Report shows Crown Casino needs to improve dealing with customer complaints

The third report by Crown Resort's government-appointed special manager at its Melbourne casino says it needs considerable improvement in its approach to handling complaints. Stephen O'Bryan KC was appointed in January last year to oversee Crown's operations after recommendations from the Royal Commission into the casino. He says concerns raised by customers and other members of the public need to be properly recorded, considered, and responded to and Crown's response will be monitored.