By putting measures in place, licensees can maintain positive relationships and avoid complaints from local residents and neighbours.
Tips for licensees
Getting along with neighbours is vital for licensees. Penalties apply to licensees who ignore a neighbour’s reasonable request. The following tips can assist in taking an action and avoiding escalating complaints.
Take every complaint seriously and act quickly to address its cause. Experience shows that if licensees ignore reasonable concerns the situation can rapidly escalate.
Call or visit the complainant personally and listen carefully to their concerns. Offer them your contact number and invite them to call you should the problem reoccur.
Explain how you will address the problem and inform the complainant of your actions. Ask for further feedback and follow-up with them.
Help prevent problems
| Complaint | Prevention |
|---|---|
| Noisy customers | Ask customers to leave the venue quietly by making regular announcements prior to closing time. Display signs asking that customers respect the peace and quiet of the neighbourhood when they exit the area. |
| Unruly customers | Employ security or ensure that staff monitor the area around your venue or shop. |
| Lack of awareness surrounding community issues and concerns | Get to know your neighbours – attend neighbourhood meetings and become involved with the community. Participate in liquor forums and accords if they’re active in your area. Keep in touch with licensing and council representatives. Be aware of policy and remain engaged with the wider community. |
If Liquor Control Victoria detects offences under the Liquor Control Reform Act 1998, it may result in warning letters, fines and a possible change to licence conditions.
Tips for residents
Before submitting a complaint to LCV, we encourage residents to discuss any concerns or issues with the management of the licensed premises. This allows management and licensees to better understand the impact of their venue on the community, and to take actions to address any issues.
If no resolution can be found through discussions with venue management or licensees, you can make a complaint to Liquor Control Victoria.
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