What are your top tips for using IBAS service?
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Try to resolve the issue with the gambling business first. Keep records, check the operator’s rules and terms, provide relevant account and dispute references, respond promptly to requests for information and remain polite when dealing with IBAS. Independent advice or representation can also be used if required.
How much does the service cost?
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The IBAS dispute resolution service is free to consumers.
How long will it take to reach a verdict?
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Times vary depending on the complexity of the dispute and how quickly both parties respond. A reasonable expectation would be for a resolution between 6-8 weeks after taking the case into our system.
Is the decision of IBAS binding on me and the gambling business?
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IBAS decisions are not legally binding on consumers, who retain the option of going to court. Gambling businesses are required to follow IBAS rulings up to $10,000.
Does collecting a sum less than what I expected to be paid stop me from using the service? Will doing this weaken my case?
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Not necessarily. Accepting an undisputed amount does not weaken a claim, provided it is made clear in writing (including by email) that it is not being accepted as a full and final settlement.
Why should I trust IBAS to be fair when it is the gambling companies whose fees pay for the service?
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ADR services or ombudsman services are normally funded by the industries they cover, but operators do not participate in IBAS adjudication decisions. Its Board and Adjudication Panel do not include gambling-industry representatives.
Can I appeal against my ruling?
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Yes, within 20 days, but only where there is an error in the decision or relevant new evidence. A decision is not reconsidered simply because one party disagrees with the outcome.
If you find in my favour can you guarantee that I will get paid?
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Consumers receive their agreed settlement in 99% of cases. Although IBAS does not have direct legal powers to force payment, registered operators are expected to comply with its decisions and the vast majority do.
Are there any circumstances where you won’t adjudicate on a dispute?
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Yes. Examples include insufficient attempts to resolve the matter with the operator, claims with little reasonable prospect of success, very old disputes, issues that are primarily legal or criminal, certain regulatory matters, or disputes involving businesses that use a different ADR provider.
Why do I need a referral from a gambling business to use IBAS?
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IBAS normally becomes involved only after the business’s own complaints process has been completed. ADR takes over when the company’s efforts to find a satisfactory resolution have been unsuccessful.
In most cases we will check with the company whether they accept that the case should be handed over to IBAS – but this check can be avoided if the business provides an email formally saying that their consider the matter closed and referring their account holder to IBAS.