Responsible service

Responsible Service and Customer Care Policies

The Elsternwick Club is committed to the highest levels of responsible service and customer care. We have policies and procedures in place to ensure that all staff deliver our services in a manner which maximises customer enjoyment and at the same time minimises the potential for harm.  Please see tabs below using the “+” for more details.

The Elsternwick Club 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.

Whilst gambling is a social activity enjoyed responsibly by the vast majority of customers, The Elsternwick Club recognises that problem gambling is a serious social issue and that a small proportion of customers are harmed by their gambling activities. The Elsternwick Club maintains that the industry, government, community and individual have a shared responsibility for the promotion, development and practice of responsible gambling. As such, a number of links are provided below to facilitate responsible gambling, and in the event that a patron believes that they are being harmed by their gambling, The Elsternwick Club is a participant in the self-exclusion program administered by the Australian Hotels Association (AHA).

For our part, we are committed to our staff undertaking training in responsible gambling practices to encourage customers to engage with their gambling as a social and recreational activity in a supportive environment. Our Responsible Gambling Code of Conduct outlines our practices that support our commitment to responsible gambling and customer care.

Click here to view The Elsternwick Club’s Responsible Gambling Code of Conduct (Multi Language).

Click here to view information regarding the Australian Hotels Association (AHA) Self Exclusion Program.

Click here to view the website – Moneysmart.

Click here to view Problem Gambling Website.

Click here to view the Victorian Government’s Responsible Gaming Website.