sec.167Inquiries about complaints

sec.167 Inquiries about complaints

A licensed provider must inquire into— a complaint made to the licensed provider by a person about— the conduct of an authorised game by the licensed provider; or the conduct of an agent of the licensed provider in operations related to an authorised game; or a complaint referred to the licensed provider by the chief executive under subsection (3) . Within 21 days after the complaint is received by, or referred to, the licensed provider, the licensed provider must give written notice of the result of the inquiry to— the complainant; and if the complaint was referred to the licensed provider by the chief executive—the chief executive. If a complaint is made to the chief executive about the conduct of an authorised game, or the conduct of an agent in operations related to an authorised game, the chief executive must promptly— inquire into the complaint; or if the chief executive considers it appropriate— refer the complaint to the licensed provider who conducted the game; or if the authorised game is conducted by an external provider—refer the complaint to the relevant participating regulator. The chief executive must promptly advise the complainant of— the result of the chief executive’s inquiry; or the chief executive’s decision to refer the complaint to the licensed provider or a participating regulator. A complaint must— be in writing; and state the complainant’s name and address; and give appropriate details of the complaint. (sec.167-ssec.1) A licensed provider must inquire into— a complaint made to the licensed provider by a person about— the conduct of an authorised game by the licensed provider; or the conduct of an agent of the licensed provider in operations related to an authorised game; or a complaint referred to the licensed provider by the chief executive under subsection (3) . (sec.167-ssec.2) Within 21 days after the complaint is received by, or referred to, the licensed provider, the licensed provider must give written notice of the result of the inquiry to— the complainant; and if the complaint was referred to the licensed provider by the chief executive—the chief executive. (sec.167-ssec.3) If a complaint is made to the chief executive about the conduct of an authorised game, or the conduct of an agent in operations related to an authorised game, the chief executive must promptly— inquire into the complaint; or if the chief executive considers it appropriate— refer the complaint to the licensed provider who conducted the game; or if the authorised game is conducted by an external provider—refer the complaint to the relevant participating regulator. (sec.167-ssec.4) The chief executive must promptly advise the complainant of— the result of the chief executive’s inquiry; or the chief executive’s decision to refer the complaint to the licensed provider or a participating regulator. (sec.167-ssec.5) A complaint must— be in writing; and state the complainant’s name and address; and give appropriate details of the complaint.