Client Service

1.    Complaints, dissatisfactions and disputes

1.1.   Client’s dissatisfaction and complaint

Should you encounter any issue with Bet Right wagering services and betting products, or with Bet Right platform, website and mobile Apps, or are generally dissatisfied with some aspect of Bet Right services, products, or technology, please contact Client Advocacy at 1300 238 670 or support@betright.com.au.

If you are not completely satisfied with the response from Client Advocacy on the issue, you may submit a complaint to Bet Right in writing, by email (support@betright.com.au) and online on Bet Right website and mobile Apps, and Bet Right will give the complaint due consideration and will assess and investigate the complaint appropriately. Bet Right will endeavour to revert with a satisfactory response in the shortest time possible.

1.2. Client’s complaint

If you have a complaint in relation to a betting product(s), you must state the complaint in writing and forward to Bet Right, by email (support@betright.com.au) and online on Bet Right website and mobile Apps, and Bet Right will give the complaint due consideration and will assess and investigate the complaint appropriately. If you decide to telephone your complaint, Bet Right will make a voice recording of all telephone calls with you when you make a complaint (or query regarding your Account). You agree to such recordings being made.

If and when you decide to refer the complaint to the Racing and Wagering Commission of the Northern Territory in accordance with Rule 1.3, or Bet Right decides to refer the complaint to the Racing and Wagering Commission of the Northern Territory in accordance with Rule 1.4, you agree that the recording(s) and/or any records of your transactions online on Bet Right website and mobile Apps may be made available to the adjudicator of the Dispute to enable the Dispute to be determined in accordance with these Rules. All records of voice recordings will be securely retained by us in accordance with Directive on Surveillance, Privacy and Data (including Personal Information Use and Disclosure) Protection.

1.3. Client’s complaint — Referral to Racing and Wagering Commission

You may consider referring the complaint to the Racing and Wagering Commission of the Northern Territory If your complaint relates to:

(i) lawful betting;

(ii) a sporting event (other than a horse race, trotting race or greyhound race) may not have been fairly or lawfully conducted or for any other reason the result of the event, either generally or in relation to a particular bet or class of bets, is not what would be legitimately expected if all steps in the proceedings of the event or the declaration of its result were honestly and fairly conducted or declared.

Please go to Racing and Wagering Commission webpage Complain about a sports bookmaker or betting exchange operator and use the wagering complaint form.

1.4. Client’s complaint — Referral to Racing and Wagering Commission

Bet Right may consider that it would be more appropriate for a complaint to be investigated and heard by the Racing and Wagering Commission of the Northern Territory and refer the complaint to the Commission, ie complaints such as the following:

(i) a complaint relating to lawful betting;

(ii) a complaint relating to a sporting event (other than a horse race, trotting race or greyhound race) may not have been fairly or lawfully conducted or for any other reason the result of the event, either generally or in relation to a particular bet or class of bets, is not what would be legitimately expected if all steps in the proceedings of the event or the declaration of its result were honestly and fairly conducted or declared.

1.5. Client’s complaint — Alternative

If you have a complaint in relation to moneys payable on a winning lawful bet, you may consider taking legal proceedings for the recovery of such moneys.

2.  Pre-Commitment Facility

2.1. Pre-commitment facility

Pursuant to the NCPF, Bet Right provides you, on Bet Right website and mobile Apps, with a voluntary pre-commitment facility designed for you to set a limit to deposits you make to your Betting Account with the flexibility of a range of periods including daily, weekly, fortnightly and monthly. If you take advantage of this facility during process of opening a Betting Account with Bet Right, Bet Right will not allow you to exceed the limit. Please see the Rule Book on Betting Account.

3.  Self-Exclusion

3.1. Bet Right Self-Exclusion Register

Pursuant to the NCPF, Bet Right provides you with the facility of self-exclusion including that of BetStop the national self-exclusion register. Self-exclusion is explained here.

Version: 1:3

Date: 03.07.2024

Revision History