Contact us
Before anything else on this page: this is an office, not a helpline. Nobody sits at this inbox overnight or at the weekend. If you need to talk to someone now, the two services below are staffed around the clock and neither of them needs you to have an account here.
Free, confidential, 24 hours a day, anywhere in Australia. They answer straight away. We answer in business hours, in days.
We are not a crisis service and we cannot act like one. Messages sent to the addresses on this page are read during office hours only. If you write to us about something urgent, the honest answer is that nobody will see it until the next working day — so please ring 13 11 14 instead, or 000 if someone is in immediate danger.
Administrative channels
Everything below is business-hours only: Monday to Friday, 9am to 5pm, Canberra time, closed on ACT public holidays. Response times are counted in whole business days from when the message arrives.
| What it is about | Where to send it | We respond within | What you get back |
|---|---|---|---|
| General enquiries how the service works, using it with a
group, media |
hello@tibbi.org.au or
02 6188 4620 |
3 business days | A written answer from a person, not an automated reply. |
| A broken link or a mistake in the content including the
facts shown in risk warnings |
hello@tibbi.org.au | 5 business days | Confirmation of what was wrong and when it will be corrected. |
| Privacy request export, correction, deletion |
privacy@tibbi.org.au | 30 calendar days | Your data, or a written reason if we cannot provide part of it. |
| A complaint about the content, a decision, or how you
were treated |
feedback@tibbi.org.au | Acknowledged in 2, answered in 10 | A named person handling it, and where to go if our answer is not good enough. |
| An accessibility barrier something you could not read,
reach or operate |
access@tibbi.org.au | 5 business days | The content in a format you can use, and the barrier logged against a fix date. |
| Sponsorship and partnerships businesses, community
organisations, ACT services |
hello@tibbi.org.au | 5 business days | A conversation about scope. See For ACT services. |
Who you are writing to
tibbi is operated by Test It Before Bet It Ltd, a not-for-profit company limited by guarantee, registered in the Australian Capital Territory.
| Registered entity | Test It Before Bet It Ltd |
| ABN | 42 683 104 927 |
| ACN | 683 104 927 |
| Postal address | PO Box 4127, Weston Creek ACT 2611 |
| Telephone | 02 6188 4620, Monday to Friday 9am–5pm |
| Office hours | Monday to Friday, 9am to 5pm Canberra time. Closed ACT public holidays. |
There is no shopfront and no public counter, so please do not come to an address expecting to be seen. Everything is done by email, by telephone, or by post. Who sits behind these details, and who signs off the parts of this product that can do harm, is set out on Who we are.
Send us a message
This form goes to the same inboxes as the table above. It is checked in office hours only. Please do not use it to describe a crisis.
We can answer an enquiry without knowing who you are.
Used to reply to this message and nothing else.
Please do not include bank details, card numbers or anything about your real-world finances. We do not need them and we do not want to hold them.
What contacting us cannot change
Some things in this product are deliberately outside anyone's reach, and no amount of correspondence moves them. We cannot shorten or lift a cooldown, restore a Family asset once it is gone, add tokens to a wallet, adjust the token ledger, or tell you anything about another person's account. Asking is fine. The answer will be no, and the reason is that a service that could be talked into an exception would not be a safety mechanism at all.
If our answer is not good enough
Raising a concern with us never affects your access, your tokens or your cooldown. If you are not satisfied with how we handle it, you can go over our head, and you do not need our permission to do so.
- A privacy complaint — the Office of the Australian Information Commissioner, 1300 363 992, GPO Box 5218 Sydney NSW 2001, oaic.gov.au. Please give us 30 days first, then take it to them.
- A concern about the funded project — the Gambling Harm Prevention team at the ACT Gambling and Racing Commission, gamblingharmprevention@act.gov.au or 02 6207 0359 (option 4).
If English is not your first language, or reading this is hard
- Translating and Interpreting Service — 131 450. Ask them to ring us.
- National Relay Service — 131 677, then ask for 133 427.
- Large print or audio — Access Canberra on 13 22 81.
Who else you might want instead
- Worried about someone else's gambling — the page for family and friends.
- A counsellor or community worker sending a client here — For ACT services and professionals.
- Wondering who pays for this — how tibbi is funded.
- Joining or leaving the pilot — about the pilot.
What we do with what you send
Correspondence is kept for two years so we can show a pattern of complaints and what was done about each one, then it is destroyed. It is never used to market anything, because nothing here is marketed. The privacy policy covers the rest.