Step one: tell us

Email support with the word COMPLAINT in the subject line. Include your username, what happened, when, and what you would like done about it. If it concerns a bet, the receipt number saves everybody a round trip.

What happens then

1. We acknowledge within one business day.
2. Somebody who was not involved in the original decision reviews it.
3. We ask for anything further we need once, rather than in instalments.
4. We give you a written answer with reasons, normally within ten business days.
5. If we got it wrong we fix it, including where the error was in our favour and you had not noticed.

Step two: escalate to the regulator

If our answer does not satisfy you, take the matter to the Northern Territory Racing Commission, which licenses us under sports bookmaker licence NT-RWC-SB-2017-0412. The Commission can review betting disputes involving NT-licensed bookmakers, and its determination binds us. Referring a matter costs you nothing and does not require a lawyer.

Other avenues

• Privacy. Complaints about personal information can go to the Office of the Australian Information Commissioner once we have had a chance to respond.
• South Australian residents. Gambling operations concerning you are also governed by the South Australian Gambling Codes of Practice.
• Consumer law. Nothing in our process limits your rights under the Australian Consumer Law.

What we keep

Every complaint is logged with the date, the substance, the outcome and the time taken. We report complaint data to our regulator as required, and we review the log quarterly to find the causes rather than just the cases.