The organisers of the Regulating the Game conference have announced the latest addition to its 2025 Masterclass Series in Sydney: “Beyond Compliance – Safer Gambling Training and Building a Culture of Customer Care,” presented by the renowned Jay Robinson, chief stakeholder relations officer at Focal Research Consultants.

With over 20 years of global experience in developing and delivering impactful training programs across jurisdictions—from pubs and clubs to casinos and online operators—Jay is a leading voice in creating safer gambling environments that transcend compliance. Jay’s approach focuses on building a culture of customer care that prioritises player protection and staff well-being while enhancing the overall gambling experience.

Why attend this masterclass?

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Great training is more than ticking a compliance box—it is the foundation of cultural transformation and customer care. This masterclass will delve into:

How industry leaders, regulators, and frontline staff can embed a culture of safer gambling.

The critical role leadership plays in sustaining training initiatives.

Strategies to extend the reach and effectiveness of safer gambling programs, improving customer experiences, reducing staff burnout, and driving long-term benefits for operators and stakeholders alike.

“Effective gambling staff training must meet the real needs of both staff and customers, ensuring that safer gambling practices become second nature. This masterclass is about empowering organisations to go beyond compliance, fostering a culture of care and leadership that makes a lasting impact,” said Jay Robinson.

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Who should attend?

This masterclass is essential for operational leaders, C-suite executives, regulators, and anyone committed to advancing safer gambling initiatives. Participants will leave with actionable insights and tools to lead cultural change, elevate training outcomes, and strengthen their organisation’s reputation.

Regulating the Game: A leading global event

The Regulating the Game conference has established itself as a flagship event, bridging the gap between regulators, industry professionals, and stakeholders. Now entering its fifth year, the conference continues to attract world-class speakers and attendees, driving innovation and inspiring meaningful discussions on policy, regulation, and sector challenges.

With the festive season in full swing, Liquor & Gaming NSW (L&GNSW) is reminding venues to follow the rules to ensure a smooth and successful summer.

Inspectors will visit hotels, clubs, bars, party boats, bottle shops, and other licensed venues throughout the holiday period to monitor adherence to regulations designed to minimise risks and protect patrons.

L&GNSW A/Executive Director Regulatory Operations Dimitri Argeres says it is important licensed venues maintain responsible practices during the festive season.

“We want venues and patrons to enjoy a fun and safe summer and festive season and having established good practices is key to achieving that,” Mr Argeres said.

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“Complying with the rules and having policies and procedures in place not only safeguards businesses but also ensures the wellbeing and safety of patrons.” 

Mr Argeres highlighted the need for proper training of seasonal and contract workers who are often hired to manage increased demand during the holidays.

“With many venues bringing on extra casual staff, it’s critical that all team members are fully trained, hold up-to-date Responsible Service of Alcohol (RSA) certificates, and are clear on their responsibilities,” he said.

Mr Argeres also reminded operators of the significant penalties for permitting minors to access alcohol, stressing the importance of strict ID checks on any patron who looks 25 years or under, or at the time of delivery for any purchase involving the same day or express delivery of liquor.

“As the year winds down, we typically see an increase in young people celebrating at licensed venues. It’s vital that operators, from cafés and restaurants to clubs and hotels, take responsibility to prevent intoxication and ensure alcohol isn’t sold or supplied to anyone under 18,” he said.

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“Significant penalties, including terms of imprisonment, apply to anyone selling or supplying alcohol to minors in NSW.” 

From 1 January 2025, venues must also adopt the updated Liquor Incident Register. L&GNSW will begin compliance checks early in the new year to ensure the new requirements are being met.

Goulburn Valley Hotel (GVH) Shepparton Pty Ltd has been issued a $100,000 fine for providing false information to the Victorian Gambling and Casino Control Commission (VGCCC).

In November 2022, GVH applied for a licence to operate 40 poker machines at the Shepparton hotel but did not disclose that the licence nominee had been found guilty of 2 counts of negligently dealing with the proceeds of crime, without conviction, in June 2022.

VGCCC CEO Annette Kimmitt AM said it is a requirement under the Gambling Regulation Act 2003 (Vic) that criminal offending is disclosed as part of the licence application process.

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“By providing wrong information, an applicant impedes the regulator from fully assessing their suitability to hold a licence,” she said.

“We expect applicants to abide by the law and provide complete and accurate information. This is a critical part of ensuring that the gambling industry operates with safety and integrity and is free from criminal influence or exploitation.”

Ms Kimmitt said GVH’s cooperation with the investigation was taken into account in determining the fine.

“The $100,000 fine reflects the severity of the offence and should demonstrate to other applicants and operators that we’re serious about compliance with legal obligations.”

Additional licence and reporting conditions have been applied to GVH and another venue operator licence associated with the nominee, Pan Hotels Pty Ltd.

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