Complaints & Disputes — Sampieri Racing

Talk to us first

Most problems are settled on the phone the same day. Call either off course line — Mark on 0412 279 672 or Mitchell on 0493 962 148. We would rather hear about a problem early than find out about it from a regulator.

Please don't raise a complaint on the on course numbers during a meeting — those lines are for betting, and a matter worth resolving properly deserves more than a gap between races.

If you would rather put it in writing, or if a call has not resolved it, use the formal process below.

Making a formal complaint

Write to us at accounts@sampieriracing.com or PO Box 2381, Hawthorn VIC 3122.

Tell us:

your name and the account the complaint relates to;
what happened, and when — including the meeting, race and bet if it concerns a bet;
what you have already done about it; and
what outcome you are looking for.

What we will do

Stage	Timeframe
We acknowledge your complaint in writing	Within 2 business days
We investigate and respond with an outcome	Within 21 days
If we need longer, we tell you why and when to expect an answer	Before day 21

We will give you our decision in writing, with reasons. We keep a register of every complaint we receive — what it was about, when it came in, what we did and how it was resolved — and we retain those records for seven years.

If you are not satisfied

You are entitled to take a complaint further, and you do not need our permission to do so. Which body handles it depends on what the complaint is about.

Complaint about	Where to take it
Responsible gambling or self-exclusion	Victorian Bookmakers' Association (03 9376 1933, info@vicbookmakers.com.au) or Racing Victoria. Both refer these matters to the VGCCC.
Deposit limits, account closure, direct marketing or inducements	Complain directly to the VGCCC, which takes complaints online.
A betting dispute — a bet, a price, or a settlement	Racing Victoria's wagering department.
Minimum bet limits	Racing Victoria's Minimum Bet Complaint Form.
Privacy — how we handled your personal information	Office of the Australian Information Commissioner, 1300 363 992 or oaic.gov.au. Complain to us first.

Contacts

Sampieri Racing
Off course — Mark 0412 279 672 · Mitchell 0493 962 148
accounts, settlement, complaints and enquiries
accounts@sampieriracing.com
PO Box 2381, Hawthorn VIC 3122

Victorian Bookmakers' Association
Racing Victoria Centre, 400 Epsom Road, Flemington VIC 3031
03 9376 1933 · info@vicbookmakers.com.au

Victorian Gambling and Casino Control Commission
vgccc.vic.gov.au