The Office of Liquor and Gaming Regulation (OLGR) makes every effort to achieve a compliant industry, but there may be times when a licensee, their employees or a patron breach liquor or gaming laws. This page provides information on how to deal with a situation when the liquor or gaming provider is not meeting their legal obligations.
What types of complaints does OLGR investigate?
OLGR investigates allegations against gaming and liquor providers and their staff. When OLGR does not have jurisdiction over the concern, your complaint may need to be referred to another agency such as the Queensland Police Service, the Office of Fair Trading or your local government.
How do I make a complaint?
Before making a complaint
Before you make a complaint, OLGR encourages you to contact the licensee to try and resolve the issue. Often a licensee will have processes in place to resolve issues brought to their attention, without having to involve OLGR.
Options for making a complaint
If you are not successful in having a licensee address an issue you have raised with them, or if you feel uncomfortable in approaching the licensee, you can make a complaint to OLGR.
You can make a complaint to OLGR using any of the following methods:
- online complaint form
- email liquor compliance or gaming compliance
- mail—download the complaint form and send it to:
Investigations Branch Office of Liquor and Gaming Regulation
Locked Bag 180
City East QLD 4002
With your completed form you can submit any evidence compiled. This can include, for example, photographs of damage, copy of a receipt or a noise nuisance complaint diary.
What happens after I lodge a complaint?
When OLGR receives a complaint the matter is assessed and, if required, investigated.
Your complaint will be acknowledged within 3 business days of receipt by OLGR and we will communicate with you in accordance with OLGR's client service charter.
Depending upon the nature of the matter, OLGR will make enquiries to find out if a breach of legislation has occurred.
When the matter is considered serious, OLGR may undertake a formal investigation. This can involve taking statements, collecting documentary and physical evidence and conducting interviews.
What can I do as a complainant?
Provide as much detail about your complaint as possible, as well as your contact details so that an OLGR investigator can contact you if they require more information.
Keep a diary and record the date, time and details of the issue. For example, if your complaint is about noise, note the type of noise (such as loud music, patron noise, PA system, live band), when you heard the noise and where you were when the noise occurred. You may wish to use the noise nuisance complaint diary.
What is the complaint process?
Where there is a breach
A wide range of enforcement actions are available to achieve compliance, including negotiations, cautions and warnings. In more serious or repeated matters, the issue of infringement notices, prosecution action or the suspension or cancellation of a licence, may be warranted.
OLGR's actions will depend on the nature of the complaint. Generally, OLGR contacts the licensee to advise them of the complaint and seeks cooperation in the first instance. If your complaint relates to licensed premises, OLGR may also conduct an unannounced inspection of the premises.
If your complaint is about noise, OLGR will conduct a site inspection, then contact the licensee or licensee’s approved manager to discuss the problems. OLGR will provide the licensee with an opportunity to answer to any allegations made. Developing strategies to resolve the issue may also form part of this process.
If no agreement can be reached, OLGR will conduct noise testing at certain locations, including your residence (if you agree).
OLGR will keep you informed of progress as strategies are negotiated with the licensee.
Where there is no breach
While OLGR can take action in instances where a breach of legislation has occurred, we also help resolve conflict by intervening where no breach has taken place. OLGR can negotiate with licensees to achieve a result that satisfies both the complainant and the licensee.
How long does it take OLGR to deal with a complaint?
This will depend on the nature of the complaint. A simple complaint is usually resolved within 1 month if all parties are cooperative. More complex complaints and serious breaches of liquor and gaming laws may take longer.
Contact us for more information about liquor and gaming complaints.