Complainants should make their first approach to the member society which has responsibility for the issue giving rise to the complaint. The member society will respond formally to the complaint within 30 working days.

Should the complaint not be resolved satisfactorily by the member society the complainant may refer the matter to the Chairman of the CGA who will consult with the member in an effort to determine the validity of the complaint and, in the event redress is appropriate, to negotiate a solution for the complainant.  The complainant shall be kept informed of progress in the matter at all times.

In the event the complainant is still dissatisfied the complaint may be referred to the CGA Complaints Commissioner.

CGA Complaints Commissioner

The objective of the CGA Complaints Commissioner is to reach a fair and just resolution of any complaints that remain unresolved after all previous attempts at resolution.

Prior to the Complaints Commissioner accepting jurisdiction over a complaint the parties to the complaint shall accept in writing that the decision of the CGA Complaints Commissioner is a final arbitration of the complaint and not justiciable in a court of law or any other forum.

The CGA Complaints Commissioner is funded by CGA and is a person of high public standing who is independent of the charity gaming sector.

Procedure for Determination of Complaints

Complaints referred to the CGA Complaints Commissioner shall be in writing and signed by the complainant.

The Commissioner will not consider complaints that relate to the exercise of society discretion in the making of grants which are fully in accordance with the member’s society’s founding documents and the member’s statement of authorised purpose.

The Commissioner will initially determine whether a complaint has substance or has not been properly resolved by the previous attempts at resolution, and advise both parties accordingly within 20 working days of receiving the complaint.

If the Commissioner determines that the complaint should be further considered, then the Commissioner may seek oral or written submissions from the complainant and from the parties complained against. Each party will have the opportunity to comment on submissions from the other party. In the event that oral or written submissions are required, costs incurred will be the responsibility of each of the parties.  It is anticipated that a final determination will be made within 3 months of receiving the complaint.

Power and Sanctions

The CGA Complaints Commissioner is vested with the authority to direct member societies and their venue operators to comply with:

·          this Code of Practice,

·          such other requirements imposed on members by the CGA Board or

·          to otherwise change their business practices to redress a successful complaint.

The Commissioner may censure member societies and their venue operators.

In the most serious cases, the Commissioner may recommend to the CGA Board that Code of Conduct proceedings be initiated.

Complaints Related to Non-members

The CGA Complaints Commissioner is a self-regulatory mechanism voluntarily established by CGA members. It therefore cannot consider complaints arising from the activities of societies that are not members of CGA.