Ms Jackie Murphy:

I will come in here. I do not have the number of self-excluded customers that we would have countrywide, but I will reaffirm what Ms Byrne said. Not only do we keep a record of all of the self-exclusions and interactions that our staff would have with any customer, we train all staff when they join us. They also complete refresher training at regular intervals. They do online modules and one-to-one training with their managers where they get to role-play out some of these situations. Some of these conversations can be very challenging because, as referred to earlier, customers can get a little bit upset and might start threatening about defamation. The bottom line is that our people are looking for changes in behaviour, changes in staking levels, and changes in how people conduct themselves in the shop. Customers can become aggressive if they have been losing money. They can start to hassle other customers to borrow money and so on. Our shop staff look out for all of this and they engage with the customer. This is not done in a confrontational way; it is very much supportive to say, "Let us sit back to take a little time to think about where you are and how your gambling is impacting on you day-to-day, and here is the information". We hope that when they avail of that information, this would take them to the proper addiction services if they are required. It is a difficult situation in retail because we do not have the level of information that one would have online where every transaction is recorded against the customer. The positive aspect of retail is that the majority of our customers are regular customers who know our staff, and our staff would know if the customer's behaviour is different or is changing.