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We are the new, independent regulator of Victoria’s gambling industry. We have stronger powers and a sharper purpose to ensure integrity, safety and fairness for all.
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The VGCCC regulates businesses focusing on the people, premises, products and promotions involved in supplying gambling to ensure the integrity of Victoria's gambling industries and to minimise harm.
 
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Make a complaint

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Make sure your complaint includes details of the alleged incident or issue, such as the name of the venue or organisation, location, times, dates and names of people involved, if known. You can also upload any evidence you have. 

How to make a complaint

  • Complete the form below
  • Call us on 1300 599 759
  • Download and complete the general complaint form (PDF, 282.7 KB) (PDF, 406KB) and mail it to: 

Regulatory Services Division
VGCCC
GPO Box 1988
Melbourne VIC 3001

If you need help making a complaint, please call 1300 599 759.

How we handle your complaint

We aim to acknowledge your complaint within 5 working days. This may take longer for complaints sent by mail.

We may contact you if:

  • we need more information or
  • we cannot action your complaint. In this case, we will refer you to the right organisation to help.

In most cases, we will notify you of the outcome within 30 working days. Complex complaints may take longer, but we’ll let you know if that’s the case.

Complaint reviews

If you are not satisfied with the decision we've made regarding your complaint, you can request a review within 28 days of the original decision.

Send your request for a complaint review:

  • via email to [email protected]  or​
  • ​by post to: GPO 1988, Melbourne, Victoria 3001

Please include:

  • your contact details
  • the case reference number
  • why you believe the decision was wrong
  • any new information
  • copies of letters or documents not given before
  • what outcome you want.

If you're still not satisfied with the result, you can reach out to the Victorian Ombudsman.

General complaint form

About your complaint

If your complaint is about something that is not listed below, it may not be a matter we can help you with and you may need to direct your complaint to a different authority.

NOTE: It is an offence for anyone to display (or cause to be displayed) static alcohol advertising within 150 metres of the perimeter of a school for any direct or indirect financial benefit. See Alcohol advertising near schools for information on what is prohibited.

NOTE: Static betting advertising is prohibited from 150m of schools, on public transport infrastructure and on or above a public road, road infrastructure or road reserve. See Changes to the Gambling Regulation Act for venue operators for information on what is prohibited.

Victorian Bookmakers are regulated by a number Code of Conducts and a Ministerial Direction in relation to 4.8A.2 of the Gambling Regulation 2003, commonly referred to The National Consumer Protection Framework.

 We can only investigate complaints if:

  1. The bookmaker is licensed in Victoria and provides interactive wagering and betting services to anyone; or
  2. The bookmaker provider is located outside Victoria elsewhere but provides interactive wagering and betting services to a Victorian resident.

Before you submit a complaint, please ensure that you check that we regulate the bookmaker that you are complaining about by viewing our Bookmakers page as below:

VGCCC Bookmakers

VGCCC Bookmaker’s code of conduct

Please also review the below link to Australian Communications and Media Authority (ACMA) to check in which state the Bookmaker is regulated.

ACMA 

Once you submit your complaint, please also confirm your state of residency.

Please beware that if you submit a complaint about a bookmaker that does not meet the above criteria, we may not investigate your complaint and we will refer you to the relevant authority.

NOTE: Before completing this form to make an amenity (noise) complaint, please read the Amenity fact sheet (PDF, 267.46 KB) and download the record of noise complaints logbook (DOCX, 17.09 KB). Inspectors may require access to your property to assess the noise levels and to identify the source of the noise.

If your complaint is about something not listed above, please specify it here.

Details of your complaint

If the incident took place somewhere not listed above, please specify it here.
Provide online or social media URL you're making a complaint about
:
If you are unsure of the date and time, please give as much information as possible.

What happened?

Please provide as much detail as possible.
e.g. Victoria Police.
Please provide their contact details.
If you don't fit into any of the categories above, please specify here.
If the complaint is substantiated, are you willing to provide a written statement regarding the matter?

NOTE: In marking ‘Yes’ to making a statement, if your complaint proceeds to court, you may be required to attend court as witness and give evidence in relation to your complaint.

About you

By ticking 'Yes' I acknowledge that I am submitting this form anonymously and that the Victorian Gambling and Casino Control Commission  will not contact me to discuss the information I have provided.

More information

Please upload any supporting documentation here. If your file exceeds the maximum 2 MB limit, we will contact you to request any further documentation if required.
Files must be less than 2 MB.
Allowed file types: gif jpg jpeg png pdf doc docx.

Collection notice

The Victorian Gambling and Casino Control Commission (VGCCC) is committed to protecting your privacy.

You can send us your complaint or tip-off anonymously by checking the tick box next to the ‘would you like to remain anonymous’ question on the form. To remain anonymous, please do not include any personal information (such as your name or contact information) in your submission.

Our website records your I.P address, which may reveal your location at a city or postcode level. If you do not feel safe using this online form to submit your complaint or tip-off, you can also post it to us: VGCCC Investigations - GPO 1988, Melbourne, Victoria, 3001 The VGCCC collects your first name, surname, state, email address, optional home address and phone number to:

· contact you if we need to clarify or ask for further information about your complaint or tip-off

· let you know of the outcome of your complaint or tip-off.

We may share your personal information with other organisations for these reasons:

· when we need to pass your complaint or tip-off to another organisation

· to verify your betting account with the gambling company

· name only: when we contact the gambling company about the complaint (e.g. Jane Citizen has made a complaint about your company about x issue)

· when we have to by law.

If you choose not to provide your personal information, we will not be able to contact you or refer your complaint to another organisation for the reasons mentioned above.

If you have any questions about how we handle your personal information or would like to access or change your personal information, you can contact us at [email protected]

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