Policies

At the SS&A we want to know if you are OK2PLAY?

We want to make it not only acceptable but we are encouraging our patrons to ask for help if they need it.

As part of our ongoing commitment to exceed the expectations of our members, it is our pleasure to introduce the new OK2PLAY? technology platform into our venue.

We know asking for help can be difficult for some. We want to make sure we remove any barriers to reaching out, so we’ve introduced the new OK2PLAY? player protection platform – a simple way that allows any patron to access assistance within our Club should you feel you are struggling.

OK2PLAY? is a new digital player protection platform that checks in with our members in a seamless manner to confirm they feel “OK” to play today.

If you are a member who finds at times, you don’t feel “OK”, please see this as an opportunity to discreetly ask for assistance. The OK2PLAY? platform provides in-venue assistance, at the time you need it. At the push of a button, or by scanning a QR code, a message is sent directly to an onsite senior member of our team, who can reach out.  

We are proud to act as a discreet and empathetic channel for those seeking help. It is the goal is to not only make it socially acceptable to ask for help, but to normalise the conversation and protect the member experience within our venue.  

As an integral part of the community, we have a social responsibility to our patrons, members, and community. By implementing OK2PLAY? we are investing in support and taking our responsibility to our members seriously.  

It is our privilege to continue to provide a venue that offers great dining and entertainment along with exceptional customer service.  

The Albury SS&A Club promotes Responsible Service of Gaming.

There are a number of Help Services readily available if you suspect you have a gambling problem. These services are free of charge and available 24 hours a day.

• GambleAware

• ClubSAFE

clubsafe@clubsnsw.com.au 1800 997 766 Counselling Service 24 hours a day, 365 days a year

• ClubSAFE Multi Venue Self Exclusion

The ClubSAFE Multi-Venue Self-Exclusion
(MVSE) Program is designed to enable people with a gambling problem to self-exclude from venues around where they live, work and socialise.
Over the past decade, self-exclusion
and face-to-face counselling have worked hand-in-hand to assist problem
gamblers. Our staff are trained and able to facilitate your self-exclusion.
Please ask to see the Customer Service
Manager or Gaming Manager.

• LifeLine

13 11 14 24 hours a day, 365 days a year Confidential one-to-one support with a
trained Lifeline telephone crisis supporter

• OK
  TO PLAY? –
  QR codes in venue
  
  
• Uniting
  Care Albury02 6021 7099 593 Olive Street, ALBURY NSW 2640 Gambling Counsellors Phone, online or face-to-face appointments
  – Monday to Friday 9am to 5pm

Our club’s gaming facilities exist for your pleasure and entertainment and it is in your interests that we, as a responsible venue, look to ensure that our members and their invited guests enjoy these facilities in moderation and NOT EXCESS.

The provision of our gaming facilities are supplied according to strict regulations set down by the Department of Gaming & Racing within NSW and participation with such devices in is accordance with the terms and conditions of the SS&A Club’s Articles of Association which outline the Club’s Internal behaviour requirements for their use.

Outside these By-Laws and Government controlled regulations it is by and large the responsibility of each individual member to ensure that their enjoyment of these facilities is within the relative means of their income and spending capabilities.

Notwithstanding these measures, the following points may assist our patrons best enjoy these facilities.

DONT’S

Do not bet more than you can afford.

Do not borrow money to gamble.

Do not gamble to recover loss.

Do not gamble if you are in either an aggressive or emotional state.

Do not attempt to gamble if you are affected by alcohol, drugs or other forms of medication.

Do not make multiple withdrawals from eftpos facilities.

Do not gamble on credit.

Do not let losing upset you.

DO’S

Do seek help if you are gambling more than you can afford.

Do cease gambling once your predetermined spending level has been met.

Do tell club officials if you know or suspect a problem gambler.

Do enjoy gaming but at moderate levels.

KEY POINTS TO LOOK OUT FOR

Often a gambling addiction can be hard to detect. Below is a list of noted research outlining behaviour characteristics which may assist you to identify whether or not you or a friend have a gambling related problem.

Frequent mood swings when gambling or near gaming devices.

Aggressive behaviour towards a gaming machine device or other patrons in a gaming area.

Spending prolonged periods gaming.

Not meeting regular household and living expenses due to lack of money by weeks end or nearest income period.

Constantly attempting to spend more in order to win back what has been lost.

Not being prepared to leave when when the spending level has been met.

Signs of anti social behaviour occuring which are not in the normal course of ones behaviour.

Relationship stress resulting in domestic or other social problems.

Work related problems such as anxiety, high blood pressure, weight loss.

Increased isolation or reduction in social interaction and contact with friends, family or colleagues

The SS&A Club has a policy to serve our patrons in a responsible, friendly, and professional manner

Our staff are on hand, to assist patrons in their decision to drink in moderation and, where appropriate, to help you avoid the dilemmas of combining drinking with driving. Staff will not serve any person under the age of 18 years, nor any patron to intoxication.

• We recognise that it is against the Law to serve any customer to intoxication
• We recognise that it is against the Law to serve or supply alcohol to any customer under the age of 18
• We recognise that it is against the Law to allow intoxicated, disruptive, or violent behaviour to occur on the premises.
• We seek to ensure that no harm comes to patrons as a result of our service of alcohol

Our aim is to provide all patrons with a venue for enjoyment and relaxation. Consequently, the following policies and procedures have been adopted to ensure the Responsible Service of Alcohol:

• A range of drinks are offered on these premises. These include a range of non-alcoholic drinks.
• Non-alcoholic beverages are priced and actively promoted
• Jugs of iced water are provided on most bars on a complimentary basis
• We do not seek to encourage rapid or excessive consumption of alcohol
• Low alcohol beers and mixed drinks are always stocked
• Staff have been acquainted with the House policy and empowered to offer a range of options as an alternative to alcohol if they feel a patron is becoming intoxicated
• Staff will contact the Duty Manager and alert them to a patron’s impending state of intoxication
• The Duty Manager will determine whether or not service should be refused
• If Service is refused, the Duty Manager will politely explain to the patron(s) that the premises cannot legally serve alcohol to the point of intoxication
• Management/Senior Staff will not place other staff in positions where they might come to harm as a result of dealing with violent, intoxicated or disruptive patrons

If you are unsure or have questions about the above information – all of our floor staff are familiar with the RSA procedure and will be able to help you.

As a condition of entry to SS&A the following dress regulations apply:

Acceptable standard at all times – neat casual

• Clean
• Neat and tidy
• In good repair
• In good taste
• Appropriate for the relevant venue within SS&A.

Not acceptable at any time

• Offensive clothing
• Overly revealing or immodest clothing
• Swimwear
• Bare feet
• Bike shorts and leotards
• Gang clothing
• Moccasins, ugg boots or slippers (unless for medical reasons)
• Poor hygiene and unclean clothing

Not permitted after 9pm

• Mens sleeveless singlet tops
• Hats and caps (women’s dress hats, religious or medical headwear accepted)
• Rubber Thongs
• Hoodies

The Duty Manager can refuse entry to anyone if, in their opinion, the person’s standard of dress is considered unsuitable for SS&A.

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The privacy policy sets out The SS&A Club Ltd’s policy relating to the collection, storage and use of personal information. We respect and are committed to protecting your privacy.

The following statement sets out The SS&A Club Ltd’s policy relating to the collection, storage and use of personal information. We respect and are committed to protecting your privacy. That is why we have adopted this Privacy Policy. This Privacy Policy lets you know how your personal information is processed and used. We promise that we will take steps to use your personal information only in ways that are compatible with this Privacy Policy.

1. Compliance with Privacy Legislation
   The SS&A Club Ltd takes seriously its obligation to safeguard personal information about its customers. This policy formalises and strengthens this commitment to our customers. The SS&A Club Ltd complies with the National Privacy Principles (NPPs) in the Privacy Act 2001.
2. Collection of Personal Information
   Personal information is generally defined as information or an opinion that can identify a person. The type of personal information that The SS&A Club Ltd may collect from you will depend upon what dealings you may have with The SS&A Club Ltd. We collect information from you directly and from your use of our products and services.
3. Use and Disclosure of Personal Information
   In general, our policy is that we only use or disclose personal information for the purpose which was either specified or reasonably apparent at the time we collected it. We may also use or disclose it for any other related purpose for which you would reasonably expect it to be used.If The SS&A Club Ltd wishes to use or disclose the personal information in other circumstances it will obtain your consent to do so, other than in exceptional circumstances such as:
   • Where The SS&A Club Ltd reasonably believe it is necessary to protect any person and/or The SS&A Club Ltd’s rights or property; or
   • The use or disclosure is authorised or required by law or is reasonably necessary to enforce or comply with the law (for example, if The SS&A Club Ltd is required to disclose the information to regulatory authorities or in response to subpoenas or warrants).
4. Sharing information with other organizations
   The SS&A Club Ltd will not sell your personal information to other companies. The only circumstances in which external organisations may be given access to your personal information are when our contractors and service providers are helping us operate our business or provide a service to you (for example, a company which helps maintain our computer systems or sends out our mail). We require these organisations to agree to our Privacy Policy and to strict conditions governing how this information may be used.
5. Marketing
   The SS&A Club Ltd will send advertising mail to you:
   • Where the advertising mail is related to the purpose for which the information was collected, or
   • If it would be within an individual’s reasonable expectations to receive such mail, unless you have indicated you do not want to receive such mail.

If you no longer wish to receive promotional information from The SS&A Club Ltd please advise the Administration Officer. You will need to allow us 30 days to amend our records.

1. Cookies
   A cookie is a small data file that may be placed on the computer of a web user (usually in the browser software folder) the first time a computer visits a web site that operates cookies. Cookies are necessary to facilitate online transactions and ensure security. If you do not wish to receive any cookies you may set your browser to refuse cookies. This may mean you will not be able to take full advantage of The SS&A Club Ltd’s online services. The SS&A Club Ltd do not use cookies to keep personal profiles of its customers’ use of the “The SS&A Club Ltd” web site.
2. Security of personal information
   The SS&A Club Ltd will take reasonable steps to protect personal information it collects and ensure it is accurate and up-to-date. Your information is held on secure servers or in storage located in controlled environments. The SS&A Club Ltd employees are required to maintain the confidentiality of any personal information held by The SS&A Club Ltd.
3. Access to Personal Information
   Customers are welcome to request personal information The SS&A Club Ltd holds about them. To obtain a copy of the information we have about you, please come to the Club and complete the appropriate form. We will require personal identification. A copy of your file will be made available within 30 days. We will inform you if a cost applies to finding the information before we perform this task.
4. Changing Information
   If you wish to change personal information that is inaccurate or out-of-date, you may write to the Administration Officer at The SS&A Club Ltd and the record will be changed.
5. Anonymous Transactions
   Where it is lawful and practicable to do so, customers may transact business with The SS&A Club Ltd without providing personal information. For example, customers can use the gaming facilities in the public areas of the Club without being asked for personal details.
6. Sending information overseas
   The SS&A Club Ltd will only transfer personal data overseas in circumstances where information has appropriate protection.
7. Changes in the Future
   The SS&A Club Ltd reserves the right to change its Privacy Policy at any time and notify its customers by posting an updated version of the policy on its website.
8. The SS&A Club Ltd Links to Other Websites
   The SS&A Club Ltd provides links to other websites but as these linked websites are not under its control, The SS&A Club Ltd is not responsible for the conduct of companies linked to its website and we advise you to review the privacy policies of these sites before disclosing your personal information on them.
9. Additional Information on Privacy
   For further information about privacy issues and the protection of privacy, visit the Australian Federal Privacy Commissioner’s website.

There are a number of Help Services readily available if you suspect you have a gambling problem. These services are free of charge and available 24 hours a day.

• G-LINE – 24 HOUR 1800 858 858
• LIFELINE – 24 Hour 13 11 14

The club management is openly available to meet and discuss in private any concerns a member may have in relation to problem gaming.

Such support may include a self ban on gaming or a monitoring role, provided that the individual undertakes mutual consent for the club to assist in this manner.

To further support our role, the SS&A Club DOES NOT provide cheque cashing or credit facilities and it is an offence under the Club’s Articles of Association for members or individuals to solicit monies or loans from other members or club staff on club premises.

By purchasing a ticket or other product through Albury SS&A Club (including from the venue, online or over the phone) you agree to comply with the Terms and Conditions.

These Terms and Conditions incorporate the Live Performance Australia Code of Ticketing practice – Consumer Code (LPA Code), which sets out a code of conduct for the sale of tickets to live events including consumer rights. You can obtain a copy of the LPA Ticketing Code of Practice at liveperformance.com.au.

Purchase of Tickets

Tickets are valid only when purchased through Albury SS&A Club or its authorised sales platform. We reserve the right to cancel and not refund any ticket it reasonably believes has been bought or sold by an unauthorised seller.

In the case of an event cancellation, a refund will be provided to the original ticket purchaser. If you have purchased a ticket from an unauthorised seller, you have no refund right from the Albury SS&A Club and may be at risk of no refund from that unauthorised seller.

Where the Albury SS&A Club has reasonable grounds to believe that you or a person associated with you is seeking to purchase tickets (or has previously purchased tickets) for the purpose of reselling those tickets at a premium to face value, the Albury SS&A Club reserves the right to block that person from purchasing further tickets.

In the interests of maintaining fair access to tickets, there will be limits on the number of tickets that you can purchase.

Refund of Tickets

Ticket refunds will be handled on a case by case basis but all refund requests must be made seven days prior to the event.

Provided that you purchased your ticket through the Albury SS&A Club or from an authorised sales channel, you will be entitled to a refund where:

1. 1. The event is cancelled.
   2. The event is rescheduled and you cannot or do not wish to attend the rescheduled event.
   3. The event is significantly relocated, and the nature of the experience and/or geographic location of the event is fundamentally altered by the relocation.
   4. An event is cancelled due to unforeseen circumstances that arise during the event, leaving the event uncompleted.
2. In the case of event reschedules and relocations, we will advise you of the cut-off date for requesting a refund. The cut-off date will be at least two weeks from the date we advise you of the change. You will not be entitled to a refund if your request is made after the cut-off date.
3. Refunds will be paid to the original ticket purchaser. Proof of identity and and/or proof of purchase (including the original ticket) may be requested.
4. Refunds will be processed using the original method of payment. If the original method of payment was cash, a refund will be issued via cash or on members card.
5. Refunds may not necessarily be available at the time the refund is requested.

Disabled Event Attendees

SS&A Club Albury events will have a disabled Section and we will ensure that anyone with disability will be seated in that area earlier than general ticket holders provided we are advised of the situation.

If you have a carer and they hold a Companion Card please ensure they bring the card to the event.

Please note: It is the responsibility of Companion Card attendees or any person with a disability that needs to use the Disabled Section to advise SS&A Albury prior to the event!