Responsible Gambling Officers

From 1 July 2024, all hotels and clubs with more than 20 Gaming Machine Entitlements will be required to have at least one Responsible Gambling Officer (RGO) on duty when gaming machines are in operation. Venues with significantly more gaming machines will be required to staff more RGOs.

RGOs must complete Advanced Responsible Conduct of Gambling training.

All hotel and club staff, including those working on the floor and senior management, have a shared responsibility to proactively engage with patrons and monitor them for potential gambling harm. An RGO will be expected to have a higher level of responsibility than other gaming staff on the floor, however they are able to seek assistance from any other staff member.

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.