Section 65IAC8-2-5. Complaints and grievances

   (a) Except as provided otherwise in sections 3 and 4 of this rule, an individual complaint or grievance regarding a denial of a claim for payment of a lottery game prize or a claim for a refund for the price of a lottery ticket shall:

(1) be in writing;

(2) be delivered to the director within seventy-two (72) hours after the complaint, grievance, or claim arose;

(3) provide a brief description of the claim;

(4) provide the factual basis for alleging that the person is aggrieved or adversely affected by the denial of the claim; and

(5) demonstrate that the person is entitled to review of the denial of the claim under applicable law.

  (b) The director or the director's designee shall respond in writing to a complaint or grievance submitted in accordance with this section within a reasonable time.

  (c) In the case of a claim for refund of the price of a lottery ticket, the only remedies available to an aggrieved person are:

(1) cash or a cash equivalent of the value of the ticket;

(2) replacement tickets from the same or a different game with the same price; or

(3) coupons good toward the purchase of replacement tickets that are equivalent to the purchase price.

(State Lottery Commission; 65 IAC 8-2-5; emergency rule filed Mar 29, 2011, 3:15 p.m.: 20110406-IR-065110182ERA; emergency rule filed Jun 28, 2013, 1:16 p.m.: 20130710-IR-065130299ERA)