Assessment Requirements for CHCFIN005 Provide responsible online wagering services

Release: 1

Assessment Requirements for CHCFIN005 Provide responsible online wagering services

Modification History

Release 1. CHCFIN005 Provide responsible online wagering services. New unit. No equivalent unit.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

use communicaton skills, orgaisational processess and intervention measures in line with relevant State or Territory legislation and industry codes of practice, in response to each of the following gamblingrelated situations:

customer at risk of experiencing harm

customer experiencing harm

customer request for self-exclusion or assistance

customer request for counselling services

third-party request in relation to a person experiencing harm from gambling

customer showing signs of immediate distress

customer showing signs of chronic distress

dealing with disputes or complaints

under-age wagering

identify appropriate referral processes for customers who display indicators of harm related to online wagering.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit outlined in elements and performance criteria of this unit:

current legislation and industry and organisational policies and procedures in regard to responsible provision of online wagering services:

National Consumer Protection Framework for Online Wagering – National Policy Statement (26 November 2018) or its successor

Interactive Gambling Act 2001, or its successor

state and territory legislation and regulations relating to online wagering for the state or territory the organisation is licensed in, as well as the states or territories the organisation is operating in

state and territory licensing authority regulations, policies and codes of practice relating to online wagering

Australian Communications and Media Authority Interactive Gambling Industry Code

Anti-Money Laundering and Counter-Terrorism Financing Act 2006

Know Your Customer Anti-Money Laundering requirements

legislation relating to self-exclusion

key requirements of responsible online wagering services as detailed in:

terms and conditions for provision of online wagering services

in-house policies and procedures

industry and organisational codes of practice

responsible wagering practices:

customer is aware of likelihood of losing

customer understands associated risks of losing

customer exercises control over their gambling behaviour

gambles within affordable limits of time and money

is empowered to control amount of time and money spent gambling

does not “chase losses”

does not gamble while intoxicated or under the influence of drugs

gambling occurs in balance with other areas of the customer’s life and does not cause problems or harm for themselves or others

signs and impacts of harm from gambling:

feelings of stress, depression or anxiety as a result of gambling

immediate or chronic distress resulting from harmful gambling

isolation from family and friends

feelings of remorse or shame after gambling

gambling more money than the customer can afford

gambling that impacts the home life and relationships of the customer

reduced work performance

changes in sleeping or eating habits due to gambling

considering self-harm as a result of gambling

bills that cannot be paid by the person due to excessive gambling

incurring debt as a result of gambling or excessive use of credit cards to provide funds for gambling

committing illegal acts to finance gambling

gambling to escape worry or personal problems

trying to win back gambling losses

increased consumption of alcohol or other drugs

common behaviours that may indicate harmful online wagering:

gambling for an extended period

changing gambling patterns, erratic wagering, changing products

betting on multiple sports or categories

gambling at unusual times of the day

closing and opening multiple online wagering accounts

abuse or threats directed at providers of online wagering services

increase in deposit frequency, failed deposits, multiple payment methods

escalating sums of money deposited

high stake wagering

customer thinks they can control the outcome

customer discloses harmful gambling behaviours

evidence of financial fraud

options for identifying and monitoring harmful wagering behaviours:

in-play real time monitoring

daily reports on activity

via call-centre interaction with customer

chat-room monitoring and moderation

proactive intervention strategies:

monitoring account expenditure patterns

interactions with customers

telephone

email

pop-ups within online wagering services

SMS or text message

promoting “take a break” temporary exclusions

promoting pre-commitment limits

principles of harm minimisation and reduction and strategies to reduce the harm associated with harmful online wagering:

voluntary pre-commitment features

self-assessment tools

support service options

software blocking options

bank tools for spend control

activity statements that comply with National Consumer Protection Framework (NCPF) and State or Territory based requirements

organisational responsible online wagering service procedures for:

advertising and promotion:

Australian Association of National Advertisers Code of Ethics

Commercial Television Code of Practice

Organisational marketing policies

Affiliate marketing provisions

NCPF restrictions in inducements and bans on credit betting

methods of distributing advertising and promotional information:

email

telephone

television

information and pop ups in apps or on websites

direct mail

SMS or text message

social media posts

financial transactions

providing gambling-related information:

available gambling counselling services, including multicultural services, peer support, self-exclusion programs and referral processes

information on responsible use of operators gambling products

operator terms and conditions generally for specific products

maintaining confidentiality and privacy requirements:

Privacy Act 1988 (Cth) or its successor

procedures for maintaining customer privacy and confidentiality of personal information

maintaining records of gamblingrelated incidents and associated staff action that may inform further interactions or monitoring

selfexclusion and exclusion:

online and form-based processes for self-exclusion

initiating exclusion processes when requested by customer

closure of account

response to attempts to breach exclusion

assistance in seeking self-exclusions from other gambling operators

ensuring correspondence or advertising is not sent to those who are excluded from services

preventing inducements or other incentive-based marketing being provided to those who have indicated behaviours associated with harmful gambling

referral to counsellors and support services

dealing responsibly with third-party concerns regarding harmful gambling including referral options for their own support or assistance

prohibition of minors

appropriate filtering software for websites and apps to prevent access by those under 18 years of age

identification verification processes to exclude minors

process for closure of accounts where identification shows the customer is a minor

role of online wagering provider in supporting a culture that encourages responsible provision of online wagering services

role of individual staff members, supervisors and managers in providing responsible online wagering services

ramifications for an organisation and an individual of noncompliance with responsible online wagering requirements

inappropriate referral to VIP programs

available counselling services and referral procedures:

individual counselling and therapy

self-help

online counselling

organisation’s internal responsible gambling unit

working with families and relationship counselling

financial counselling

assessment and referral services

outpatient services

inpatient and residential services

peer support services

crisis situation responses

relapse prevention.

Assessment Conditions

Skills must be demonstrated in a simulated online wagering environment, using a range of industry-realistic scenarios where indicators of harmful wagering are present.

Assessment must ensure access to:

National Consumer Protection Framework for Online Wagering – National Policy Statement (26 November 2018) or its successor

Interactive Gambling Act 2001

Australian Communications and Media Authority Interactive Gambling Industry Code

current regulatory documents distributed by key State or Territory gambling licensing agencies, including legislative publications and codes of conduct outlining responsible online wagering requirements

industry and organisational codes of conduct, policies, procedures and information relating to responsible online wagering services

information regarding the identification and impacts of gambling-related harms

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53