21Register operator procedures for dealing with complaints about the administration or operation of the Register

21 Register operator procedures for dealing with complaints about the administration or operation of the Register

(1) A person may make a complaint about the administration or operation of the Register to the Register operator via the BetStop website or by telephone using the BetStop telephone number.

(2) Where a complaint referred to in subsection (1) is received, the Register operator must:

(a) acknowledge that it has received the complaint in writing to the complainant within 3 business days after receiving the complaint; and

(b) provide a written response to the complainant within 28 days after receiving the complaint setting out how the complaint was investigated and the outcome of the investigation.

(3) If a complainant is dissatisfied with the outcome of an investigation notified under paragraph (2)(b), they may request the Register operator to review the investigation.

(4) Where a request referred to in subsection (3) is received, the Register operator must:

(a) acknowledge in writing to the complainant that it has received the request within 3 business days after receiving the request; and

(b) provide a written response to the complainant within 28 days after receiving the request setting out how the request was reviewed and the outcome of the review.

(5) If a complainant is dissatisfied with the outcome of a review notified under paragraph (4)(b), they may request the Register operator to transfer the matter to the ACMA for further consideration.

Note: The Register operator must refer a complaint made under subsection 61QB(2) of the Act about alleged contraventions of Part 7B of the Act or these Rules to the ACMA.