iGaming Ontario’s bid dispute process is designed to address complaints from vendors participating in an iGaming Ontario competitive procurement process in a timely, transparent, fair, and equitable manner. Please note, players can submit any disputes or complaints related to their internet gaming experience through iGaming Ontario’s Player Support page.
Informal bid dispute resolution
iGaming Ontario welcomes feedback on our procurement process. If you are a vendor with concerns, we invite you to raise them at any point during the procurement process, such as during the question-and-answer period or through your debrief meeting after a contract is awarded.
Filing a formal bid dispute
If your concerns with a procurement process cannot be resolved by informal means, you may submit a formal bid dispute for review by a program director at iGaming Ontario.
iGaming Ontario provides a formal bid dispute process as required by government procurement obligations.
Vendors must initiate the formal bid dispute process during the active procurement period or within ten (10) business days of receiving a contract award notification if no debrief is scheduled. If a debrief is offered, vendors must initiate the formal bid dispute process within five (5) business days following the debrief session. iGaming Ontario reserves the right not to review any complaint submitted outside the specified timeframe based on their chosen track. You will be notified in writing if your complaint will not be reviewed.
To submit your complaint, please email bidresolution@igamingontario.ca and igoprocurement@igamingontario.ca. Include your contact information, the title and reference number from the applicable procurement and details of your complaint, including:
- a description of what happened, and the parties involved
- relevant dates, including your debriefing date, if applicable
- details of your communication with your procurement contact person at iGaming Ontario your desired outcome
- any other supporting documentation
You will receive an email acknowledging receipt of your complaint within ten (10) business days. iGaming Ontario will also provide you with an anticipated date for completing its review.
An iGaming Ontario program director will review your submission and issue a response to a formal bid dispute within 60 business days of receiving it, unless an extension is warranted due to extenuating circumstances. In such cases, iGaming Ontario will issue a response within 100 business days. You may be contacted for clarification during this period.
Upon completing the review, we will send you the program director’s determination and the accompanying reason via email.
Executive review
Following the program director’s review, you may request a review from iGaming Ontario’s chief executive. Requests must be submitted within ten (10) business days of the program director’s determination and the accompanying reason email. Please email iGOprocurement@igamingontario.ca to request this executive review.
You will receive an email acknowledging receipt of your request for executive review within five (5) business days.
The chief executive will review your complaint and notify you by email of their decision.
Third-party arbitration
If your dispute cannot be resolved through iGaming Ontario’s executive review, you may request a review by an independent third-party arbiter appointed by iGaming Ontario.
This request must be submitted by email to iGOprocurement@igamingontario.ca within ten (10) business days of receiving a determination from iGaming Ontario’s executive review. Please address the request to iGaming Ontario’s chief executive and provide a detailed explanation of why you are requesting a third-party review, along with all applicable documentation.
iGaming Ontario will acknowledge your request by email and disclose all relevant documents to the arbiter.
The arbiter will schedule a hearing between you and iGaming Ontario to discuss the case.
After assessing the complaint, the arbiter will provide a written decision or recommendation to both parties in writing. This will include an explanation of their reasoning.
Further details about this process will be provided prior to your hearing, should you choose to pursue one.