Quality Management System
Our Commitment to Quality
The Hellenic Gaming Commission (HGC) is committed to promoting a culture of quality, excellence, and continuous improvement across all its activities. Through the active participation of its personnel and the implementation of modern management practices, the Authority continuously enhances its services, processes, and organisational effectiveness to meet current and future challenges while serving the public interest.
In today’s rapidly evolving environment, the effectiveness of public administration plays a critical role in strengthening institutional credibility, supporting economic development, and delivering value to citizens and stakeholders. Recognising this, the HGC has developed and implemented an integrated management framework designed to ensure high standards of governance, operational efficiency, and accountability.
The Authority’s management system is founded on:
- Standardised and efficient business processes
- Continuous monitoring and quality assurance
- Compliance with regulatory and international standards
- Organisational independence and integrity
- Operational resilience and business continuity
- Continuous improvement and innovation
Through this framework, the HGC seeks to strengthen public trust, enhance the quality of its services, and effectively fulfil its regulatory and supervisory responsibilities.
Policies and Governance Framework
The HGC has adopted a comprehensive set of policies that support its commitment to quality, transparency, integrity, security, and sustainability.
Key Policies
Anti-Corruption and Anti-Bribery Policy
Policy on Preventing and Addressing Violence and Harassment
These policies establish the standards and principles that guide the Authority’s operations and decision-making processes.
Reporting Policy and Whistleblowing Framework
Head of Receiving and Monitoring Reports (YPPA)
The HGC Reporting Policy establishes a secure and confidential framework for the submission, handling, and monitoring of reports concerning potential violations, misconduct, or breaches of applicable laws, regulations, and internal policies.
The policy is implemented in accordance with:
- Directive (EU) 2019/1937 on the protection of whistleblowers
- Law 4990/2022 of the Hellenic Republic
Its purpose is to strengthen integrity, transparency, accountability, and good governance throughout the Authority’s operations.
Reporting Channels
Employees, partners, contractors, suppliers, and other stakeholders may submit concerns or reports related to the Code of Ethics and Conduct or the Reporting Policy through the following channels:
Written Submission
Reports may be submitted confidentially to:
Head of Receiving and Monitoring Reports (YPPA)
Hellenic Gaming Commission
17 Acharnon Street & Mavrokordatou Square
104 38 Athens, Greece
Please mark all correspondence as “Confidential”.
Email Reporting
Reports may be submitted electronically to:
In-Person Meeting
A personal meeting with the YPPA may be arranged at the request of the reporting person within a reasonable timeframe.
Oral Reports
Where a report is made orally, minutes may be prepared or the discussion may be recorded, where permitted and with the consent of the reporting person. The reporting person retains the right to review, correct, and approve the recorded content before it is finalised.
External Reporting Channels
The HGC informs stakeholders of their right to submit reports directly to the National Transparency Authority (NTA) or another competent authority, where appropriate.
National Transparency Authority
- email: kataggelies[@]aead.gr
- Online Reporting Platform: https://aead.gr/submit-complaint/
- Postal Address: National Transparency Authority
195 Lenormand & Amphiaraou Street
104 42 Athens, Greece
Reports may also be submitted to any other competent authority, where relevant under applicable legislation.