Give us feedback

We are committed to providing quality customer service and value your feedback.

Contact us online

Send us your questions, suggestions, feedback, complaints, or report an incident.

What can I provide feedback about?

You can provide feedback to us about:

  • the quality of service you have received from a staff member
  • the conduct of a staff member
  • any of our policies or procedures
  • a problem or suggestion regarding our website.

How can I expect you to handle my feedback?

Our commitments to handling your feedback include:

  • Treating you with courtesy and respect
  • Making it easy and accessible for you to make a complaint
  • Good communication, ensuring we keep you informed of the status of your complaint
  • Taking ownership so that the one named person or team is responsible for managing your complaint
  • Timeliness and doing our best to deal with your complaint as soon as reasonably possible
  • Reviewing our performance to help improve our service to you.

What should I include in a complaint?

You should briefly state your concern and tell us what happened. Make sure you also include:

  • what your concern is about
  • the relevant date, location and any reference number, if you have them
  • what you would like us to do to resolve your complaint
  • your email address, postal address and/or contact telephone numbers
  • if you would like your complaint to be handled confidentially.

Can I make an anonymous complaint?

In order to address your feedback on our service, we will need your name and contact details.

Your personal details will be handled in accordance with our privacy policy but in some cases, keeping your details confidential may limit our ability to examine or resolve your concerns. If this is the case, we will contact you to discuss the issue before taking further action.

Feedback on our website can be provided anonymously, but if you would like us to respond, we need your contact details. 

What about my privacy?

If you provide your contact details, we will handle your personal information in accordance with our privacy policy and the Privacy and Personal Information Protection Act 1998.

The information you provide is for the purposes of investigating your complaint only. All complaints submitted via this website are secure and not available for public viewing. Our code of ethics prohibits your details from being shared with any person or organisation, without your consent.

We respect your right to confidentiality. Our procedures will ensure your anonymity in most cases, however, the nature of your complaint may lead to you being identified by others.

What happens after I give you feedback?

In most cases, we will respond to your complaint within three weeks of receiving it. 

If a complaint is serious or complex, it may take longer. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. If possible, we will also give you an estimated timeframe for our response.

If your complaint or feedback is justified, we can do one or more of the following:

  • rectify our mistake
  • provide you with an apology
  • provide you with further explanation of a decision that has been made
  • use your feedback to improve our policies, procedures or systems.

What other types of complaints can I make?

Please go to the complaints page if you need to make a complaint about:

  • a licensed venue
  • club administration/management
  • responsible service of alcohol or responsible conduct of gambling
  • hotel operations
  • casino operations
  • gaming machines
  • minors and alcohol
  • raffles, competitions and lotteries
  • antisocial behaviour related to alcohol consumption.


Speak to us in your own language. Please call the Translating and Interpreting Service (TIS) on 131 450 and ask them to call Liquor & Gaming NSW on 1300 024 720.

If you are deaf, or have a hearing of speech impairment, the National Relay Service (NRS) can help you to speak to us. Visit relayservice.gov.au and ask them to call us on 1300 024 720.