IMPORTANT NOTICE: A Declared State of Emergency is currently in place across Victoria. For more information, see: COVID-19 information for licensees
The VCGLR regulates businesses focusing on the people, premises, products and promotions involved in supplying gambling and liquor.
Through our complaints process, we investigate breaches under a number of Acts, including the Liquor Control Reform Act 1998 Gambling Regulation Act 2003 and the Casino Control Act 1991.
During the Victorian Declared State of Emergency, we can investigate breaches under the Public Health and Wellbeing Act 2008 as they relate to licensed venues. Our inspectors can conduct spot checks and enforce restrictions where they identify breaches of the Chief Health Officer (CHO) directions and refer any breaches of matters outside our jurisdiction to Victoria Police. We may also receive referrals from Victoria Police to investigate and enforce CHO directions as Authorised Officers.
Complaints about a licensed venue breaching current CHO directions can be made via our online complaint form If you require an immediate response to a coronavirus (COVID-19) issue, contact the Police Assistance Line on 131 444 or the COVID-19 hotline on 1800 675 398.
Complaints or notifications relating to coronavirus (COVID-19) and CHO directions will not receive a written reply unless follow-up information is required. All other complaints will receive a response within five business days.
There are instances in which the VCGLR will be unable to investigate complaints as they fall outside of our jurisdiction, such as:
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:
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:
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:
Complete the complaint form online or download the general complaint form (PDF, 406KB) 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:
Before submitting a complaint to us, please ensure you are clear on your requirements.
To make a noise complaint:
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:
Complaints can be made in writing by using our contact us form.