Section 68IAC18-1-2. Patron dispute process

   (a) The casino licensee shall attempt to resolve all patron disputes with the patron.

  (b) If the casino licensee and the patron cannot resolve the dispute, the casino licensee must advise the patron of the patron's right to file a complaint with the commission. The complaint may be:

(1) received by the enforcement agent; or

(2) sent to the commission office in Indianapolis, Indiana.

The casino licensee shall provide a patron with a complaint form upon request.

  (c) The complaint shall contain, at a minimum, the following information:

(1) The name, address, and telephone number of the patron.

(2) A summary of the nature of the patron complaint, including the date and time on which the incident leading to the dispute occurred.

(3) A list of the names, if known, of the occupational licensees that were involved in or a witness to the incident that led to the patron dispute.

(4) The name, address, and telephone number, if known, of the witnesses to the incident that led to the patron dispute.

(5) A summary of the casino licensee's attempt to resolve the patron dispute.

(6) Any other information deemed necessary by the executive director or the commission.

The patron shall submit the complaint within five (5) business days of the incident that led to the patron dispute.

  (d) The casino licensee shall respond to the commission regarding a patron complaint within the time period prescribed by the commission. (Indiana Gaming Commission; 68 IAC 18-1-2; filed Jul 18, 1996, 8:55 a.m.: 19 IR 3318; readopted filed Nov 25, 2002, 10:11 a.m.: 26 IR 1261; filed Sep 30, 2004, 11:05 a.m.: 28 IR 531; filed Dec 6, 2006, 2:52 p.m.: 20070103-IR-068060191FRA; filed Dec 6, 2012, 2:32 p.m.: 20130102-IR-068110786FRA)