Customer Service Standards

Pursuant to the requirements set forth in ORC. 121.91(A), the Commission maintains the following customer service standards: 


The goal of every Commission employee is to assist our customers. We treat internal and external customers with courtesy and respect. We look for opportunities to help people and then act to follow through by providing them with any information allowed by law needed to respond to their concern or request. We take the initiative to continually improve our service and operations.  

The Commission’s Central Office hours are Monday through Friday 8:00 AM– 5:00 PM. Additionally, the Commission has offices at each of the four casinos in Ohio providing 24-hour 7-days a week coverage.  

Commission employees will return most voicemails within 24-48 hours. Some voicemails may need more time to gather information/data prior to responding to the voicemails. Commission employees’ interactions with customers will be conducted in a professional and courteous manner, even if the customer is not extending the same level of courteous behavior. 

Commission employees will return written/email correspondence in a timely manner. Written/Email correspondence will be professional and contain complete and accurate information.  


We work together to serve our customers, solve problems, and work out issues. We understand and value the importance of information sharing and communication. We know that being a part of the team means being respectful and helpful to all team members. We cooperate and collaborate with other governmental agencies and community organizations to provide resources to our customers. 


Customer service standards are incorporated in Commission position descriptions of employees who have direct contact with the portion of the public that the Commission serves. Employees who receive annual performance evaluations in accordance with the Commission’s Performance Evaluation Policy are evaluated on the statewide customer service competencies. 


One of the first acts of the Commission was the adoption of a Code of Conduct. It was and continues to be important that employees and the public know the standards and expectations of the Commission.  Commission members and employees are expected to discharge their duties with loyalty and in such a manner to promote and preserve public trust and confidence in the integrity of the Commission and the discharge of its responsibilities. Click here to learn more about the Commission’s Code of Conduct. 

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