VCGLR industry survey

The survey interviews licensees covering a mix of gambling and liquor licence categories small to large business size, and metropolitan and regional locations.

Respondents are randomly selected, all responses are anonymous and treated confidentially.

The 2018 survey results revealed:

• more than 98 per cent of licensees were satisfied the VCGLR was delivering its key intent
• more than 96 per cent of licensees who had contacted the VCGLR were satisfied with the quality and accessibility of information provided by the VCGLR
• more than 96 per cent of licensees who had been inspected by the VCGLR were satisfied with the information provided during or after an inspection
• more than 90 per cent of licensees who had made a licensing application with the VCGLR were satisfied with the licensing application process.

The VCGLR thanks its licensees for their participation.

Annual industry survey objectives

The annual Industry Survey is essential in providing industry feedback and helping the VCGLR continuously improve its processes and communication approach.

The Industry Survey also examines:

• the VCGLR’s performance in regulating gambling and liquor products, services and businesses
• licensee understanding of their licence conditions
• licensee understanding of compliance decisions in relation to non-compliance incidents
• the VCGLR’s communication channels.

Past annual industry surveys

The 2016-17 found that 95 per cent of respondents were satisfied that the VCGLR is regulating Victoria gambling and liquor industries to ensure their integrity and to minimise harm, 93 per cent were satisfied with the quality of information provided during a compliance inspection and 89 per cent satisfied with overall process when varying or changing their licence category or conditions.

The 2015-16 survey reported that 95 per cent of licensees were satisfied the VCGLR was delivering its key intent, 98 per cent of licensees were satisfied with the quality of information provided during a compliance inspection and 90 per cent of licensees were satisfied with overall process when varying or changing their licence category or conditions.

The 2014-15 industry survey results were generally positive, with participants reporting that 93 per cent were satisfied the VCGLR was delivering on its key intent. Respondents clearly understood their licence conditions and how to be compliant, while the majority of licensees understood what Compliance inspectors were looking for during an inspection.

The 2013–14 industry survey results reported satisfaction with the VCGLR’s performance and growth as a modern regulator. The majority of respondents were satisfied with the inspection process and information provided. The survey also reported satisfaction with proactive communication but room for improvement with some communication channels, particularly including the website.

The VCGLR uses survey results to improve operational procedures and internal processes to better regulate the gambling and liquor industries.

The VCGLR thanks licensees and industry stakeholders for their feedback.

The VCGLR is committed to educating industry and the community on our activities and priorities to ensure that Victorians and visitors can safely and responsibility enjoy gambling and liquor environments.