Policies and Culture

2.01 Operators shall implement and follow policies and procedures that will identify, prevent and minimize the risks of harm from gaming to players. These policies and procedures shall be reviewed and evaluated regularly for effectiveness to ensure that they follow industry best practices and that the stated objectives of the policies and procedures are achieved.  All staff, including senior management staff, shall be trained on the content and application of the policies and procedures at the time they are retained by the Operator and at regular intervals after.  

Requirements – At a minimum:

  1. Policies and procedures for responsible gambling must be integrated into the control activities, forming a part of the control activities.
  2. Training for managers and staff on responsible gambling policies and procedures should be in addition to any training on the control activities.  These training programs should be regularly evaluated to include current best practice research and employee feedback. 
  3. As part of regular review of responsible gambling policies and procedures to ensure that they meet industry best practices, Operators and the provincial agencies shall consult with stakeholders, including players and responsible gambling practitioners and researchers, to assess, improve and address the harms associated with gaming. 
  4. As part of the regular review of responsible gambling policies and procedures, staff understanding of the policies and procedures, the fundamental concepts of responsible gambling and problem gambling and the impact of their job duties on player protection shall be assessed.  Any gaps identified must be addressed.

2.02 The OLG and iGaming Ontario shall implement and follow policies and procedures to ensure that their activities facilitate and support the identification, prevention and minimization of the risks of harm of gaming to players. 

Requirements – At a minimum:

  1. Policies and procedures for responsible gambling must be integrated into the control activities, forming a part of the control activities.
  2. Training for managers and staff on responsible gambling policies and procedures should be in addition to any training on the control activities.  These training programs should be regularly evaluated to include current best practice research and employee feedback.