SASFA Standard 007

Player Complaints & Dispute Resolution

A route to a decision when something goes wrong, with timeframes a player can hold an operator to and an escalation path that does not dead-end.

What this standard covers

• Published complaints procedure
• Stated response timeframes
• Escalation beyond the operator
• Outcome records and reporting

Why it exists

Each of these is something a player, a regulator or an honest competitor cannot currently establish from the outside with any confidence. A standard is only useful if it is specific enough that someone can check whether it has been met, so the drafting work is mostly about turning general expectations into testable statements.

Status

Draft, open for comment. This standard has not been finalised and no product has been assessed against it. If you work in gambling technology, regulation, research or player support and want to comment on the draft, please get in touch.