Media Release – 18 October 2021

MAX provides over $165 million in fee relief to our customers since the onset of the pandemic

The impact of COVID-19 has been challenging for many and continues to affect our everyday lives. The gaming and hospitality industries have experienced these impacts like few others. Our support and focus are with our clients, industry partners, their teams, and our people who are navigating these challenges to business and home life.

At MAX, we’ve remained agile under rapidly evolving conditions, keeping abreast of government health directions and amendments across Australia since the pandemic began in March 2020.

Our Venue Partners

For our venue partners, we’ve implemented a range of fee relief measures, while continuing to provide services where possible. To be equitable, fair, and within the spirit of current and future partnerships, we suspended financial obligations. Since the onset of COVID-19, MAX has provided over $165 million in fee relief to our customers nationally (as of September 2021).

We’ve already received feedback from our customers, who have told us how critical this support has been to them. Several have said without the suspension of fees, their businesses would have struggled to emerge from lengthy and repeated lockdowns.

ClubsNSW CEO and Clubs Australia Executive Director, Josh Landis, says Tabcorp’s continued support over the past 18 months has been vital.

‘Clubs right across the country have been hit hard by COVID-19 and the subsequent industry shutdowns, so to have Tabcorp lend a helping hand in the way of fee relief and other measures has been greatly appreciated. On behalf of our member clubs, I want to thank them for everything they have done for our industry.’

How we’ve continued to support our customers:

  • Our Help Desks and Service Support Centre have remained open and accessible for our venue partners.
  • Where possible, we’ve worked with venues to help socially-distance gaming floors to maximise their operational capacity.
  • MAX’s team of field technicians have been available to complete essential COVID-Safe work, where permitted
  • We’ve continued to invest in making improvements to our systems, while remaining focused on rectifying any current issues.
  • In some jurisdictions, our teams have been able to continue project work including system installs, upgrades, and reopening procedures.
  • Our monitoring operations will always stay active, even during operational lockdowns, to help ensure our venue partners remain compliant.
  • Across Tabcorp we’ve waived $195 million in the past two financial years, with the bulk it being MAX fees.

Our People

Like so many, our business has not been immune. For much of 2020, we made the extremely difficult decision to stand down most of our team. Working from home has become the new normal, and we have shifted towards online and digital delivery of our services and activities, to help customers continue to receive the latest insights and advice.

We’re extremely proud of how flexible and resilient our people have been in getting on with the job and working with our customers, regardless of the situation. Their contribution and unwavering commitment are a credit to them and reinforces the quality of the people behind MAX.

Our Reopening and Beyond

This week, we are excited to have our team members back supporting our client network across New South Wales, following a lengthy lockdown. In the weeks leading up, we’ve been preparing for the high level of demand and ensuring we’re able to support our customers every step of the way. In coming weeks, we hope to see our venue partners in Victoria reopening, in line with the state’s Reopening Roadmap.
To ensure the health and wellbeing of our customers, our team members, and the wider community we will continue to follow all directions from State and Federal Governments, and health authorities and operate in line with our COVID-Safe Plans. Our approach to vaccinations is guided by the health orders for each state and territory. (For instance, in New South Wales and Victoria, anyone attending workplaces must be vaccinated). The key focus is to keep our employees safe, maintain our business operations, and support our customers and partners.

Additionally, to support the continuity of our operations and minimise disruptions, MAX has introduced Rapid Antigen (RA) testing at selected locations as a condition of entry. We’ve implemented this measure to reduce the potential spread of COVID-19 and closure of our sites, provide an additional layer of protection and bolster existing health and safety protocols.

Looking ahead, MAX will continue to focus on what we can control and providing the right level of support when and where our customers need it. We’re committed to keeping our partners informed through our team on the ground and via our communication channels, and we’ll continue to deliver critical services throughout remaining and potential future lockdowns (where possible), and for when venues can operate more freely.

Paul Carew, Chief Operating Officer – Gaming Services, wants venues right across the country to understand how MAX can help set their business up for success.

‘As many businesses have, we’ve had to reassess and make changes to the way we look at our business and introduce new initiatives to help our customers get even better service and unlock commercial efficiencies.’

‘We’re here to help them build a plan to get their business into the best possible position, stabilise and grow’ he added.

‘I extend an open invitation to all our customers and everyone industry-wide to get in touch with our team. We’re here to support you through these uncertain times and ready to work with you.’

Visit to learn more about how MAX is supporting our venue partners and industry, and to access the latest Government and Industry Association advice.

For more information contact:

John Ioane, General Manager – Customer and Insights
0477 729 624


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