Complaints and dispute resolution.
PLAYWEST PTY LTD investigates every complaint in accordance with the Victorian Gambling and Casino Control Commission Code of Conduct and the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.
Step 1. Internal review
Write to complaints@playwestbets.com with the account identifier (if any), a description of the matter, and the desired outcome. An acknowledgement, including a complaint reference number, is issued within 1 business day. A written determination is issued within 21 calendar days. Where a matter is complex and cannot be resolved within that time, we will tell you why and give an expected timeframe.
Step 2. Internal escalation
If you are not satisfied with the initial determination, you may ask for the matter to be escalated to a senior officer for internal review. Quote your complaint reference number. The senior review is conducted independently of the original decision-maker.
Step 3. External escalation
If your complaint remains unresolved after internal review, you may refer it to the relevant external body. Quote your complaint reference number.
- VGCCC — Victorian Gambling and Casino Control Commission, for wagering-conduct disputes. vgccc.vic.gov.au · 1300 599 759 · GPO Box 1988, Melbourne VIC 3001.
- OAIC — Office of the Australian Information Commissioner, for privacy matters. oaic.gov.au · 1300 363 992 · GPO Box 5288, Sydney NSW 2001. Under the Privacy Act 1988 (Cth) and OAIC guidance, the OAIC generally accepts a privacy complaint only after you have complained to us and allowed at least 30 days for a response.
- ACMA — Australian Communications and Media Authority, for advertising and Interactive Gambling Act matters. acma.gov.au · 1300 850 115 · PO Box 13112, Law Courts, Melbourne VIC 8010.
- AFCA — Australian Financial Complaints Authority, for financial-services disputes where eligible. afca.org.au · 1800 931 678 · GPO Box 3, Melbourne VIC 3001.
Time limits for external escalation
External bodies apply their own time limits. As a general guide, you may approach the OAIC after allowing us 30 days to respond, and AFCA generally requires a complaint to be lodged within set periods after our final response. Check each body's website for the current limits that apply to your matter.
If you do not receive a response
If we do not acknowledge or determine your complaint within the timeframes above, you may escalate directly to the relevant external body listed in Step 3 without waiting further.
Tracking and reference numbers
Every complaint is assigned a unique reference number on acknowledgement. Quote this number in any follow-up or external escalation so the matter can be tracked.
Anonymous and third-party complaints
Complaints may be made anonymously or by a third party on a customer's behalf. Anonymous complaints are investigated as far as practicable, though we may be unable to provide an individual outcome where we cannot identify or contact the complainant.
Integrity matters
Suspected match-fixing, corruption or other sports-integrity concerns can be reported to integrity@playwestbets.com and may be referred to the relevant controlling body, Sport Integrity Australia and law enforcement.
Records
Complaint records are retained in accordance with the AML/CTF Act 2006 (Cth) record-keeping requirements and the VGCCC Code of Conduct.
Legal framework
- Gambling Regulation Act 2003 (Vic).
- VGCCC Directions and Code of Conduct.
- Privacy Act 1988 (Cth).
- Interactive Gambling Act 2001 (Cth).
- Corporations Act 2001 (Cth), Part 7.10A (external dispute resolution — AFCA), where applicable.
- Australian Consumer Law (Competition and Consumer Act 2010 (Cth), Schedule 2).
Operated by PLAYWEST PTY LTD (ABN 45 603 866 388 · ACN 603 866 388). Sports Bookmaker Licence VIC-BM-2022-0661 granted by the Victorian Gambling and Casino Control Commission. Registered office: 70 Grandstand Road, ASCOT WA 6104. Contact: support@playwestbets.com.
