Integrity / Your Feedback

Complaints about the Commission or its Decisions

If you disagree with a decision made by the Commission or would like to submit a formal complaint, the Commission has a process in place that allows you to do so. Information about this process is outlined below.

If you would like to acknowledge a positive experience you have had with the Commission or share your ideas, please email ceofeedback@gwic.nsw.gov.au.

How does the commission handle complaints about its staff and the decisions it makes?

The Commission manages complaints regarding its staff in accordance with its Misconduct and Complaint’s Handling Policy.

The Commission’s staff include, stewards, veterinarians, inspectors, other employees and contractors employed by the Commission.

Sometimes a complaint will relate to a decision that the Commission has made that affects you or another person. The Commission has a ‘one review’ process for reviewing decisions made by the Commission and its staff that are not ‘reviewable’ decisions as defined by section 91 of the Greyhound Racing Act 2017. Examples include:

  • Not satisfied with a decision relating to our assessment of their complaint/concern about a participant;
  • Not satisfied with a decisions relating to an outcome of an investigation into a concern about the industry;
  • Not satisfied with a decision relating to an outcome of an internal investigation;
  • Not satisfied with the issue of a fine under $200.

If you want to lodge a review under section 91 of the Greyhound Racing Act 2017 click here.

What is the difference between a complaint, internal review and ‘one review’ and an appeal?

Appeal: An application made by a participant to the NSW Racing Appeals Tribunal seeking review of a decision made by the Commission, a Steward employed by the Commission, a Club or Greyhound Racing New South Wales.The list of decisions that may be subject to appeal are set out in the Racing Appeals Tribunal Act 1983. For further information on the appeals process click here.

Complaint: Any expression of dissatisfaction with an action taken by the Commission or its authorised officers.

Internal Review: A process for reviewing decisions made by the Commission as set out by section 91 of the Greyhound Racing Act 2017.

Informal Review: A process for reviewing decisions made by the Commission that fall outside the processes set out by section 91 of the Greyhound Racing Act 2017.

‘One Review’: The process of allowing ‘one’ review of Commission’s decisions that that fall outside the processes set out by section 91 of the Greyhound Racing Act 2017.

How do I lodge a complaint or request a ‘one review’?

Complaints and ‘One review’ requests can be lodged via the following avenues:

  • Complaints regarding the conduct of Commission staff:

By email to: complaints@gwic.gov.nsw.au

Alternatively, complaints and ‘one review’ requests for can be lodged:

  • By post addressed to:  Complaints Greyhound Welfare and Integrity Commission, PO Box 718, Bathurst NSW 2795; or
  • In person at:  Greyhound Welfare and Integrity Commission, Level 1, 230 Howick Street, Bathurst NSW 2795

What you need to lodge a complaint or ‘one review’ request?

To assess your complaint or ‘one review’ request, you will need to provide the Commission with:

  • Your contact details
  • Details of your complaint or decision you would like reviewed
  • How you see the complaint or decision being resolved

What happens once your complaint or ‘one review’ request is lodged?

Upon receipt of a complaint or ‘one review’ request, the Commission will assess your complaint or ‘one review’ request. The Commission will assess the information you have provided to decide what action will be taken.

Depending on the issues raised in the complaint, the Commission may take the following steps:

  • Contact you to obtain further details and information
  • Undertake a formal investigation into the matters raised
  • Contact the subject of the complaint to obtain their response to the complaint
  • Refer the matter to another agency
  • Refer the matter to ICAC
  • Refer to another complaint handling agency

If the Commission decides not to take any action on your complaint, you will be provided with reasons for this decision.

In relation to ‘one review’ requests, it will allocate the review to a more senior member of staff who was not involved in the original decision.

When will I be updated on the progress of a complaint?

The Commission’s Customer Charter requires the Commission to:

  • Immediately acknowledge receipt of your complaint
  • Assess and provide feedback to a complainant within 48 hours of receiving a complaint
  • Where no investigation is required, resolve a complaint within 10 business days

In certain matters the Commission will be able to advise of the progress of complaint, however, in matters that are subject to investigation, formal inquiry or other sensitive processes, the Commission will not be unable to provide updates until the matters are finalised.

What if I’ve lodged a ‘one review’ request?

A ‘one review’ request is a complaint regarding any decision made by the Commission that is not a ‘reviewable’ decision under the Greyhound Racing Act 2017.

‘One review’ requests will be allocated to a more senior member of staff who was not involved in the original decision to conduct the review.

The internal reviewer is required to conduct an internal review within 20 business days of receipt of the Commission receiving the ‘one review’ request.

When an internal complaint matter is finalised

Once the Commission has completed an investigation of the complaint and action taken as deemed necessary, you will be advised of the outcome in writing.

The action taken by the Commission in relation to complaints may include:

  • Provision of Information clarifying any misunderstanding regarding the role of the Commission
  • Offer of an apology
  • Counsel a staff member
  • Initiate disciplinary processes against a staff member
  • Refer the matter to another agency
  • Refer the matter to ICAC
  • Suggest the complainant to contact the NSW Ombudsman
  • Refer to another complaint handling agency
  • Make changes to the Commissions systems, processes or procedures; or
  • Take no further action.

When a ‘one review’ is finalised

Once the Commission has completed a ‘one review’ of its decision you will be advised of the outcome in writing.

The reviewer may;

  • Uphold or confirm the original decision; or
  • Amend the original decision or;
  • Revoke the original decision.

What if I am not happy with the outcome of an investigation or ‘one review’ request?

If you are unsatisfied with the outcome of these processes or wish to raise a complaint regarding the Commissions’ handling of the complaint or review, then you will be advised to contact the NSW Ombudsman.