How we handle your complaints and enquiries
You can make a complaint or enquiry online or by calling us on 1800 238 786.
We will respond to you as soon as possible.
We may need to contact you for further information or evidence in order to look at your complaint or enquiry.
Information about how we collect and handle personal information is available in our privacy policy. It may be necessary for us to share your complaint or enquiry with the Australian Communications and Media Authority (ACMA).
You can contact us anonymously, but it will be difficult for us to look into the matter for you.
Complaints about BetStop - the National Self-Exclusion Register™
If you have made a complaint about our administration or operation of BetStop - the National Self-Exclusion Register, we will:
- Acknowledge your complaint within 3 business days
- Resolve your complaint within 28 days. If we cannot resolve your complaint, we’ll explain why and let you know about other options.
If you are unhappy with the outcome of our investigation, you may request that we review it.
If you ask for a review, we will respond in writing within 28 days.
If you are not satisfied with the outcome of the review, you may request that we refer the complaint to the ACMA for review.
Complaints about breaches
You may make complaints about alleged breaches of obligations relating to the National Self-exclusion Register as set out in the Interactive Gambling Act 2001 or Interactive Gambling (National Self-exclusion Register) Register Rules 2022 . This could involve matters such as:
- You have been able to gamble or open an account while you are self-excluded
- You have been sent promotional material while you are self-excluded
- A wagering provider has not closed your account or refunded credit after you self-excluded
- Someone has inappropriately disclosed information about your self-exclusion.
We must refer these matters to the ACMA for consideration as the regulator.
The ACMA may contact you for further information or evidence during an investigation unless your complaint was made anonymously.
Information about how the ACMA collects and handles personal information is available in its privacy policy.
The ACMA may disclose information about your complaint to third parties when investigating a matter. This may include disclosing information to the subject of the complaint.
General enquiries
If you have made a general enquiry asking for information about BetStop - the National Self-Exclusion Register or your self-exclusion, we will aim to handle these enquiries as soon as possible.
You may wish to visit our Frequently Asked Questions page before contacting us.