Gambling law and regulation conference Regulating the Game announced the latest addition to its 2025 Masterclass Series in Sydney: “Beyond Compliance – Safer Gambling Training and Building a Culture of Customer Care,” presented by Jay Robinson, Chief Stakeholder Relations Officer at Focal Research Consultants.

With over 20 years of global experience in developing and delivering training programs across jurisdictions—from pubs and clubs to casinos and online operators—Robinson is a leading voice in creating safer gambling environments.

“Robinson’s approach focuses on building a culture of customer care that prioritizes player protection and staff well-being while enhancing the overall gambling experience,” a press release says.

This masterclass will delve into:

• How industry leaders, regulators, and frontline staff can embed a culture of safer gambling.

• The critical role leadership plays in sustaining training initiatives.

• Strategies to extend the reach and effectiveness of safer gambling programs, improve customer experiences, reduce staff burnout, and drive long-term benefits for operators and stakeholders alike.

“Effective gambling staff training must meet the real needs of both staff and customers, ensuring that safer gambling practices become second nature. This masterclass is about empowering organizations to go beyond compliance, fostering a culture of care and leadership that makes a lasting impact,” said Jay Robinson.

According to the announcement, this masterclass is “essential for operational leaders, C-suite executives, regulators, and anyone committed to advancing safer gambling initiatives.” Participants will leave with actionable insights and tools to lead cultural change, elevate training outcomes, and strengthen their organization’s reputation.

The Regulating the Game conference seeks to bridge the gap between regulators, industry professionals, and stakeholders. Now entering its fifth year, the conference continues to attract world-class speakers and attendees, driving discussions on policy, regulation, and sector challenges.

The organisers of the Regulating the Game conference have announced the latest addition to its 2025 Masterclass Series in Sydney: “Beyond Compliance – Safer Gambling Training and Building a Culture of Customer Care,” presented by the renowned Jay Robinson, chief stakeholder relations officer at Focal Research Consultants.

With over 20 years of global experience in developing and delivering impactful training programs across jurisdictions—from pubs and clubs to casinos and online operators—Jay is a leading voice in creating safer gambling environments that transcend compliance. Jay’s approach focuses on building a culture of customer care that prioritises player protection and staff well-being while enhancing the overall gambling experience.

Why attend this masterclass?

Great training is more than ticking a compliance box—it is the foundation of cultural transformation and customer care. This masterclass will delve into:

How industry leaders, regulators, and frontline staff can embed a culture of safer gambling.

The critical role leadership plays in sustaining training initiatives.

Strategies to extend the reach and effectiveness of safer gambling programs, improving customer experiences, reducing staff burnout, and driving long-term benefits for operators and stakeholders alike.

“Effective gambling staff training must meet the real needs of both staff and customers, ensuring that safer gambling practices become second nature. This masterclass is about empowering organisations to go beyond compliance, fostering a culture of care and leadership that makes a lasting impact,” said Jay Robinson.

Who should attend?

This masterclass is essential for operational leaders, C-suite executives, regulators, and anyone committed to advancing safer gambling initiatives. Participants will leave with actionable insights and tools to lead cultural change, elevate training outcomes, and strengthen their organisation’s reputation.

Regulating the Game: A leading global event

The Regulating the Game conference has established itself as a flagship event, bridging the gap between regulators, industry professionals, and stakeholders. Now entering its fifth year, the conference continues to attract world-class speakers and attendees, driving innovation and inspiring meaningful discussions on policy, regulation, and sector challenges.

With the festive season in full swing, Liquor & Gaming NSW (L&GNSW) is reminding venues to follow the rules to ensure a smooth and successful summer.

Inspectors will visit hotels, clubs, bars, party boats, bottle shops, and other licensed venues throughout the holiday period to monitor adherence to regulations designed to minimise risks and protect patrons.

L&GNSW A/Executive Director Regulatory Operations Dimitri Argeres says it is important licensed venues maintain responsible practices during the festive season.

“We want venues and patrons to enjoy a fun and safe summer and festive season and having established good practices is key to achieving that,” Mr Argeres said.

“Complying with the rules and having policies and procedures in place not only safeguards businesses but also ensures the wellbeing and safety of patrons.” 

Mr Argeres highlighted the need for proper training of seasonal and contract workers who are often hired to manage increased demand during the holidays.

“With many venues bringing on extra casual staff, it’s critical that all team members are fully trained, hold up-to-date Responsible Service of Alcohol (RSA) certificates, and are clear on their responsibilities,” he said.

Mr Argeres also reminded operators of the significant penalties for permitting minors to access alcohol, stressing the importance of strict ID checks on any patron who looks 25 years or under, or at the time of delivery for any purchase involving the same day or express delivery of liquor.

“As the year winds down, we typically see an increase in young people celebrating at licensed venues. It’s vital that operators, from cafés and restaurants to clubs and hotels, take responsibility to prevent intoxication and ensure alcohol isn’t sold or supplied to anyone under 18,” he said.

“Significant penalties, including terms of imprisonment, apply to anyone selling or supplying alcohol to minors in NSW.” 

From 1 January 2025, venues must also adopt the updated Liquor Incident Register. L&GNSW will begin compliance checks early in the new year to ensure the new requirements are being met.