1. Purpose of This Document
This page serves as the primary reference for contact-related procedures at Stoney Nakoda Resort & Casino. It describes available communication channels, indicative response timelines, the types of inquiries handled through each channel, and the respective responsibilities of the guest and the property when contact is initiated or received.
This document is not a promotional or product description. It is a service reference intended to assist guests in directing inquiries to the appropriate department.
2. Available Contact Channels
Stoney Nakoda Resort & Casino maintains several contact channels to address different types of inquiries. Guests are advised to select the channel that corresponds to the nature and urgency of the request.
2.1 In-Person Contact
In-person inquiries may be made at the property. Staff at the main reception and guest services desk are available during operational hours to address general questions, complaints, and requests. In-person contact is recommended for time-sensitive matters or issues requiring immediate attention.
2.2 Telephone Inquiries
Telephone contact is available for general inquiries, questions related to reservations, and administrative matters. Guests are advised to have relevant account or booking details available at the time of the call to facilitate efficient handling. Specific department extensions may be provided upon initial connection.
2.3 Written and Electronic Correspondence
For formal inquiries, complaints, or matters requiring a documented record, written correspondence may be submitted by post or by electronic means. Written submissions should include the guest’s full name, a description of the matter, relevant dates, and the preferred method of response. Stoney Nakoda Resort & Casino will acknowledge receipt of written correspondence within a reasonable timeframe and provide a substantive response in line with the nature of the inquiry.
2.4 Responsible Gambling Support Contact
Guests seeking information or assistance related to responsible gambling may contact the property or be referred to provincial support services. Stoney Nakoda Resort & Casino maintains procedures for directing individuals to appropriate resources, including self-exclusion programs and external counselling services available in Alberta. Referrals are handled confidentially and in compliance with applicable provincial requirements.
3. Inquiry Categories and Routing
Different inquiry types are handled by different departments. The following table outlines the general routing of common inquiry categories:
Inquiry Type - Responsible Department
General guest services - Guest Services Desk
Reservation and accommodation - Reservations Department
Complaints and formal disputes - Management or Guest Relations
Responsible gambling and self-exclusion - Designated Responsible Gambling Staff
Privacy and personal data requests - Privacy Officer or Designated Contact
Media and press inquiries - Corporate Communications
Employment and recruitment - Human Resources Department
To reduce delays, guests are advised to clearly specify the nature of the inquiry at the time of initial contact so that it may be routed to the appropriate department.
4. Privacy-Related Contact
Guests who wish to submit inquiries concerning the collection, use, storage, or disclosure of their personal information may direct such requests to the designated privacy contact at Stoney Nakoda Resort & Casino. Privacy-related requests must be submitted in writing and should contain sufficient identifying information to enable the property to locate and verify the relevant records.
Stoney Nakoda Resort & Casino handles personal information in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial privacy frameworks. Responses to privacy requests are provided within the timeframes prescribed by applicable law.
5. Complaints and Dispute Resolution
Guests who wish to submit a formal complaint are required to follow the designated complaints procedure outlined below:
- The guest should first raise the matter directly with the relevant department or staff member at the time of the incident or as soon as reasonably practicable.
- If the matter is not resolved at the initial point of contact, the guest may request escalation to a supervisor or manager.
- If the matter remains unresolved after internal escalation, the guest may submit a written complaint to the management office. Written complaints must include a clear description of the issue, the date and location of the incident, and any supporting documentation.
- Stoney Nakoda Resort & Casino will acknowledge receipt of a formal written complaint and provide a response within a reasonable period. The property may request additional information from the guest if needed to complete the review.
- If the guest remains dissatisfied following completion of the internal complaints process, the guest may contact the relevant provincial regulatory authority. In Alberta, matters relating to gaming operations may be directed to the Alberta Gaming, Liquor and Cannabis Commission (AGLC).
6. Regulatory Authority Contact
Stoney Nakoda Resort & Casino operates under the regulatory framework established by the Alberta Gaming, Liquor and Cannabis Commission. Guests with concerns that fall within the jurisdiction of the AGLC may contact that body directly. The AGLC provides public contact channels for regulatory inquiries, complaints, and licensing matters. Contact details for the AGLC are available through the official Government of Alberta website.
7. Response Timeframes
The following indicative timeframes apply to contact made through the channels described in this document. Actual response times may vary depending on the complexity of the matter and the volume of requests:
Channel - Expected Initial Response
In-person - Immediate or same day
Telephone - During operational hours
Written or electronic correspondence - Within 5 to 10 business days
Formal written complaint - Acknowledgement within 5 business days; substantive response within 30 days
Privacy request - Within 30 days, in accordance with applicable law
8. Accuracy of Information Provided
Guests are responsible for ensuring that the information provided when making contact is accurate, current, and complete. Stoney Nakoda Resort & Casino is not responsible for delays or errors that arise from incomplete, inaccurate, or misleading information submitted by the guest.
9. Updates to Contact Procedures
Stoney Nakoda Resort & Casino may update or amend the contact procedures described in this document at any time. Changes take effect upon publication on the official property channels. Guests are advised to consult the most recent version of this document when submitting inquiries.