Tabcorp, Australia’s largest gambling entity, has been penalized with a record $4.6 million fine and ordered to significantly reform its operations. This decision comes after the Victorian Gambling and Casino Control Commission discovered multiple regulatory breaches over a period spanning from August 2020 to February 2023.
Systematic failures and customer harm:
Fran Thorn, Chair of the Commission, detailed that Tabcorp Wagering (Vic) Pty Ltd was found guilty of repeatedly violating its Wagering and Betting Licence along with the Responsible Gambling Code of Conduct. “The extent of non-compliance showcased systemic operational failures, culminating in considerable harm to a customer,” stated Ms. Thorn.
She further emphasized, “The size of the fine, the largest ever imposed on Tabcorp by our commission, corresponds to the severity of the breaches and serves as a stern warning to the gambling sector about the unacceptability of such violations.”
During their investigation, the Commission uncovered specific instances of misconduct, including sending direct marketing materials to a customer who had opted out of such communications, from October 2022 to February 2023. Moreover, Tabcorp was criticized for its insufficient employee training on responsible gambling and its failure to support a customer showing clear signs of gambling distress.
According to the Australian Broadcasting Corporation (ABC), one notable incident involved a ‘Responsible Gambling Call’ made by a Tabcorp account manager to a customer concerning betting patterns. Instead of providing support, the call concluded with the manager offering the customer a $2000 deposit match promotion. This act was highlighted by Ms. Thorn as indicative of a broader disregard for responsible gambling commitments within the company.
A call for comprehensive reforms:
In response to these findings, the Commission has mandated that Tabcorp undertake a comprehensive transformation program aimed at rectifying its operations and strengthening harm minimization and player safety initiatives. This includes enhancing internal systems and controls and improving compliance management through its network of retail agents.
“The Commission’s directives are clear on the improvements Tabcorp must implement to prioritize harm minimization and ensure compliance with legal standards,” Ms. Thorn added, asserting that the Commission will closely monitor the implementation and effectiveness of the transformation program, as Victorian Gambling and Casino Control Commission (VGCCC) reports.
Acknowledging some cooperative efforts, the Commission noted that Tabcorp had engaged in the investigations and had initiated some improvements in its compliance processes. However, a more extensive transformation is deemed necessary, with commitments aligned with the Commission’s stipulations.
The public can access resources for gambling harm prevention, including the option to self-exclude from all licensed Australian online and phone wagering services through BetStop – the National Self-Exclusion Register. Those affected by gambling can also seek assistance via the 24/7 gambling helpline.
