Tabcorp has been fined a record AU$4.6m and ordered to overhaul its operations, after it was found to have repeatedly breached its responsible gaming licence obligations.
The operator’s failings between August 2020 and February 2023 “reflect systemic operational deficiencies and non-compliance with the conditions of its licence, the consequences of which have included significant harm to a customer,” said Fran Thorn, chair of the Victorian Gambling and Casino Control Commission (VGCCC).
On one occasion, a Tabcorp account manager ended a call with a customer whose gambling behaviour had been flagged as “potentially concerning” by offering them a deposit match promotion of $2,000.
“This action is indicative of a culture in which the licence holder’s harm minimisation obligations were not taken seriously,” Thorn said.
“The recorded call provides evidence of a lack of commitment to responsible gambling policies and demonstrates a lack of concern for the customer’s wellbeing.
“Instead of offering support or making suggestions to help the customer manage their gambling, the call was used as an opportunity to encourage them to continue gambling.”
Tabcorp’s breaches of the Wagering and Betting Licence and Responsible Gambling Code of Conduct mean it was given its biggest fine yet by the VGCCC; in September last year, the company was fined $1m over its handling of regulatory directions during an investigation in 2020.
The latest set of breaches also included sending direct marketing material to a customer six times despite the customer having opted out of receiving promotional material from the operator.
Furthermore, Tabcorp “failed to minimise the potential for gambling harm through inadequate training of employees to responsibly deliver its products and services,” the probe found.
An action plan outlined by the VGCCC has ordered Tabcorp to focus on harm minimisation and player safety protections, including complying with its Responsible Gambling Code of Conduct.
The operator must make sure its internal systems and controls are fit to effectively manage its compliance requirements, and it must implement controls for effectively managing compliance with its obligations through its network of retail agents.
“The Commission has given Tabcorp clear instructions on what it must do to improve its operations and prioritise gambling harm minimisation,” Thorn said. “The directed transformation program is intended to future-proof Tabcorp’s gambling operations to ensure it complies with the law.
“We will be actively monitoring to ensure that the transformation program requirements are not only implemented quickly but are effective in ensuring ongoing compliance with the law.”
