There are two sorts of complaints:
Report a breach
A complaint lets us know about something that has happened that may have broken the laws that we oversee.
Complaints and incident reports can also help us with general information or intelligence about something that has happened, or might happen, in relation to a licensed venue or function we regulate.
We strongly encourage you raise your complaint directly with the venue, gaming operator or people concerned, if it is safe to do so, particularly if it relates to an unsatisfactory product or service.
In the case of disturbance concerns, these are often resolved quickly through discussions with the venue in question.
Read about how make a formal disturbance complaint here.
We are committed to handling your complaint professionally, efficiently and fairly. We will keep you informed of our progress and provide you with the reasons for our decisions. You will always be treated with respect.
We ask that you:
Submit your complaint
You can also raise your concerns with a number of other organisations, for example if your complaint involves:
You should briefly state your concern and tell us what happened.
Make sure you also include:
When we receive a complaint, we assess it to determine what action is most appropriate. This can include conducting an investigation or referring the matter to another agency. The assessment also helps us to determine an appropriate response.
If an investigation is required, the complaint is allocated to one of our investigators. If you have provided your contact details, the investigator will contact you to discuss your complaint and explain the investigative process.
Investigations can take an extended time to complete as we may need to inspect files and documents and visit venues or organisations to conduct preliminary investigations.
Following the investigation, you will be notified whether or not regulatory action was taken as a result of your complaint. For privacy reasons, we may not be able to disclose details about the type of action taken.
While not all complaints result in an investigation, all complaints and information received are recorded by us for intelligence purposes.
Complaints reported to us are considered by a Complaints Assessment Committee, in line with our Compliance & Enforcement Policy.
We consider the following factors before a determination is made to pursue an investigation:
Not all reported breaches are investigated. Every complaint is considered and we exercise discretion in determining whether we commit resources to a formal investigation, or take other action.
These include:
