Attracting and retaining participants key to product sustainability
Innovation in promoting and distributing our product
Focus on the wagering customer key to financial sustainability

Complaints and feedback

Tasracing values your right to make a complaint and encourage all forms of feedback. We are committed to seeking and receiving feedback and complaints about our services, products and complaint handling processes.

All complaints and feedback are treated confidentially, and we use them to help us to continue to improve our services.

The policy can be found here: Complaints Management and Procedures Policy

Complaints

If your query was unable to be resolved at first contact and you wish to lodge a formal complaint, you can submit a Complaint/Feedback Form. To do this print the form Feedback/Complaints Form and send the completed form back to us via:

Email: enquiries@tasracing.com.au

Mailing address: 

Complaints Officer
6 Goodwood Rd
Glenorchy TAS 7010

How we process your complaint

Complaints received by Tasracing are dealt in an equitable, objective and unbiased manner in accordance with Tasracing’s Complaints Management and Procedures Policy.

When you register the Complaint/Feedback form, you will receive a notification within three business days. If you have not heard from us, please let us know.

We will aim to resolve your complaint within 10 business days.  If we are not able to resolve the complaint within this timeframe, we will explain the reason for the delay and advise you of a new timeframe and keep you informed of the progress.

On conclusion of the investigation, we will contact you to advise you of our decision regarding your complaint and the reasons for that decision. If we are unable to resolve your complaint to your satisfaction and you wish to pursue the matter, then you have the right to contact the Tasmanian Ombudsman www.ombudsman.tas.gov.au. Before contacting the Ombudsman, Tasracing should be given the opportunity to resolve the complaint.

Anonymous Report

Tasracing accepts anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided. You may choose to remain anonymous, however unless a valid email address is provided we are unable to respond to anonymous reports.

Feedback

If you had a positive experience with Tasracing or have suggestions you wish to share, please let us know by completing the Feedback Form.