In the event of a dispute over a refusal to pay under circumstances related to a suspected gaming machine malfunction, the entitlement holder must resolve the dispute in accordance with Dispute Resolution Procedures approved by the Commission.
5.4 Patron Disputes
Industry participants can access further information via the following link to the Commission approved Dispute Resolution Procedures (PDF: 83KB).
Industry participants can also access, via the following links, templates for Patron Dispute Form (PDF: 65KB), Game Play Recall Information Form (PDF: 60KB) and Suspected Malfunction of a Gaming Machine Form (PDF: 58KB). Venues may wish to produce their own documents. These templates indicate the minimum details required in a suggested format.
Refer to sections 3.5.20(3) and 3.5.23(1)(f) of the Gambling Regulation Act 2003