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Submit a complaint about the liquor industry

Contact us if you have a concern about a liquor licencee, or something that has occurred at a licenced premises.

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Liquor Control Victoria (LCV) regulates Victoria’s licensing, sale and supply of alcohol. We aim to minimise harm by ensuring Victorian businesses, organisations and entities comply with the laws of Victoria.

While LCV makes every effort to achieve a compliant industry, there may be times when a liquor industry participant, licensee, employee or customer breach the liquor law.

We can investigate

Types of issues we can investigate:

  • alcohol advertising or alcohol-related promotions
  • how licensees operate their licensed premises
  • Responsible Service of Alcohol (RSA)
  • underage drinking or alcohol supply
  • noise, drunkenness or anti-social behaviour at a licensed venue
  • footpath obstructions, littering.

We cannot investigate

LCV is not always able to investigate your complaint. If your complaint cannot be dealt by us, you may be referred to another organisation.

We cannot investigate:

  • if you’ve been barred by a licensed premises or Victoria Police
  • police matters such as public order offences and criminal offences
  • council-related matters such as local planning permits
  • businesses licensed outside Victoria (even if they are advertising in the state)
  • customer service you received at a venue
  • debt recovery or breach of civil contract.

Information we need from you

When making a complaint, we will ask for details of the incident and about you as the complainant. You do not need to provide personal information but if you do, we can inform you of the investigation results. It also means that if we need more information, we can contact you without delaying the complaints process.

To make your complaint please tell us:

  • name of premises or organisation you are complaining about
  • location of the premises
  • time of the matter you are complaining about
  • date it occured
  • the names or roles of any people involved (if you know this).

Any personal details that you give us are private and confidential and will not be shared with other parties.

Before you submit a complaint, LCV must first ensure that you have attempted to engage the management of the licensed premises or licensee to inform them of the issues and that you have attempted to seek a resolution independently. For guidance on how to prevent problems from occurring and maintaining positive relationships, read the tips to help licences and residents get along. Most complaints are solved by doing this without the involvement of LCV.

If we determine that a licensed premise is not meeting their obligations a graduated enforcement response may be used. For example, for a first complaint, LCV may seek voluntary compliance from licensees. If the issue continues, LCV can issue warnings, penalty infringement notices, and seek changes to license conditions.

Making an amenity complaint

An amenity complaint is when you let LCV know in writing that the supply or consumption of alcohol from a licensed premises is causing a detriment to the amenity of an area (for example, noise levels are harmful to your sleep). The amenity of the area is defined by the Liquor Control Reform Act 1998 as the ’quality of that area as being pleasant and agreeable’. Unacceptable customer behaviour, footpath obstructions, littering or noise are examples of what can cause detriment to the amenity of an area.

Victoria is a large place with different amenity standards for different locations. For instance, acceptable noise from a licensed premises located in entertainment precincts or the city would be considered differently than noise from a licensed premises in suburban locations.

You will need to keep a noise logbook (template below) and allow inspectors to access your property. The inspectors need to confirm the source of the noise and determine if it is at a detrimental level. Without access to your property or a noise logbook, we may not be able to investigate your complaint and the matter will close.

When we investigate a noise complaint, we might also consider:

  • previous complaints, investigations and outcomes
  • where the licensed premise is located (for example, entertainment areas have higher noise and amenity allowances)
  • length of time a venue has operated compared to surrounding residences.
Record of noise complaints logbook
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Complaint form

Do you know the date of the incident?
Do you know the time of the incident?
Did you notify anyone in charge at the site about the incident?(Required)
Written statement *
If the complaint is substantiated, are you willing to provide a written statement regarding the matter?
Would you like to make this complaint anonymously? (Required)
Acknowledgment(Required)
I declare that the information contained in this online form is true and correct and I acknowledge that enforcement action may be taken by Liquor Control Victoria as a result and that I am prepared to appear in court as a witness if required. I further understand that by giving false or misleading information on this document I may be held accountable before a court of law. Heavy penalties apply.
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