Complaints Procedure

Last updated: 20 August 2026

We want to know if something's gone wrong. This page explains how to raise a complaint and what happens next.

1. How to raise a complaint

Email support@stakesteps.com.au with: - your account email or Challenge Account reference; - what happened, as specifically as you can; and - what outcome you're seeking.

Every message becomes a tracked support ticket, so nothing gets lost, and you can follow up on it at any time by replying to the same thread.

2. What happens next

We aim to provide an initial response to your complaint within 24-48 hours. Where it can't be resolved immediately, we will investigate it — complex matters may require additional time to resolve fully, and we will keep you updated on progress. If your complaint involves a Reward Request, a settlement, or a payment, it may be reviewed by the relevant specialist team.

3. If you're not satisfied with our response

If you disagree with how we've handled your complaint, you can ask for it to be escalated to a senior member of our team for a further review. Nothing in this page limits any right you have under the Australian Consumer Law or other applicable law to escalate a complaint to an external body.

4. Contact us

support@stakesteps.com.au — see our Contact page for more.