QHA-Review_July_digital

Victoria Thomson OLGR
ONE VENUE’S APPROACH TO CREATING A
SAFER ENVIRONMENT FOR CUSTOMERS
Recently the Office of Liquor and Gaming Regulation
(OLGR) conducted a compliance inspection at the
Porters Plainland Hotel and were impressed with the
systems and procedures the hotel has put in place
under their safer gambling strategies.
As part of an OLGR initiative to showcase best
practice in the industry, we spoke to the venue about
how they are protecting customers from gambling
harm and being alert to possible money laundering
activity.
Porters Plainland Hotel’s Gaming Manager, Kiana
Austin, said the hotel’s approach to making the venue
safer for patrons comes from the top.
“Our General Manager Melissa Porter says she wants
customers to come to our venue and spend their
entertainment budget, not their grocery budget,” Mrs
Austin said.
The hotel has introduced a commercial IT solution
with a real time mobile interface which is improving
their capacity to record incidents, prepare reports, and
better prepare them for their compliance checks.
According to the venue, the mobile solution has
significantly improved communication between gaming
staff and management, in turn providing a safer
environment for patrons.
“We are now much better at supporting staff in
recognising the signs of gambling harm and that is
evidence in our compliance checks.
“It’s all about getting to know your customers better
and recognising when you may need to intervene or
offer some advice or help,” Mrs Austin said.
It’s important to note that many actions taken by
venues towards identifying and responding to signs
patrons may be at risk of gambling harm are also
relevant to identifying signs of potential criminal activity
including money laundering and counter-terrorism
financing.
Criminals are known to use machine gaming at pubs
and clubs to launder the proceeds of crime.
There are several things you can do to protect your
business and the community from serious and
organised crime.
If you see behaviours of concern, it does not
automatically mean your customer is breaking the
law. But it is a red flag, and you should look out for it,
manage it and consider reporting it.
Be aware if you are seeing something that doesn’t
seem right. It may involve a regular or a new customer.
Be on the lookout for unusual activity, including
customers who are attempting to buy winning tickets
from other patrons; patrons with no known relationship
sharing funds; asking for cheques or EFTs to be written
in someone else’s name; or regularly gambling large
amounts of cash and/or have very high turnover.
Venues looking for resources and information to help
their customers experiencing gambling harm can
access advice on the Business Queensland website.
• Venues should also familiarise themselves with
the developed Australian Transaction Reports and
Analysis Centre’s (AUSTRAC) materials, including:
• A new video which includes examples of what
behaviours to be aware of that may indicate
suspicious behaviour
• An updated brochure for pubs to print and share
with staff to outline AML/CTF tips to help protect
their business
• A streamlined version of the ‘be aware, be alert’
poster to help you understand the myths and facts
relating to money laundering and terrorism financing
• A myths and facts poster to help you and your staff
understand the myths and facts relating to money
laundering and terrorism financing.
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