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GRC Professional : GRC Spring 2011
27 with our customers and we had to find a way to educate all staff about them and how they had to comply,” she says. “We also knew that the regulatory landscape was about to change because there was competition entering the market which there had never been before and we needed to have staff that were fully educated and completely understood their obligations under the Competition and Consumer Act. “We had to retrain people on things like how to deal with businesses which we used to be in partnership with or how to talk to friends working for businesses who were now our competitors.” designing a training package Ziino had only nine months to design a training package that would not only address the new legislation and compliance issues, but also make it as engaging and accessible as she could to get maximum staff exposure. Ditching the traditional legal presenters who had been imparting knowledge to managers in what staff felt was an uninspiring model, Ziino engaged a new educator who took staff through hands-on, scenario-specific training modules. Feedback indicated the new training was not only teaching staff the relevant legislative issues, but also inspiring them to learn more. “Until we arrived any communications sent out to our retail network were via snail mail. If you had something urgent or a notification that had to get out, it could take up to a week to get that message to them. “We introduced an internet system that staff must log into every morning before they can log on to the betting system so they will get important compliance notifications before they actually start work,” she says. the biggest differences between tabcorp and any other business in australia is the intense scrutiny by the regulatory authorities, coupled with numerous levels of regulation. managing an internal breach One of the best examples of when compliance comes into its own is when something goes wrong, which was one of the main reasons the education package Ziino’s team designed became so important. An internal breach opened the door for better communication between Ziino’s department and the rest of the business on all compliance issues. “That inter nal breach on workplace bullying and harassment was a real eye-opener for those who had little time for us but in fact represented our biggest risk. They were staff talking to customers and competitors and who had the potential for significant breaches of the Competition Act, the Privacy Act and other legislation. We stepped in and did a lot of work in face- to-face training and communication around things like harassment, use of IT facilities, and privacy.” Every Tabcorp employee had to go through this compliance training and Ziino says that at the end staff realised what the compliance and regulatory team actually did and could do for them. “Although online training packages are a good way to introduce staff to compliance issues, it is not something I feel should be relied upon on its own. As part of our training we back it up with online quizzes and competitions like compliance challenges.” “All of what we are doing is building our compliance culture and it has changed the whole attitude of staff and how they deal with us. The company is much more focused on compliance now. A big part of what we did was to grab the attention of senior management on where the regulatory and compliance risks were and how we could assist them and the business to manage them ef fectively and appropriately.”X
GRC Summer 2012