Complaints
Quicklinks:
Venue and establishment complaintsHow to lodge a complaint
Privacy
Responding to your complaint
Other types of complaints
Noise disturbance complaints
About licensed venues
Our office investigates complaints of possible breaches of liquor and gaming laws.
Our online complaints form enables you to lodge a complaint about issues such as club administration/management, responsible service of alcohol, responsible conduct of gambling, hotel operations, gaming machines, minors and liquor and antisocial behaviour.
If however, your complaint relates to noise or disturbance, you will need to complete a noise complaints form.
Complaints can result in a number of actions being taken including enforcement officers raising the complaint with the venue, or issuing formal warnings, fines and other disciplinary action.
How to lodge a complaint
Should you wish to lodge a complaint, please use our complaint form.
In the first instance we encourage you to raise your complaint with the venue or people concerned, particularly if your complaint relates to a product or service received.
Privacy
Our office conducts its operations in accordance with the provisions of the Privacy and Personal Information Protection Act 1998. View the office's website privacy policy.
Our office respects your right to confidentiality. However, you need to be aware that while we have strict procedures to ensure your anonymity, the nature of your complaint may lead to you being identified by others.
The information that you provide is for the purposes of investigating your complaint only. All complaints submitted at this site are secure and not available for public viewing. The office's code of ethics prohibits your details being divulged to any person unless you have given permission.
Responding to your complaint
Our staff will endeavour to respond to your complaint within five working days.
We request you provide us your name and contact details, so that if we need more information, we can contact you.
Other types of complaints
See below for information about making a complaint involving excessive noise or disturbance
A number of other agencies can also take complaints involving licensed venues, for example if your complaint involves:
- criminal activity you should contact the NSW Police Service
- issues relating to smoking you should contact the NSW Health
If your complaint involves a trade promotion, email us at lottery.inquiries@olgr.nsw.gov.au.
If your complaint involves charitable fundraising or a charitable organisation, email us at charity.inquiries@olgr.nsw.gov.au.
Noise disturbance complaints
If you have a complaint about licensed premises and/or their patrons, or as a result of violent or anti-social behaviour by patrons, you can lodge a complaint with our office.
The Board is the authority which deals with complaints of this nature and there are informal procedures available to resolve this issues.
Further information is available:- Fact Sheet - Complaints - Quiet and Good Order of the Neighbourhood (PDF 366kb)
- Noise complaints form* (PDF 46kb)
*This form has a statutory declaration and authorisation which must be completed, signed and posted to:
Disturbance Complaints Unit
NSW Officeof Liquor, Gaming and Racing
GPO Box 7060
SYDNEY NSW 2000
*If your complaint is about other matters e.g. responsible service of alcohol, hotel and club operations, gaming machines, please complete our online complaints form.
