Procedure on Complaints in Interactive Gaming

1. A complaint must be in writing or by e-mail and; state the complainant's name, address, telephone number and e-mail address; and give appropriate details of the complaint.
    
2. A Licensed Operator must inquire into a complaint:
   - made to the Licensed Operator by a player respecting:
        - the conduct of an authorized game by the Licensed Operator;
        - the conduct of an agent of the Licensed Operator in operations related to an authorized game; or
   - referred to the Licensed Operator by the Authority.
    
3. If a complaint is made to the Regulator about the conduct of an authorized game, or the conduct of an agent in operations related to an authorized game, the Regulator must promptly:
   - inquire into the complaint; or
   - if the Regulator considers it appropriate, refer the complaint to the Licensed Operator which conducted the game.
    
4. The Regulator must promptly advise the complainant of: (i) the result of the Regulator's inquiry; or (ii) the Regulator's decision to refer the complaint to the Licensed Operator.
    
5. Within fifteen (15) days after the complaint is received by, or referred to the Licensed Operator, the latter must give notice, which would include written notice or by electronic communication such as e-mail, of the result of the inquiry to: (a) the complainant; and (b) if the complaint was referred to the Licensed Operator by the Regulator, to the latter.
    
6. The Licensed Operator may utilize dispute resolution/arbitration procedures approved by the Regulator. The decision of arbitrator shall ordinarily be binding on the Licensed Operator and if such decision is unacceptable to the player, he or she may appeal to the Regulator and the decision may form part of the records elevated to the Regulator.