Australian Capital Territory Numbered Acts Australian Capital Territory Numbered Acts(1) A licensed provider shall 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 Commissioner under subsection (3).
(2) Within 21 days after a complaint is received by, or referred to, the licensed provider, the licensed provider shall 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 Commissioner—the Commissioner.
(3) If a complaint is made to the Commissioner about the conduct of an authorised game, or the conduct of an agent in operations related to an authorised game, the Commissioner shall promptly—
(a) inquire into the complaint; or
(b) if the Commissioner 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 Commissioner shall promptly advise the complainant of—
(a) the result of the Commissioner's inquiry; or
(b) the Commissioner's decision to refer the complaint to the licensed provider or a participating regulator;
as the case requires.
(5) This section does not apply in relation to a complaint unless the complaint—
(a) is in writing;
(b) states the complainant's name and address; and
(c) gives appropriate details of the complaint.