Responsible Gambling

Introduction

The Lottery Office is the online sales division of Global Players Network Pty Ltd, which has been operating in the global lottery market since 2003. Since September 2018, The Lottery Office has provided a legal, safe, and secure online service for our customers to participate in some of the world’s largest jackpots. We are licensed and regulated by the Northern Territory Government of Australia. Our operations and financials are regularly audited in compliance with our regulatory requirements. Proudly, Australian owned and operated, The Lottery Office is committed to transparency, security and responsible play.

What is Harm Minimisation

The Northern Territory Government’s Internet Gaming Code of Practice for Harm Minimisation 2024 (NT Code) came into effect on 1 July 2025. It stipulates three key initiatives that all licensed internet gaming operators must achieve:

1. Informed choice: the ability for an individual to make an informed decision on whether to engage in gaming activities
2. Consumer control: demonstrates measures designed to assist individuals and their actions, and be sufficient to address the variety of gaming options offered
3. Regulatory obligations: ensures the internet gaming operator provides a safe gaming environment and conducts their business with integrity.

The purpose of this NT Code is to reduce the negative impacts that problem gambling can have on an individual, their finances, family, friends, workplace and their health. To learn more about the specific harms associated with problem gambling you can view the full NT Code here.

Purpose of The Lottery Office Harm Minimisation Code of Practice

This code has been developed to establish best practices for promoting safer play. Our purpose is to provide customers with relevant information and effective harm minimisation tools empowering them to play responsibly and within their means. We are committed to assisting our customers to make informed decisions when playing lottery games with us. The code applies to all customers of The Lottery Office and its staff. It is subject to regular review to ensure it remains effective, relevant and aligned with the NT Code. 

The Lottery Office commitment to Harm Minimisation

The Lottery Office is committed to maintaining the highest standards of responsible gambling. We recognise that the long-term sustainability of our business relies on providing a safe, supportive and transparent environment for all players.

To achieve this, we have integrated harm minimisation principles into our corporate strategy and daily operations. Specifically, we have implemented measures across the following categories:

Provision of Information

We provide clear overviews of our harm minimisation policies and procedures, along with links to self-assessment tools and external support programs for gambling related assistance.

Detailed but easy to follow information is provided for all our gambling products. Customers also have access to their full transaction and spending history, allowing them to determine:

• How much they have spent over specific periods
• Their winnings and cash withdrawals
• Whether their gambling pattern is stable, intermittent or escalating.

Our terms and conditions are written in plain language and set out the powers we reserve to uphold consumer protection and social responsibility. Applicants must confirm that they have read and understood these terms and conditions before participating. We also provide a step-by-step process guide to our voluntary self-exclusion process, making it simple and accessible for those who wish to take a break or stop gambling altogether.

Interactions with Trained Staff

Our customer support staff are available via internet or telephone to assist with a wide variety of questions and concerns including assistance with potential gambling issues, setting spend limits and accessing harm minimisation tools. We maintain a detailed register of all customer interactions, including the nature of the contact and relevant outcomes. We also recognise cultural and geographic diversity of our customer base and understand how this may affect individuals' circumstances and familiarity with our gambling products.

To ensure the highest standard of our service, our customer support staff undergo continuous training. This includes education on our products and services, how to identify signs of potential harm, and how to provide respectful, informed and meaningful advice.

Harm Minimisation

At The Lottery Office, our terms and conditions, website content, game rules, spending limits and operating procedures are all designed to assist you to manage your gambling responsibly.

In addition, we proactively monitor customer spending patterns to identify potential concerns and where necessary, engage with customers in a respectful and sensitive manner. In addition to working collaboratively with you, we have mandatory practices and procedures that we can employ for your protection.

We strongly encourage all customers to set pre-commitment spend limits which, for clarity, we refer to as a "weekly spend limit" based on their personal circumstances and to review their transaction history on a regular basis to adjust those limits as necessary or prudent.

Self-assessment tools are easily accessible through direct links on our website. These tools may help you to evaluate your gambling behaviour and determine whether it's appropriate to reduce your spending, take a temporary break from access to our lottery games or even elect permanent self-exclusion.

During customer interactions, our customer support officers (CS officers) remain vigilant for signs of confusion or misunderstanding. These may relate to: game rules; the fact that lottery is a game of chance; the randomness of winning; our terms and conditions and the relevant services we provide. Where such cases arise, our CS officers aim to clarify any confusion or misunderstandings and, where necessary, refer the matter to either the Harm Minimisation Liaison Officers or management for appropriate action in the interest of the customer.

Using or attempting to use our services while under the influence of alcohol or drugs will generally result in a suspension of account for further customer contact and assessment.

Exclusion Provisions

We provide clear and easily accessible self-exclusion tools on our website. Customers can initiate exclusion independently, or they may contact our customer support team for guidance and assistance throughout the process.

In addition to voluntary self-exclusion, we have developed and implemented comprehensive problem gambling policies and these incorporate mandatory exclusion provisions for individuals identified as experiencing or at risk of problem gambling, in accordance with our regulatory and harm minimisation principles.

Privacy Protections

Our privacy policy complies with all relevant Australian privacy legislation and is designed to safeguard the personal information and interests of our customers.

Summary

Our approach to harm minimisation is continuously reviewed and refined to ensure compliance with Government requirements and to support lottery play as a positive, low-risk activity for our customers.

As outlined in our Harm Minimisation Code of Practice, we have implemented a range of measures designed to inform, support and protect our customers. These include:

• Access to responsible gambling resources
• Tools to set personal spending limits
• Easily accessible self-exclusion tools
• Early intervention strategies for at risk behaviour.

We are committed to empowering our customers and employees with the information and tools they need to make informed choices and engage with our products responsibly. To support this initiative, we provide further details on some of our important initiatives.

Protecting Minors

As part of our commitment to harm minimisation and in alignment with the NT Code, we are dedicated to protecting minors from exposure to gambling-related harm. We implement strict age verification measures to prevent access to our services by individuals under the age of 18.

Our marketing and advertising activities are carefully designed to avoid targeting or appealing to minors. We clearly communicate the legal age for participation in all relevant content and campaigns.

Our trained customer support team plays a critical role in this effort, remaining vigilant for signs of underage engagement and responding promptly to any concerns. All staff receive ongoing training on responsible gambling practices, including protocols for identifying and addressing potential risks to minors.

Pre commitment and spend limits

As mentioned, the Lottery Office strongly encourages all customers to set a personal spending limit when creating an account using our pre-commitment feature which, for clarity, we refer to as a “weekly spend limit”. In addition, we must set a mandatory maximum weekly spend limit for all players but encourage everyone to assess how much they can afford to spend at the outset and set personal limits accordingly. You can decrease your spending limit at any time, with changes taking effect immediately. However, any increase to your spending limit will take 72 hours to come into effect.

Harm Minimisation Register and Exclusion

As part of our commitment to harm minimisation, The Lottery Office maintains a Harm Minimisation Register and provides a clear process for both self-exclusion and operator-initiated exclusion. These measures are designed to support customers who may be experiencing gambling-related harm or who may be at risk.

All our team members must uphold this process with professionalism, sensitivity, and in line with regulatory requirements. Customers requesting exclusion must be treated with respect, urgency and offered clear guidance on the steps involved. All relevant interactions must be documented accurately and also record the references to the support resources offered on our website. Our goal is to ensure that our customer support measures are effective.

We must also ensure that exclusion measures are consistently applied and that affected individuals are supported throughout the process.

Complaint handling process

The Lottery Office maintains a formal, documented complaints handling process to ensure all matters are addressed fairly and resolved within an appropriate timeframe. Complaints may be submitted to our customer support team via email, telephone, or live chat. All complaints are responded to in a timely manner, with full details recorded in our Complaints Register to be reviewed by the Harm Minimisation Liaison Officers and management to ensure accountability and continuous improvement.

Privacy Policy and T&Cs

All customers and visitors to our website have access to our terms and conditions and Privacy Policy, which outline the rules of participation, user responsibilities, data collection practices, and how personal information is stored, used, and protected. By using our services, customers and visitors acknowledge and agree to these terms, which are designed to ensure a safe, transparent, and compliant online lottery experience.

Last updated on 1 July 2025