RESPONSIBLE GAMING

 
 
OUR COMMITMENT & POLICY
 
Singapore Pools, a wholly-owned subsidiary of the Tote Board, is the legal lottery operator established by the Singapore Government in 1968, with a two-pronged purpose – to provide a legal avenue for betting in Singapore to counter illegal betting syndicates, and to channel surplus earnings to benefit the community.

A professionally-managed commercial company, we operate in a way that is sensitive to Singapore’s national values and diverse cultural and religious society.

As a socially responsible gaming operator, we recognise that it is our paramount duty to have in place a high standard of responsible gaming that minimizes harm to our customers. In recognition of our efforts thus far, Singapore Pools was awarded Level 3 Certification of the World Lottery Association (WLA) Responsible Gaming Framework (RGF) Certification Programme on 1 March 2010.


Level 3 Certification by the World Lottery Association represents a significant endorsement from the highest world lottery body, that our key operations covering game design, marketing and sales, distribution, staff and customer education have met the stringent responsible gaming standards of the international lottery industry.
 
Top Level Commitment

Responsible Gaming is a key corporate strategy endorsed by our key stakeholders (Government, Shareholder) and championed by the Board of Directors and Senior Management.

Responsible Gaming is embedded in our Corporate Strategy, Culture & Values. It is more than complying with a set of written policies, rules and manuals. We take great pride in striking a balance between social and economic considerations in all aspects of our business operations. Our gaming standards and measures take cognisance of Singapore’s multi-cultural and multi-religious diversity, as we respond to changing local and global perceptions of gaming and developments in the gaming and other socially-sensitive industries.

  • We have designated departments for responsible gaming research and planning, and communications.
  • An International Advisory panel was established in year 2008 to advise Singapore Pools on global trends and developments, international best practices, and act as a sounding board for our product development and implementation.
  • We allocate 1.6% of total manpower costs per annum towards staff training and seek the appropriate responsible gaming behaviour and values in our staff recruitment and performance appraisal systems.
Extracts of Responsible Gaming Code

Singapore Pools has an established Code of Conduct on Responsible Gaming and a Marketing Communications Code of Conduct that govern our operations. Our retailers are also bound by the Retailer Agreement to sell our products in a socially responsible manner. They and our frontline staff are further trained in the Operating Guidelines that specify our responsible gaming measures and procedures.

Extracts of Responsible Gaming Code

  • We shall design and deliver our products and services in a manner that will not be likely to encourage excessive or irresponsible play
  • We shall not allow betting on credit
Extracts of Marketing Communications & Promotions Code

  • We shall not encourage excessive or irresponsible gambling behaviour or playing beyond one’s means
  • We shall not state or imply that gambling is an alternative to work or employment
  • We shall not state or imply that gambling is a means to financial success or to fulfil dreams
  • We shall not portray gambling as indispensable or as taking priority in life over personal, familial or professional commitment
Retailer Agreement and Operating Guidelines

  • Authorised retailers are bound by the Retailer Agreement to sell our products in a socially responsible manner.
  • Authorised retailers are further trained in the Operating Guidelines that specify our responsible gaming measures and procedures.
  • Only authorised persons that have undergone operator training are allowed to operate the Ticket Issuing Machines (TIMs) and to sell bets. We maintain a register of authorised TIM operators.
Research Into Best Practices

In continuing efforts to improve our responsible gaming practices, Singapore Pools engages established international organizations, GamCare, UK and the Australasian Gaming Council, on a regular basis. Our management staff keep abreast of key business trends and social issues by attending international conferences and seminars organised by the World Lottery Association and the Asia Pacific Lottery Association. Locally, we support programmes and initiatives organised by the National Council on Problem Gambling and the National Crime Prevention Council.

With globalization and in response to changing community values, we have put in place processes and practices that will help us continue to reach higher standards of responsible gaming. We do so with guidance from our International Advisory Panel and international review of our business operations.
Singapore Pools has demonstrated very clearly the operational importance it attributes to the responsible provision of gaming services … significant investment of time and resources had been made to researching and implementing policy and procedure reflecting best practice internationally. - GamCare Review (18 Aug 2008)
 
Scratchit! Games reviewed are not felt to have notable appeal to underage players nor encourage excessive play. - GamCare Review (18 Aug 2008)