Responsible Play

We’re committed to supporting responsible gambling by providing players with clear information, practical tools and access to help if they may need it. We do this to help customers stay informed and in control of their play.

Our Responsible Play Program integrates policies, processes and tools into our game design and delivery to help reduce the risk of gambling-related harm. We provide players with clear information, practical tools and access to help if they may need it, helping customers stay informed and in control of their play.

The program forms part of our broader customer-protection approach, which comprises five interconnected areas: responsible play measures, marketing safeguards, privacy protections, complaint handling and customer support.

Training Our People and Network Partners

Our commitment to responsible play starts with our people. All team members are required to undertake responsible gambling training at induction and annually thereafter. Contact Centre, Marketing and Retail teams complete additional role-based training.

Our retail and venue partners play a critical role in promoting responsible play. We provide education and training on minimising gambling harm and The Lottery Corporation’s regulatory and legislative requirements.

Compliance Across Our Retail and Venue Network

Our retail and venue partners are required to undertake mandatory audits to support compliance, including responsible play requirements, with any non-compliance required to be rectified.

The audits assess compliance with responsible play and gambling harm-minimisation measures, including signage requirements, preventing the sale of products to minors and identifying signs of potential problem gambling.

Customer Contact and Support

Customers can contact us through online chat via The Lott website, online form submission, email, a dedicated phone line with interactive voice response self-service options available 24 hours a day, seven days a week, and in-person prize payments at our offices.

Our Contact Centre supports lotteries and Keno customers, outlets and venues seven days a week, including for responsible gambling enquiries.

Responsible Marketing and Advertising

Our marketing governance processes are designed to support compliant and accurate customer communications.

Responsible play principles are embedded within our marketing and advertising development and approval processes. These encompass regulatory obligations, voluntary provisions through industry codes such as the Australian Lottery Blocs Code of Practice, and The Lottery Corporation’s internal advertising principles.

For more information about our FY26 community contributions, download our 2026 Voluntary Sustainability Report here.