The mystery shopper exercise highlighted some stand-out practices of responding to signs of gambling harm within class 4 venues. We would like to share these examples of good practice with everyone.
We would like to acknowledge and commend venue operators and staff at the following venues for their high level of gamble host responsibility:
The Corner, Wellington
Rangitikei Tavern, Bulls
Springlands Tavern, Marlborough
Rattle & Hum, Nelson
Oxley's Bar & Kitchen, Picton
Poachers Hoon Hay, Christchurch
These venues showed a high level of care and awareness of gamblers displaying signs of harm by meeting full expectations for their scenarios during the 2016 mystery shopper exercise.
Staff at The Corner displayed effective monitoring processes by using their venue log books to capture and monitor a family member’s concerns about a gambler as well as the gambler’s play. (scenario 4)
The Rangitikei Tavern staff showed a high level of care and awareness of gamblers displaying signs of harm around multiple cash withdrawals ending in EFTPOS declines. Staff checked in with the gambler, provided help-seeking material and wrote the incident up in the venue log book. (scenario 2)
Staff at Springlands Tavern showed a good culture of care regarding interaction with the mystery shopper about EFTPOS transactions, referring the situation upwards to the manager and making a written observation. (scenario 2)
Staff at Rattle & Hum showed a good standard of gamble host responsibility towards a gambler who was playing for a long time. Help-seeking advice was offered and the incident was recorded in venue log books. (scenario 3)
Staff at Oxley’s Bar and Kitchen met the full expectations and showed a high level of care and awareness of a gambler displaying signs of harm during an extended period. Oxley’s illustrates how a venue can provide a culture of care for gambling patrons and suggest the venue can be used as a role model regarding how to interact and intervene with a gambler showing signs of potential harmful gambling. (scenario 3)
The staff at Poachers Hoon Hay showed a good standard of gamble host responsibility and we commend their culture of care which is reflected in their result of meeting the expectations. Staff provided advice to a concerned family member, and then recorded and monitored the gambler's play when they entered the venue. (scenario 4)
It is this sort of practice that will lead us to achieve our shared objective of minimising gambling harm through caring for venue customers.