Complain about a sports bookmaker or betting exchange operator

If you have a complaint about a sports bookmaker or betting exchange (wagering operator), there are rules you need to follow.

You can make a complaint about:

• an alleged breach of the Racing and Wagering Act 2024, its regulations, approved codes of practice or rules, or
• how a wagering operator handled a wager.

You must first make every reasonable effort to resolve a complaint directly with the bookmaker or operator.

If you don't do this first, your complaint may be refused.

Wagering operators have systems in place to take the following actions around complaints:

• review
• record
• manage
• investigate.

If you are still unhappy after speaking with the wagering operator, you may be able to refer your complaint to the Northern Territory (NT) Racing and Wagering Commission.

You must submit your complaint to the commission within 14 days of becoming aware of the issue, but no later than 2 years from the date it occurred.

If you make a complaint after 14 days, you will need to give a reason for the delay in making the complaint.

The commission may allow late complaints, but only if they are made within 2 years of the issue.

What the commission can't investigate

The commission can’t investigate any of the following:

• complaints older than 2 years after the matter occurred
• complaints about the national self-exclusion register, BetStop
• requests for compensation or damages
• customer service disputes
• complaints about bets that were never accepted, processed or refused
  • including cashouts being removed or not being offered
• betting accounts where restrictions have been imposed by the wagering operator
  • including the use of their promotions, or on the amount a customer can bet
• complaints about minimum bet laws
• betting accounts that have been closed by the wagering operator.

If your complaint relates to any of the above, you may decide to seek independent legal advice.

If your complaint relates to an operator outside of the NT, contact the relevant authority in the state or territory where they are licensed.

Find out more about the role of the commission on the Department of Tourism and Hospitality website.

What the commission may refuse to investigate

The commission may refuse to investigate the following:

• trivial or vexatious complaints
• a complaint where no grounds exist
• if you haven't raised it with the wagering operator.

Before you make a complaint

You must first try to resolve the matter with the operator as soon as any disputes happen.

You can help resolve the matter by:

• checking your rights by reading the terms and conditions
• contacting the wagering operator and explaining the issue and the outcome you want
• providing the wagering operator with information that supports your claim
• asking for a dispute reference number as evidence of your dispute.

If your dispute has still not been resolved, you can lodge a complaint with the commission.

Make a complaint

To make a complaint, fill in the wagering complaint form.

You must provide all of the following information:

• a summary of the complaint and the outcome you want
• details of the wager in dispute
• the dispute reference number provided by the wagering operator
• what contact you have had with the wagering operator to try and resolve the dispute, and the outcome
• the name of the wagering operator
• your betting account details
• copies of information including betting slips and other correspondence that support your complaint.

Making a complaint on the behalf of another person

You can make a complaint on the behalf of someone else.

When submitting the complaint, you must provide:

• a valid reason for acting on the behalf of the other person
• a signed authority form to act on their behalf
• information to support their claim.

Anonymous complaints

You can make an anonymous complaint. However, it will only be investigated if:

• it raises a serious matter and
• there is sufficient information to enable the commission to investigate.

If you want to make an anonymous complaint, call Licensing NT on 08 8999 1800.

After you submit a complaint

Complaints can take 12 to 24 months to be finalised from when they are received.

The Director on behalf of the commission will assess your complaint to make sure it meets the requirements of the:

• Racing and Wagering Act 2024
• NT Code of Practice for Responsible Service of Online Gambling 2019.

Once satisfied, the Director may investigate the complaint on behalf of the commission and prepare a report for review and decision.

The commission may decide to take any of the following actions:

• hold a hearing and summon the people involved to give evidence
• take evidence from other people
• request books, accounts, tickets or other documents from those involved.

If the commission upholds the complaint it can do any of the following:

• impose penalties including fines
• suspend or cancel a wagering operator's licence
• decide whether bets associated with a client account are lawful or unlawful
• direct the wagering operator to take specific action.

If your complaint is refused

If your complaint is refused, Licensing NT will contact you and provide reasons for the decision.

Complaints that are refused cannot be appealed to the Northern Territory Civil and Administrative Tribunal (NCAT).

Publishing the decision

Dispute or discipline decisions can be published if the commission decides it is in the public interest.

Responsible gambling

If you or someone you know has a gambling problem, you can get help through Gambling Help Online.

If you need help to stop yourself gambling, you can:

• apply through the national self-exclusion register BetStop
• apply for the NT self-exclusion notice.