JAN I 0 2008 

Chief J. Allap, Chairman 

Coeur d'Alene Tribe 

P.O. ~6x 408 

Plurnrner, ID 8385 1 

RE: Gaming Ordinance Amendment regarding Guest Dispute Resolution 

Procedures 

Dear Chief Allan: 

This letter responds to your request on behalf of the Coeur d'Alene Tribe for the 

National Indian Gaming Commission (NIGC) to review and approve the Tribe's 

~~dwe~~~di~ce~-~=a~e-~e

adopted by the Coeur d'Alene Tribal Council via Resolution No. 3 lO(2007). This 

proposed amendment establishes Guest Dispute Resolution Procedures. 

This letter constitutes approval under the Indian Gaming Regulatory Act (IGRA), 

25 U.S.C. $2701 ef seq., of this amendment to the Tribe's gaming ordinance. 

Thank you for submitting the amendment for review and approval. If you have 

contact Staff Attorney Jennifer Ward at (202) 41 8-9814. 

Chairman 

NATIONAL HEADQUARTERS 1441 L St. NW, Suite 9100. Washington, DC 20005 Tel: 202.632.7003 Fax: 202.632.7066 WWW.NlGC.GOV 

REGIONAL OFFICES Portland. OR; Sacramento, CA; Phoenix, M; St Paul. MN;Tulsa, OK 
LAW AND ORDERILEGAL AFFAIRS <u'j ? 

/ 

AMEND TRIBAL CODE, CHAPTER 30, 

TO ADD TO SECTION 30-5.01 SECTION (Q) 

AND ADD SECTION 30-15.01 CD'A RESOLUTION 310 ( 2007) 

WHEREAS, the Coeur d'Alene Tribal Council has been empowered to act for and on behalf of 

the Coeur d'Alene Tribe pursuant to the revised Constitution and By-Laws adopted by the Coeur 

d' Alene Tribe by referendum November 10, 1984, and approved by the Secretary of the Interior, 

Bureau of Indian Affairs, December 2 1, 1984; and 

WHEREAS, the Coeur d'Alene Tribal Council has a responsibility for Tribal Health, Welfare, 

economic development and natural resources; and 

WHEREAS, the Coeur d'Alene Tribal Council has the authority to change its Code regarding 

disputes between gaming enterprises operating under Chapter 30 and the customers of those 

gaming enterprises; and 

NOW THEREFORE, BE IT RESOLVED, that the Coeur d'Alene Tribal Council hereby 

approves the Amendment to the Tribal Code, Chapter 30, Coeur d'Alene Tribal Charitable 

Gaming Code, to add to Section 30-5.01 section (Q) and to add new: Section 30-15.01 

Guest Dispute Resolution Procedures to read as follows: 

- 30-5.01 Powers and Duties of the Board 

Insert: 

lo) Ensure that procedures governing the resolution of disputes, com~laints and concerns raised 

by ~uests or customers of the gamin^ enterprise are promulgated and implemented. 

Insert: 

30-15.01 Guest Dispute Resolution Procedures 

All gamin^ enterprises licensed and regulated by the Board shall create and implement procedures for 

resolving disputes, complaints and concerns raised by guests of the ~aming enterprise. 

BE IT FUTHER RESOLVED, that the Amendment to the Tribal Code shall take effect 

upon the signing of the Resolution. 

CERTIFICATION 

The foregoing resolution was adopted at a meeting of the Coeur d'Alene Tribal Council 

held at the Tribal Administration Building, 850 A Street, Plummer, Idaho on August 

23,2007, with the required quorum present by a vote of 5 FOR 0 AGAINST 

CHIEF J. ALLAN, CHAIRMAN 

COEUR D'ALENE TRIBAL COUNCIL COEU~WALENE TRIBAL COUNCIL 
1. The CCRH strives for unparalleled guest service at all times and intends for these 

procedures to ensure that all guest disputes are fairly and successfully resolved. 

2. All guest disputes are to be investigated by the manager in charge of the 

department in which the dispute occurs at the time of the dispute (the 

"Investiaating. Manager"). The Investigating Manager may interview employees, 

guests, or vendors, and may consult with any departments necessary to allow him 

or her to develop an accurate narrative and chronology of events. 

3. Procedure for Investigating Machine Complaints 

a. Ask the guest to go with you to a quiet area, off the casino floor, where 

you both can talk about the dispute. 

b. The first and most important step in resolving any guest complaint is to 

listen carefully to the guest's complaint. Careful and active listening to the 

guest's complaint includes just that: listening. Allow the guest to tell you 

exactly what their complaint is, and don't interrupt their complaint. 

c. When the guest has told you exactly what their complaint is, in as much 

detail as they want, simply verify with the guest the elements of their 

complaint by asking if you understand their complaint. 

d. When the guest has fully explained his or her complaint to you, ask the 

guest to write down the facts of the situation as they see them. This will 

allow both sides to understand exactly what the complaint is about, and 

will allow for easy reference at a later date. 

e. The Investigating Manager will then take the following steps: 

i. Call Information Services ("IS") personnel to verify that the 

ACRES system was functioning properly at the time of the dispute. 

ii. Call the on-duty Bench Technician to verify that machine was not 

malfunctioning. If a malfunction is found, remind the guest that, as 

stated on the face of all gaming machines, "malfunctions void all 

pays and plays." Proceed to restore the guest's credits on the 

machine to the amount present when the machine malfunctioned. 

iii. Propose a resolution to the guest which is fair and adequate in light 

of the facts of the situation, both as understood by the guest and as 

understood by the Investigating Manager. 

I Effective September 2 1, 2007. 
b. As with all complaints, active listening is crucial to understanding 

disagreement and resolving issues in a reasonable and fair manner. Active 

listening means just that: listening. Don't interrupt the guest, and don't 

propose a resolution until you have heard all that the guest has to say. This 

may require that you endure the guest's attempts to vent their emotions for 

a short time. This is acceptable, within reason. If a guest seems violent or 

hostile or makes threats, contact Security immediately. 

c. Another part of active listening is to verify that you've heard the guest 

properly. This not only allows you to ensure that you understand what was 

said, but also informs the guest that you were actually listening to their 

complaint. Repeat back the elements of the guest's complaint, so that they 

understand immediately that you're listening to what they have to say. 

d. Once the Investigating Manager understands the complaint, have the guest 

write down a short statement of the facts of the dispute as they understand 

them. Often, a complaint boils down to a misunderstanding of the facts of 

a situation. 

e. Then, conduct the investigation into the dispute by all means necessary to 

establish the correct sequence of events, including Surveillance video 

reviews and interviews of employees, guests, or vendors. The 

Investigating Manager may also consult with any departments necessary 

to enable the Investigating Manager to determine the facts. 

f. Once this investigation is completed, the Investigating Manager will 

propose a resolution of the dispute to the guest which is proper in light of 

the facts of the situation. If the guest does not agree with the proposed 

resolution, the Investigating Manager will refer the guest to the manager at 

the next highest level of authority. 

g. When the dispute is resolved, the Investigating Manager must create a 

brief written summary of the dispute and the measures taken to resolve it 

for inclusion in the department's files. 

5. This policy will be available to guests at each cage and at the VIP desk. These 

areas will prominently display the following sign: 

The gaming operations of the Coeur d'Alene Casino Resort Hotel are 

regulated by the Coeur d'Alene Tribe's Charitable Gaming Board. 

A copy of the Casino's guest dispute resolution procedures is available for 

inspection upon request. 

3 

GUEST DISPUTE RESOLUTION PROCEDURE