Questions about an entry or prize? Start here

Choose the right contact

Start with the organiser named in the terms and conditions. Follow the published contact route for eligibility, missing confirmations, prize claims and delivery questions. If a separate technical contact is listed for the SafeDraw^™ experience, use it for problems opening an entry or viewing a result.

A visible support route is useful for everyone. Entrants know where to ask, and the organiser can direct the question to the team with the right information. Check for an existing reply or reference number before sending a follow-up.

Make your enquiry easy to investigate

Include the promotion name, entry reference, date and time, and a short explanation of what happened. If relevant, add a screenshot that shows the problem without unrelated personal information.

Explain what you expected to happen and what you saw instead. For example: “I submitted my entry but have not received the confirmation described in the terms.” Keep your message and the reply together so you can refer to the same details later.

You do not need to diagnose the technology. A clear account of your experience gives the support team a useful starting point.

Check unexpected prize messages

If an unexpected email, text or social message says you have won, pause before following its instructions. Compare it with the promotion you entered and the notification process in the terms. A familiar logo or display name alone does not establish who sent it.

Open the organiser’s known website yourself or use contact details you have already verified. Ask whether the message and the requested claim steps are genuine. ACMA recommends this direct check when you are unsure about a prize email.

Scamwatch identifies upfront fees or taxes to release unexpected winnings as a warning sign. Do not pay an unverified demand or send identity documents through an unverified message.

If you need further help

If you have sent money or financial details to a scammer, contact your bank immediately and report the scam to Scamwatch.

For an unresolved issue with a genuine promotion, the ACCC’s consumer help directory points to state and territory agencies. The ACCC accepts reports about consumer problems but does not resolve individual complaints.