129Inquiries about complaints

129 Inquiries about complaints (1) A licensed provider must inquire into— (a) a complaint made to the licensed provider by a person about— (i) the conduct of an authorised game by the licensed provider; or (ii) the conduct of an agent of the licensed provider in operations related to an authorised game; or (b) a complaint referred to the licensed provider by the commission under subsection (3). (2) Within 21 days after a complaint is received by, or referred to, the licensed provider, the licensed provider must give written notice of the result of the inquiry to— (a) the complainant; and (b) if the complaint was referred to the licensed provider by the commission—the commission. (3) If a complaint is made to the commission about the conduct of an authorised game, or the conduct of an agent in operations related to an authorised game, the commission must promptly— (a) inquire into the complaint; or (b) if the commission considers it appropriate— (i) refer the complaint to the licensed provider who conducted the game; or (ii) if the authorised game is conducted by an external provider—refer the complaint to the relevant participating regulator.

Complaints and improper behaviour Division 7.15 (4) The commission must promptly advise the complainant of— (a) the result of the commission’s inquiry; or (b) the commission’s decision to refer the complaint to the licensed provider or a participating regulator. (5) This section does not apply in relation to a complaint unless the complaint— (a) is in writing; and (b) states the complainant’s name and address; and (c) gives appropriate details of the complaint.