Strengthening Player Protection Through Independent Dispute Resolution

The Niisitapi Gaming Commission (NGC) is committed to responsible gaming, fair treatment and player protection. Its regulatory framework requires licensed business-to-consumer (B2C) operators to provide access to an approved Alternative Dispute Resolution (ADR) provider.

Independent dispute resolution gives players a way to seek an impartial review when an eligible complaint remains unresolved through an operator’s internal complaints procedure. It supports the Commission’s wider objective of a fair, transparent and accountable gaming environment.

An independent route for unresolved complaints

Operators remain responsible for handling complaints fairly and transparently in the first instance. Where an eligible dispute cannot be resolved internally, an approved ADR provider offers an independent avenue for considering the complaint.

Depending on the applicable eligibility requirements, disputes may concern withdrawals, account restrictions, bonuses or betting settlements. Access to a structured review process helps players seek redress and gives them greater confidence that their concerns will receive fair consideration.

Benefits for players and operators

For players, ADR provides access to an impartial process beyond the operator’s own complaint handling. For operators, it can improve transparency, identify recurring problems and strengthen trust.

Effective dispute resolution also supports responsible gaming. Fair treatment throughout a player’s relationship with an operator forms part of a regulatory approach that addresses both gambling-related harm and the quality of player protection.

Standards for approved ADR providers

The Commission’s approval process seeks to ensure that ADR providers meet appropriate standards of independence, impartiality, competence, transparency and procedural fairness.

Approved providers are subject to the Commission’s applicable ADR Policy and Guidelines, approval requirements and conditions. Ongoing oversight and compliance monitoring support accountability and consistency, while helping identify shortcomings in complaint handling and opportunities to improve operator conduct.

Apply for ADR provider recognition

Providers interested in recognition by the NGC can submit their details through the ADR provider application form.