Customer Charter

This Charter sets out the standards that customers and operators can expect IBAS to meet in the handling of their disputes. The relationship between IBAS, gambling operators and customers concerning disputes is governed by the 'Terms and conditions for registration of operators and referral of disputes.'

To ensure that its panel for all dispute resolutions and adjudication is experienced and independent. The Chief Executive will appoint a panel of up to nine members.

To make a full and independent assessment of the facts made by way of written submissions; to make adjudications based on the merits of each case as set out in the written submissions with appropriate care and attention; and prepare a written finding.

To retain legal advice on the interpretation of operators' rules where appropriate and to apply such rules fairly, in accordance with the appropriate regulations of the regulator.

To deliver adjudications as quickly as possible, while remaining reliant upon the prompt co-operation of both parties to the dispute.

To decline to adjudicate or to continue to adjudicate in cases where the customer or the operator does not adhere to IBAS's terms and conditions.

To refuse to adjudicate cases where IBAS is not satisfied that the dispute between the operator and customer is genuine or the IBAS service is being misused.

To monitor compliance with adjudications to ensure that both parties fully and fairly comply with the ruling.

To permit operators to utilise the IBAS logos and promote IBAS services.

To remove operators where IBAS has found a material breach of IBAS's terms and conditions and to notify any appropriate regulatory body of such removal.