Complaints & Dispute Resolution

1. How to lodge a complaint (Internal Dispute Resolution)

Send an email to complaints@edge-wise.org with:

• Your name and the email address on your account.
• A description of what happened, including dates.
• What outcome you are seeking.
• Any screenshots or supporting information.

You can also write to: Edgewise Complaints, Sydney NSW, Australia(full postal address provided on request).

2. What happens next

1. Within 2 business days — we acknowledge receipt of your complaint and assign a reference number.
2. Within 10 business days — we investigate and contact you with our initial response or a request for more information.
3. Within 21 calendar days — we provide a final written response. Where the complaint is complex, we will tell you why more time is needed and give a new expected date.
4. If you are not satisfied with our final response, you can escalate to the external bodies listed below.

3. External escalation (Australia-wide)

You can contact one or more of the following bodies depending on the nature of your complaint. Edgewise will cooperate fully with any regulator or ombudsman investigation.

• Australian Communications and Media Authority (ACMA) — for complaints about prohibited or unlicensed interactive gambling content, or breaches of the Interactive Gambling Act 2001 (Cth).
  acma.gov.au
• Office of the Australian Information Commissioner (OAIC) — for privacy complaints under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, after first raising the issue with us.
  oaic.gov.au/privacy/privacy-complaints · 1300 363 992
• State & Territory Fair Trading / Consumer Affairs — for consumer complaints under the Australian Consumer Law:
  • ACT: Access Canberra — 13 22 81
  • NSW: NSW Fair Trading — 13 32 20
  • NT: NT Consumer Affairs — 1800 019 319
  • QLD: Office of Fair Trading QLD — 13 74 68
  • SA: Consumer and Business Services SA — 131 882
  • TAS: Consumer, Building and Occupational Services — 1300 654 499
  • VIC: Consumer Affairs Victoria — 1300 558 181
  • WA: Consumer Protection WA — 1300 304 054
• ACCC — for misleading or deceptive conduct.
  accc.gov.au · 1300 302 502
• BetStop / Gambling Help Online — for gambling-harm related concerns: betstop.gov.au · 1800 858 858

4. Record-keeping

We keep a record of every complaint, the steps we took, and the outcome, for a minimum of 7 years. Complaints data is reviewed quarterly to identify systemic issues and improve the service.

5. Accessibility

If you need help lodging a complaint, contact us by email and we will arrange an accessible format. For users who require an interpreter, the Translating and Interpreting Service (TIS National) is available on 131 450. Users who are deaf or have a hearing or speech impairment can contact us via the National Relay Service: 1300 555 727 or accesshub.gov.au.

6. Related policies

• Responsible Gambling Policy
• Terms of Use
• Privacy Policy