Integrity / Your Feedback

Complaints about staff

The Commission’s staff include stewards, veterinarians, inspectors, and other employees and contractors employed by the Commission. The Commission manages complaints about its staff in accordance with its Misconduct and Complaints Handling Policy.

If you disagree with a decision

If you disagree with a decision that the Commission has made about something that affects you (such as a decision to impose disciplinary action, for example, or rejecting your application for registration), you can try to have that decision changed.

The Greyhound Racing Act 2017 specifies that certain decisions that the Commission may make are legally reviewable. These include:

• A decision to refuse to register a person, a greyhound, or a trial track,
• A decision to impose conditions on the registration of a person, greyhound or trial track, or to change or revoke a condition on a registration,
• A decision to take disciplinary action against a participant (such as imposing a suspension, a disqualification, or a fine of over $200).
• A decision of a steward exercising functions under the Greyhound Racing Rules.

If you are not happy with a decision about one of these things, you can lodge an appeal with the NSW Racing Appeals Tribunal (RAT) or seek an internal review by the Commission.

There are other decisions that the Commission may make that are not classed as ‘reviewable’ under the Act. These include:

• A decision to issue a fine under $200
• A decision to refuse to grant an animal exemption order
• A decision to issue a work direction
• A decision under LR155A to prohibit a participant notified of a prohibited substance from transferring a greyhound
• A decision under LR178C relating to restrictions of participants who have been disqualified, suspended or warned off.

If you are unhappy with a decision that the Commission has made about one of these things, you can request a OneReview. A OneReview is conducted by a senior officer who was not involved in the original decision.

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

Complaints, appeals, internal reviews and one reviews are different ways that participants can express their dissatisfaction with the conduct of staff or a decision that affects them.

Which one should I choose?

It is up to you. In making a decision about whether to seek an appeal or lodge a complaint, it may be helpful to think about what outcome you want. For example, do you want to try and have the decision changed, do you just want to let the Commission know that you are unhappy about how a staff member treated you?

The Commission values feedback and will seek to resolve your issue however it is raised. If you make a complaint or request a One Review about a matter that should be an appeal or an internal review, for example, the Commission will contact you to discuss your options.

How do I make a complaint?

If you wish to complain about the conduct or decision of a staff member, you can complete a complaint form or send an email to complaints@gwic.nsw.gov.au.

How do I lodge an appeal or request an internal review?

More information about how to lodge an appeal with the RAT can be found here, and more information about applying for an internal review is available here.

How do I lodge a complaint or request a ‘OneReview’?

Complaints and ‘One review’ requests can be lodged:

• By completing the form here.
• By post 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

You will need to provide your contact details and details of the complaint or the decision that you want reviewed, and tell us how you think the issue can be resolved.

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

When the Commission receives a complaint or ‘OneReview’ request, it will assess the information you have provided to decide what action needs to be taken. Depending on the issues raised, the Commission may:

• Contact you to obtain further 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 ICAC
• Refer the matter to another agency

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

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 may not be able to provide updates until the matters is finalised.

What if I’ve lodged a ‘OneReview’ request?

‘OneReview’ requests will be allocated to a senior officer who was not involved in the original decision. They will conduct a full review of the decision and how it was made. The officer appointed to conduct a OneReview is required to complete it within 20 business days of receiving the request.

When a complaint or OneReview is finalised

Once the Commission has completed an investigation of a complaint, it will take any action that is deemed necessary. The Commission may take the following action:

• Providing information clarifying any misunderstanding regarding the role of the Commission
• Offering an apology
• Counselling a staff member
• Initiating disciplinary processes against a staff member
• Making changes to the Commission’s systems, processes or procedures; or
• Referring the matter to ICAC (if the matter involves corrupt conduct)
• Referring the matter to another agency
• Suggesting that you contact the NSW Ombudsman
• Taking no further action.

You will be advised of the outcome of your complaint in writing.

If you have requested a OneReview, the officer appointed to review the decision may uphold the original decision, or amend or revoke it. You will be notified of the outcome of a OneReview.

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

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