The organisers of the Regulating the Game conference have announced the latest addition to its 2025 Masterclass Series in Sydney: “Beyond Compliance – Safer Gambling Training and Building a Culture of Customer Care,” presented by the renowned Jay Robinson, chief stakeholder relations officer at Focal Research Consultants.

With over 20 years of global experience in developing and delivering impactful training programs across jurisdictions—from pubs and clubs to casinos and online operators—Jay is a leading voice in creating safer gambling environments that transcend compliance. Jay’s approach focuses on building a culture of customer care that prioritises player protection and staff well-being while enhancing the overall gambling experience.

Why attend this masterclass?

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Great training is more than ticking a compliance box—it is the foundation of cultural transformation and customer care. This masterclass will delve into:

How industry leaders, regulators, and frontline staff can embed a culture of safer gambling.

The critical role leadership plays in sustaining training initiatives.

Strategies to extend the reach and effectiveness of safer gambling programs, improving customer experiences, reducing staff burnout, and driving long-term benefits for operators and stakeholders alike.

“Effective gambling staff training must meet the real needs of both staff and customers, ensuring that safer gambling practices become second nature. This masterclass is about empowering organisations to go beyond compliance, fostering a culture of care and leadership that makes a lasting impact,” said Jay Robinson.

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Who should attend?

This masterclass is essential for operational leaders, C-suite executives, regulators, and anyone committed to advancing safer gambling initiatives. Participants will leave with actionable insights and tools to lead cultural change, elevate training outcomes, and strengthen their organisation’s reputation.

Regulating the Game: A leading global event

The Regulating the Game conference has established itself as a flagship event, bridging the gap between regulators, industry professionals, and stakeholders. Now entering its fifth year, the conference continues to attract world-class speakers and attendees, driving innovation and inspiring meaningful discussions on policy, regulation, and sector challenges.

The Advertising Standards Authority (ASA) has partnered with the Gambling Regulatory Authority of Ireland (GRAI), the new statutory body that, once established, will be responsible for the licensing and regulation of gambling services in Ireland, to streamline the process for complaints around advertising for gambling.

GRAI will now advise consumers they can direct complaints around gambling advertising to the Advertising Standards Authority.

Under the new partnership, ASA and GRAI will work collaboratively on triaging complaints around marketing communications for gambling in Ireland. In this regard, the GRAI will in future deal with complaints regarding entities who hold a licence with the organisation, whilst the Advertising Standards Authority will handle other complaints.

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This strategic partnership follows the recent collaboration between ASA and the Irish Film Classification Office (IFCO) to streamline the complaints process for advertising in cinemas and cinema-related promotions across other media outlets.

Additionally, ASA has signed a Cooperation Agreement with Coimisiún na Meán, the statutory body responsible for online safety and media regulation, to establish a cooperative framework on shared interests in advertising and commercial marketing communications. These initiatives further solidify the organisation’s leadership in the Irish advertising sector, fostering confidence and trust in advertising standards.

The partnership between ASA and the GRAI reinforces the commitment of both organisations to ensuring that gambling advertising content adheres to the high standards of the Advertising Standards Authority Code.

“We are delighted to partner with GRAI, a new organisation that will help to safeguard the public from problem gambling, particularly protecting children from accessing places or services where gambling activities are offered. The aim of the Advertising Standards Authority is to ensure that advertisements are legal, decent, honest and truthful for consumers. This partnership underscores our shared commitment to protecting consumers, and, by joining forces, we will remain dedicated to ensuring that the public can easily access information on responsible gambling advertising,” said Orla Twomey, Chief Executive of Advertising Standards Authority.

“The GRAI, once established, will protect the public by promoting a gambling sector that operates transparently and in accordance with the laws of Ireland, particularly the Gambling Regulation Act 2024. This Act contains a number of restrictions on licences in relation to advertising, social media and more. It will also create awareness of problem gambling and establish safeguards to address it. By working with the Advertising Standards Authority, as the GRAI’s powers are commenced, we will aim to address any concerns raised by the public about advertising in and surrounding gambling promptly and effectively, in line with the Advertising Standard Authority’s code. Our partnership reiterates our commitment to safeguard the public, and to ensure they are informed and protected by upholding the highest standards of marketing communications,” said Anne-Marie Caulfield, CEO Designate, GRAI.

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