfare check in the following circumstances:
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BANKSTOWN SPORTS GROUP
(a) Staff observe the player is displaying 'strong indicators' of problem gambling as set out in Liquor & Gaming NSW's 'Signs of risky and problem gambling behaviour: Know the signs and how to act' factsheet; or (b) A family member raises concerns about a player’s gambling; or (c) A player reaches any voluntary pre
-commitment limit set; or
(d) Staff observe a player gambling for three or more hours continuously
on the one machine ; or
(e) Our Responsible Gambling Manager (RG M) observes analytical data that may suggest a member could require assistance; or (f) A general check on members for the purposes of getting to know our customers. 3.2.3
Should the welfare check result in a player reporting any level of distress or hardship the player will: (a) be offered information on counselling and self
-exclusion procedures;
(b) asked to take a break from gambling for a period of not less than 24 hours (this break does not require the player to cease using other club facilities); and (c) a record of the interaction will be recorded in the Bankstown Sports Group's gambling incident register, which is currently maintained in NetSuite. 3.2.4
In-house brochures promoting self -exclusion and counselling services will be provided during welfare checks if the RGO believes it may be an advantage to assist patrons.
3.3
PRE -COMMITMENT
3.3.1
Bankstown Sports Group utilises a pre -commitment service known as 'Spend Limit', which is available to all members. A member can set a limit for a day / week / month at Bankstown Sports Bowls Club and if the limit is exceeded management will take the action agreed by the member at the time of arrangement.
3.3.2
Any increase in spending limits will not occur in the first 48 hours of the request.
3.3.3
Members are encouraged to participate in this service. This service is promoted on Bankstown Sports Group's website and is offered during welfare checks if staff determine appropriate.
3.4
PLAYER ACTIVITY STATEMENTS
3.4.1
Player activity statements are a record of a member’s activity whilst playing gaming machines ( membership card inserted) and are free of charge.
3.4.2
Activity statement s will only be issued upon request either via a venue manager or electronically via the Bankstown Sports Bowls Club or Bankstown Sports Group website. Only members can receive a player activity statement , as the statement is generated from activity whilst the members card has been inserted during game play.
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
3.4.2
Bankstown Sports Bowls Club complies with all regulatory requirements for the issue of player activity statements set out in Attachment ‘C’ Section 9 .
4 MINORS 4.1 Minors are not permitted: (a) on the gaming floor ; (b) to be given access to TAB or Keno facilities
; or
(c) in any bar area of the club . 4.2 All staff with front -of-house responsibilities are to be vigilant in observing minors within Bowls Club to ensure that minors do not enter the gaming area. 4.3 Signage throughout Bankstown Sports Bowls Club clearly indicates the areas where minors are not permitted.
Bankstown Sports
entrance to the gaming room and
4.4 Identification will be requested from any person suspected of being under the age of 25 participating gaming activities within Bankstown Sports Bowls Club. If a suspected minor's age cannot be confirmed, the person will be asked to leave the premises immediately.
in
5 EXCLUSION PROGRAMS 5.1 OVERVIEW 5.1.1
The self -exclusion program implemented by Bankstown Sports Group available to our customers is the Multi Venue Self Exclusion ( MVSE ) program run by ClubSAFE. Depending on the exclusion option, a patron may be excluded from an entire venue (such as Bankstown Sports Bowls Club), or from accessing gaming rooms and all other gambling facilities at a Bankstown Sports Group venue.
5.1.2
The Bankstown Sports Group have a policy of, excluded from one of our venues and you are excluded from all venues within our group.
5.1.3
All exclusion options (other than a 24 -hour break) are for a minimum period of 6 months to 4 years.
5.1.4
A patron can access self -exclusion: (a) in person at Bankstown Sports Bowls Club or one of Bankstown Sports Group's other venues at any time the venue is open. This self -exclusion will be immediately processed; or (b) 24 hours a day via an online application through MVSE operated by ClubSAFE.
Gaming Plan of Management
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5.1.5
The self -exclusion process requires a patron to provide a photograph and their personal details, which is then recorded in the MVSE online system. This information is then distributed via MVSE to the appropriate venues to enforce the multi venue exclusion .
5.1.6
The ability to self -exclude and the various self via signage and brochures.
5.1.7
Managers are available during gaming machine operation hours to provide information on self exclusion schemes and to assist in the sign up process for exclusion.
5.1.8
Facial recognition technology is utilised at Bankstown Sports Bowls Club and is run from the Bankstown Sports Club control room, which services all venues 24 hour a day. Detection of excluded patrons is immediately reported to the venue manager of the relevant venue to take appropriate action.
5.2
EXCLUSION OPTIONS
-exclusion options is promoted within the gaming room
-
Self -Exclusion options include:
5.2.1 FULL EXCLUSION (a) An individual may request to be excluded from entering the entirety of the Club premises.
Bankstown Sports Bowls
(b) By initiating a full exclusion, throughout the exclusion period the patron is no longer able to: a. participate in any form of gambling within Bankstown Sports Bowls Sports Group venue, including gaming machines, TAB, and Keno; or
Club or another Bankstown
b. access any Bankstown Sports Group venue. (c) Bankstown Sports Group does not promote gaming through marketing channels and does not send gambling advertising or promotional material to any patron that has a gambling related exclusion in effect. (d) All self -excluded patrons must satisfy Bankstown Sports Group's readmission procedure prior to having their exclusion lifted. Bankstown Sports Group acknowledges that patrons who self -exclude may be more likely to suffer gambling related harm compared wit h the average patron. Bankstown Sports Group's readmission procedures are a way of ensuring we have taken reasonable steps to prevent a patron experiencing gambling harm that could have been reasonably foreseen.
5.2.2 TOTAL GAMING EXCLUSION (a) An individual may request to be kept from accessing gaming rooms and all other gambling facilities within the Bankstown Sports Bowls Club premises. (b) By initiating a total gaming exclusion, throughout the exclusion period the patron:
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
a. is no longer able to participate in any form of gambling within a Bankstown Sports Group venue, including gaming machines, TAB, and Keno; b. however, may still access other facilities within Bankstown Sports Group venues areas, bars, and auditorium.
, such as dining
5.2.3 PARTIAL EXCLUSION (GAMING ROOM BAN) (a) An individual may request to be excluded solely from the gaming machines area of the Sports Bowls Club premises.
Bankstown
(b) By initiating a partial exclusion, throughout the exclusion period the patron: a. is no longer able to enter the gaming room of any Bankstown Sports Group venue; b. however, may still participate in TAB, Keno, trade promotion lotteries, bingo, and poker tournaments, so long as by doing so they are not breaching any other self -exclusion requirements.
5.2.4 THIRD -PARTY EXCLUSION (a) Bankstown Sports Bowls Club will provide information about the ClubSAFE MVSE exclusion process to a family member that raises concerns about a patron's gambling. (b) An application can be made for a MVSE by a spouse, domestic partner, parent of an adult child and an adult child to have the family member excluded. Should a request be approved, the MVSE program will contact Bankstown Sports Group to enforce an exclusion order at Bankstown Sports Bowls Club or all Bankstown Sports Group venues. (c) The ClubSAFE MVSE program will request all required information from the person making an application. This information may include: a. the full name, address, date of birth and contact details of the patron to whom the application relates; b. evidence that the family is being harmed by the patron’s gambling; and c.
evidence that the patron has refused to undertake a self
-exclusion.
(d) Where requested, Bankstown Sports Group will provide assistance in making an application and provide advice via information brochures and the Responsible Gambling Manager . (e) Should a request for a third-party exclusion be approved, the MVSE program will contact Bankstown Sports Group to enforce an exclusion order at Bankstown Sports Bowls Club or all Bankstown Sports Group venues . (f) A patron to whom a third -party exclusion applies may appeal the decision to the Code Adjudication Panel at any time during the exclusion period.
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
5.2.5 INVOLUNTARY EXCLUSION (a) Bankstown Sports Group operates an involuntary exclusion system facilitated under the ClubSAFE MVSE program, which is designed to protect patrons where their welfare is at serious risk as a result of their gambling. (b) Bankstown Sports Group reserves the right to involuntarily exclude any member or visitor if it is of the opinion that gambling is causing the individual serious harm, or if the individual displays the following behaviours: a. b. c. d.
seeking credit for gambling; seeking to borrow money for gambling; admitting to borrowing or stealing money to gamble; and leaving a minor unattended while playing gaming machines.
(c) Patrons who are involuntarily excluded under the ClubSAFE MVSE program are prevented from gambling until the exclusion is lifted, or the exclusion term has expired . (d) Bankstown Sports Group reserves the right to change a total gaming exclusion or a partial exclusion to a full exclusion if a patron breaches or attempts to breach their exclusion on two or more occasions, (e) An application to initiate an involuntary exclusion will be made by Manager through the MVSE system.
the Responsible Gambling
(f) An excluded patron may also apply to the Code Administrator to have an exclusion revoked, after a minimum period of 6 months.
5.3
ENFORCING EXCLUSIONS
5.3.1
Bankstown Sports Bowls
Club takes the following steps to enforce gambling exclusions:
(a) Excluded patrons are identified at reception when signing in and presenting identification. (b) Bankstown Sports Bowls Club's electronic sign -in system alerts reception staff to any individual's details that match an excluded member on Bankstown Sports Group's membership system. (c) An individual identified as excluded from the entire premises will be refused admittance to the premises. (d) An individual identified as excluded from gaming areas will be reminded to not enter gaming areas upon signing in. (e) An excluded patron identified attempting to breach their exclusion will be required to leave the premises. (f) Bankstown Sports Bowls Club may take disciplinary action against a member identified attempting to breach or have breached their self exclusion. Gaming Plan of Management
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(g) An incident report is created every time an excluded patron is identified attempting to breach their exclusion. 5.3.2
All breaches and attempted breaches of exclusion will be reported to the exclusion provider. All MVSE breaches will be reported through the appropriate online platform. All breaches of BetSafe exclusions will be reported via email to Daniel Symonds at Be tSafe.
6 PLAYER REWARDS 6.1
MORE LOYALTY REWARDS PROGRAM
6.1.1
The Bankstown Sports loyalty program provides benefits to all members, while acting responsibly and complying with legislation.
6.1.2
Bankstown Sports Group reserves the right to restrict a member 's access to the loyalty program where this may minimise the risk member's risk of experiencing gambling harm . Information and conditions of the reward scheme are available on the Bankstown Sports Group website. Bankstown Sports Bowls Club complies with all regulatory requirements for the payment of gaming machine prizes as set out in Attachment ‘C’ Section 8 .
6.1.3 6.1.4
7 PAYMENT OF GAMING MACHINE WINNINGS 7.1 Staff must award or pay a prize won on a gaming machine to a player who is entitled to the prize in accordance with the Gaming Machines Regulation 2019. 7.2 Gaming machine winnings of up to $5,000 can be claimed in either cash, cheque or EFT. 7.3 Payment of gaming machine winnings above $5,000 can only be claimed via a cheque or EFT. Winnings will only be paid to the patron playing the machine at the time of the win. 7.4 If a payment is made via cheque the cheque must be clearly marked with the words: Prize winning cheque – cashing rules apply. 7.5 If it is via funds transfer (EFT) payment must be to a nominated account
– but paid no sooner than 24 hours.
7.6 If the total prize money is more than $5000 and the prize winner requests to have the entire amount paid by crossed cheque or EFT, not just the amount over $5000, we will do so. 7.7 Bankstown Sports Bowls Club complies with all regulatory requirements for the payment of gaming machine prizes as set out in Attachment ‘C’ Section 7 .
Gaming Plan of Management
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BANKSTOWN SPORTS GROUP
8 CASH ADVANCES AND CHEQUE CASHING 8.1 Bankstown Sports Bowls
Club does not:
(a) C ash cheques other than as permitted by the Gaming Machines Regulation. (b) Provide cash advances or any form of credit for the purpose of gambling. (c) Lend venue or staff money to patrons. (d) Permit patrons to solicit money from other patrons whilst on premises .
Bankstown Sports Bowls
Club
9 ATM’S 9.1
Bankstown Sports Bowls
Club has one ATM .
9.2
The ATM is located outside of the gaming room.
9.3
The location of the ATM is noted on the venue floor plan – Attachment A - and is located more than a 5 metre radius from the entrance to the gaming room.
9.4
The ATM is not visible from gaming machines or the entrance to the gaming room.
9.5
The maximum amount of cash that can be withdrawn at any one time from the ATM is $1,000 .
9.6
The ATM do es not allow cash withdrawals from a credit card.
9.7
Cash withdrawals from a credit card account are prohibited from any of the EFTPOS terminal the club.
9.8
ATM is located further than 5 metres from the gaming
9.9
Bankstown Sports Bowls Section 2
s within
room entrance .
Club complies with Cash Dispensing Facilities legislation
– Attachment ‘C’
10 STAFF 10.1
TRAINING
10.1.1 All gaming room staff and managers must have a current RSA and RCG accreditation prior to commencing employment with Bankstown Sports Group. This is vetted via the employment process. Gaming Plan of Management
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10.1.2 Bankstown Sports Bowls Club ensures that : (a) All gaming staff hold a current RCG certificate and complete a refresher course every 5 years. (b) All managers with gaming related duties course every 5 years.
hold a current RCG certificate and complete a refresher
(c) All gaming managers, team leaders and RGO’s complete Advanced RCG training and course every 5 years. (d) Directors and the CEO complete board oversight training
a refresher
.
(e) All staff participate in the on -boarding / staff induction on responsible g ambling practices. (f) Staff are trained on the contents of this GPOM . (g) All staff participate in yearly internal RCG refresher training which includes information and awareness of Bankstown Sports Bowls Club's GPOM.
10.2
TRAINING RECORDS
10.2.1 Staff must have a digital version or hard copy of their competency cards to be produced upon demand to Police and NSW L&G Inspectors. This will indicate the employee’s competency whether it be RSA (A) RCG (G) Advanced RCG (C) Licensee (L) and Advanced Licensee (V) . 10.2.2 A register of completion of all training can be found in the learning portal of Dayforce (BDSC HRIS), accessible by the Bankstown Sports People & Culture team. 10.2.3 Venue manager have access to a digital training record which includes GPOM induction, accreditation, CCH numbers and expiry dates.
10.3
GAMBLING POLICY
10.3.1 No staff member is permitted to use gaming machines at the venue during their hours of employment while on shift, including during breaks. Staff who participate in any form of gambling outside their hours of employment are subject to the same requirements as other patrons. 10.3.2 Staff are not permitted to take part in any gambling activity at any of the Bankstown Group venues is documented in the venues Responsible Gaming Policy.
and
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11 INDICATORS OF PROBLEM GAMBLING AND RESPONSE 11.1
WHAT ARE AT RISK GAMBLING BEHAVIOURS
11.1.1 “At-risk gambling behaviour’ is gambling behaviour that leads to gambling harm because it involves: • •
Spending more money on gambling than the person can afford based on their income and financial commitments: and/or Spending so much time on gambling that it interferes with the person’s relationships, social life and/or work responsibilities”
11.1.2 “Gambling harm ” refers to difficulties or other negative consequences that result from excessive gambling and affect the wellbeing of the person and/or their loved ones in many areas of their daily lives. Gambling harm can affect peopl e’s physical and mental health as well as their financial wellbeing, relationships, education and employment , social and psychological wellbeing.”
11.2
INDICATORS OF PROBLEM GAMBLING
11.2.1 Bankstown Sports Group will adopt the Liquor & Gaming NSW's 'Signs of risky and problem gambling behaviour: ‘Know the signs and how to act' factsheet and act accordingly. 11.2.2 Bankstown Sports will utilise the signs listed and react accordingly as per the ‘ to act' factsheet.
Know the signs and how
11.2.3 Bankstown Sports Group considers the following to be strong indicators of problem gambling: (a) Seeking credit for gambling. (b) Seeking to borrow money for gambling. (c) Seeking assistance or advice about controlling the person’s gambling. (d) Admitting to borrowing or stealing money to gamble. (e) Enquiring about self -exclusion. (f) Showing a significant decline in personal
g rooming and/or appearance over several days.
(g) Showing obvious or repeated signs of distress (e.g. Shaking, swearing to themselves, crying after a loss, or outburst towards staff or machine). (h) Friends or family raise concerns about the person’s gambling. (i) Leaving a minor unattended while playing gaming machines.
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11.3
WARNING SIGNS OF AT -RISK GAMBLING BEHAVIOURS AND HOW TO ACT ON THEM
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12 ROLES AND RESPONSIBILITIES 12.1
SENIOR RESPONSIBLE GAMBLING OFFICER (SRGO)
12.1.1 The Bankstown Group has a Responsible Gambling Manager to oversee all gaming harm minimisation procedures and initiatives. Th e position is responsible for the compliance of the venues GPOM. 12.1.2 The RG M is responsible for: (a) Reporting to the board monthly on gaming related matters. (b) Reviewing the Gambling Incident Register for all venues within the Bankstown Sports Group on a weekly basis. (c) Make recommendations on continual improvement for the responsible gambling processes address, mitigate or minimise the number or kinds of gambling incidents.
to
(d) Encouraging a responsible gambling culture. (e) Initiating proactive steps to continually improve customer welfare. (f) Overseeing the self -exclusion program for each of Bankstown Sports Group's venues. (g) Assisting concerned family members and patrons with initiating self
-exclusion.
(h) Ensuring appropriate information is available to staff and management to assist gaming patrons. (i) Providing effective feedback to staff and management on customer interactions. (j) Debriefing with staff and management following gambling related incidents. (k) Recognising staff who demonstrate a commitment to harm minimisation. (l) Approving gaming machine advertising. (m) Making recommendations to ClubsNSW for venue requested exclusions of patrons if Bankstown Sports Group is of the opinion an exclusion is necessary to prevent the player from experiencing serious gambling related harm.
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12.2
THE CLUBS RESPONSIBILITY
12.2.1 The club’s responsibilities are as follows: (a) Take reasonable steps to ensure responsible gambling officers on duty carry out the duties of a responsible gambling officer. (c) Ensure work health and safety procedures and policies are followed to support responsible gambling officers in exercising their duties as a responsible gambling officer. (d) Ensure responsible gambling officers have had an opportunity to raise issues about the role and its responsibilities. (e) Ensure issues raised by responsible gambling officers in relation to the above paragraph are addressed. (f) Ensure responsible gambling officers are not impeded by the manager or other staff in carrying out the duties of a responsible gambling officer. (g) Inform responsible gambling officers about the duties of a responsible gambling officer. (h) Inform responsible gambling officers of patrons reasonably suspected to be at risk of or experiencing gambling harm. (i) Assist patrons who are at risk of gambling harm or displaying behaviour related to gambling harm.
12.3
RESPONSIBLE GAMBLING OFFICERS (RGO’s)
12.3.1 Bankstown Sports Bowls Club will ensure that at all times gaming machines are operational required RGO’s are on duty.
, that
12.3.2 All RGO’s rostered at Bankstown Sports Bowls Club will be trained in Advanced Responsible Conduct of Gambling. They will have a higher level of responsibility than other gaming staff. 12.3.3 RGO duties include: (a) Identifying patrons who the RGO suspects are at risk of or are experiencing gambling harm. (b) Identifying patrons who the RGO suspects are displaying behaviour related to gambling harm. (c) Proactively checking -in and engaging with patrons where the RGO suspects the patron is at risk of or are experiencing gambling harm. (d) Notifying senior management of serious instances of patrons at risk of or experiencing gambling harm to enable the manager to intervene (e.g., aggressive behaviour, etc.) (e) Facilitating requests by patrons for information about, or participation in, self
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(f) Record, in Bankstown Sports Bowls Club's incident register incidents relating to persons who the RGO suspects are at risk of or experiencing gambling harm, or who display behaviour related to gambling harm , observed by the RGO. (g) Assisting staff and management in ensuring that Bankstown Sports minimisation obligations under the Act and the regulation. (h) Promoting harm minimisation measures within
Bowls Club meets its harm
Bankstown Sports Bowls Club and with other staff.
(i) Being available if staff members need assistance regarding patron experiencing gambling harm.
’s they suspect might be
(j) Facilitating the provision of gambling help information.
12.4
REQUIRED RGO’S
12.4.1 Bankstown Sports Bowls has 30 gaming machines 3am -6am and Saturday and Sunday 6am -9am.
with a gaming shutdown period
Monday to Friday
12.4.2 The following will be required: (a) Prior to midnight 1 RGO is required to apply this Gaming Plan of Management. (b) Post midnight trading will require duties . 12.4.3 The venue does not trade past midnight this plan.
1 primarily focused RGO rostered to perform
RGO
, which is represented in the advertised trading hours within
13 THE VENUES COMPLIANCE WITH LEGISLATION 13.1.1 This club is subject to the requirements of the Gaming Machines Act 2001 , the Gaming Machines Regulation 2019 , the Liquor Act 2007, and other legislation that establishes basic harm minimization and responsible conduct of gambling requirements. 13.1.2 Regular audits are conducted by managers to ensure and regulations.
compliance with liquor and gaming legislation
13.1.3 Independent compliance audits through the ClubSAFE premium program occur quarterly, with outcomes and remedial action plans reported back to the CEO. 13.1.4 The RGM will report on responsible gaming issues to the Board monthly. 13.1.5 The club will comply with the legislation contained in A ttachment C regarding inducements, cash dispensing facilities, signage for cash dispensing facilities, gaming machine signage . Gaming Plan of Management
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14 . ADVERTISING AND PROMOTIONS 14.1
Bankstown Sports Bowls Club does not advertise gaming machines external to the premises or any advertising that draws the attention to the availability of gaming machines.
14.2
Bankstown Sports Bowls Club will comply with requirements set out in Attachment the gaming machine legislation .
‘C’ Section 5 as per
15. GAMBLING INCIDENT REGISTER 15.1 Bankstown Sports Bowls Club utilises Netsuite as a way of recording all incidents that may occur at the venue. All gaming incidents are entered into the Netsuite system and a notification is automatically sent to Bankstown Sports Bowls Club's venue Manager and Bankstown Sports Group's SRGO. 15.2 RGO’s and managers will be responsible for recording incidents in the register. Bankstown Sports Group's RGM is responsible for maintaining the register. 15.3 The types of incidents that must be recorded in the gambling incident register include
:
(a) A patron displays behaviour that indicates the patron is experiencing or at risk of gambling harm (b) A patron, or a person who identifies themselves as a family member of the patron, asks for information about a self exclusion scheme or some form of intervention for the patron (c) Any breach or attempted breach of a self
-exclusion scheme.
(d) Any offence, alleged offence or incident involving a minor. (e) Details of action taken in response to an incident. (f) Behaviour that indicates someone is at risk or experiencing gambling harm from section 11.3 of this plan.
15.4 Incidents will be recorded in the register as soon as possible but no later than 24 hours after the incident has occurred. 15.5 The RGM will review the register weekly and consider whether there is any harm minimisation action that can be taken in relation to trends in recorded incidents. The RGM will discuss with Bankstown Sports Bowls Club's venue manager s any possible improvements that can be taken to improve Bankstown Sports Bowls Club's harm minimisation strategies and response to gaming issues. 15.6 Gambling Incident Registers / extracts can be requested by authorised officers. Operational Support Managers will run NetSuite reports and provide copies of requested periods. Gaming Plan of Management
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16. COMPLAINTS 16.1 Staff will inform customers on how to make a complaint about any of our services, or of any alleged non-compliance with liquor and gaming legislation and regulations, or the Clubs NSW Code of Practice. 16.2 Complaints may relate to: (a) Our service and gaming products. (b) Non -compliance with liquor and gaming legislation and regulations. (c) Non -compliance with the Clubs NSW Gaming Code of Practice. 16.3 Staff will advise patrons on how complaints can be made to Liquor & Gaming NSW. 16.4 All complaints will be recorded in NetSuite and reviewed by Bankstown Sports Group's gaming manager and SRGO. 16.5 Bankstown Sports Group encourages all complaints to be directed to the relevant venue (including Bankstown Sports Bowls Club) for consideration and mediation to avoid the escalation of any complaints that can be addressed through direct contact.
QR Code – link to NSWL&G complaints
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17. EMPLOYEE PROTECTIONS - MISCONDUCT 17.1 Bankstown Sports duties.
Bowls Club has protection s in place for the employees whilst carrying out RGO
17.2 These protections include: (a) To ensure a transparent and proactive harm minimisation approach in venues, staff should feel supported in their roles and be able to freely report any violations. (b) RGOs have a right to notify L iquor & Gaming NSW where they reasonably believe there is a breach of harm minimisation requirements, or they are being impeded from performing their role. (c) Bankstown Sports Bowls Club is prohibited from taking unreasonable adverse action against an RGO employed at Bankstown Sports Bowls Club for carrying out their duties, for example, for banning a patron who the RGO reasonably believes is experiencing gambling harm. This is done to recognise the inherent conflict of interest for venues when supporting a patron experiencing harm may impact venue profitability. (d) Whistleblower protections will also be introduced to protect staff from adverse action if they report Bankstown Sports Bowls Club as their employer or former employer for any violation of liquor and gaming laws, including harm minimisation obligations . (e) Responsible Gambling Officers may make a complaint to Liquor and Gaming NSW about harm minimisation breaches at this venue or if they are impeded from undertaking their duties. (f) Anyone may make an anonymous complaint to Liquor and Gaming NSW about liquor or gaming law breaches.
NSW Liquor and Gaming Complaints Phone: 1300 024 720 Email: contact.us@liquorandgaming.nsw.gov.au QR Code Complaints
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18. ATTACHMENT A – FLOOR PLAN
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19. ATTACHMENT B – VENUE LIQUOR LICENCE (4 PAGES)
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ATTACHMENT C
- LEGISLATION
COMPLIANCE WITH LEGISLATION 1. Inducements Inducements are incentives that provide benefits to encourage gambling. Your venue must not offer: • or supply any free or discounted liquor as an incentive to play gaming machines • free credits through letterbox flyers, shopper dockets • any other form of incentive to play gaming machines.
2. Cash dispensing facilities • must not provide access to cash from a credit card account • must not be located in an area where gaming machines are located • must not be visible from any part of a gaming machine or jackpot prize monitor • must not be visible from a gaming machine, or entry to the room or area where gaming machines are located • must be located no less than 5 metres from
an entry to a room or area where gaming machines are
located.
3. Signage for cash dispensing facilities Signage that advertises or gives direction to cash dispensing facilities must not be visible from: • A gaming machine, and • the gaming entry, which includes the room or area where gaming machines are located
.
4.Gaming machine signage Signage or advertising for gaming machines must not be: • Visible from a cash dispensing facility • Located on, or part of, a cash dispensing facilities, including on a digital display of a cash dispensing facility A hotel club must not display, or cause to be displayed, any gambling -related sign outside of in the vicinity or the premises, or inside the premises so that it can be seen from outside the premises. A ‘gambling -related sign’ is a sign with anything that: • draws attention to, or can be reasonably taken to draw attention to, the availability of gaming machines in a hotel or club premises, or • Uses a term or expression frequently associated with gambling, or • That relates to a gambling franchise or gambling business.
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ATTACHMENT
C (Con’t)
5. Gaming machine advertising By law, clubs must not publish any gaming machine advertising. This means any advertising that gives publicity to, or promotes participation in gambling activities involving gaming machines. Publish means to disseminate in any way, including: • audio: radio • visual: cinema, video, TV • written: electronics, internet, promotional.
Advertising that is exempt from the ban includes: • any advertising that appears in a gaming machine industry trade journal or in a publication for a trade convention involving gaming machines • any advertising, including signage, that is inside a
club or hotel and can’t be seen or heard from
outside the venue • the approved name of a club if the name was being used as at 2 April 2002 • promotional material provided by a club to club members that contains gaming machine advertising – if the member has expressly consented to receiving the promotional material and that consent has not been withdrawn. Promotional material sent by the club must advise the member that: • their player activity statements are available on request • they may withdraw their consent, or unsubscribe, to receiving any future promotional material.
6. Information about how prizes will be paid and cheques cashed The following requirements apply: • Prizes may be paid as money or in a non choice to be paid money
-monetary form, but the prize winner must be given the
• If a prize is awarded in money, the prize must be equal to (but not exceed) the value of the
credits accumulated by the prize
winner from playing the relevant gaming machine
• A non -monetary prize must not consist of or include:
• • • •
Liquor in any form, Tobacco in any form, or Knives or knife blades, or Firearm s or ammunition within the meaning of the firearms Act 1996.
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ATTACHMENT C
(Con’t)
• If you offer non -monetary prizes, you must make the following information readily accessible in
any area with gaming machines: • • • • •
The nature or form of prizes offered The terms on which the prizes are awarded or paid The right of the prize winner to choose to receive money instead Any option available to the prize winner to transfer a non -monetary prize for another non monetary item or right If the non -monetary prize will not be made within 48 hours of the request for the prize – the time in which the prize will be awarded.
• Monetary prizes must be paid within 48 hours of the request (note
- any statewide links may
have different rules) • Non -monetary prizes must be awarded within 48 hours, or within the timeframe stated on the
information made available to patrons
7. Prizes over $5,000 If a person claims a prize of more than $5,000, the amount that exceeds $5,000 must be paid within 48 hours in one of two ways: • crossed cheque made payable to the prize winner
- clearly marked with the words: Prize -
winning cheque – cashing rules apply. • electronic funds transfer (EFT) to a nominated account
- if those means are available
– but no
sooner than 24 hours after the prize is won. If the total prize money is more than $5,000 and the prize -winner requests to have the entire amount paid by crossed cheque or EFT, not just the amount over $5,000, you must do so. If the prize is being paid through electronic transfer, the account must be with a financial institution, such as a bank.”
8. Information on player reward schemes A player reward scheme means a system, used in connection with the operation of gaming machines at a club, in which players of gaming machines accumulate bonus or reward point from playing the gaming machines. A promotional prize means prizes or rewards (including bonus points) offered by the club to their patrons in connection with a player reward scheme or any other marketing or promotional activity that involves gaming machines.
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ATTACHMENT
C (Con’t)
A hotel or club must not offer or permit promotional prizes: • • • •
In the form of cash That exceed s $1,000 in value That are indecent or offensive (including free giveaways), or To be exchanged for cash
You must not allow bonus or reward points accumulated under a player reward scheme to be redeemed for cash.
9. Player activity statements If you conduct an electronic player reward scheme or provide player account cards, you must let your player reward scheme participants and account card holders know that player activity statements are available. If requested, you must provide them with a monthly player activity statement free of charge. Monthly activity statements must include: • the player’s total amount of turnover, total wins, and net expenditure • total points earned and redeemed as the result of playing gaming machines • the total length of time during which a participant’s player card was inserted in gaming machines during each 24 -hour period in the month, and the total length of time during the whole month • a note advising that the statement only relates to the gaming machine play while the player’s card was inserted into the machine • GambleAware information: ‘Help is close at hand. Call GambleAware 1800 858 858 or visit the GambleAware website ’ You must keep a record or copy of any player activity statement made available to patrons. You must only disclose information in a player activity statement to: • The person to whom the information relates, or • Persons lawfully entitled to have access to the information.
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20. ATTACHMENT D – SUPPORT SERVICES FOR MEMBERS AND GUESTS
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