The Remote Gambling Association (RGA) has published its COMPLAINTS HANDLING: RGA GOOD PRACTICE GUIDELINES to assist in the overall improvement and consistency of complaints handling across the gambling sector.
“The handling of complaints can create challenges for both the operator and the complainant and that can never be eradicated completely,” a press statement reads.
“Despite that it is in the interests of both parties for the process to be as transparent and straightforward as possible. It is good customer service, but also will make the handling of complaints less confrontational and the outcomes more consistent.”
The Guideline is available here.