What types of complaints can you make?
You can complain to LCV if a licensed venue or alcohol-related activity in Victoria is breaching liquor laws, licence conditions, or causing harm to the community. This includes:
- Alcohol advertising or promotions: Promotions encouraging unsafe or excessive drinking.
- Excessive noise from a licensed venue: Noise from pubs, clubs, or bars disturbing nearby residents.
- Serving drunk or intoxicated customers: Allowing obviously intoxicated people to keep drinking.
- Violence or anti-social behaviour: Poorly managed venues leading to fights or vandalism.
- Obstructing footpaths or public spaces: Crowds or furniture blocking public access.
- Litter and waste: Venue customers leaving rubbish in the neighbourhood.
- Supplying alcohol to minors: Selling or giving alcohol to under those who are under 18.
- Minors serving or selling alcohol: Workers under 18 years of age supplying alcohol.
- Breach of licence conditions: Breaking rules about hours, crowd limits, or security.
- Serving outside the red-line area: Alcohol sold in areas not approved on the licence.
- Responsible Service of Alcohol (RSA) violations: Poor training or unsafe practices.
- Unlicensed alcohol sales: Alcohol sold without a valid licence.
- Sexually explicit entertainment breaches: Adult entertainment without proper licence approval.
- Failing to display signage: Missing required proof-of-age or licence signs.
- Failing to provide free drinking water: Venues must provide free potable water.
- Unsuitable licensee (character concerns): Owner has previous criminal convictions and is unfit to be a permit holder.
- Unreported change of licensee or directors: Failing to notify LCV of ownership or management changes.
Jurisdiction:
LCV only handles complaints about licensed premises and alcohol-related conduct in Victoria.
Time Limits:
- There are no fixed deadlines for complaints.
- It is best to complain as soon as possible.
- Old or unclear complaints may not be investigated.
LCV will not deal with complaints about:
- Noise from private homes or unlicensed venues.
- General criminal conduct.
- Employment disputes.
- Food safety and hygiene.
- Gambling-related issues.
- Private unlicensed events.
- Historical matters with little evidence.
- Issues already handled by another regulator.
Who can you make a complaint against?
You can make a complaint against:
- Licensed individuals (licensees, venue managers).
- Licensed businesses and organisations (pubs, clubs, restaurants, bottle shops, events).
- Nominees and directors with legal/management responsibility.
- Unlicensed persons or businesses illegally selling alcohol.
- Venues offering adult entertainment without required licence approval.
- Event organisers holding liquor licences.
Are you eligible to make a complaint?
Who can make a complaint?
Anyone can complain, including residents, patrons, employees, business owners, or community groups. You do not need to be directly affected.
Before you lodge a complaint
Before reaching out to LCV, try to resolve the issue directly with the venue if safe.
Can you report on behalf of someone?
Yes, you can lodge a complaint for another person, especially if they are vulnerable or unable to complain themselves.
What can this body do to help?
LCV can:
- Issue warnings or compliance directions.
- Vary licence conditions (e.g. reduce trading hours, require more security).
- Suspend or cancel licences.
- Disqualify unsuitable licensees.
- Refer matters to police or other regulators.
LCV cannot:
Award compensation, order refunds, or resolve staff disputes.
How to prepare your complaint:
Personal Details:
Provide your name, contact details (anonymous complaints allowed but harder to investigate).
Respondent’s Details:
Provide details about the venue or business name, address, licence number (if known) of the other party.
Relevant Facts:
Provide details about what happened, when, where, who was involved, impact, any steps already taken. Attach photos, logs, or any other supporting documents.
Lodging your complaint and next steps:
Where to lodge:
- Online: Complete the Complaint Form HERE
- Email: liquor.enquiries@justice.vic.gov.au
- Post: Liquor Control Victoria, GPO Box 4356, Melbourne VIC 3001
- Phone: 1300 182 457
Receipt and Acknowledgement:
Usually confirmed automatically for online or email complaints.
Assessment & Investigation:
LCV investigations can take weeks or months depending on the complexity of the complaint.
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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