QHA-Review_July_digital
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Victoria Thomson OLGR<br />
ONE VENUE’S APPROACH TO CREATING A<br />
SAFER ENVIRONMENT FOR CUSTOMERS<br />
Recently the Office of Liquor and Gaming Regulation<br />
(OLGR) conducted a compliance inspection at the<br />
Porters Plainland Hotel and were impressed with the<br />
systems and procedures the hotel has put in place<br />
under their safer gambling strategies.<br />
As part of an OLGR initiative to showcase best<br />
practice in the industry, we spoke to the venue about<br />
how they are protecting customers from gambling<br />
harm and being alert to possible money laundering<br />
activity.<br />
Porters Plainland Hotel’s Gaming Manager, Kiana<br />
Austin, said the hotel’s approach to making the venue<br />
safer for patrons comes from the top.<br />
“Our General Manager Melissa Porter says she wants<br />
customers to come to our venue and spend their<br />
entertainment budget, not their grocery budget,” Mrs<br />
Austin said.<br />
The hotel has introduced a commercial IT solution<br />
with a real time mobile interface which is improving<br />
their capacity to record incidents, prepare reports, and<br />
better prepare them for their compliance checks.<br />
According to the venue, the mobile solution has<br />
significantly improved communication between gaming<br />
staff and management, in turn providing a safer<br />
environment for patrons.<br />
“We are now much better at supporting staff in<br />
recognising the signs of gambling harm and that is<br />
evidence in our compliance checks.<br />
“It’s all about getting to know your customers better<br />
and recognising when you may need to intervene or<br />
offer some advice or help,” Mrs Austin said.<br />
It’s important to note that many actions taken by<br />
venues towards identifying and responding to signs<br />
patrons may be at risk of gambling harm are also<br />
relevant to identifying signs of potential criminal activity<br />
including money laundering and counter-terrorism<br />
financing.<br />
Criminals are known to use machine gaming at pubs<br />
and clubs to launder the proceeds of crime.<br />
There are several things you can do to protect your<br />
business and the community from serious and<br />
organised crime.<br />
If you see behaviours of concern, it does not<br />
automatically mean your customer is breaking the<br />
law. But it is a red flag, and you should look out for it,<br />
manage it and consider reporting it.<br />
Be aware if you are seeing something that doesn’t<br />
seem right. It may involve a regular or a new customer.<br />
Be on the lookout for unusual activity, including<br />
customers who are attempting to buy winning tickets<br />
from other patrons; patrons with no known relationship<br />
sharing funds; asking for cheques or EFTs to be written<br />
in someone else’s name; or regularly gambling large<br />
amounts of cash and/or have very high turnover.<br />
Venues looking for resources and information to help<br />
their customers experiencing gambling harm can<br />
access advice on the Business Queensland website.<br />
• Venues should also familiarise themselves with<br />
the developed Australian Transaction Reports and<br />
Analysis Centre’s (AUSTRAC) materials, including:<br />
• A new video which includes examples of what<br />
behaviours to be aware of that may indicate<br />
suspicious behaviour<br />
• An updated brochure for pubs to print and share<br />
with staff to outline AML/CTF tips to help protect<br />
their business<br />
• A streamlined version of the ‘be aware, be alert’<br />
poster to help you understand the myths and facts<br />
relating to money laundering and terrorism financing<br />
• A myths and facts poster to help you and your staff<br />
understand the myths and facts relating to money<br />
laundering and terrorism financing.<br />
<strong>QHA</strong> REVIEW | 27