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CLUBHOUSE FACILITIES |
| Trading
Hours: |
10am - 11:30pm Sun-Thurs
10am - 1:00am Fri & Sat |
| Licensed: |
Yes |
| Dining Room: |
Yes |
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Other Facilities: |
Spike Bar,
Tabaret, Kitchen snacks and Pro-shop |
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Half-way House/Kiosk: |
Yes |
| Function
Hire: |
Yes |
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Tabaret |
Yes |
Pool Table
Pool table is also available to members and guests.
Outdoor Area
There is an outdoor area set aside for those who wish to
take in the sunshine and enjoy their food or drinks outside. This area overlooks
9th and 15th greens. |
Responsible Gambling - Code of
Conduct
To view the codes of conduct click on a language below:-
Arabic,
Chinese,
Greek,
Italian,
Spanish
March 2009 - Version 1.1
EGM/Keno Gaming Venue Responsible Gambling Code of Conduct
1. Venue commitment to Responsible Gambling
This Venue is committed to providing the highest standards of customer
care and responsible gambling. Our Responsible
Gambling Code of Conduct describes how we do this.
Responsible gambling in a regulated environment is when consumers have
informed choices and can exercise a rational and sensible choice based
on their circumstances. It means a shared responsibility with collective
action by the gambling industry, government, individuals and
communities.
This message is displayed at the entrance to the gaming room and/or at
the cashier’s station in the gaming room. The message is also displayed
in the venue where Club Keno is sold.
2. Availability of the Code of Conduct
This Code will be made available in written form, including in major
community languages, to customers upon request. A sign advising
customers of this is displayed at the gaming room entrance or the
cashier’s station in the gaming room.
The Code will also be available in community languages on the venue’s
website. (Applies only where the venue has a website)
Languages will include:
Greek
Italian
Vietnamese
Chinese
Arabic
Turkish
Spanish
3. Responsible Gambling Information
This venue displays responsible gambling information in a range of
forms, including brochures, posters and Electronic Gaming Machine (EGM)
on-screen Player Information Displays (PIDs).
Examples include:
(a) How to gamble responsibly
(b) How to make and keep a pre-commitment decision
(c) The availability of support services
(d) The payment of winnings policy
By law, all winnings or accumulated credits of $1,000 or more must be
paid in full by cheque that is not
made out to cash. These winnings cannot be provided as machine credits.
(e) The prohibition on the provision of credit for gambling
The Gambling Regulation Act 2003 prohibits this venue from providing
credit to customers for playing gaming machines.
(f) The venue’s self-exclusion program
This gaming venue provides a self-exclusion program. For information
about the program, customers may speak with the Responsible Gaming
Officer/Gaming Duty Manager or pick up a copy of the Self-Exclusion
brochure displayed in the gaming room.
Display screens in the venue also periodically show responsible gambling
tips and contact information details for problem gambling support
services. (This is only applicable where the venue has display screens
that are capable of displaying this information.)
(g) Further information
This venue provides customers with further information regarding
responsible gambling, including:
How to access the Commonwealth Government’s website ‘Understanding
Money’ www.understandingmoney.gov.au
How gamblers and their families or friends can find gambling support
services and self-exclusion programs and the State
Government’s problem gambling support website
www.problemgambling.vic.gov.au
4. Gambling Product Information
The rules for each Electronic Gaming Machine (EGM) game, including the
chances of winning, are available by going to the Player Information
Display (PID) screens on the machine. Information on how to view the PID
screens is available from a member of staff and/or by reading the Player
Information Display (PID) brochure, available within the gaming room at
a minimum.
Club Keno game rules are available for inspection at each Club Keno sale
location (applies only to venues where Club Keno is sold).
Club Keno Game Guides including ‘How to Play’ instructions are available
at each Club Keno sales point (applies only to venues where Club Keno is
sold).
5. Pre-commitment Strategy
This Venue encourages customers who play Electronic Gaming Machines
(EGMs) to set a time and money limit according to their circumstances.
Signs in the gaming room and on EGMs recommend that customers set a
limit and keep to it.
All EGMs at this venue enable a player to track the time and amount of
money spent during a session of play. Information on how to activate
session tracking is available from venue staff and in the Player
Information Display (PID) brochure displayed in the venue.
This Venue also displays signs and brochures in the gaming room with
information on the triggers that can lead to overspending. These
include:
- gambling every day or finding it hard to
stop at closing time;
- gambling for long periods, that is, for
three hours or more without a break;
- avoiding contact while gambling,
communicating very little, barely reacting to events going on around the
player;
- trying to borrow money from staff or
other customers or continuing to gamble with the proceeds of large wins;
- aggressive, anti-social or emotional
behaviour while gambling;
- trying to win back what has been lost;
- gambling when feeling stressed or
unhappy;
- losing control because of too much
alcohol;
6. Interaction with Customers
The staff at this venue are committed to providing consistently high
levels of customer service, including being constantly aware of their
customers and the venue’s responsibility towards Responsible Gambling.
This Venue has a nominated Responsible Gambling Officer/Gaming Duty
Manager who is always available when the venue is open.
- A person, who approaches a staff member
for information about problem gambling services or shows signs of having
a problem with their gambling, will be directed to the Responsible
Gambling Officer/Gaming Duty Manager for help.
- A customer displaying signs of distress
or unacceptable behaviour will be approached by a staff member who will
offer assistance.
These signs may include, but not be limited to:
- a person either gambling every day or
finding it difficult to stop gambling at closing time;
- gambling for extended periods. That is,
gambling for three hours or more without a break;
- avoiding contact while gambling,
communicating very little with anyone else, barely reacting to events
going on around them;
- making requests to borrow money from
staff or other customers or continuing to gamble with the proceeds of
large wins;
- displaying aggressive, anti-social or
emotional behaviour while gambling.
This assistance may take the form of:
- staff interacting with the customer and
encouraging them to take a break from the gaming machine;
- staff offering the customer some
refreshments (eg. cup of tea or coffee) in a quieter, more private part
of the gaming venue.
- If the behaviour could be due to problem
gambling, the customer will be referred to the Responsible Gambling
Officer.
Contacts with customers by the Responsible Gambling Officer are recorded
in a Responsible Gambling Incident Register and include action taken.
This register is covered by the Privacy Act. Details to be included in
the incident register include:
- the date and time of the incident;
- the name(s) of the staff member(s)
involved;
- the name of the customer
involved (if available);
- an outline or overview of the
incident;
- action taken by staff (eg:
the provision of Gambler’s Help / Self Exclusion information);
7. Staff Gambling Policy
(** Venue to select one option – 2 x page 9s included.)
**Employees of this venue are not permitted to gamble on gaming machines
here at any time.
Each year responsible gambling professional development sessions for
staff are held in conjunction with the local Gambler’s Help service.
Information about responsible gambling and problem gambling support
services is in the package received by staff members when they start
employment.
8. Problem Gambling Support Services
This Venue is committed to maintaining strong links with local problem
gambling support services. Senior staff from this venue will meet
regularly with the local Gambler’s Help.
Examples of these meetings may include:
• holding annual staff training session, run by the local Gambler’s Help
service;
• twice yearly meetings between the Venue Operator / Manager and the
Gambler’s Help service.
Details of these meetings will be kept in a Responsible Gambling Folder
/ Register to be located in the Gaming Room. The meeting details must
include:
• time and date of the meeting;
• attendees at the meeting;
• topics discussed;
• outcomes / action items from the meeting;
• next meeting date.
7. Staff Gambling Policy
(** Venue to select one option – 2 x page 9s included.)
** Off-duty employees of this venue may gamble at the venue providing
they are not in uniform, not wearing their gaming licence identification
and have been absent from the venue since their last rostered shift.
Each year responsible gambling professional development sessions for
staff are held in conjunction with the local Gambler’s Help service.
Information about responsible gambling and problem gambling support
services is in the package received by staff members when they start
employment.
8. Problem Gambling Support Services
This Venue is committed to maintaining strong links with local problem
gambling support services. Senior staff from this venue will meet
regularly with the local Gambler’s Help.
Examples of these meetings may include:
• holding annual staff training session, run by the local Gambler’s Help
service;
• twice yearly meetings between the Venue Operator / Manager and the
Gambler’s Help service. Details of these meetings will be kept in a
Responsible Gambling Folder / Register to be located in the Gaming Room.
The meeting details must include:
• time and date of the meeting;
• attendees at the meeting;
• topics discussed;
• outcomes / action items from the meeting;
• next meeting date.
9. Customer Complaints
A customer with a complaint about the operation of this Code of Conduct
should make it in writing directly to the venue
management. All complaints will be checked by the venue manager to make
sure that they are about the operation of this
Code. Complaints about customer service or machine operations should go
directly to the venue manager / staff on duty. Venue staff will assist
customers with this process if asked.
Complaints will be investigated sensitively and as soon as possible.
Complaints will be resolved in the following way:
- all complaints will be
acknowledged promptly;
- if it is decided not to investigate the
complaint as it does not relate to the operation of the code, you will
be informed of
the reasons;
- during the investigation of your
complaint the Venue Manager may seek information from the staff member
concerned on the subject of the complaint;
- the Venue Manger will seek to
establish whether you have been treated reasonably and in accordance
with the
Responsible Gambling Code of Conduct;
- if your complaint is substantiated, the
Venue Manager will inform you of the action that is to be taken to
remedy the
problem;
- you will always be informed of the
outcome of your complaint;
- complaint details will be maintained in
the Responsible Gambling Folder / Register;
information about the complaints will be provided to the VCGR if
requested.
If a complaint cannot be resolved at the venue it goes for resolution to
the Institute of Arbitrators and Mediators Australia (IAMA). Either
party involved in the complaint may contact the IAMA. To initiate a
complaint either party can go to IAMA’s web site (www.iama.org.au),
download a Dispute Resolver form, and then submit this completed form
with the relevant fee to the IAMA. The mediator / arbitrator will then
contact both parties to facilitate a resolution. These forms are also
available at this venue Note: Complaints sent to this independent body
for resolution may be expensive. All parties are urged to attempt to
resolve the matter at the venue level before going to professional
mediation.
Documentation regarding all complaints (both valid and invalid) against
the code must be maintained in the Responsible Gambling Folder /
Register for access by the VCGR as required.
10. Minors
Gambling by minors is prohibited. Signs are located at every gaming room
entrance banning minors from entering the room. All staff share the
responsibility for asking for proof of age if they are uncertain whether
a customer is at least 18. If relevant verification cannot be produced,
the customer must be asked to leave the gaming room.
11. Gambling Environment
Customers will be encouraged to take regular breaks from gaming machine
play. This encouragement may take the form of an announcement regarding
a staged event. Types of staged events may include:
- Announcing that morning tea is now
available;
- Announcing a member’s draw;
- The commencement of
activities such as morning melodies.
Clocks are in all major areas of the venue so customers know time is
passing. Staff will mention the time when making announcements about
venue activities.
12. Financial Transactions
This venue does not cash cheques from customers.
A sign stating this is displayed at the cashier’s station in the gaming
room.
Winnings below $1,000 from gaming machines at this venue can be paid by
cash and/or cheque. By law all of the winnings or accumulated credits of
$ 1,000 or more must be paid out entirely by cheque, which cannot be
made out to cash. These winnings or accumulated credits cannot be
provided as machine credits.
A Prize Payment Register is maintained in the gaming room.
13. Advertising and promotions
Unaddressed advertising of Electronic Gaming Machine (EGM) gambling
products is prohibited in Victoria.
All non-EGM advertising undertaken by or on behalf of this venue will
comply with the advertising code of ethics adopted by the Australian
Association of National Advertisers (see Appendix B).
Each prospective advertisement and promotion will be checked against a
checklist developed from the AANA Code of Ethics to ensure compliance.
Further this venue will ensure that our advertising materials will:
- not be false, misleading or deceptive
about odds, prizes or the chances of winning;
- not be offensive or indecent in nature;
- not create an impression that gambling is
a reasonable strategy for financial betterment;
- not promote the consumption of alcohol
while purchasing gambling products;
- have the consent of any person identified
as winning a prize prior to publication.
14. Implementation of the Code
The Code is part of the induction information given to all new staff
when they start employment. Staff members employed when the Code was
introduced have received training about its purpose, contents and
procedures.
Matters raised by staff or customers about the Code should go to the
Responsible Gambling Officer/Duty Manager for attention.
Staff members who effectively implement and adopt the practices in the
Code will be recognised by venue management.
15. Review of the Code
This Code is reviewed annually to ensure that it complies with the
Gambling Regulation Act and any other Ministerial directions. The
operation and effectiveness of the Code for the preceding 12 months will
also be reviewed at this time. The review seeks feedback from all
relevant stakeholders, including venue staff, customers and problem
gambling support services.
Required changes will be noted and then implemented where possible.
Any changes will be recorded in the venue’s Responsible Gambling Folder
/ Register.
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