Social Responsibilty

Statement of Intent

Club Grand Bingo recognises that for a minority of its customers gambling can become an addictive behaviour which can lead to a range of problems for individuals and their families. As a result of this we (the Company) believe that we have a social responsibility to act positively in relation to problem gambling.

What is Social Responsibility?

Social responsibility is about going above and beyond what is called for by the law. It is in the ideal that proactively identifying signs of problem behaviours is better than reacting to a problem. We apply our social responsibility through three levels:

• Company
• Employees
• Customers

Social responsibility is being responsible to people, for the actions of people, and for actions that affect people. Riva Gaming has clear policies, procedures and codes of practice which outline and support the development of how staff should intervene where there is a suspected problem and the Company monitor and support the development of the awareness and knowledge of its staff in dealing with such interventions.

The idea of being responsible to customers has actually long been embedded in the ethics of business, treating a customer with respect, attention and genuinely caring about what the customer wants and needs. As a company we understand our responsibility to help people.

The Gambling Commission regulates gambling in the public interest. The regulatory framework introduced by the Gambling Act 2005 is based on three licensing objectives. These are to:

• Keep crime out of gambling
• Ensure that gambling is conducted in a fair and open way; and
• Protect children by preventing their entry
• Protect vulnerable people from being harmed or exploited by gambling.

It is our responsibility to ensure that we comply with and support these licensing objectives at all times.

Company

Our Statement of Intent is published and available to all our employees. It is also included in the following company material:

• Staff Handbook
• Induction Workbooks
• Customer Care training programme
• Other relevant training programmes

Club Grand Bingo is committed to ensuring that all key personnel hold Personal Management Licences from the Gambling Commission.

To support the licensing objectives and in addition to our Social Responsibility Policy we also have:

• Problem Gambling Procedure including Self Exclusion>
• Door Control Code of Practice

An annual donation is made from each site to Responsibility in Gambling Trust (RIGT) and Gamcare through the British Amusement Catering Trades Association (BACTA) and the Bingo Association to contribute towards:

• Research
• The education about the risks of gambling and
• The treatment of problem gamblers

Our intention is to present customers with incentives that do not encourage problem gambling. Customer incentives are set within sensible spending and at a company level are controlled within agreed budgets.

Only one account per player gambling remotely is permitted. This is monitored centrally by the game provider.

Employees

The Company ensures that all employees are inducted responsibly into our organisation through:

• Induction Checklist
• Induction Workbook
• Staff Handbook
• Reviews and sign off

The above documentation includes comprehensive coverage of the following:

• Social Responsibility Policy
• Problem Gambling Procedure
• Door Control Code of Practice

The Company also has an appraisal system that supports the monitoring and maintenance of a satisfactory level of competence.

On going training is available to all our employees and we provide a Customer Care training programme that specifically trains our staff about problem gambling and about how to interact with customers who may be affected, including arrangements for self exclusion whilst also covering the following areas:

• Customer care
• Conflict management
• Social responsibility

Customer

Information is clearly provided to the customer to enable them to understand the machine/game they are playing and the odds that apply on all games.

The customer is made aware of and given advice on problem gambling through appropriate advertising, notices, information and leaflets on site. Further information including sources of help and support is available via the organisations:

• Citizen’s advice
• GamAid
• Gam-Anon
• Gamblers Anonymous
• GamCare
• Gamsrop
• Gordon House Association
• NCH Children’s Charity
• National Debtline

The implementation of the following policies and procedures and through Customer Care Training ensures that this is consistent throughout the company.

• Social Responsibility Policy
• Problem Gambling Procedure
• Door Control Code of Practice