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CSI- Club Services Ipswich

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POLICIES

ENTRY CONDITIONS

Entry is welcome to current financial members, members’ guests and visitors from areas outside a 15 km radius from the club. All patrons are required to present valid photo identification. If you are a CSi Member simply show your current membership card to our Reception team member as you enter. If you are with a member, they can sign you in as their Guest using their membership details.

 Visitors are not required to sign in but may be asked for valid Legal ID required for entry. 

No outside food and/or beverages are to be brought in from outside of the club.

Alternatively, if you do not fit into any of these categories above, you can sign up and become a lifetime member for FREE. Enjoy the perks & benefits of being a member.

DRESS CODE

No soiled work wear, gang symbols or offensive language on t-shirts, torn or untidy clothing, bare midriffs or singlets at any time. Site work wear is not permitted after 6pm.

Hats (excepting religious beliefs, or medical reasons) and backpacks are not to be worn at any time for security reasons. Backpacks must be checked in at reception

Management has the right to refuse entry to any person with regard to dress or behaviour.

RESPONSIBLE SERVICE OF ALCOHOL

CSi and its entire staff have a responsibility to ensure that liquor is sold and supplied to patrons in a responsible manner.

All staff should be aware of what is expected of them, in regards to the laws and the service of alcohol to patrons of the club, as staff can be held liable for offences committed.

IT IS AN OFFENSE TO:

    • Sell liquor to;

    • Supply liquor to; or

    • Allow liquor to be supplied to or consumed by: A PERSON WHO IS UNDER 18 YEARS OF AGE; or WHO IS UNDULY INTOXICATED OR DISORDERLY

There are heavy penalties for committing these offences:

Maximum fines for a licensee/nominee are $41,175

Maximum fines for a staff member or licensed premise are $13,352

MINORS

Staff should make sure, prior to serving a patron, or allowing a patron to enter the premises, that the person is 18 years of age or older. If there is any doubt, identification will be requested.

The only times when a minor is allowed on a licensed premises are if the minor:

    • Lives on the premises

    • Is an employee, or receiving work experience or training

    • Is attending a function e.g. wedding

    • Is accompanied by a responsible adult

Minors are only permitted on the premises so long as the minor is participating in the activity for which is the primary purpose of the club (soccer, AFL, cricket).

RESPONSIBLE ADULT

A responsible adult over the age of 25years or in relation to a minor is the parent, step-parent, guardian over 25 years or an adult who has parental rights and responsibilities in relation to the minor, whilst the minor is on licensed premises or in a public place.

ACCEPTABLE PROOF OF AGE

Only three forms of identification are acceptable as proof of age. These are:

    • Photographic driver’s licence / digital (must be valid)

    • An Adult proof of age card issued by a Government Department or approved entity (Eg: Victorian KeyPass)

    • An Australian or foreign passport (Must have English translation/Valid)

The Australian I.D Checking Guide, published by the Liquor Licensing Division, details the actual cards and licenses issued by each State and Territory.

If staff believe that a document being presented is false, defaced or in the possession of a person who is not the owner of the I.D, then the document should be confiscated and forwarded to the Liquor Licensing Division.

INTOXICATED PERSONS

The Queensland Liquor Act 1992 s4 defines ‘Unduly Intoxicated’ as:

“A state of being in which a person’s mental and physical faculties are impaired because of consumption of liquor so as to diminish the person’s ability to think and act in a way which an ordinary prudent person in full possession of his or her facilities, and using reasonable care, would act in like circumstances.”

Staff should use commonsense in determining whether a person is unduly intoxicated.

There are several signs, which, in combination, may indicate that a person has had too much to drink. These signs include:

    • Mood changes

    • Slurring or mistakes in speech

    • Raised speaking voice

    • Clumsiness, fumbling with change

    • Loss of balance or coordination, swaying or staggering

    • Confusion, lack of ability to hear or respond

Licensees and staff DO NOT COMMIT an offence if an intoxicated person is on their premises, although the intoxicated person does.

Licensees and staff DO COMMIT an offence if they sell or supply liquor to unduly intoxicated or disorderly patrons.

REFUSAL OF SERVICE

Service is refused to patrons for the following reasons:

    • Safety of the patron

    • Safety of others

    • Provisions of the Liquor Act (e.g. if the person is a minor or unduly intoxicated or disorderly)

    • Civil liability

Staff of licensed premises MAY refuse service to patrons at any time (e.g. patrons not meeting management’s dress regulations)

Staff MUST refuse service to patrons who are minors or unduly intoxicated or disorderly.

When refusing service to a patron:

    • Use tact – politely inform the patron you will not serve them any more alcohol. Do not speak to the patron in the front of other patrons.

    • Repeat firmly, that by law they cannot be served another drink. You may offer a non-alcoholic drink or suggest that they order something to eat.

    • Notify the Duty Manager, Security and other bar staff that you have refused service to the patron.

    • If considered necessary, management may impose a short-term ban.

    • Staff should be sure of their reasons for refusal of service, which should not be based on race, sex, etc. The patron has a right to take the matter to the Human Rights or Equal Opportunity Commission if they feel they have been the victim of discrimination.

It should be a decision of management as to whether or not patrons are refused admittance at the entrance to the premises, although assessment by door staff of a patron’s state of intoxication can avoid transferring the problem to staff inside the premises.

1.1 Responsible Gambling Statement.

CSI has developed a written statement on the club’s commitment to providing responsible assistance to problem gambling.

1.2 Responsible Gambling Policya Document (House Policy).

CSI has developed our policy which contains information on how we address the problem gambling issue in the local community to be available to patrons on request and a notice advising patrons that it is available to be clearly displayed in the venue.

1.3 Responsible Gambling Signs in venues (risk of problem gambling and where to get help).

CSI provides information about potential risks of gambling and where to get help for problem gambling, e.g. Gambling Help Service, Gambling Help Line & Relationships Australia is prominently displayed in throughout all gambling areas, all toilets, notebreakers and beside all ATM, EFTPOS facilities.

CSI have gambling help brochures in 11 different languages available at our gaming cashier.

We also have discrete Responsible Gambling take home packs (available from both of our club receptions & gaming cashier) which provide a wide range of information including Self Exclusion forms.

The CSI website has links to the above help services, has all of our responsible gambling in downloadable documents including Self Exclusion forms, links to foreign language help information & links to the Keno & UBet responsible gambling web pages.

1.4 Nature of games and game rules.

CSI provides information (in an easy-to-understand format) that explains to our patrons how the various gambling products are played) is available to patrons on request and to be included in the Player Information Guide. See also 1.3 Responsible Gambling Signs (above)

1.5 Odds of winning or returns to player.

CSI provides information (in an easy-to-understand format) that explains to our patrons the odds of winning major prize to be included in the Player Information Guide (availability to be clearly displayed). See also 1.3 Responsible Gambling Signs (above)

1.6 Exclusion mechanisms.

CSI provides information regarding exclusion provisions (self exclusions and venue-initiated exclusions) to our patrons. We provide discrete Responsible Gambling take home packs on request (available from both of our club receptions & gaming cashier) which provide a wide range of information including self exclusions & the Self Exclusion form.

The CSI website has downloadable a Self Exclusion form.

1.7 Complaint resolution mechanisms.

CSI has a gambling related Complaint Handling Procedure which contains information on how a patron can lodge a gambling-related complaint at the club and how it will be resolved. This procedure is available on request at both of the club’s reception areas & our gaming cashier.

1.8 Financial transaction policy.

Our Financial Transaction Policy outlines the key elements of how CSI manages certain in-house gambling related financial transactions. This is available to patrons on request at both of the club’s reception areas & our gaming cashier.

1.9 Other information (e.g. legislative requirements).

“Rules Ancillary to Gaming” is prominently displayed in next to our gaming cashier & 2 additional areas within the gaming room.

2.1 The venue CLO provides appropriate information to assist patrons with gambling related problems.

All of CSI’s Duty Managers, Assistant Manager & General Manager are CLOs & have participated in formal CLO training.

All club team members are aware where all responsible gambling information is displayed in the venue; what information is available upon request and what information is contained in each document.

2.2 Our CLOs support staff in providing assistance to those patrons with gambling related problems.

Our CLOs can provide advice to our team on responsible gambling materials, exclusion provisions, physical environment, financial transaction policy and practices and advertising and promotions policies.

2.3 The venue CLO provides assistance to staff with gambling related problems.

Our management team/CLOs understand that patrons experiencing difficulty with problem gambling can adversely affect a team member’s emotional state. As well, team members may become problem gamblers themselves.

2.4 The venue CLO can provide contact details of the local Gambling Help Service.

We have pamphlets available with both Relationships Australia & Gambling Help Service.

2.5 The venue CLO has established links with the local Gambling Help Service.

We have developed a strong partnership with our local Relationships Australia branch. Representatives from our management team attend regular Gold Coast RG Net meetings. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling, and Relationships Australia has a key role in facilitating this.

2.6 Venue staff are familiar with the venue’s customer complaint resolution mechanism or the venue CLO can advise staff in this regard.

CSI team members are to refer gambling-related complaints to the CLO on duty. The Duty Manager on every shift is a CLO.

The CLO will make contact with the patron and identify and define the nature and cause of the complaint, including giving assurance on confidentiality and privacy as per CSI’s policies.

The CLO will determine whether the complaint can be resolved immediately or should be referred to a higher level;

If the complaint can be resolved immediately, the CLO will take necessary steps to resolve the complaint on the spot.

If the complaint is to be referred to a higher level, the CLO will then inform the patron of the timeframe involved in communicating and getting a response on to compliant from the higher level.

The CLO will communicate the proposed solution to the patron, including the basis (legislation, policies etc.) on which the solution was framed.

If the patron is not satisfied with the outcome, the CLO will advise the patron to seek their own legal or professional advise (at their own expense should they wish).

The CLO will record details of the complaint and action taken in a Gambling – Related Incident Report.

2.7 The venue staff have received training from the Gambling Help Service and include the GHS in ongoing staff training in responsible gambling.

CSI has developed a strong partnership with our local Relationships Australia branch. Representatives from our management team attend regular Clubs Queensland meetings. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling, and Relationships Australia has a key role in facilitating this through guest speaking at our whole of team & gaming team meetings. All our management & team members are required to renew their RSG certification.

3.1 The CLO understands Self Exclusion.

CSI must & will exclude a patron who requests self exclusion.

Our team takes reasonable steps to prevent patron who is excluded from entering or remaining on a premises. All management team are sent emails identifying new exclusions. A photo log of all current excluded persons is sighted & signed off on daily by all team members on commencement of their shift.

The patron is issued with an Exclusion Notice and Exclusion Order.

The patron has a 24-hour cooling off period to reconsider their decision. If the patron changes their mind within 24 hours, a Revocation Notice & subsequently a self exclusion will be completed within the 24-hour time limit.

3.2 The CLO understands Venue Initiated Exclusions.

3.3 The CLO is aware of exclusion time periods.

Once exclusion takes effect, a patron cannot apply for it to be revoked for a minimum of 12 months. A patron can apply for an exclusion to be revoked only once a year. Exclusions remain in effect (unless revoked) for a maximum of 5 years.

3.4 The CLO provides advice and information to venue staff on the exclusion process.

Relationships Australia has provided in-house training relating to exclusions. All team members are required to renew their RGS certification on a yearly basis.

3.5 The CLO ensures the excluded patron is fully advised of the exclusion details and process and can issue the patron with the relevant Exclusion Notice and Order or Direction.

Our CLO completes the exclusion documentation and the excluded person is fully informed of the terms of the exclusion, the products they are barred from using and the areas of the club they are not permitted to access during the period of exclusion.

3.6 The CLO ensures the local Gambling Help Service details are provided to the excluded patron.

As CSI has developed a strong relationship with Relationships Australia, we have recommend & provide their brochure as well as the Gambling Help Service information.

3.7 The CLO has sought assistance from the local Gambling Help Service regarding exclusions.

CSI’s strong relationship with Relationships Australia’s Gambling Help Service Community Educator/Counsellor ensures that we have access to over the phone, email & face to face advice relating to effectively encouraging patrons to seek assistance. We are aware that we can contact Gambling Helpline for assistance with non English speaking patrons.

Our CLO’s are aware that they can refer TAB patrons to the UBet website to initiate both online & self exclusion.

The CLO can contact the local gambling help service and discreetly request advice or guidance, asking general questions relating to the situation and not disclosing the patron’s identity at this stage.

3.8 The CLO has ensured promotional materials are not sent to an excluded patron.

Part of CSI’s internal self exclusion process is to stop correspondence or promotional material being sent to members who are excluded or known to have formally requested that this information not be sent.

3.9 The CLO has ensured that all excluded patrons have been treated with respect and dignity and strict confidentiality is maintained. The privacy of the patron should be protected at all times.

3.10 Venue staff are able to recognize the possible signs of problem gambling and to respond appropriately.

CSI has engaged the Community Educator from Relationships Australia to deliver training addressing the possible warning behaviours commonly displayed by patrons at recent whole of team meeting.

4.1 Equipment is positioned appropriately ATMs, EFTPOS devices and change machines are positioned away from gambling areas where practicable.

All ATM’s on the premises are positioned outside areas where gambling products are located – in high traffic, high visibility areas which are exposed to natural light, next to clocks & other products & services of the club ie pool table, bar, entertainment lounge. This means that patrons who are gambling must leave the gambling area to access further cash to gamble. This “break in play” is providing the patron with an opportunity to consider whether they wish to continue gambling.

4.2 Venue environment is safe for patrons all of the time.

CSI engages an external WHS specialist who conducts regular safety audits & safety training to ensure the physical practices are maintained.

4.3 Minors are prohibited from gambling.

Signs warning prohibiting underage gambling are prominently displayed at both entrances to the gaming room & TAB/Trumps Sports Bar area. Appropriate proof of age is requested from gaming, keno & TAB customers if they look under the age of 25.

4.4 Minors are prohibited from designated gambling areas.

Signs advising patrons that minors are prohibited from our both our gaming room entrances & TAB/Trumps Sports Bar area are clearly displayed.

4.5 The service of alcohol is managed in such a way as to encourage patrons to take breaks in play.

CSI employs Gaming Hosts who manage the service of alcoholic & non alcoholic beverages to our customers in the gaming room.

4.6 Patrons who are unduly intoxicated are not permitted to continue gambling.

All team members are required to renew their RSA certification yearly & refresher sessions are conducted at whole of team meetings to ensure proactive management of the service of alcohol & early identification of undue intoxication.

4.7 Venues offering adjunct child care.

CSI provides its members, guests & visitors with a childrens’ playroom – Kids Zone. This is not classified as an adjunct childcare facility. Conditions of use of Kids Zone are that the children must be supervised by a suitable parent or guardian at all times.

4.8 Staff working in gambling areas are not to encourage gambling patrons to give them gratuities (tips).

CSI gaming team members are not permitted to encourage or accept tips from playing customers. Team members inform the customer of this & if they could make a donation to one of our preferred local charities (Paradise Kids, or Volunteer Coast Guard) via the donation box instead.

4.9 Venues implement practices to ensure that patrons are made aware of the passage of time.

All CSI gambling areas have clearly visible clocks, have plenty of natural light.

4.10 Venues implement practices to ensure that patrons are discouraged from participating in extended, intensive and repetitive play.

CSI Gaming Hosts manage customers who may be participating in extended play by ie engaging in conversation, reminding them that it is a meal time, outlining other activities in the club (live entertainment) etc

5.1 Venue’s financial transactions policy document should outline the financial.

practices at the venue and should be made available to any patron upon request.

CSI’s Financial Transactions Policy outlines the key elements of how CSI manages certain in-house gambling related financial transactions e.g., how cheques can be cashed, how winnings are to be paid, etc. This is available to patrons on request at both of the club’s reception areas & our gaming cashier. This document should be available upon request by a patron (and this fact is to be displayed in the venue).

5.2 ATMs are not to be located in close proximity or in the entry to gambling areas.

All ATM’s on the premises are positioned outside areas where gambling products are located – in high traffic, high visibility areas which are exposed to natural light, next to clocks & other products & services of the club ie pool table, bar, entertainment lounge.

This means that patrons who are gambling must leave the gambling area to access further cash to gamble. This “break in play” is providing the patron with an opportunity to consider whether they wish to continue gambling.

5.3 ATMs should not allow patrons to access cash advances on their credit card account (ATM should only allow access to savings or cheque accounts.

This measure ensures that patrons only gamble with money they possess (e.g. in their savings account) and cannot gamble with money they “do not have” (i.e., their credit card accounts).

5.4 Large wins above the approved cheque clearance limit for the venue must be paid by cheque – part payments of cash and a cheque to the total win amount are permitted.

CSI has a cash payout limit, for gaming machines, of $5000 & Keno of $5000. This allows the patron to have a period of time (at least 24 hours) to consider what to do with their winnings (rather than having the cash available to continue gambling). Team members who work in Keno, gaming machines or TAB, encourage customers to deposit large winnings into their bank account via our EFTPOS terminal.

5.5 Patrons cannot cash a winner’s cheque at the venue for at least 24 hours (or 1 working day) after that win.

As previously mentioned, this ensures that patrons have an opportunity (minimum 24 hours or next trading day) to consider how to spend large wins and patrons are not able to gamble those winnings on the same day. Gaming cheques may only be cashed by previous arrangement & approval.

5.6 Venue has a policy on what types of cheques can be cashed at the venue.

Gaming cheques may only be cashed by previous arrangement & approval. No other cheques can be cashed at our venue.

5.7 Under no circumstances does the venue allow credit betting to take place.

The Code or Practice (and all Queensland gambling legislation) states that:

gambling providers must not provide credit or lend money to anyone for the purpose of gambling. Severe penalties apply to this practice, ranging from fines to the cancellation of the gambling provider’s licence. The rationale, again, is to ensure that patrons only gamble with money they possess – that patrons do not gamble with money they “do not have” (i.e.

money they have borrowed) and patrons do not run up gambling debts.

5.8 The Customer Liaison Officer:

  • provides advice/information to CSI team members and patrons on any of the venue’s financial transactions policies;
  • responds to issues brought to their attention by other CSI team members (i.e., rectifying those issues);
  • ensures breaches do not occur (e.g.,credit betting); and
  • documents any such breaches as required.

5.9 Venue staff support the CLO in this regard by:

  • providing advice/information to patrons and referring any query they cannot answer to the CLO and
  • ensuring breaches do not occur (e.g., credit betting) and bringing any such issue to the attention of the CLO.

The Code of Practice outlines 13 practices ensure advertising and promotions are delivered in a responsible manner.

Our external management company HSC employs a Group Marketing Manager who audits all CSI internal & external promotional materials.  Compliance documents include; Liquor Act 1991 Guideline 60, Code of Ethics (AANA), RG Code of Practice Resource Manual and QLD Responsible Gambling Advertising and Promotions Guideline.

She has also provided an in-house condensed checklist from the Gambling Advertising and Promotions Guidelines for all internal materials to be compared against. All of the Club Marketing Materials (including entertainment and events) have the Gambling Help Online logo and contact details, a positive gaming message and where any promotional relevant terms and conditions can be viewed (Print and Electronic material).

The Club produces a publication every 2 months (7,500 copies) that has a highlighted section in the general info for Gambling Help assistance. All internally created brochures (CardIt and Rewards program) all have contact details for Gambling help agencies.

CSI ensures that advertising and promotions:

6.1 comply with the Advertising Code of Ethics as adopted by the Australian Association of National Advertisers. Any advertising or promotions aligns with the Advertiser Code of Ethics.

6.2 are not false, misleading or deceptive Any advertisement or promotion is based on fact.

Having available any terms and conditions to any promotion or condition of winning.

Ensuring that any prize or offer that is advertised or promoted is available at the time of the advertisement or promotion.

6.3 does not implicitly or explicitly misrepresent the probability of winning a prize.

Responsible advertising and promotion will emphasise the fun and entertainment aspect of gambling and not imply an individual promise /guarantee of winning. Winning will not be presented as the probable or likely outcome in each playing instance or session of play.

6.4 does not give the impression that gambling is a reasonable strategy for financial betterment. Responsible advertising and promotion will not promote gambling as an easy and automatic: alternative to employment or earning an income, financial investment, way of solving financial problems or way to achieve financial security.

6.5 does not include misleading statements about odds, prizes or chances of winning

Responsible advertising and promotion will not make false promises/statements about the odds, prizes or chance of winning. This includes not suggesting that skill can influence games that are really games of chance.

6.6 does not offend prevailing community standards Responsible advertising and promotion will reflect decency, dignity and good taste and adhere to prevailing community standards.

6.7 does not allow gambling to dominate, where there are other activities to promote

Responsible gambling advertising and promotion will ensure there is a balance between messages about gambling and other activities offered by the gambling provider.

6.8 is not implicitly or explicitly directed at minors or vulnerable or disadvantaged groups

Media selection and placement of television advertising will be in accordance with the Commercial Television Industry Code of Practice. Advertising and promotion is not directed primarily at the vulnerable or disadvantaged groups by linking social and financial betterment issues to gambling.

6.9 does not involve any external signs advising of winnings paid.

External signs include signage able to be viewed from any external part of a gambling provider’s premises. This also includes signage not on the premises, such as highway billboards.

6.10 does not involve any irresponsible trading practices by the gambling provider –

persuade an individual to gamble who, in the absence of an inappropriate inducement, would not have otherwise. This may result in individuals being persuaded to gamble for longer periods of time and in a more excessive and irresponsible manner than they otherwise would have done.

6.11 does not depict or promote the consumption of alcohol while engaged in the activity of gambling

6.12 has the consent of the person prior to publishing or causing to be published anything which identifies a person who has won a prize Gambling provider will not publish anything which identifies any person who has won a prize, unless that person has given prior consent.

6.13 where appropriate, positive responsible gambling messages are incorporated in advertising and promotion

An example of a positive message : “Keep gambling enjoyable, gamble responsibly.”

6.14 Venues are to ensure that patrons who are excluded (either self-exclusion or venue-initiated exclusion) are not sent advertisements or promotional materials

6.15 Similarly, venues are to respect the wishes of patrons (not excluded) who request that such advertising and promotional materials are not sent to them

6.16 The role of the Customer Liaison Officer (CLO) includes:

Providing advice and information to venue staff and patrons on any of the venues’ advertising and promotion policies Responding to issues brought to their attention by other venue staff (i.e., resolving those issues),

6.17 Venue staff support the CLO in this regard by providing advice and information to patrons and referring any query they cannot answer to the CLO.

The CSI Responsible Gambling Policy will be reviewed on a regular basis by the Management team in consultation with Relationships Australia, & subsequently endorsed by the Board of Directors.

RESPONSIBLE GAMING

RESPONSIBLE SERVICE OF GAMBLING

At CSI, the safety & wellbeing of our members, guests & visitors, relating in particular to responsible service of gambling, is a priority. We have developed a strong partnership with our local Relationships Australia branch. Representatives from our management team attend regular Clubs Queensland meetings. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling, and Relationships Australia has a key role in facilitating this. All of our Duty Managers and Gaming Hosts are Customer Liaison Officers (CLO’s).

As a community club & part of our commitment to our partnership with Relationships Australia, we will in the near future be providing the weekly use of the CSI Boardroom for the use by Relationships Australia gambling related individual & group counselling sessions.

Our focus is to be able to provide quality & current information to assist anyone who may be experiencing issues with gambling. Below is a wide range of self-help resources as well as our relevant policies & procedures. Hard copies of our policies & procedures as well as Relationships Australia & Gambling Help pamphlets etc are available from our Carpark Reception, throughout our Gaming Lounge or Gaming Cashier.

Useful Links:

SELF-EXCLUSION

Self-exclusion is a program that enables a person to ban themselves from gaming venues and/or internet gambling. For anyone feeling that their gambling is becoming a problem it can provide a concrete tool to help keep safe.

All Australian gambling providers are required to provide customers with the option to self-exclude from their venue or products. So whether someone wants to ban themselves from going to venues such as clubs, pubs or TABs or from placing a bet on gambling websites such as SportsBet, TattsBet or Tattersall’s, self-exclusion is available.

There are no costs involved in the process and the individual chooses which venues, casinos or websites to be excluded from. There is a minimum period agreed upon and once this time expires the person applies to have their gambling account re-opened or to be able to enter the gaming area of a venue.

Self-exclusion process

For venue self-exclusion, the program participant is guided through the process of signing a deed of self-exclusion, nominating the venue/s or areas of a venue they will be excluded from and, agreeing that they will not enter the restricted gaming area.

Photographs of the participant are then taken and displayed to appropriate staff members of the nominated gaming venue/s. Client details are treated with discretion at all times.

There is no charge for self-exclusion for gaming venues or online gambling.

DOWNLOAD Self Exclusion Form 3A

GAMBLING COMPLAINT HANDLING PROCEDURES

CSI will manage gambling related complaints in accordance with the procedures as outlined below;

Team members are to refer gambling-related complaints to the Customer Liaison Officer (CLO). The Duty Manager on every shift is a CLO and also our Gaming Host.

The CLO will make contact with the patron and identify and define the nature and cause of the complaint, including giving assurance on confidentiality and privacy as per CSI’s policies.

The CLO will determine whether the complaint can be resolved immediately or should be referred to a higher level;

  • If the complaint can be resolved immediately, the CLO will take necessary steps to resolve the complaint on the spot.
  • If the complaint is to be referred to a higher level, the CLO will then inform the patron of the timeframe involved in communicating and getting a response on to compliant from the higher level.

The CLO will communicate the proposed solution to the patron, including the basis (legislation, policies etc.) on which the solution was framed.

If the patron is not satisfied with the outcome, the CLO will advise the patron to seek their own legal or professional advise (at their own expense should they wish).

The CLO will record details of the complaint and action taken in a Gambling – Related Incident Report.

FINANCIAL TRANSACTION POLICY

ATM’s & EFTPOS

CSi is required to locate ATM’s as far as practical, away from designated gambling areas. CSi’s ATM’s only have deposit and debit account facilities.

Credit

Providing credit to gamble is illegal and will not be extended under any circumstances. Credit transactions are allowed for the purchase of non gambling & non alcohol-related goods and services.

Payment of prize winnings

The following cash payout limits apply;

  • Gaming machines: $5000
  • Keno: $3000 (this is the approved limit set by Keno Queensland Pty Ltd)

Gaming Machines – CSi will provide a choice of payouts if the winning amount or transaction is greater that the cash payout limit for CSi ($5000);

  • pay either the whole amount by EFT
  • pay partly in cash to the maximum limit, with the balance of the payout paid by EFT

Keno – CSi will provide a choice of payouts if the winning amount or transaction is greater that the cash payout limit ($3000);

  • pay either the whole amount by (KENO) 
  • pay partly in cash to the maximum limit, with the balance of the payout paid by (KENO) 

PLAYER INFORMATION GUIDE

Purpose of the guide

The purpose of the Player information guide is to assist you to make informed decisions on your gambling at CSi.

Gaming products

The gaming products at the CSi are regulated by the government to ensure they meet strict standards. These standards cannot be changed or altered without government approval.

Odds of winning

There are different odds of winning for different gaming products as follows:

  • Odds of winning top prize on a poker machine (playing maximum lines)—up to 1 in 7,000,000
  • Odds of winning the 10 number jackpot on Keno (1 game)—1 in 8,911,711
  • Odds of winning on wagering through TAB are displayed on monitors for each particular race.

Gamble responsibly

Gambling is fun as long as it is responsible and you are in control.

Only you can decide how much time and money you want to spend on gambling at the club. You should spend only what you can afford to lose. Take a break from your gaming machine from time to time.

Gaming machines and games are products of chance and randomness and there is no guarantee that you will achieve the winning outcomes any of the time.

While gaming machines are programmed to return between 85—92 per cent to the player, the player return rate is not an outcome of a single game but an average of many games on that machine over a period of time.

You cannot ‘confuse’ or ‘trick’ gaming machines to produce winning outcomes by playing at certain times of the day, touching the machine in a certain way, changing the speed of play or changing bet levels.

RSG HOUSE POLICY

CSI offers a range of gambling products to its members, guests & visitors. CSI is committed to ensure that management of these products & related high customer service standards provided by the CSI team are delivered in a manner which consistently demonstrates industry best practice. Through full commitment & endorsement of the CSI Board Members, the implementation & monitoring by the senior management team, & delivery by our fully trained team, we ensure the safety & wellbeing of our members, guests & visitors, in particular to responsible service of gambling, is a priority. We have developed a strong partnership with our local Relationships Australia branch. Representatives from our management team attend regular Clubs Queensland meetings. We are passionate about ensuring that all our team are fully trained in all aspects of Responsible Service of Gambling, and Relationships Australia has a key role in facilitating this. All of our Duty Managers are Customer Liaison Officers (CLO’s) and also our Gaming Hosts.

As a community club & part of our commitment to our partnership with Relationships Australia, we will in the near future be providing the weekly use of the CSI Boardroom for the use by Relationships Australia gambling related individual & group counselling sessions.

Our focus is to be able to provide quality & current information to assist anyone who may be experiencing issues with gambling. Below is a wide range of self-help resources as well as our relevant policies & procedures. Hard copies of our policies & procedures as well as Relationships Australia & Gambling Help pamphlets etc are available from our Carpark Reception, throughout our Gaming Lounge or Gaming Cashier.

The following information is driven by the Responsible Gambling Code of Practice & describes how CSI provides & manages gambling products;

MEMBERS CODE OF CONDUCT

PURPOSE

The Purpose of this Code is to provide members, guests and visitors with guidance on the standards of behaviour that are expected of them while they are on the club premises so as to ensure everyone can enjoy amenities provided by the club in a safe, enjoyable and responsible manner.

COMMITMENT

The code demonstrates the shared commitment by the club management and members, guest and visitors in working together to achieving a social environment that enhances members, guest and visitors enjoyment of the club’s facilities and services.

AUTHORITY

The authority of the code is vested in the constitution, in particular the provisions relating to visitation and membership. In the event of an inconsistency, provisions contained in the constitution take precedence over the code.

PRINCIPLES

Access to the club is a privilege to be cherished and safeguarded. Accordingly, members, guests and visitors shall:

 

    • Respect the right of others to enjoy the club’s facilities and services to the fullest extent.

    • Interact with each other and with the employees in a courteous manner.

    • Refrain from behaviours that undermine health and wellbeing of other patrons.

    • Show due consideration to the needs of others, including their right to privacy.

    • Comply with club policies, signage and lawful directions of employees.

    • Access the club with proper identification and fulfil sign-in requirements, if applicable.

    • Ensure children are always accompanied by a responsible adult whilst on club premises.

    • Abide by the dress code of the club.

    • Not bring food or drinks on the club premises for consumption on the premises.

    • Not bring or have in their possession illegal materials while on the club premises.

    • Handle property belonging to the club with care and diligence.

    • Refrain from representing the club, unless properly authorised to do so.

    • Not pursue personal activities on club premises without prior permission.

    • Not deliberately tarnish the reputation of the club or bring it into disrepute.

APPLICATION

The code applies to members, guests and visitors when they are on the club premises. Subject to legal considerations, interpretation of the principles by the management and management committee is final.

COMPLIANCE

The code will be actively monitored by the club if a breach occurs and can be proven, the club will initiate disciplinary action against the relevant member(s) , guest(s) and/or visitor(s) concerned, which may include warnings, withdrawal if certain privileges, and suspension or termination of membership (if applicable). Any disciplinary action under the Code will be in accordance with the constitution and laws applicable to the club.

INFORMATION

Please contact the club manager for more information or any clarification on the code.

PRIVACY POLICY

The Privacy Policy applies to personal information collected by the club, as the club is an applicable organisation under the Privacy Act 1988 (Cth), which governs the way private sector organisations collect, use, keep secure and disclose personal information.

The Privacy Policy outlines:

  • how and when the club collects personal information;
  • how the club uses and discloses personal information;
  • how the club keeps personal information secure, accurate and up-to-date;
  • how an individual can access and correct their personal information; and
  • how the club will facilitate or resolve a privacy complaint.

We recommend that you read and understand the Privacy Policy and keep it for future reference. If you require any clarification, you can contact us on the address at the end of the document.

 

1.1 What is Personal Information?

Personal information is defined under the Privacy Act 1988 to mean information or an opinion, whether true or not, and whether recorded in a material form or not, about an individual whose identity is reasonably identifiable, from the information or opinion.
Some examples of personal information are your name, residential address, email address, bank details, photos and opinions on your likes and dislikes that can identify you (see paragraph 3.2 below).

2.1 What is Sensitive Information?

Sensitive information is a subset of personal information.
It means information or opinion about an individual’s racial or ethnic origin, political opinions, membership of a political organisation, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual orientation or practices, criminal record, health information about an individual, genetic information, biometric information that is to be used for the purpose of automated biometric verification or biometric identification or biometric templates.

2.2 Collection of Sensitive Information

In general, we attempt to limit the collection of sensitive information we may collect from you, but depending on the uses you make of our products this may not always be possible and we may collect sensitive information from you in order to carry out the services provided to you.
The type of sensitive information we may collect from you or record about you is dependent on the services provided to you by the club and will be limited to the purpose(s) for which it is collected.
We do not use sensitive information to send you Direct Marketing Communications (as defined in paragraph 7 below) without your consent.
We will not collect sensitive information from you without your consent.

2.3 Consent to collection of certain types of sensitive information

We may collect certain types of sensitive information where you have consented and agreed to the collection of such information.

We will obtain your consent at (or around) the point in time in which we collect the information.

The main type of sensitive information that we may collect (if any) will usually relate to your:

criminal record (if any);
special food or dietary requirements due to medical, cultural or religious reasons;
biometric identification, such as finger print scans;
membership of political organisations and political opinions;
racial origin and religious beliefs, to the extent these are ascertainable from any photographic identification (such as a driver’s licence or passport);
gambling habits;
philosophical beliefs, if applicable; and
health or medical information,

but only if the sensitive information is necessary for, or incidental to, the purposes of collection set out in paragraph 4.

3.1 We will only collect personal information that is necessary for us to provide our products and services to you. This depends ultimately upon the purpose of collection and we have set out the general purposes of collection at paragraph 4 below.

3.2 The type of information includes (but is not limited to) the following:

  • your contact information such as full name (first and last), e-mail address, current postal address, delivery address (if different to postal address) and phone numbers;
  • details relating to your employment (if applicable) or your previous employment, which shall include, but is not limited to, obtaining your tax file number and superannuation details;
  • your date of birth;
  • proof of your identity (including, but not limited to, driver’s licence, passport, birth certificate); (e) any sensitive personal information listed in paragraph 2.3;
  • if applicable, emergency contact details;
  • details required as part of your club membership or visitation, including but not limited to the information required under the members and visitors registers;
  • whether you participated in any activity or event organised by the club;
  • photographs or video footage taken at our premises, which may include you;
  • your opinions, statements and endorsements collected personally or via surveys and questionnaires, including but not limited to your views on the products and services offered by the club; and
  • if you are requesting products or services from us or we are purchasing goods or services from you, then any relevant payment or billing information (including but not limited to bank account details, direct debit, credit card details, billing address, repayment information and invoice details). Services records and details, Sub Branches, Queensland RSL

3.3 As far as possible or unless provided otherwise under this privacy policy, we will collect your personal information directly from you. If we collect details about you from someone else, we will, whenever reasonably possible, make you aware that we have done this and the reason for it.

3.4 When you engage in certain activities, such as entering a contest or promotion, filling out a survey or sending us feedback, we may ask you to provide certain information, which you may withhold or provide at your own discretion. It is optional for you to engage in these activities.

3.5 Depending upon the reason for requiring the information, some of the information we ask you to provide may be identified as mandatory or voluntary. If you do not provide the mandatory data or any other information we require in order for us to provide our services to you, we may be unable to provide or effectively provide our services to you.

3.6 If you use our website, we may utilise “cookies” which enable us to monitor traffic patterns and to serve you more efficiently if you revisit our website. A cookie does not identify you personally but may identify your internet service provider or computer. You can set your browser to notify you when you receive a cookie and this will provide you with an opportunity to either accept or reject it in each instance.

4.1 We will only use or disclose your personal information for the primary purposes for which it was collected or as consented to and/or as set out below.

4.2 You consent to us using and disclosing your personal information to facilitate a purpose in connection with:

  • if required, the verification of your identity, including the verification of your date of birth, if applicable;
  • facilitating membership or visitation requirements (for example, entry into the Register of Members which is available for public inspection by other members);
  • provision of our products and services to you, which shall include but is not limited to:
    • the administration and management of our products and services, including charging, billing, credit card authorisation and verification, checks for financial standing, credit-worthiness (including but not limited to undertaking an assessment for credit loss and obtaining credit references, if applicable), fraud and collecting debts; and
    • to offer you updates, or other content or products and services that may be of interest to you;
  • to facilitate the administration, management and improvement of the club, including but not limited to:
    • the use of your personal information collected in accordance with paragraph 3.1 in the administration and management of the club;
    • communications between Member Clubs (being those clubs which are members of Clubs Queensland), including but not limited to reciprocal arrangements and sharing of industry news;
    • the management, governance and administration of the club, including but not limited to any management and governance meetings of the club ;
  • if applicable, any requirement to include you in various registers maintained by the club including, but not limited to, the register of excluded persons;
  • facilitating medical assistance in the event of a medical emergency, or to provide you with medical treatment as requested by you;
  • your participation in any activity or event organised by the club or a third party organisation;
  • your ability to attend other Member Clubs in Australia or New Zealand;
  • co-ordinating, managing and maintaining good order and security of the club and our premises, which shall include but is not limited to protecting the rights and safety of other parties on our premises;
  • investigating and reporting information to third parties regarding any accidents or incidents that may have occurred on our premises;
  • the improvement of our services (including to contact you about those improvements and asking you to participate in surveys about our products and services);
  • the maintenance and development of our products and services, business systems and infrastructure;
  • marketing and promotional activities by us and our related bodies (including by direct mail, telemarketing, email, SMS and MMS messages) such as our customer loyalty programs and newsletters;
  • to provide customer service functions, including handling customer enquiries and complaints;
  • to offer you updates, or other content or products and services that may be of interest to you;
  • our compliance with applicable laws;
  • the transfer, and matters in connection with a potential transfer, of the club to another entity; and
  • any other matters reasonably necessary to continue to provide our products and services to you.

4.3 We may also use or disclose your personal information and in doing so we are not required to seek your additional consent:

  • when it is disclosed or used for a purpose related to the primary purposes of collection detailed above and you would reasonably expect your personal information to be used or disclosed for such a purpose (secondary use);
  • if we reasonably believe that the use or disclosure is necessary to lessen or prevent a serious or imminent threat to an individual’s life, health or safety or to lessen or prevent a threat to public health or safety;
  • if we have reason to suspect that unlawful activity has been, or is being, engaged in; or
  • if it is required or authorised by law or formally requested by a statutory or regulatory authority.

4.4 In the event we propose to use or disclose such personal information other than for reasons in 4.1, 4.2, and 4.3 above, we will first seek your consent prior to such disclosure or use.

4.5 If you have received communications from us and you no longer wish to receive those sorts of communications, you should contact us via the details set out at the end of this document and we will ensure the relevant communication ceases. Any other use or disclosure we make of your personal information will only be as required by law or as permitted by the Privacy Act 1988 or by this privacy policy or otherwise with your consent.


5.1 We may disclose your personal information to other organisations. Examples of organisations and/or parties that your personal information may be provided include:

  • other Member Clubs;
  • Clubs Queensland and its related bodies;
  • if applicable, Clubs Australia and Club New Zealand, and member clubs of Clubs Australia and Clubs New Zealand;
  • offshore service providers, if any;
  • related entities and subsidiaries of the club;
  • third parties, such as trade suppliers and club sponsors and
  • our contractors and agents, including but not limited to our professional advisors such as accountants, solicitors and auditors or other companies who assist us in providing our products and services to you.

5.2 Your personal information is disclosed to these organisations and/or parties only in relation to the goods or services we provide to you or for a purpose permitted by this privacy policy.

5.3 We take such steps as are reasonable to ensure that these organisations and/or parties are aware of the provisions of this privacy policy in relation to your personal information.

6.1 We use closed circuit televisions (CCTV) at certain locations throughout our premises (e.g. entry and exit) and surrounding areas. The CCTV is integral to our security system and CCTV images are stored for a minimum “retention period” of 28 days (unless an incident is identified,

in which case the images are archived and retained for a minimum period of one year after the retention period unless they are given to the relevant authority (e.g. police or OLGR investigator). The CCTV footage must be archived if requested by the relevant authority.

(Note: If an incident occurs at the venue, CCTV footage for the period leading up to, during and following the incident must be archived and where no incident has been identified, the CCTV footage is automatically deleted within 30 days after the retention period.)

6.2 As indicated in paragraph 3.2(i), we may take photographs of you attending our premises, and we may wish to use them for marketing and advertising purposes. Unless you advise us otherwise, you expressly agree and consent to the use of any photographs, which may include you, for the aforementioned purposes, without compensation.

7.1 You expressly consent to us using your personal information, including any email address you give to us, to provide you with information and to tell you about our products, services or events or any other direct marketing activity (including third party products, services, and events) (Direct Marketing Communications) which we consider may be of interest to you.

7.2 Without limitation clause 7.1, if it is within your reasonable expectations that we send you Direct Marketing Communications given the transaction or communication you have had with us, then we may also use your personal information for the purpose of sending you Direct Marketing Communications which we consider may be of interest to you.

7.3 You expressly consent to us disclosing your personal information to other organisations (including but not limited to organisations such as those listed in paragraph 5.1) that may also use your personal information for sending you Direct Marketing Communications.

7.4 If at any time, you do not wish to receive any further Direct Marketing Communications from us, or others under paragraph 7.3, you may ask us not to send you any further information about products and services and not to disclose your information to other organisations for that purpose. You may do this at any time by using the “unsubscribe” facility included in the email or by contacting us via the details set out at the end of this document.

8.1 Any personal information that you provide to us may be transferred to, and stored at, a destination outside Australia, including but not limited to New Zealand and the United Kingdom, where we may utilise overseas data and website hosting facilities or have entered into contractual arrangements with third party service providers to assist us with providing our goods and services to you. Personal information may also be processed by staff or by other third parties operating outside Australia who work for us or for one of our suppliers, agents, partners or related companies.

8.2 By submitting your personal information to us, you expressly agree and consent to the disclosure, transfer, storing or processing of your personal information outside of Australia. In providing this consent, you understand and acknowledge that countries outside Australia do not always have the same privacy protection obligations as Australia in relation to personal information. However, we will take steps to ensure that your information is used by third parties securely and in accordance with the terms of this privacy policy.

8.3 The Privacy Act 1988 requires us to take such steps as are reasonable in the circumstances to ensure that any recipients of your personal information outside of Australia do not breach the privacy principles contained within the Privacy Act 1988. By providing your consent, under the Privacy Act 1988, we are not required to take such steps as may be reasonable in the circumstances. However, despite this, we acknowledge the importance of protecting personal information and have taken reasonable steps to ensure that your information is used by third parties securely and in accordance with the terms of this privacy policy.

8.4 If you do not agree to the transfer of your personal information outside Australia, please contact us by via the details set out at the end of this document.

9.1 We have taken steps to help ensure your personal information is safe. You will appreciate, however, that we cannot guarantee the security of all transmissions or personal information, especially where the Internet is involved.

9.2 Notwithstanding the above, we will take reasonable steps to:

  • make sure that the personal information we collect, use or disclose is accurate, complete and up to date;
  • protect your personal information from misuse, loss, unauthorised access, modification or disclosure both physically and through computer security methods; and
  • destroy or permanently de-identify personal information if it is no longer needed for its purpose of collection.

9.3 However, the accuracy of personal information depends largely on the information you provide to us, so we recommend that you:

  • let us know if there are any errors in your personal information; and
  • keep us up-to-date with changes to your personal information (such as your name or address).

10.1 You are entitled to have access to any personal information relating to you which we possess, except in some exceptional circumstances provided by law (e.g. secrecy provisions under the Anti Money Laundering and Counter Terrorism Financing Laws). You are also entitled to edit and correct such information if the information is inaccurate, out of date, incomplete, irrelevant or misleading.

10.2 If you would like access to or correct any records of personal information we have about you, you are able to access and update that information (subject to the above) by contacting us via the details set out at the end of this document.

11.1 You are agreeing to the terms of this privacy principle if you visit the club, use our website or by accepting the terms of one of our terms and conditions (relating to a product or service offer) which refer to this privacy policy.

11.2 We reserve the right to modify the privacy policy as our business needs require. We will notify you of such changes (whether by direct communication or by posting a notice on our website), after which, your continued use of our products, services or website or your continued dealings with us shall be deemed to be your agreement to the modified terms. If you do not agree to our continued use of your personal information due to the changes in our privacy policy, please contact us via the details set out at the end of this document.

12.1 We have put in place an effective mechanism and procedure to resolve privacy complaints. We will ensure that all complaints are dealt with in a reasonably appropriate timeframe so that

any decision (if any decision is required to be made) is made expeditiously and in a manner that does not compromise the integrity or quality of any such decision.

12.2 If you have any concerns or complaints about the manner in which we have collected, used or disclosed and stored your personal information, you can tell us by contacting us.

Please mark your correspondence to the attention of the Club’s General Manager, Natalia Onoprichuk.

12.3 In order to resolve a complaint, we:

  • will liaise with you to identify and define the nature and cause of the complaint;
  • may request that you provide the details of the complaint in writing;
  • will keep you informed of the likely time within which we will respond to your complaint; and
  • will inform you of the legislative basis (if any) of our decision in resolving such complaint

12.4 We will keep a record of the complaint and any action taken in a privacy register.