NSW Government to introduce Responsible Gambling Officers in licenced gaming venues

From 1 July 2024, the NSW Government will introduce Responsible Gambling Officers (RGOs) in licensed venues.

How does this impact me and my venue?

Licensed venues with more than 20 gaming machine entitlements will be required to have a Responsible Gambling Officer on duty while gaming machines are in operation, as part of a suite of gaming reforms being implemented by the NSW Government.

All hotels and clubs with gaming machines will also be required to keep a Gambling Incident Register and a Gaming Plan of Management following the government’s election commitment to identify and support patrons at risk of gambling harm.

What do I need to do?

The new requirements will be implemented through proposed amendments to the Gaming Machines Regulation 2019.

Responsibilities under the new requirements are:

What is the role of Responsible Gambling Officers?

The purpose of an RGO is to promote proactive gambling harm minimisation. RGOs will be required at all times when gaming machines are in operation.

Anytime gaming machines are operating between midnight and 8am, at least one (1) nominated RGO must be dedicated to the RGO duties. This is also scaled depending on the number of gaming machine entitlements a venue holds. This is to minimise the increased risk of gambling harm late at night.

* Nominated RGOs will still be permitted to perform gaming-related tasks that allow them to interact with, and monitor, gaming patrons. This may include incidental tasks, such as emptying bins on the gaming room floor. Nominated RGOs will also be able to discharge their other statutory duties such as Responsible Service of Alcohol obligations.

Detailed RGO duties include:

• Identifying patrons who are at risk of harm or displaying problematic gambling behaviour
• Proactively checking-in and engaging with patrons where the RGO suspects they might be experiencing gambling harm
• Being available if staff members need assistance regarding patrons they suspect might be experiencing gambling harm. For example, they may suggest the patron takes a break from the gaming machine, or that they should go home if they have been there for a long period of time
• Escalating serious instances of gambling harm to senior management to intervene (e.g., aggressive behaviour etc)
• Facilitating the provision of gambling help information
• Facilitating any requests for self-exclusion
• Recording instances of potential gambling harm in a gambling incident register
• Reviewing the gambling incident register on a regular basis and 'discussing any actions required with venue management
• Working with staff and management to ensure the venue fulfils its harm minimisation obligations, and
• Promoting harm minimisation measures and procedures within the venue and with other staff.

RGOs will have a right to notify L&GNSW where they reasonably believe there is a breach of harm minimisation requirements or they are being impeded from performing their role.

It will be prohibited for an employer to take adverse action against an RGO for carrying out their duties, for example, for banning a patron who is experiencing gambling harm.

What do I do next?

• Assign required RGOs to your venue and complete the Advance Responsive Conduct of Gambling training;
• Keep a Gambling Incident Register that venue management must review at least monthly and;
• Create a Gaming Plan of Management and update at least annually.

Venues must understand their obligations and responsibilities when it comes to the introduction of RGOs in their venue in New South Wales.