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We are the new, independent regulator of Victoria’s gambling industry. We have stronger powers and a sharper purpose to ensure integrity, safety and fairness for all.
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  • Resolve complaints from your patrons
 

Resolve complaints from your patrons

We have updated procedures to help you and your staff deal with complaints from your patrons about gaming machines.

Since late 2021, we’ve received and investigated many complaints from patrons disputing:

  • gaming machine play
  • jackpots 
  • free game feature wins
  • minimum return to player (RTP).

You and your staff can resolve complaints about gaming machine play or a suspected malfunction of a gaming machine, if you follow our updated procedures. As a gaming venue operator, you have an obligation under the Gambling Regulation Act 2003 to resolve patron disputes in certain circumstances. 
We only investigate complaints when a patron has already tried to resolve their dispute with you. 
You can read more about patron disputes in the Venue Manual
If you have any questions please email [email protected]

Article last modified 
14 April 2023
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