At Tabcorp, we are committed to responsible gambling and to delivering our products responsibly and supporting a well-regulated and responsible industry, characterised by integrity at all levels.

Customer Care | Tabcorp

Customer Care

At Tabcorp, we are committed to delivering our products responsibly and supporting a well-regulated and responsible industry, characterised by integrity at all levels.

Caring for people is at the heart of a sustainable business

We are committed to being a leader in promoting responsible gambling, and we support government backed consumer protection initiatives for responsible advertising.

It's our goal to equip people with information and resources to help them make informed decisions about how they gamble.

We take responsible gambling seriously. More than simply following the letter of the law, we strive to actively minimise potential harm to customers. 

This means working with our partners on initiatives such as education campaigns, self-exclusion programs, research and supporting counselling services.

Our customers are adults, and we respect their freedom to make their own choices – except in specific situations where individual safety is compromised.  Meaning when a customer informs us they need help directly, or when Tabcorp analysis indicates the customer is displaying signs of problem gambling behaviour that present an unacceptable risk.

Respect The Customer Decision

We distribute ‘helpful yet human’ educational messages along with legally required messages to give our customers the right information, at the right time, to make their own decisions.

Enable Informed Choice

We always put our customers first, especially when designing new products. From a fresh idea to product design and implementation, customer needs are central to everything we do.  That’s why our products support our customers and our business.

Customer Care By Design

We develop gambling management tools to minimise harm and enable our customers to make informed choices.  From implementing self-service tools to AI that helps us better understand our customers and our business – our commitment goes both ways.

Create Tools That Care

We unlock insights that help us understand the impact our products, services and experiences have on our customers.  We harness technology and human sourced data, and use it with integrity to further benefit our customers - and our business.

Analyse Customer Behaviour

We equip our people with the training to know when and how they should interact with customers; from providing customers with helpful self-service tools online, to knowing when to step in and address high-risk behaviour in a retail location.

Interact Responsibly

We endeavour to protect our customers and minimise harm, we do this by placing restrictions and exclusions on our products and services when either; a customer informs us they wish to self-exclude, or, when Tabcorp analysis indicates the customer is displaying signs of problem gambling behaviour that present an unacceptable risk.

Provide A Safety Net

Tabcorp has developed a Customer Care Mission and set of principles for responsible gambling designed to strengthen our commitment to the responsible provision and use of our products:

Tabcorp’s Customer Care Mission

TAB has a suite of online tools that customers can use to manage their gambling through their online account. TAB also operates the Betcare self-exclusion program in all of its Victoria and New South Wales TAB agencies, as well as in some pubs and clubs.  Responsible Gambling is for everyone. If you would like to know more about Responsible Gambling or require assistance managing your gambling, further information is available on TAB’s Responsible Gambling site.

Wagering

We support the community and our partners to foster a healthy and responsible gaming industry, including the Australian Hotels Association who administers the self-exclusion program available to gaming customers in Victoria's pubs and clubs. Further information for Victorian customers is available at www.ahavic.com.au or by phoning the Self Exclusion Officer on (03) 9654 3491. For more information on the tools available to you or if you require assistance managing your gambling, contact your local venue, visit their website or contact the National Gambling Helpline on 1800 858 858 or www.gamblinghelponline.org.au.

Gaming

We deliver a range of tools to support customers.

Tools to help customers manage their gambling

Our Responsible Marketing and Advertising Position Statement supports our mission to deliver our products and experiences safely and responsibly and set the benchmark for sustainability in our industry.

More than simply following the letter of the law, we actively take steps to minimise potential harm to customers, and support government backed consumer protection initiatives for responsible advertising. 

Responsible Marketing and Advertising Position Statement (July 2023).pdf

Responsible Marketing and Advertising Position Statement

The vast majority of people enjoy gambling responsibly. However, for some people gambling can become a problem. Help is available for people who feel they may need assistance in managing their gambling or others who may be adversely affected by gambling. Free, independent and confidential counselling and support is available 24 hours a day, 7 days a week in each state via Gambling Help Online.

Counselling & Support Services

We have developed a Responsible Gambling Codes of Conduct for wagering. This Code is responsive to the individual circumstances of our business and customers. In some jurisdictions, it is mandatory for our business to adhere to the relevant government’s Codes of Practice. The Responsible Gambling Codes of Conduct and manuals for the Tabcorp Group are available from the following link which lists out the relevant codes and manuals.

Responsible Gambling Codes and Manuals

Customer
Care

Respect@Work Position Statement (Dec 2023) (1).pdf

Respect@Work Position Statement

Tabcorp Modern Slavery Statement 2023.pdf

Modern Slavery Statement 2023

Tabcorp 2024 Corporate Governance Statement.pdf

Tabcorp Corporate Governance Statement 2024

ASX Appendix 4G 2024.pdf

Appendix 4G - Key to 2024 Corporate Governance Disclosures

Brett Chenoweth is a Director of EVT Limited (from December 2022), and holds various unlisted company directorships including CDC Data Centres, Retire Australia, One New Zealand Group Limited (previously Vodafone New Zealand Limited), Madman Entertainment and Surfing Australia Limited.

Brett Chenoweth

Bruce Akhurst serves as an Executive Director on an interim basis while MD & CEO Elect, Gillon McLachlan, undergoes the required regulatory approvals process. Bruce served as Chairman from June 2022 to October 2024.

Bruce Akhurst

David Gallop AM is Chairman of Step One Clothing Limited (from October 2021), Venues NSW and Alacria Pty Ltd. He is also on the Board of Cricket NSW. 

David Gallop AM

Janette Kendall is a Director of Vicinity Centres (from December 2017) and KM Property Funds Limited. 

Janette Kendall

Justin Milne is a former Chairman of NetComm Wireless Limited, MYOB Group Limited, Australian Broadcasting Corporation and pieNETWORKS Limited, and was a Director of NBN Co Limited, SMS Management and Technology Limited, Members Equity Bank Limited and Basketball Australia Limited. 

Justin Milne

Raelene Murphy is a Director of Elders Limited (from January 2021), Bega Cheese Limited (from June 2015) and Integral Diagnostics Limited (from October 2017). 

Raelene Murphy

Karen Stocks is currently Vice President, Global Measurement Solutions at Google Inc. 

Karen Stocks

Gillon McLachlan joined Tabcorp on 5 August 2024 in an Observer capacity, and will assume the role of Managing Director and Chief Executive Officer upon receipt of all necessary regulatory approvals.

Gillon McLachlan

Jenni Barnett commenced as Chief Customer Officer with Tabcorp in June 2022 following the completion of Tabcorp’s demerger of its former Lotteries and Keno business.

Jenni Barnett

Sharon Broadley joined Tabcorp in October 2010 as General Manager Talent and Organisational Development and was Tabcorp’s General Manager Employee Experience. She commenced as Chief People Officer of Tabcorp in June 2022 following the completion of Tabcorp’s demerger of its former Lotteries and Keno business.

Sharon Broadley

Neil Carabine commenced as interim Chief Legal Officer in June 2024.

Neil Carabine

Robert Fraser commenced as Chief Transformation Officer in January 2023 and was previously General Manager Transformation and Separation at Tabcorp since April 2022. 

Robert Fraser

Mark Howell commenced as Tabcorp’s Chief Financial Officer in April 2024 (subject to regulatory approval).

Mark Howell

Damien Johnston commenced as Commercial Director in April 2024 after serving as Interim Chief Financial Officer (CFO) from September 2023.

Damien Johnston

Paul O’Rourke commenced as Chief Risk Officer in June 2024.

Paul O'Rourke

Alan Sharvin commenced as Chief Information Officer with Tabcorp in June 2022 following the completion of Tabcorp’s demerger of its former Lotteries and Keno business.

Alan Sharvin

18 weeks of fully flexible paid parental leave.

Paid Leave

Leave for IVF, pregnancy-related illness or loss.

Parental Support

More flexibility to balance your work and personal life.

Purchased Leave

Options to work in ways that suit families.

Flexible Work

Up to four weeks paid leave which can be taken flexibly for any gender affirmation-related activity.

This could include flexible hours, temporary adjustments to work responsibilities or working from home.

A financial allowance of up to $2,500 (net of any withholding or other amount) for costs related to any part of the gender affirmation process.

Financial Allowance

Up to 10 days’ gender support leave to care for a family member or someone in your household who is going through a gender affirmation process.

Carer's Leave

Federal Government’s Workplace Gender Equality Employer of Choice for the seventh year running.

Employer of Choice

To help reduce gender imbalance across our work environment.

Women’s Mentoring Program

Gender balance is addressed throughout Tabcorp training.

Education

Continually updated targets for percentages in Senior Management positions.