Complaints Process
We're committed to providing excellent service. If you're not satisfied with any aspect of our service, we want to hear from you and make it right.
Please provide as much detail as possible to help us investigate and resolve your complaint effectively.
Submit Your Complaint
Complete our complaint form with detailed information about your issue.
ImmediateAcknowledgment
We'll acknowledge receipt of your complaint within 24 hours.
24 hoursInvestigation
Our team will thoroughly investigate your complaint and gather all relevant information.
5-10 business daysResolution
We'll provide a detailed response with our findings and proposed resolution.
15 business days- Clear description of the issue
- Dates and times when relevant
- Screenshots or documentation
- Previous communication details
- Your desired resolution
Our complaints team is available Monday to Friday, 9AM-5PM AEST
External Dispute Resolution
If you're not satisfied with our response to your complaint, you have the right to escalate your complaint to an external dispute resolution body.
Queensland's gambling regulator
When to contact: If you're not satisfied with our response
Independent dispute resolution service
When to contact: For financial service complaints
Privacy complaints and data protection
When to contact: For privacy and data protection issues