Use space to open navigation items

Make a complaint

There are two sorts of complaints:

  1. Complaints about a breach of the liquor or gaming laws
  2. Complaints about our customer service. Visit our feedback page to make a complaint about our service.

Breaches of the law

Report a breach

A complaint lets us know about something that has happened that may have broken the laws that we oversee.

Complaints and incident reports can also help us with general information or intelligence about something that has happened, or might happen, in relation to a licensed venue or function we regulate.

Before you lodge your complaint

We strongly encourage you raise your complaint directly with the venue, gaming operator or people concerned, if it is safe to do so, particularly if it relates to an unsatisfactory product or service.

In the case of disturbance concerns, these are often resolved quickly through discussions with the venue in question.

Read about how make a formal disturbance complaint here.

How we will handle your complaint

We are committed to handling your complaint professionally, efficiently and fairly. We will keep you informed of our progress and provide you with the reasons for our decisions. You will always be treated with respect.

We ask that you:

  • provide us with all the relevant information at the beginning of your complaint
  • not make public comment that could influence the investigation
  • treat us with respect
  • inform us of new facts and let us know if you no longer require our help.

Submit your complaint

Other organisations that can help

You can also raise your concerns with a number of other organisations, for example if your complaint involves:

What you should 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.

Our complaints process

When we receive a complaint, we assess it to determine what action is most appropriate. This can include conducting an investigation or referring the matter to another agency. The assessment also helps us to determine an appropriate response.

If an investigation is required, the complaint is allocated to one of our investigators. If you have provided your contact details, the investigator will contact you to discuss your complaint and explain the investigative process.

Investigations can take an extended time to complete as we may need to inspect files and documents and visit venues or organisations to conduct preliminary investigations.

Following the investigation, you will be notified whether or not regulatory action was taken as a result of your complaint. For privacy reasons, we may not be able to disclose details about the type of action taken.

While not all complaints result in an investigation, all complaints and information received are recorded by us for intelligence purposes.

What we consider

Complaints reported to us are considered by a Complaints Assessment Committee, in line with our Compliance & Enforcement Policy.

We consider the following factors before a determination is made to pursue an investigation:

  • if the breach is within our scope and jurisdiction
  • are we the most appropriate agency to respond
  • the objectives and purposes of the relevant legislation and the available enforcement options
  • the risk and level of potential harm
  • the likelihood of continued or repeated non-compliance
  • the likelihood of a successful outcome
  • any negative impact of our actions
  • the administrative load of any action and the impact it may have on the industry participant and other stakeholders
  • intelligence, including culpability and compliance history
  • whether resource requirements are proportionate to achieving a desired outcome
  • the likely public perception of the breach and the manner with which it is dealt.

Matters we do not pursue

Not all reported breaches are investigated. Every complaint is considered and we exercise discretion in determining whether we commit resources to a formal investigation, or take other action.

These include:

  • one-off, isolated events
  • issues with little or no harm
  • matters that have already been rectified
  • issues more appropriately resolved between the parties involved
  • breaches more effectively dealt with by another agency.