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 within the ACT.

If your complaint relates to an incident involving the provision of a gambling service by a gambling service provider, we encourage you 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.

A complaint may be lodged with the Commission by:

Please ensure that you provide the Commission with a full and detailed account of the incident or problem along with your full contact details so as we can contact you if additional information is required.

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 and our staff will endeavour to respond to your complaint within 5 working days.

Matters that the Commission will investigate include complaints into any form of gambling compliance in relation to

  • Gaming Machines
  • Casino Canberra
  • ACTTAB Wagering
  • ACT Licensed Bookmakers
  • Bingo
  • Lotteries / Raffles
  • Keno

The Commission however will not investigate complaints that are in relation to customer service at gambling venues, behavioral (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.

Betting Disputes

Specific legislative provisions apply to disputes in relation to the underpayment or non-payment of winnings for bets made with an ACT licensed Bookmaker.

The dispute is to be referred to the Commission within 28 days of the completion of the event on which the bet was made using the Betting Dispute form (PDF 57KB).

The Commission must give a written direction about the dispute as soon as practicable.

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