Complaints and Petitions

Receiving, registration, handling and control of complaints and petitions shall be carried out in accordance with these acts:

• Act no. 9/2010 Coll. on Complaints
• Act no. 85/1990 Coll. on Right to Petition
• Act no. 30/2019 Coll. on Gambling Games and on the Amendments to Certain acts
• Act no. 55/2017 Coll. on Civil Service and on Amendment to Certain Acts

Handling complaints and petitions within the Gambling Regulatory Authority is provided by the Department of Communication, Support, Internal Control and Complaints in cooperation with the Legal Department and other relevant departments. 

Complaints

What is a complaint and what is not considered as a complaint is stated in section 3 and section 4 of the Act No. 9/2010 Coll. on Complaints.

A complaint may be filed:

• in writing: Gambling Regulatory Authority, Križkova 949/9, 811 04 Bratislava
• orally (in person) to report: Department of Communication, Support, Internal Control and Complaints, Križkova 949/9, 811 04 Bratislava, 5th floor
• via e-mail: staznosti@urhh.sk
• via Central Government Portal: www.slovensko.sk (a request must be signed by qualified electronic signature). 

The complaint shall include:

• name and surname of the complainant, permanent residence or temporary residence of the complainant,
• business name and the registered seat of the legal entity, name and surname of the person authorized to act for it, if the legal entity complains
• it may contain an e-mail address if it is possible to deliver documents in electronic form.

It must be clear from the complaints against whom it is directed, what deficiencies it points out and what the complainant is claiming.

The complaint must be signed by the complainant. The complaint filed by e-mail shall be signed by a qualified electronic signature otherwise, the complainant shall be obliged to confirm the complaint by hand signature within 5 working days of the filling. In the case, the complaint is not signed, it will be postponed without further investigation.

The Gambling Regulatory Authority is obliged to investigate and handle the complaint within 60 working days.

If the complaint is challenging to investigate, the Head of the Gambling Regulatory Authority or a person authorized to act on behalf of the Head of the Gambling Regulatory Authority may extend the period of handle the complaints by 30 working days. The complainant must be informed in writing about the extension of the period.

Petitions

The petition must always be in writing form.

The petition shall contain details of who is filing it and, if filled by the Committee on Petitions, details of all its members or person authorized to act on behalf of its members: name, surname and permanent address of these persons.
 

If the Gambling Regulatory Authority is not authorized to handle the petition, but it is aware of who shall handle it, the Gambling Regulatory Authority shall within 10 days after the petition submission transfer the petition to that obligee.

If the petition is incomplete and deficiencies of the petition are not remedied, the Gambling Regulatory Authority shall postpone the petition.

A complaint may be filed in writing to address: Gambling Regulatory Authority, Križkova 949/9, 811 04 Bratislava.

The Gambling Regulatory Authority is obliged to handle the petition within 30 days and respond in writing to the person who filed it or to the person authorized to act on behalf of the Committee on Petitions.