Complaints

upc0z is committed to handling complaints fairly, promptly, and transparently. This page explains how to raise a concern with us, how we will respond, and the external bodies you can contact if you remain dissatisfied. upc0z is licensed and operates under the oversight of Liquor & Gaming NSW (licence number 4597/2024/WB).

We encourage you to raise any concern with us first, as this is usually the fastest way to reach a resolution.

Step 1 — Complain Directly to the Operator

The first step is to contact our support team by emailing our support email (see Contact Us). To help us investigate quickly, please include:

The email address associated with your account.
A clear description of what happened and what went wrong.
Relevant dates and times.
Any reference numbers (for example, bet, transaction, or prior contact references).
The outcome you are seeking.

We will acknowledge your complaint within 1 business day. We will provide an initial substantive response within 2 business days. We aim to resolve complaints within 21 calendar days. Where a matter is complex and needs more time, we will keep you informed of progress and explain the reason for any delay.

Step 2 — Internal Escalation

If your complaint is not resolved, or you are dissatisfied with the outcome, you can ask for it to be escalated. The matter will be referred to a senior complaints officer for a management review. We will look at the issue afresh, consider any new information you provide, and give you a written explanation of our final position.

Reference Numbers

When you contact us, we will record your complaint and provide a reference number where applicable. Please keep this reference and quote it in any further contact. A reference number helps us track your matter, link related correspondence, and is often required if you later escalate to an external body.

Anonymous and Third-Party Complaints

You may raise a complaint anonymously; however, this may limit our ability to investigate, verify account-specific facts, or update you on the outcome. You may also have a complaint made on your behalf by a third party, such as a family member, advocate, or authorised representative, provided we can reasonably confirm your authorisation to discuss your account with that person.

Australian Consumer Law

Nothing in this complaints process or in our Terms limits or excludes any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded. Our complaints handling is in addition to, and does not replace, those statutory rights.

Privacy Complaints and the OAIC

If your complaint concerns how we handle your personal information, please raise it with us first. Under the Privacy Act 1988 (Cth) and Office of the Australian Information Commissioner (OAIC) guidance, the OAIC will generally only accept a privacy complaint if the operator has not resolved it within 30 days. This means you should allow us at least 30 days to respond before taking a privacy complaint to the OAIC.

What Happens If We Do Not Respond

If we do not acknowledge or respond within the timeframes above, or if we do not resolve your complaint to your satisfaction, you are entitled to escalate to the relevant external body listed below. Please retain copies of your correspondence and any reference numbers, as external bodies may ask for them.

Time Limits for External Escalation

Each external body sets its own rules and time limits for accepting complaints. As a general guide, you should escalate promptly once our internal process is complete or once the applicable waiting period (such as the 30-day period for privacy matters) has passed. Check the relevant body's website for current eligibility and time-limit requirements before lodging.

External Regulators and Bodies

Liquor & Gaming NSW

Liquor & Gaming NSW is the operator's primary gambling regulator in New South Wales and is the body for complaints about gambling conduct. Contact details and complaint forms are available at liquorandgaming.nsw.gov.au.

OAIC (Privacy)

For complaints about the handling of personal information:

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

ACMA (Interactive Gambling and Spam)

For complaints about interactive gambling matters or spam:

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

AFCA (Financial and Payments Disputes)

For unresolved disputes about financial services or payments:

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

Integrity Matters

If you wish to report match-fixing, suspicious betting, or other threats to sporting integrity, you can report these to Sport Integrity Australia at sportintegrity.gov.au. You may also report such concerns to us so we can refer them through the appropriate channels.

Governing Laws

This complaints process operates within the framework of, among others:

Privacy Act 1988 (Cth)
Interactive Gambling Act 2001 (Cth)
Corporations Act 2001 (Cth) — Part 7.10A
Betting and Racing Act 1998 (NSW)

For privacy-specific queries, you can also contact our privacy team at our Privacy Officer (see Contact Us). Our registered address is 101 Sheridan Street, CAIRNS QLD 4870.