About the ACT Gambling & Racing Commission


Objectives

  • The major objectives of the Commission are to:
  • regulate gambling and racing activities in accordance with ACT gaming laws.
  • review gaming laws to ensure their continued relevance and appropriateness.
  • manage research and data collection in regard to the social and economic impacts of gambling in the ACT.
  • ensure compliance by gaming organizations and persons with payment of fee and tax liabilities.
  • manage its resources in an efficient and effective manner.

Client Service Charter

Our customers are . . .

  • the ACT Government.
  • the ACT Gambling & Racing Industry.
  • the ACT public.

We are here to . . .

  • Strive to prevent or eliminate illegal activity within the gambling and racing sector.
  • Ensure that persons and organizations conducting gambling and racing activities in the ACT are suitable to conduct gambling and racing activities.
  • Ensure that staff involved in the delivery of gambling and racing services are of good character and reputation.
  • Ensure that gambling and racing activities are conducted fairly and in accordance with relevant legislation and any associated rules and guidelines.
  • Ensure that the ACT Government receives the correct amount of tax and other fees associated with gambling and racing activities.

What you can expect from us . . .

The Commission aims to provide a high standard of service to its customers by providing an honest, impartial and professional level of service in accordance with Government policy and recognised "best practice" principles.

We strive to provide an initial response to all written enquiries and correspondence within 5 working days of their receipt.

Licensing applications will be processed as soon as possible.

The Commission's office will be open between 8.30 am and 5.00pm Monday to Friday (excluding Public Holidays)

How you can help us . . .

  • by providing feedback on how we can improve our services or service standards.
  • by responding to our requests for information in a timely and accurate manner.

Suggestions

If you have a suggestion about how we can improve our service delivery, or  have a complaint about the service provided, please contact the Commission by telephone, letter or email.

Patron Complaints

Under section 31 of the Gambling and Racing Control Act 1999, a person may lodge a complaint with the Commission about compliance with a gaming law

A complaint may be lodged with the Commission by telephone or in writing.

If your complaint relates to an incident involving the provision of a gambling service by a gambling service provider, you should first attempt to resolve the matter with staff or management of the gambling service provider involved.  However if you feel that this approach has not been successful then contact the Commission.

Please ensure that you provide the Commission with a full and detailed account of the incident or problem.

At the time your complaint is received, it will be assessed by the Commission to ensure that it is about compliance with a gaming law.  You will be advised of the Commission's determination.

Matters that the Commission will not investigate include complaints regarding customer service at gambling venues, behavioural (including disciplinary matters) that are decided under a Club's constitution and patron access to a venue's security or surveillance systems.

Complaints that are within the Commission's jurisdiction will be fairly and independently investigated by the Commission and wherever possible the Commission will advise the complainant about the result of the investigation.

Specific legislative provisions apply to disputes in relation to the underpayment or non-payment of winnings for bets made with a licensed Sports Bookmaker.  This link will direct you to further information for Sports Bookmaking disputes.



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