Close icon
CLOSE
Refine your search options
Mobile hamburger iconSearch icon
I want
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.
Gambling types
Gambling
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.
 
  • Gaming venue operator
  • Gaming industry employee
  • Wagering and sports betting
  • Bookmaker (and employee)
  • Lotteries
  • Bingo
  • Keno
  • Raffle
  • Casino
  • Community and charitable gaming
  • Manufacturer, supplier or tester
  • Back
  • Apply for a new licence
  • Understand your licence
  • Manage my licence
  • Education and training
  • Licensee resources
  • Back
  • Apply for a new licence
  • Understand your permit
  • Manage my licence
  • Bookmaker employee application
  • Licensee resources
  • Back
  • Trade promotion lotteries
  • Public lotteries
  • Back
  • Apply for a new licence
  • Understand your permit
  • Manage my licence
  • Licensee resources
  • Back
  • About Keno
  • Understand your permit
  • Licensee resources
  • Back
  • Apply for a new licence or permit
  • Understand your permit
  • Manage my licence
  • Licensee resources
  • Back
  • Apply for a new permit
  • Understand your permit
  • Manage my permit
  • Licensee resources
  • Back
  • Apply for a new licence
  • Understand your permit
  • Manage my licence
  • Licensee resources
Help
How can we help?
Refine your search options
 

Complaints

Other related content

We regulate gambling activities, focusing on the people, premises, products and promotions.

Through our complaints process, we investigate breaches under a number of gambling laws.

What we cannot investigate

There are instances in which the VGCCC will be unable to investigate complaints as they fall outside of our jurisdiction, such as:

  • gaming operators that fall outside of our jurisdiction
  • barring orders issued by licensed premises or Victoria Police
  • police matters such as public order offences and criminal offences
  • council-related matters such as local planning permits
  • wagering and service providers licensed outside Victoria are only regulated in relation to their advertising conducted within Victoria and inducements offered to Victorian residents
  • customer service received at a venue
  • civil matters in relation to debt recovery or breach of civil contract.

If a complaint falls outside the jurisdiction of the VGCCC, you may be referred to another organisation.

What to consider before making a complaint

Complaints should include details on any alleged incident or issue including:

  • name of premises or organisation
  • location
  • time
  • date, and
  • when possible, the names of any people involved.

While you may lodge a complaint anonymously, this may hinder our investigators from securing further information from you. We are able to keep complainant details private and we do not disclose them to other parties.

It is important that all information provided is accurate, correct, and includes as factual information.

The complaint process

Complaints are handled systematically to ensure investigative policies and procedures are followed.

In general terms, the complaints cycle can be seen as a four-step process:

The complaint cycle

 

Make a complaint

Complaints relate to something that has happened which may have broken one or more of the gambling laws that we are able to investigate and may include:

  • Advertising
  • Bingo
  • Casino operation
  • Club administration/management
  • Electronic Gaming Machines (pokies)
  • Hotel (pub) operation
  • Lotteries and competitions
  • Raffles
  • Responsible Service of Gaming (RSG)
  • Wagering

Complete the complaint form online or download the general complaint form (PDF, 406KB) and submit by mail to VGCCC, GPO Box 1988, Melbourne VIC 3001. You can expect an acknowledgement of your complaint within five business days. Note: responses to complaints made by mail may be delayed.

Make a complaint regarding the VGCCC

Complaints about the VGCCC relate to:

  • how the VGCCC conduct business as a regulator
  • how the VGCCC implements procedures and processes
  • how staff conduct themselves as representatives of the VGCCC.

Complaints can be made in writing by using our contact us form.

Make a complaint online