Making a Complaint
If you have a complaint about something in the club, please tell us. We welcome the opportunity to address the concerns of our patrons. Management will endeavour to review the situation and respond as soon as practical to fix the situation.
If the appropriate manager of the club has not resolved the matter to your satisfaction, then you may wish to put your problem in writing to the Board. We will make our best efforts to let you know the result of the review within 30 days. This will include the reasons for the decision and any other steps you can take with your complaint.
If, despite our best efforts, you feel that your complaint has not been dealt with in a satisfactory way, you can contact the Office of Liquor, Gaming and Racing (OLGR) or seek your own legal advice.
For further information or to make a complaint, please contact the following club official:
Name : Ian Lowndes
Position : Chief Executive Officer
Contact Location : Club Office
Telephone : 02 9774 128
Panania Diggers Responsible Service Of Alcohol Policy
Responsible service of alcohol is essential for legal, health and community reasons. Society is now less tolerant of irresponsible consumption of alcohol that leads to violence, disorderly conduct and social problems.
- Panania Diggers is very aware of its responsibilities under the Liquor Act and general community expectations. Accordingly, Panania Diggers will –
- Not serve alcohol to, or allow entry of persons who are intoxicated.
- Not sell or supply liquor to persons under the age of eighteen or persons buying alcohol for minors.
- Prohibit promotional and advertising activities that encourage excessive or rapid drinking or intoxication or unfairly target women or men.
- Allow the Duty Manager to cease the selling of alcoholic shots, doubles or restrict the quantities of drinks purchased at any time.
- Make available free water, non alcoholic or low alcoholic beverages, food and advice on safe travel at all times.
- Actively monitor the behaviour and state of patrons to detect early signs of intoxication or inappropriate behaviour.
- Maintain a reasonable level of security including appropriately licensed personnel where required.
- Establish good communications with Police and patrons and maintain an Incident Register.
- Train all our Staff in Responsible Service of Alcohol practices and the principles of the Bankstown Licensing Accord.
- Respect our neighbours and take all necessary steps to ensure patrons are mindful of our obligations to the good order and quiet of our neighbourhood when on or leaving premises.
- Ensure membership and active participation in the Bankstown Licensing Accord.
Panania Diggers Responsible Conduct Of Gambling Policy
Think! About Your Choices. Call Gambling Help on 1800 858 858 or www.gamblinghangover.nsw.gov.au.
Player Activity Statements are available on request to the Manager on Duty.
Panania Diggers bases its Conduct of Gambling Policy on the ClubsNSW Problem Gambling Policy and Best Practice Guidelines.
These Best Practice Guidelines represent an approach where the environment in which gambling is conducted minimises harm and meets community expectations.
Panania Diggers aspires to achieve a harm minimisation objective in their gambling operations by:
- Providing gambling services and practices that conform to all applicable Acts and Regulations.
- Promoting responsible gambling practices that conform to local community standards and expectations.
- Establishing a patron complaint resolution process.
- Implementing policies to encourage responsible practices in advertising and promotions related to gambling and ensure compliance with relevant legislation.
- Developing a policy that ensures all legislative requirements related to cheque cashing, payment of winnings and financial transactions are implemented and encourages patrons to develop responsible practices in the use of finances for gambling purposes.
- Introducing procedures for handling personal information relating to gambling patrons in a club to protect their rights of privacy.
- Establishing a pleasant and safe gambling environment.
- Informing and training staff on legislative requirements, harm minimisation issues, the risks of not complying with legislative requirements or not adopting and practising harm minimisation strategies and taking appropriate steps to promote patron and employee care.
- Encouraging patrons to take responsibility for their gambling activity through an effective self-exclusion procedure or other mechanisms.
- Informing patrons and staff of the club’s responsible gambling policy and program, the nature of gambling products and the availability of support services for problem gamblers.
- Developing links between the club and relevant community organisations that will provide support and advice for problem gamblers and their families.
- Ensure Staff are required to possess a RCG Certificate through an approved Registered Training Organisation prior to employment.
- Provide Player Activity Statements on request.
Responsible Conduct of Gambling Advertising Guidelines
Registered clubs are bound by the legal restrictions and provisions dealing with advertising, including those which derive from the prohibitions of misleading or deceptive conduct in Section 52 of the Commonwealth Trade Practices Act, the Fair Trading Act, the Registered Clubs Act and Regulation, the Gaming Machines Act 2001, and the Gaming Machines Regulation 2002.
When developing and undertaking advertising and the promotion of gambling this club will give consideration to the following guidelines:
- Ensure that any advertising promoting or giving publicity to gaming machine gambling only appears inside the club’s premises, and cannot be seen or heard from outside the premises.
- Be truthful and accurate at all times.
- Avoid emphasis on winning without balanced recognition that players also are likely to lose. For example, advertising can indicate that gambling is a form of entertainment, but must not reinforce false perceptions and beliefs.
- Avoid advertising that promotes gambling as a solution to financial problems or gives the impression that gambling is a strategy to use for financial betterment.
Avoid conduct or any advertising claim that could be misleading or might deceive the public.
- Use language that customers will understand.
Inform people of applicable terms, conditions and limitations of any offer or contest, including requirements for entry, time limits, prize limits, provisions in relation to the resolution of disputes or problems.
- Don’t be involved in conduct in relation to anyone under a special disadvantage, which would offend the conscience of a reasonable person.
Not deliberately target disadvantaged or vulnerable groups in a manner designed to encourage excessive gambling.
- Not offer a false understanding of how gambling technology works.
- Not supply or use goods and services that are falsely represented.
- Not offer gifts or prizes without the intention of providing them as offered.
- Not offer limited special prices or limited prizes, to misleadingly entice customers (‘bait advertising’).
- Not use alcohol or alcohol related promotions to encourage longer periods of play or higher levels of spending.
- For all visible promotional and advertising matter, include a statement that it is provided for the information of members and their guests. This also applies for audible promotional material.
- Arrange for displays or advertising within clubs that present the gambling content responsibly.
- Have clear guidelines and procedures regarding special offers and club competitions to ensure they are run in conformity with all published and approved conditions.
Have the required G-line information on any ‘player card’ or ‘player activity statement’.
- Not portray people in a way that discriminates against or vilifies a person or section of the community on account of race, ethnicity, nationality, sex, age, sexual preference, religion, disability or political belief.
- Not be aimed at people under the age of 18.
- For permitted forms of gambling advertising such as Keno, is conducted in accordance with the Commercial Television Industry Code of Practice
Gaming Machine Playing Conditions
These conditions regulate and limit the rights and obligations of anyone who plays a gaming machine in the club. You should read them before playing any machine. Do not play any machine if you do not understand and accept all of these conditions.
Playing gaming machines can cause you to lose money. Excessive or addictive playing may cause or aggravate existing health problems.
- No person is required to play any gaming machine or participate in any of the club’s gaming machine operations. Any playing of gaming machines is at your sole option, discretion and risk.
- Player information brochures are available. Please ask a club employee if you would like one. Player brochures are for general information only and if here is any inconsistency between a player brochure and these conditions, then to the extent of the inconsistency these conditions prevail.
- You should not play any gaming machine unless you completely understand:a) how to pay to play it, andb) the combinations that are required for you to win a prize.
If you disagree with anything done by the club in connection with a prize or the playing of a gaming machine, please ask about the club’s complaint handling procedures.
- Gaming machines must not be played by anyone under the age of 18 years as this is a criminal offence.
- These conditions cannot be varied for you personally except by a document that sets out the change(s), expressly refers to these conditions and is signed by an authorised club officer (and by you – instructions need on this point).
- These conditions apply even where separate conditions exist for a particular gaming machine or promotion or prize or gaming machines, promotions or prizes, except only where and to the extent that the club expressly states in writing that it is amending these conditions.
- Payment from a gaming machine may be withheld and the Police called if in the club’s opinion a gaming machine or the circumstances show any sign of use of or interference with the gaming machine which is unlawful or in breach of these conditions or the club has any reasonable suspicion that a gaming machine has been played in breach of these conditions or contrary to law.
- You must not play or attempt to play any machine which the club has marked as malfunctioning or faulty or otherwise in some way marked or indicated as withdrawn from play. The club will not pay any prize won on any such machine.
- A prize will not be paid or awarded where in the club’s reasonable opinion it arises as a result of a machine malfunction or where the winning combination shown has not been registered in the gaming machine. The club’s decision is final.
- If any law which is binding on the club is inconsistent with these conditions, then the law prevails but only to the extent of the inconsistency.
- A player must provide their full name and address and details of the basis on which they are on the club’s premises, with such documentary proof as the club reasonably requires at any time when requested by the club. The club may prevent you from playing or continuing to play any machine if you do not satisfactorily comply with this requirement.
- Club employees and former employees, and contractors and suppliers to the club (and their officers and staff) must observe all restrictions imposed by the club from time to time regarding such persons. Without limiting those general words, an employee of the Club must not play gaming machines whilst on duty nor during meal or rest periods or other breaks from duty. Prizes won by an employee when playing a machine in breach of this condition, will not be awarded or paid.
- Only notes of Australian legal tender are to be used to play a gaming machine and only in accordance with the particular requirements of the particular gaming machine as marked on that gaming machine.
- You may only reserve one machine at any one time and then for a maximum of 15 minutes provided that:
(a) The club may in any particular case decide in its absolute discretion not to allow a machine reservation to continue.
(b) The club has no liability to you if you reserve a machine and, for any reason, that machine is played by some other person or if the club decides to not allow a machine reservation to continue.
(c) Notwithstanding the other provisions of this condition 15, the club may in its discretion, allow particular players or types of players to reserve more than one machine or to reserve a machine for more than 15 minutes.
- The club may reserve any number of gaming machines for the exclusive use of full members or for a particular promotion or activity at any time. If you are not entitled to play a gaming machine under any such arrangement but you do so then you are not entitled to claim any prize won on such a machine whilst it is so reserved.
- A prize will not be paid unless the winning combination is seen by an authorised staff member of the club and verified for payment according to the club’s standard procedure for paying prizes.
- A prize will not be paid if it is won before the opening time of the club, or after the announced closing time of the club.
- The club has the right to ensure that every prize, short pay and gaming machine refill is played off, that is, any remaining playing credit is removed.
- The club may in its absolute discretion at any time refuse to allow any person to play or to continue to play a gaming machine without giving any reason for its decision.
- You must immediately report to an authorised club staff member any gaming machine that is able to be operated without using the correct legal tender or without reducing the credit meter by an appropriate amount or that is malfunctioning or is faulty in any other way, and you must stop playing that machine.
- You must also immediately report to an authorised club staff member, any machine that overpays or pays other than the correct amount for a winning combination, and you must stop playing that machine.
- If you do not report a malfunction as required by these conditions then you may be liable to the club for any loss suffered by the club as a result of or in connection with any such malfunction.
- Any property, including money, left by players in or on an unattended machine must be reported and returned to the club for appropriate action.
- You must not tilt, rock, move, damage or interfere with a machine or do anything calculated or likely to interfere with the normal operation of a machine, or do anything prohibited by law.
- Cheating in relation to a machine is a very serious criminal offence carrying a maximum penalty of $11,000.00 or imprisonment for 12 months, or both, for each offence.
- Prizes are not payable to any player, and may not be claimed by any person, who is under the age of 18 years or who is not either a financial member, provisional member, temporary member, or honorary member, or a bona fide guest of a member on the premises in compliance with all requirements of the law and the club’s Constitution and in the case of a guest of a member playing the machine in the reasonable company of the member concerned.
- Prizes or accumulated credits over $5,000 will, and prizes of less than that amount may at the request of the prize winner, be paid by
(a) crossed cheque payable to the prize winner, or
(b) electronic funds transfer where that is requested by the prize winner and those means are available to the club.
- Monetary prizes and stored or accumulated credits will be paid within 48 hours of a request for payment from the prize winner. The club in its discretion may pay part of a prize, or of stored or accumulated credits, in advance of paying the balance.
- A prize may be awarded in a non-monetary form. Where a prize is awarded in a non-monetary form there is no option to take the prize in any other non-monetary form except as the club may have separately specified in writing for any particular machine or promotion. The prize winner can choose to be paid the prize in money instead of being paid in the non-monetary form. A non-monetary prize will be awarded in the manner and time stated in writing by the club, or if no time has been specified then within 48 hours of a request from the prize winner.
- Where a prize is not awarded or paid immediately after the prize winner has requested it, the club will give the prize winner a written acknowledgment of the prize winner’s entitlement to the prize.
For a monetary prize, the club will pay the prize winner an amount equal to but not exceeding the value of the credits accumulated by the prize winner from playing the relevant machine.
- Except as specified by these conditions or by any law for any particular gaming machine or promotion, all prizes will be paid in cash.
- The club keeps certain records in relation to gaming machines and prizes. Players must cooperate with the club regarding the keeping of those records.
- If any gaming machine operated by the Club is part of an inter-club linked gaming system (no matter what that system is named) then:
a) to the maximum extent permitted by law, progressive jackpots (and other similar prizes) are payable by MaxGaming or any other operator of the linked gaming system alone and the club has no liability to pay, and gives no representation or warranty concerning, any such jackpot, prize or other benefit offered by that operator;
b) any specific conditions applicable to the relevant linked gaming system, including those notified by the operator of the linked gaming system, apply. If there is any inconsistency between the operators conditions and these conditions, then as between you and the club these conditions prevail to the extent of the inconsistency to maximum extent permissible at law;
c) the club may if it chooses act as the representative or agent of the linked gaming system operator, e.g. to facilitate payment of a progressive jackpot or prize. However, that does not waive or affect these conditions, all of which continue to apply.
- The club may immediately withdraw a gaming machine or any progressive system from play if the club in its absolute discretion suspects a malfunction or fault. If the gaming machine is of a progressive type then the club will have it repaired as soon as practicable.
- Only the prize winner may claim or receive payment of a prize. They must do so in person at the club’s premises. The club may in its absolute discretion waive this condition.
- If the club in good faith pays or awards a prize to someone appearing to the club to be the prize winner or to lawfully appointed agent of the prize winner, then to the maximum extent permitted by law that payment or award fully discharges the club from all liability to the prize winner in relation to that prize.
- If the club provides any gaming machine ticket (as defined in the Gaming Machines Regulation 2002 as may be amended from time to time) then:
a) e club may refuse to redeem the ticket if the club is not satisfied that the person claim. The ticket may only be redeemed at the place or places at the club’s premises which are designated by the club.
b) The ticket may be redeemed at the club’s election for cash or by cheque or both.
c) Thing in respect of the ticket is entitled to the ticket or if that person does not provide documentary proof of identity and their signature and provide and let the club take from that documentary proof of identity the following information – their full name and address; the identifying numbers or letters of the document proving their identify; and the full name, address and signature of the person making the claim in respect of the ticket (if different to the person presenting the ticket).
d) Claims may be made for unclaimed tickets at any time when the club is open for trading.
- The club may publish information inside its premises where the prize is won relating to the type or value of any prize won and the venue or geographic location where it was won, even if the prize winner requests in writing that nothing disclosing the prize winner’s identity be published.
- Nothing in these conditions affects anything contained in any Self-exclusion Deed which you may sign. The club is entitled to rely on every provision in any Self-exclusion Deed signed by you (whether or not the deed is titled as a Self-exclusion Deed), despite anything in these conditions.
- Any other specific conditions applicable to any particular gaming machine, promotion or prize apply. If there is any inconsistency between those other ‘conditions’ and these conditions, then these conditions prevail to the extent of the inconsistency.
A member of the club who breaches any of these conditions may be liable to disciplinary action by the club in addition to any disqualification from claiming a prize and any other lawful penalty. A non-member who breaches any of these conditions may be required to leave the club’s premises. Nothing in this condition limits the club’s other legal rights in relation to a breach of these conditions.
- The club may withdraw or amend these conditions at any time in its absolute discretion. Any change becomes operative immediately it is displayed anywhere at the club.
- Any liability of the Club for any breach of a warranty implied by section 74 of the Trade Practices Act 1974 (C’th) is excluded, but only to the extent that the liability relates to death or personal injury.
- Nothing in the Club’s Machine Playing Conditions or these Conditions excludes, modifies or limits (or is intended to exclude, modify or limit) any warranty or term implied or imposed by any law (including the Trade Practices Act, 1974 (C’th) and Fair Trading Act 1987 (NSW)) which may not, under the terms of the law, be excluded, modified or limited.
We are bound by the Privacy Act 1988 and the Australian Privacy Principles (APP). For more information visit: www.oaic.gov.au.
COLLECTION OF PERSONAL INFORMATION
Panania Diggers collects personal information such as name, date of birth, gender, information in identification documents (for example, passports or driver’s licence) and in proof of age documents; residential and postal addresses, phone numbers, fax numbers and email addresses.
It may be necessary for us to collect personal information when you:
- Join Panania Diggers or one of our Intra-Clubs;
- Participate in our events and activities;
- Use our services or purchase our goods;
- Contact us for further information, or to express an interest or make a booking for functions,
- Participate in our surveys and other types of research;
- Participate in the management and conduct of our Club and its Intra-Clubs;
- Provide us with feedback;
- Enter a promotion, sweepstake, or contest conducted by or on our behalf;
- Participate in an incentive, loyalty or self-exclusion system or scheme in respect of our goods and services;
- Visit, or use the functionality on our website;
- Submit a job application or resumé;
- Report an incident or occurrence;
- Opt in to use a Panania Diggers social media application.
In some cases, sensitive personal information may need to be collected. Any and all sensitive information is only collected with your consent or where required by law or permitted by the Privacy Act.
It is generally not practical to remain anonymous or to use a pseudonym when dealing with Panania Diggers as we usually need to collect your personal information in order to give you access to Club premises, to provide goods and services to you, or for you to participate in our events and activities.
HOW WE USE YOUR INFORMATION
Panania Diggers uses your information in order to carry out its responsibilities, duties and activities as a registered Club, to better understand your needs and to provide you with better goods and services. Without limitation, Panania Diggers may collect, hold, use and disclose your personal information:
- In respect of the supply of our goods, services, events or activities
- To deal with your enquiries or customer service issues
- For record keeping purposes, including records of your communications with our customer service representatives
- To keep you up to date with our goods, services, events or promotions that may be of interest to you through a variety of channels
- To administer promotional, loyalty and or self exclusion schemes and programmes
- For planning, product development, marketing or research purposes
- In relation to any employment application
- To fulfil our obligations under the Registered Clubs Act, the Liquor Act, Gaming Machines Act, other applicable laws and regulations or the Panania East Hills RSL Club Limited Constitution and By Laws.
USE AND DISCLOSURE OF PERSONAL INFORMATION
In order to provide our goods and services to you, we have appointed organisations or may appoint in future other organisations to carry out activities on our behalf.
These may include, for example, mailing houses, market research organisations, professional service providers and advisers, third party suppliers and agents.
These third parties may have access to your personal information needed to perform their functions and activities but are subject to restrictions not to use that information for other purposes.
We may also disclose personal information about you to third parties including law enforcement and regulatory bodies, in the event of a merger or demerger, or when we are required or permitted to do so under law.
QUALITY OF PERSONAL INFORMATION
Panania Diggers aims to ensure that your personal information is accurate, complete and up to date. To assist us with this, please contact the Club’s Reception or our Chief Executive Officer if any of the details you have provided have changed. Further, if you believe the information we hold about you is not accurate, contact us and we will use all reasonable efforts to correct the information. No fee applies to correct personal information.
ACCESS TO PERSONAL INFORMATION
The Privacy Act allows individuals to access and alter the records Panania Diggers holds containing their personal information. If you wish to access the personal information Panania Diggers holds, please provide a written request to our Privacy Officer.
DIRECT MARKETING AND OPT-OUT
Panania Diggers may use your personal information for the purpose of marketing our goods and services.
If, for any reason, you would like to be removed from our mailing lists, please complete one of the following:
- Select “I do not wish to receive information from Panania Diggers about its offers and promotions” on your membership application or when renewing;
- Select “unsubscribe” on electronic communications;
- Email our Administration team (email@example.com).
SECURITY AND STORAGE OF PERSONAL INFORMATION
Panania Diggers is committed to ensuring the security of your personal information and we take all reasonable precautions to protect such information from loss, misuse,alteration and or interference. Panania Diggers does not hold any of your personal information outside Australia.
If you wish to make a complaint about Panania Diggers’ use of your personal information, please put your complaint in writing, providing as much detail as possible, and forward it to the Chief Executive Officer, who will (or his or her delegate), investigate the complaint and will provide you with a written response following the completion of the investigation.
COOKIES, THIRD PARTY LINKS AND USE OF OUR WEBSITE
“Cookies” (ie small text files placed on your computer when you first visit the site) are used on our website. Most browsers now recognise when a cookie is offered and permit you to refuse or accept it. If you are not sure whether your browser has this capability, you should check with the software manufacturer or your Internet service provider.
Cookies are primarily used to enhance your online experience. If you visit our website to read or download information, much of the information we collect is statistical only (eg, the domain from which you accessed the Internet, the date and time you accessed our site, and the Internet address of the website from which you linked directly to our site) and not personally identifiable. Panania Diggers uses such information to make our site more useful and attractive to you.
You have several choices regarding your use of our website. In general, you are not required to provide personal information when you visit our website. However, if you apply to receive information about our goods, services, activities or events or wish to apply for a job, provision of certain personal information will generally be required.
Please note the Panania Diggers’ website may contains links to other websites maintained or operated by third parties which are provided for your convenience.
Panania Diggers is only responsible for the privacy practices and security of its own website.
Panania Diggers recommends that you check the privacy policies and procedures of other websites that you visit.
CHANGES TO THIS POLICY
Accordingly, we recommend that you check that noticeboard and this page from time to time in order to review the current policy.
OUR PRIVACY OFFICER
Further information on Panania Diggers’ privacy policies and procedures can be obtained by contacting the Chief Executive Officer using the contact details below:
The Privacy Officer
28 Childs Street
Panania NSW 2213
Telephone: 02 9774 1288
Attention parents and adult supervisor’s with children
Panania Diggers is licensed premises primarily for the use of members, guests and other adults. The Club also prides itself on being a family environment and welcomes children under the age of eighteen in the company of a responsible adult.
You are directed to the following rules for minors on Club premises which are designed to allow all patrons to enjoy the amenities of this Club. Parents and Caregivers should consider other members and their guests who do not wish to have their Club visit interrupted by unruly and unsupervised children.
Staff have the right to direct Parents/Caregivers to take children off premises for breaches of these rules:
- Children are welcome in the Bistro, Auditorium and The Green in the company of a responsible adult.
- Children are required to be escorted to internal dining areas and toilets by an adult.
- Children may not approach the bar or gaming areas.
- Children must not behave in an abrupt, loud or unruly manner or be violent or aggressive to other children.
- No bullying will be tolerated. Bullying is where one or more children deliberately and/or repeat abuse of power over another child. It can be verbal, physical or psychological abuse that is intended to cause harm.
- All patrons using the Club must enter through the Club Reception and observe the appropriate sign-in procedures.
- It is a legal requirement that children must never be left unattended whilst on Club premises.
- Children must vacate the Club by 9pm each evening and by 10.30pm on a Friday and Saturday evening. The Duty Manager may make an exception for private functions held in the auditorium.
- Children and adults must not engage in rough play, ball sports or run. Balls, skateboards, ride on toys and scooters are strictly prohibited.
- The rules of the playground must be observed at all times.
- Persons entering these Club grounds and using the amenities do so at their own risk. No responsibility will be accepted for accidents, theft or injury.
- Members are responsible for the behaviour of their guests and children whilst on Club property. You will be asked to vacate the Club should your children or guests ignore these directives, members will be suspended pending their appearance before the Board of Management.
- This venue serves beverages in glassware, children must have footwear on at all times. Parents should consider the weather conditions and attire their children appropriately.
- A fenced playground is for use for children aged between 2 – 12 years.
- A second playground is available for children aged between 8 – 14 years.
- Children must be supervised at all times by a responsible adult.
- No glass to be brought into the playground or train.
- No smoking permitted within playground or train.
- No food permitted within playground or train.
- No alcohol permitted within playground or train.
- No climbing permitted on the roof structure or train.
- No rough play permitted which may injure other children.
- On sunny days this equipment may become hot. Please check that the surface is safe for your children before allowing play.
If you require any further information, please contact Club Administration.
Chief Executive Officer