Complaints

1. Internal: contact us first

Email complaints@earlycrown.bet. We acknowledge your complaint within one business day and provide a reference number on acknowledgement. We provide a written outcome within 21 calendar days.

2. Internal escalation

If you are not satisfied with the outcome, you may request a review by a senior compliance officer. Request the review within 14 days of the outcome; the review is completed within 14 calendar days of the request.

3. External bodies

If your complaint remains unresolved, you may contact the relevant external body:

• NTRC (wagering disputes) — racingcommission.nt.gov.au — (08) 8999 1936 — GPO Box 1154, Darwin NT 0801
• OAIC (privacy) — oaic.gov.au — 1300 363 992 — GPO Box 5288, Sydney NSW 2001
• ACMA (advertising and IGA) — acma.gov.au — 1300 850 115 — PO Box 13112, Law Courts Melbourne VIC 8010
• AFCA (financial-services disputes where eligible) — afca.org.au — 1800 931 678 — GPO Box 3, Melbourne VIC 3001

The escalation order is: NTRC (wagering disputes), then OAIC (privacy), then ACMA (advertising and IGA), then AFCA (financial-services disputes where eligible).

4. OAIC 30-day rule

The OAIC accepts a privacy complaint only if the operator has not resolved it within 30 days, under the Privacy Act 1988 (Cth).

5. Consumer law

Nothing in this complaints process excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

6. Time limits

You have 12 months from our final response to lodge a complaint with an external body.

7. If no response is received

If we miss a service-level timeframe set out above, you may escalate immediately to the relevant external body without waiting further.

8. Anonymous and third-party complaints

We accept anonymous and third-party complaints. Follow-up on anonymous complaints is necessarily limited. Third-party complaints require appropriate authority or the consent of the affected account holder.

9. Integrity matters

Suspected integrity breaches may be reported to Sport Integrity Australia and to the relevant racing controlling bodies (Racing NT, Greyhound Racing NT, and interstate equivalents under cooperation agreements). Confidentiality is available on request.

Version 1.0. Effective 10 October 2026.