The Rise of Responsible Gambling Officers in Australian Venues
As the gambling landscape in Australia continues to evolve, a new frontline has emerged in the fight against gambling harm: the Responsible Gambling Officer (RGO). Mandated by law for any hotel or club with more than 20 gaming machine entitlements, RGOs represent a shift in the industry’s approach from reactive enforcement to proactive harm minimisation.
A Legal Requirement With a Human Face
Venues with gaming machines are now obliged to staff at least one RGO whenever machines are operating, with larger clubs and hotels required to employ multiple officers. The rule is clear: between 21 and 99 machines means one RGO; 100 to 299 requires two; and any venue with 300 or more must have three RGOs on duty, including extra staff during late-night hours.
But beyond the numbers, the role is about people. RGOs are not just regulators in a vest—they are trained professionals tasked with spotting the signs of gambling harm and stepping in before problems spiral out of control.
Training for a Complex Role
Every RGO must complete Advanced Responsible Conduct of Gambling training, equipping them with the skills to identify vulnerable patrons and intervene appropriately. Unlike floor staff, whose duties may be divided between hospitality and gaming operations, RGOs carry a higher level of responsibility. Their focus is to monitor the gaming floor and ensure no one slips through the cracks.
What RGOs Do on the Ground
The responsibilities of an RGO extend well beyond casual observation. Officers are expected to actively engage with patrons who appear distressed, fatigued, or at risk of harmful play. That could mean suggesting a short break, encouraging a customer to head home, or in more serious cases, escalating concerns to senior management.
Other duties include:
- Maintaining a gambling incident register and reviewing it regularly.
- Facilitating requests for self-exclusion.
- Providing information about gambling support services.
- Supporting staff who suspect a patron is in trouble.
- Ensuring the venue meets its harm minimisation obligations.
In short, RGOs are the link between the regulatory framework and the real-life situations unfolding on the gaming floor.
Protections and Challenges
Recognising the sensitivity of the role, legislation explicitly protects RGOs from retaliation by employers. Taking “adverse action”—such as termination or workplace disadvantage—against an RGO who performs their duties is prohibited. This safeguard is designed to give officers the confidence to intervene, even when it may conflict with a venue’s commercial interests.
Still, the job is not without challenges. Identifying problem gambling is often subjective, requiring RGOs to balance empathy with authority. And while many patrons accept interventions in good faith, others may react with hostility—highlighting the importance of both training and institutional support.
Flexibility Through Variations
Not every venue operates all the machines they are entitled to. To account for this, regulators have introduced “RGO variations” that allow venues with significantly fewer active machines to reduce the number of required officers. For example, a large venue with 300 entitlements but only 75 active machines may only need one RGO on duty. These variations are temporary, lasting up to 12 months, and are revoked if the machine count increases.
Why It Matters
The introduction of Responsible Gambling Officers signals a broader cultural shift within Australia’s gambling sector. Rather than focusing solely on compliance, venues are now expected to integrate harm minimisation into their everyday operations. For players, this means a safer environment; for venues, it’s a reminder that hospitality must go hand in hand with responsibility. Even modern online platforms such as God of Wins Casino are increasingly aligning with these principles by promoting responsible play features and clear support channels for at-risk players.
Looking Ahead
As gambling technology becomes more accessible and venues grow in size, the role of RGOs is set to become even more critical. Their presence is not just about meeting quotas—it’s about building a gaming culture where entertainment does not come at the expense of wellbeing. In many ways, RGOs embody the industry’s new mantra: play should always be fun, never harmful.
