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INTERACTIVE GAMBLING (PLAYER PROTECTION) ACT 1998 - SECT 167
Inquiries about complaints
167 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 chief executive under
subsection (3) .
(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— (a) the complainant; and
(b) if the
complaint was referred to the licensed provider by the chief executive—the
chief executive.
(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— (a)
inquire into the complaint; or
(b) if the chief executive 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.
(4) The chief executive must promptly advise the complainant of—
(a) the result of the chief executive’s inquiry; or
(b) the chief
executive’s decision to refer the complaint to the licensed provider or a
participating regulator.
(5) A complaint must— (a) be in writing; and
(b)
state the complainant’s name and address; and
(c) give appropriate details
of the complaint.
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