BetSafe Services

BetSafe is the leading independent responsible gambling program provider in Australia. The following services are included as part of the BetSafe Responsible Gambling Program:

Counselling

BetSafe specialises in addiction counselling and we have over a decade in working with problem gamblers. BetSafe provides telephone counselling, face-to-face counselling, crisis counselling and counselling for gaming industry staff.

All gaming venues in NSW are required to enter into an arrangement with an approved provider for problem gambling counselling services which will be made available to patrons. BetSafe is an approved provider.

BetSafe provides a free 24-hour, 7 day a week, 365 days per year problem gambling counselling service for patrons of BetSafe members and their immediate families. Immediate intervention is provided for crisis situations (when a patron threatens to self-harm) and follow-up is provided.

Counselling is immediate by telephone and face-to-face appointments. There is no waiting list. Appointments are arranged for the same day, or at the very latest, the following day. In addition to appointments during business hours, counsellors are also available outside of business hours and on weekends. Counselling focuses on practical strategies to assist problem gamblers and their families.

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Self Exclusion

BetSafe is one of only 3 providers approved by the N.S.W. Government to provide a self exclusion program for N.S.W. clubs and hotels.

Our self exclusion program is efficient and effective. BetSafe offers on-site self exclusion, off-site self exclusion and third party exclusions. We provide counselling assessments for excluded patrons who are considering whether to return to gaming venues. BetSafe has developed a web-based self exclusions process that enables venues to utilize the latest technology.

BetSafe has developed procedures to ensure that its self exclusion program is available in an effective, convenient process. Staff training ensures that staff know how to talk to patrons about self exclusion and can correctly process a request for self exclusion.

Many problem gamblers gamble at more than one club. BetSafe's multiple exclusion procedure enables a patron to self exclude from up to 10 nominated clubs at a time.

For those patrons whose gambling is causing harm but who refuse to self exclude, BetSafe has developed an involuntary exclusion process. When such a situation arises where an involuntary exclusion may be necessary, BetSafe will provide expert advice on how to proceed with the matter. All recommendations are in writing.

BetSafe also manages requests from patrons who wish to end their period of self exclusion. This procedure requires the excluded patron to provide evidence that they can manage their gambling, including an assessment interview by a BetSafe counsellor.

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Training

The interaction of gaming venue staff with patrons is a most important factor in minimising the potential negative impacts of gambling. BetSafe trained staff are able to correctly respond to patrons who disclose a possible gambling problem. Staff are more confident, positive and productive after receiving BetSafe training.

BetSafe training courses are an integral part of the BetSafe program. BetSafe offer a range of courses including introductory Gambling Awareness, mandatory Responsible Conduct of Gambling (with Canterbury-Hurlstone Park RSL) and specialist courses for management and marketing staff.

BetSafe training courses are available to all staff of BetSafe venues. BetSafe have developed a number of courses and also have accredited trainers for the mandatory Responsible Conduct of Gambling course.

Training Courses

  • Responsible Conduct of Gambling (NSW)
  • Responsible Conduct of Gambling (ACT)
  • Gambling Contact Officer (ACT)
  • Problem Gambling Awareness
  • Problem Gambling Awareness Refresher Course
  • Intervention Training Course
  • Intervention Training Refresher Course
  • Staff Gambling Course
  • School Education Modules
  • NRL Football Club Gambling Lectures

Training Workshops

  • Human Resources Managers Workshop
  • Marketing Managers Workshop

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Employee Assistance Program (EAP)

BetSafe offers free counselling to the staff of member venues and their immediate families who may be affected by gambling, alcohol, relationship breakdown or other personal crisis. Referrals may be made to specialist services or other health professionals will be made where appropriate.

Gaming industry employees are at higher risk of developing gambling or alcohol problems than the general population. BetSafe's Employee Assistance Program has helped many gaming industry staff to overcome their gambling and alcohol problem and keep working in the industry.

Staff can self-refer to the BetSafe Employee Assistance Program and be assured of complete confidentiality.

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Legal Advice

The gaming industry is highly regulated and there are many duty of care issues in providing gaming activities. Club management value BetSafe's legal advice on all responsible gambling issues. Legal information is provided on specific questions relating to responsible gambling laws, possible risks of litigation, changes to legislation, court cases involving gambling issues and other questions of interest to clubs. This legal information is intended to reduce the exposure of the club to litigation or adverse publicity.

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Audit Program

To ensure compliance with legal requirements covering signage, advertising and related matters, BetSafe conducts regular on-site audits of member clubs and provides written reports indicating any areas which may require attention. This enables BetSafe members to be confident that they are complying with legal requirements.

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24-hour Staff Support Hotline

Duty managers and other staff can access the BetSafe helpline, available 24 hours 365 days per year. The BetSafe helpline can assist with:

  • Crisis situations, e.g. where a patron threatens to self-harm;
  • Assistance with processing requests for self-exclusion;
  • Advice on how to respond to incidents which may involve problem gambling;
  • Information to ensure compliance with the legislation, and duty of care issues.

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Policies & Procedures Manual

A full set of Responsible Gambling policies and procedures are set out in each club's BetSafe Policies and Procedures Manual. These manuals are updated regularly to incorporate new and current legislation. The 140 page Policies and Procedures Manual provides detailed information about the practical application of responsible gambling legal requirements, financial management, minors policy, self-exclusion, and more. The manuals provide forms, flow charts and a wealth of other information.

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Literature

BetSafe member venues have access to a comprehensive collection of BetSafe signage, brochures and stickers. BetSafe have a range of mandatory and non-mandatory signage which can be displayed throughout the club in order to inform patrons about the clubs commitment to responsible gambling. A number of brochures have been developed to inform patrons about various forms of help along with self-assessments and strategies to ensure that gambling does not become a problem. BetSafe member clubs are also able to purchase the mandatory stickers which are required to be displayed on all gaming machines in NSW.

Visit our resources section for a comprehensive listing of BetSafe signage, brochures and stickers.

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