Help Desk
If your query isnt answered through the FAQs below, please contact us by email at enquiries@greataustralianrun.com.au
- Editing my personal details
- Running for charity
- Race packs
- Refund
- Zone Start/Wave allocation
- Results
- Photos
- Certificates
I have entered the wrong estimated running time on my entry form, how do I change this?
If you would like to amend your estimated running time please send an email to enquiries@greataustralianrun.com.au clearly stating your full name, postcode and your new estimated running time. We will then be able to amend this for you. This is an important safety measure and we ask that you enter an accurate time.
Please ensure you notify us at least six weeks prior to the event otherwise we will be unable to amend.
I have recently moved house, how do I stop my race pack from being sent to my old address?
You can send your details to Customer Services, The Great Australian Run, PO Box 215, Essendon, Vic 3040. Please clearly state your full name, event entered together with your old and new address details.
Please ensure you notify us at least six weeks prior to the event otherwise we will be unable to amend.
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Do I have to run for one of the charities listed on your website?
If you are accepted for any of our events you do not need to run for the associated charities listed on the entry form or website. You can run and raise money for any charity/cause of your choice.
All you need to do is contact your chosen charity directly and request a sponsorship pack.
I have selected to run for a charity but have now changed my mind, what do I do?
If you wish to change the name of the charity that you are running for, all you need to do is let your original charity know and then contact your new chosen charity directly for sponsorship details.
I haven’t received my Sponsorship Pack, where can I get one from?
If you selected to run for one of our official charities when completing your entry form, they will be in touch with sponsorship details in due course. If you would like them sooner please contact your charity directly.
If you did not select one of our official charities, you will need to get in contact with your chosen charity and request a sponsorship pack.
Your race packs will be sent out separately from us. This will contain your race number, timing chip and competitor’s information.
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When will I receive my Race Pack?
to be advised
What should be included in my race pack?
Your race pack should contain the following:
• Race Number
• Timing Chip to give you an accurate race time
• Competitors Information guide
I have received my Race Pack, what do I do now?
Once you have received your race pack the most important thing to do now is read all the information provided. This is important race preparation and will ensure your day is more enjoyable.
We also ask that runners check their race number to ensure it is identical to their timing chip number and the master number printed on the address label of your envelope.
Runners do not need to register on race day.
I haven’t received my Race Pack, what should I do?
If your race pack does not arrive please contact us at enquiries@greataustralianrun.com.au and we will verify your entry and give you details as to how you can collect a duplicate pack on race weekend.
All enquiries relating to the non arrival of race numbers or lost race numbers that are handled in person on race weekend must be accompanied by appropriate photo ID. We will not be able to consider any such enquiry unless it is supported by the appropriate identification
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I can’t take part in the event can I get a refund?
If your entry is accepted, your fee is not refundable unless supported by a doctor's note. If this is the case please send a doctor's note and covering letter stating that you would like to be withdrawn from the event to:
The Great Australian Run,
PO Box 215,
Essendon,
Vic 3040
Refunds will be accepted at least six weeks prior to the otherwise we will be unable to stop your race pack being sent. After this time no refund will be offered.
All refunds are subject to a $10.00 administration charge. Refunds will not be possible for any other eventuality.
All entries are non-transferable either to a different participant or to subsequent Great Run event in future years.
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What Start Zone/Wave have I been allocated to?
Your starting time and wave allocation will depend on your estimated running time as stated on your entry form.
Runners can determine what wave they have been allocated to by looking at their race number, which is sent out in the race pack. The background colour of the race number and letter will determine which zone runners are in.
Full details of wave assembly points and start times can be found in the competitors information guide, included in your race pack.
I want to run in the same Start Zone/Wave as my friend:
We can not guarantee that all runners who estimated the same running time will be allocated in the same wave.
If you find that you have been allocated to different waves, the rule is you can move down a wave to meet your friends or family, but not up.
I am not happy with my Start Zone/Wave allocation and want to move down to a slower wave:
If you would like to run in a slower wave then you do NOT need to change your race number. All you need to do is assemble in the later wave on race day. Great Australian Run do not need to be notified of your change down.
I am not happy with my Start Zone/Wave allocation and want to move up into a faster wave:
Race numbers have been allocated on your estimated time given on your application. If you feel you should be in a higher wave we will need additional proof of a race you have completed in the last twelve months. This can be a print out of your result or a certificate and does not have to be a Great Run event. Please send in proof to the Great Australian Run Race Director before race weekend (PO box 215, Essendon, VIC 3040). If your proof is in line with our wave allocation we will move you up and your new race number/IPICO chip etc will be issued. Please note that the changing race numbers up a wave facility will not be available on race day itself. Moving you up a wave will be at the discretion of the Great Australian Run Race Director
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How do I view my race results?
To view your race results please visit www.greataustralianrun.com.au visit the results page and enter your race number.
Your race results will then be displayed. We make every endeavour to have the results available as soon after the event as possible.
My Time is not displayed in the Results Section, how do I find my time?
You can search by your race number only. Simply enter your race number a select ‘Search’. If your result does not show then enter your full details.
If still no result is displayed please email enquireies@greataustralianrun.com.au with your full name, address, race number and event in which you took part. We will then arrange for our IT department to investigate.
Please note if your chip was worn on your wrist and not on your ankle or shoe lace (depending on race chip), no time will be recorded. Timing chips must be worn in accordance with information printed within your pre race information.
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How do I view my photos from the event?
To see photos of you during the event please visit www.greataustralianrun.com.au visit the photos section and enter your race number. Your pictures will then be displayed
Please note that unfortunately we cannot guarantee all runners will have a photo of themselves.
Pictures are tagged by your race number clearly shown on the cameras. If your race number was obscured in anyway when running past the cameras, it will not pick up.
If you ran with a friend, please try entering their race number.
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Where is my race certificate from the 2008 event?
As part of our environmental policy and as we build our site of web services we are actively removing paper based communications from our business and replacing them with electronic versions. This move means we will not be producing a paper based results magazine or certificate post race, instead we are offering the opportunity of downloading your personalised certificate from our Great Australian Run website. This is offered free of charge when purchasing photos, or for a small charge of $6.00 if not. The charge is to cover production and download costs.
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