Complaints

There are instances in which the VCGLR will be unable to investigate complaints as they fall outside of our jurisdiction, such as:

• gaming operators that fall outside of our jurisdiction
• barring orders issued by licensed premises or Victoria Police
• police matters such as public order offences and criminal offences
• council-related matters such as local planning permits
• wagering and service Providers licensed outside Victoria are only regulated in relation to their advertising conducted within Victoria and inducements offered to Victorian residents
• customer service received at a venue.

If a complaint falls outside the jurisdiction of the VCGLR, you may be referred to another organisation.

Complaints should include details on any alleged incident or issue including:

• name of premises or organisation
• location
• time
• date, and
• when possible, the names of any people involved.

While you may lodge a complaint anonymously, this may hinder our investigators from securing further information from you. We are able to keep complainant details private and we do not disclose them to other parties.

It is important that all information provided is accurate, correct, and includes as factual information.

Complaints are handled systematically to ensure investigative policies and procedures are followed.

In general terms, the complaints cycle can be seen as a four-step process:

General complaints relate to something that has happened which may have broken one or more of the gambling or liquor laws that we are able to investigate and may include:

• club administration or management

• hotel (pub) operation

• casino operation

• Responsible Service of Gaming (RSG)

• Responsible Service of Alcohol (RSA)

• electronic gaming machines (pokies)

• under age drinking or alcohol supply

• drunken or anti social behaviour

• raffles

• bingo

• trade promotion lotteries

• wagering and betting.

Complete the complaint form online or download the general complaint form (PDF, 408KB) and submit by mail to Compliance Division, VCGLR, GPO Box 1988, Melbourne VIC 3001. You can expect an acknowledgement of your complaint within five business days. Note: responses to complaints made by mail may be delayed.

The VCGLR has powers to investigate complaints relating to amenity (noise) issues from licensed premises, which detracts from or is detriment to, the quality of the area has, of being pleasant and agreeable. This may include:

• the manner in which the business of the licensed premises is conducted
• the behaviour of people after they have left the licensed premises.

Before submitting a complaint to us, please ensure you are clear on your requirements.

To make a noise complaint, read the Amenity fact sheet (PDF,220KB) and complete the complaint form online or download the general complaint form (PDF, 408KB) and submit by mail to Compliance Division, VCGLR, GPO Box 1988, Melbourne VIC 3001. You can expect an acknowledgement of your complaint within five business days. Note: responses to complaints made by mail may be delayed.

The VCGLR is the independent statutory authority that regulates Victoria’s gambling and liquor industries.

Our vision is that Victorians and visitors enjoy safe and responsible gambling and liquor environments.

The VCGLR regulates businesses focusing on the people, premises, products and promotions involved in supplying gambling and liquor to ensure the integrity of Victoria's gambling and liquor industries and to minimise harm. We work together with a diverse number of bodies and groups to achieve positive outcomes for the Victorian community.

Complaints about the VCGLR relate to:

• how the VCGLR conduct business as a regulator
• how the VCGLR implements procedures and processes
• how staff conduct themselves as representatives of the VCGLR.

Complaints can be made in writing by using our contact us form