Guidance

Complaints and disputes: procedural, information provision and reporting requirements

Guidance to licensees’ on policies, procedures and controls for handling customer complaints.

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Published
1 December 2020

Last updated
30 May 2023 - Changes

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Contents

• Complaints and disputes: procedural, information provision and reporting requirements

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• 1 - The purpose of this guidance
• 2 - Defining complaints and disputes
• 3 - Complaints handling requirements
• 4 - Time limits and escalation of complaints
• 5 - ADR requirements
• 6 - Information to customers
• 7 - Information we require

9 - Identification and verification on entry

The on-entry approach requires casinos to identify and verify the identity of the customer before entry to any premises where gaming facilities are provided, or before access is given to remote gambling facilities. Once the customer’s identity is verified, they may commence gaming. See timing of verification.

If a casino using the on-entry approach to CDD is unable to complete the appropriate CDD, they must not allow the customer access to the premises or to the remote gambling. In non-remote casinos this does not allow guests of known customers a single entry without undertaking CDD. However, casino operators should consider using variations of the threshold CDD approach for guests of casino members.

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Last updated: 30 May 2023

Show updates to this content

Updated in line with version 3 of the guidance. References to 'proliferation financing' added.