The Victorian Commission for Gambling and Liquor (the VCGLR) is conducting a six month trial of live chat functionality across the VCGLR website (www.vcglr.vic.gov.au).
The trial is scheduled to run from December 2017 to May 2018.
The service is delivered by highly trained VCGLR customer service staff who are on hand to answer questions relating to specific topics such as Responsible Service of Alcohol and Proof of Age.
The service is not directly accessible by visitors to the VCGLR website until an automatic trigger is activated inviting the visitor to chat. The trigger is based on visitor information and behaviour metrics including page visited, time on page, new visitor vs returning visitor and visit times and allows us to reach specific visitors and offer help when they need it.
If the live chat service is unavailable, visitors to the VCGLR website can still ask questions or provide feedback by leaving a message via the online customer enquiry form.
The information which a visitor provides in a live chat session will be received and managed by the VCGLR customer service team. Communication via live chat will be used for the purpose of providing visitors with the best service possible.
We encourage users to rate the service received at the end of their live chat session so that the VCGLR receives feedback on the user experience.
LiveChat uses pop-up windows to initiate a Live Help session. If you have installed a pop-up blocker, the service may not be available to you unless you disable pop-up ad blocking programs before entering. If you are having trouble with the live chat function, you may need to disable pop-up blockers.