Please visit Liquor Control Victoria’s website for liquor licensing, compliance, and regulatory information.
We have updated procedures to help you and your staff deal with complaints from your patrons about gaming machines.
Since late 2021, we’ve received and investigated many complaints from patrons disputing:
You and your staff can resolve complaints about gaming machine play or a suspected malfunction of a gaming machine, if you follow our updated procedures. As a gaming venue operator, you have an obligation under the Gambling Regulation Act 2003 to resolve patron disputes in certain circumstances.
We only investigate complaints when a patron has already tried to resolve their dispute with you.
You can read more about patron disputes in the Venue Manual
If you have any questions please email [email protected]