Complaints & dispute resolution

We are committed to resolving every complaint quickly and fairly. If something has gone wrong, follow the steps below. You have the right to escalate to an independent regulator at any stage.

Before you complain

Many questions about bet settlement, voided markets, or account queries are covered in our Terms & Conditions. Please review the relevant section first. If you have done so and still believe an error has occurred, proceed to Step 1.

Nothing in these terms 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 — Contact our support team

Most issues are resolved at first contact. Please get in touch through any of the following channels:

• Email: support@tabtovch.mobi
• Phone: 1300 36 36 88 (7 am – 10 pm AWST, 7 days)
• Online form: contact page — select "Complaint / Dispute" as the subject

To help us resolve your complaint quickly, please include:

• Your account number or registered email address.
• The date and a description of the issue.
• Any relevant reference numbers (e.g. transaction ID, bet ID, market name).
• The outcome you are seeking.

We will acknowledge your complaint within 1 business day and aim to provide a resolution within 10 business days.

Step 2 — Internal escalation (formal review)

If you are not satisfied with the Step 1 outcome, you may request a formal internal review by emailing complaints@tabtovch.mobi with the subject line "Formal Complaint". Please include:

• Your full name and account number.
• A clear description of the complaint and the outcome you are seeking.
• Copies of any previous correspondence with our support team regarding this matter.

A senior staff member independent of the original decision will conduct the review. We will provide a written final decision within 20 business days of receiving your formal complaint. If we need more time, we will notify you and explain why.

Step 3 — External escalation

If you remain dissatisfied after our internal process, or if we have not issued a final response within the timeframes stated above, you may refer your complaint to an external body. There is no fee to escalate to the regulator. External bodies may apply their own time limits, so contact them promptly after receiving our final response or once our timeframes have lapsed.

Gaming and Wagering Commission of Western Australia

The Gaming and Wagering Commission of Western Australia (GWC) is our licensing and regulatory authority for wagering complaints. You may lodge a complaint with the GWC at any time — you do not need to exhaust our internal process first.

• Website: gwc.wa.gov.au
• Licence reference: WA-BMK-2024-56301377

Office of the Australian Information Commissioner (OAIC) — privacy complaints

For complaints about how we have handled your personal information under the Privacy Act 1988 (Cth), you may contact the OAIC. Under the Privacy Act 1988 (Cth) and OAIC guidance, the OAIC will generally only consider a privacy complaint if we have not resolved it within 30 days.

• Website: oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5288, Sydney NSW 2001

Australian Communications and Media Authority (ACMA) — interactive gambling

The ACMA regulates online gambling under the Interactive Gambling Act 2001 (Cth), including the BetStop National Self-Exclusion Register.

• Website: acma.gov.au
• Phone: 1300 850 115
• Post: PO Box 13112, Law Courts, Melbourne VIC 8010

Australian Financial Complaints Authority (AFCA) — payment disputes

For unresolved disputes about payments or financial services, you may contact AFCA.

• Website: afca.org.au
• Phone: 1800 931 678
• Post: GPO Box 3, Melbourne VIC 3001

Summary of timeframes

If you get no response

If we do not acknowledge your complaint within 1 business day, or do not provide a final response within the timeframes set out above, you do not need to wait. You may escalate directly to the Gaming and Wagering Commission of Western Australia, and — depending on the issue — to the OAIC, ACMA or AFCA using the contacts above.

Reference numbers

When you contact us we issue a unique complaint reference number and confirm it in writing. Please quote this number in any follow-up or when escalating to an external body, as it helps everyone locate your file quickly. If you have lost your reference number, email complaints@tabtovch.mobi with your account details and we will resend it.

Anonymous & third-party complaints

You may raise a complaint anonymously, although this can limit our ability to investigate account-specific matters or to tell you the outcome. A third party — such as a family member or an authorised representative — may also complain on a customer’s behalf; we may ask for the customer’s consent or proof of authority before discussing account-specific information.

Integrity matters

Concerns about match-fixing, corrupt betting or the misuse of inside information are handled separately from customer complaints. Report them confidentially to integrity@tabtovch.mobi — see our Integrity & Anti-Match-Fixing page. We cooperate with Sport Integrity Australia, racing controlling bodies and law enforcement on these matters.

Other relevant bodies

• Australian Competition and Consumer Commission (ACCC) — consumer rights and fair trading: accc.gov.au
• Consumer Protection WA — Western Australian consumer issues: commerce.wa.gov.au/consumer-protection

Complaint contacts at a glance