Complaints

There are instances in which the VGCCC will be unable to investigate complaints as they fall outside of our jurisdiction, such as:

• gaming operators that fall outside of our jurisdiction
• barring orders issued by licensed premises or Victoria Police
• police matters such as public order offences and criminal offences
• council-related matters such as local planning permits
• wagering and service providers licensed outside Victoria are only regulated in relation to their advertising conducted within Victoria and inducements offered to Victorian residents
• customer service received at a venue
• civil matters in relation to debt recovery or breach of civil contract.

If a complaint falls outside the jurisdiction of the VGCCC, you may be referred to another organisation.

Complaints should include details on any alleged incident or issue including:

• name of premises or organisation
• location
• time
• date, and
• when possible, the names of any people involved.

While you may lodge a complaint anonymously, this may hinder our investigators from securing further information from you. We are able to keep complainant details private and we do not disclose them to other parties.

It is important that all information provided is accurate, correct, and includes as factual information.

Complaints are handled systematically to ensure investigative policies and procedures are followed.

In general terms, the complaints cycle can be seen as a four-step process:

Complaints relate to something that has happened which may have broken one or more of the gambling laws that we are able to investigate and may include:

• Advertising
• Bingo
• Casino operation
• Club administration/management
• Electronic Gaming Machines (pokies)
• Hotel (pub) operation
• Lotteries and competitions
• Raffles
• Responsible Service of Gaming (RSG)
• Wagering

Complete the complaint form online or download the general complaint form (PDF, 406KB) and submit by mail to VGCCC, GPO Box 1988, Melbourne VIC 3001. You can expect an acknowledgement of your complaint within five business days. Note: responses to complaints made by mail may be delayed.

Complaints about the VGCCC relate to:

• how the VGCCC conduct business as a regulator
• how the VGCCC implements procedures and processes
• how staff conduct themselves as representatives of the VGCCC.

Complaints can be made in writing by using our contact us form.