Crown Hotel Lilydale is committed to the highest levels of responsible service and customer care. We have policies and procedures in place to ensure our staff deliver our services in a manner maximizes customer enjoyment in a social environment and minimizes the potential for harm.
Responsible Service of Alcohol Policy
Crown Hotel Lilydale maintains that the responsible service of alcohol is a responsibility shared by both the venue and the customer. For our part, we are committed to the service of alcohol to our customers in a professional and responsible manner, complying with all applicable laws and adhering to endorsed Liquor Service Codes of Practice. We recognize that alcohol abuse and alcohol consumption by minors are serious social issues. Our staff are trained in Responsible Service of Alcohol and actively promote responsible alcohol consumption by our customers. We also require current valid photographic proof of age identification to be provided by young adults before they are supplied with alcohol at our venue.
Responsible Gambling/Customer Care Policy
Whilst gambling is a social activity enjoyed responsibly by the vast majority of customers, Crown Hotel Lilydale recognizes that problem gambling is a serious social issue and that a small proportion of customers are harmed by their gambling activities. Crown Hotel Lilydale maintains that the industry, government, community and individual have a shared responsibility for the promotion, development and practice of responsible gambling. For our part, we are committed to our staff trained in responsible gambling practices to encourage customers to engage with their gambling as a social and recreational activity in a supportive environment.
“This venue is committed to providing the highest standards of customer care and responsible gambling.
Our responsible Gambling Code of Conduct describes how we do this.
Responsible gambling in a regulated environment is when consumers have informed choices and can exercise a rational and sensible choice based on their circumstances. It means a shared responsibility with collective action by the gambling industry, government, individual and communities.”
Our Responsible Gambling Code of Conduct outlines our practices that support our commitment to responsible gambling and customer care.
Crown Hotel Lilydale Responsible Gambling Code of Conduct:
Responsible Gambling Code of Conduct (English)
Responsible Gambling Code of Conduct (Arabic)
Responsible Gambling Code of Conduct (Chinese)
Responsible Gambling Code of Conduct (Greek)
Responsible Gambling Code of Conduct (Italian)
Responsible Gambling Code of Conduct (Spanish)
Responsible Gambling Code of Conduct (Turkish)
Responsible Gambling Code of Conduct (Vietnamese)
The weblink for the Understanding Money website is www.moneysmart.gov.au
The weblink for the Problem Gambling website is www.problemgambling.vic.gov.au
Play Your Way
YourPlay gives you the power to keep track of how much money and time you are spending as you play the pokies in venues across Victoria. You can also use YourPlay to set limits on the money and time you spend on the pokies and you can set your own personal messages or reminders too. When registering for YourPlay, ask a staff member at your local venue to add YourPlay to your Monty’s Rewards card, so you can use both at the same time. YourPlay is a free personal information system and it’s completely confidential. For more information and to register visit www.yourplay.com.au or call 1300 838 031.