Complaints about liquor and gaming venues
This information will help you raise concerns about a licensed liquor or gaming venue that you feel may be causing harm to the community or breaching liquor or gaming laws. Learn how the Office of Liquor and Gaming Regulation (OLGR) can help.
If your complaint relates to the conduct of an OLGR officer, or an OLGR service, product, procedure, practice, policy, or a breach of privacy, contact us or visit our compliments and complaints page.
Complaints we may investigate
OLGR assesses the complaints we receive to determine the most appropriate response. We may investigate complaints about:
- irresponsible service of alcohol
- unsafe gambling practices
- safety of patrons
- protection of local amenity
- minors drinking or gambling at licensed venues
- sale or supply of alcohol without a permit or licence
- contraventions of gambling self-exclusion orders
- unreasonable noise
- illegal advertising or promotions
- disputed gambling claims.
Complaints we can't investigate
We can't investigate:
- patron bans imposed by a venue, police, or Queensland courts
- online gambling apps or websites (e.g. casino or pokies apps)
- betting or wagering operators, other than UBET or TAB
- entertainment noise from licensed premises located in these Special Entertainment Precincts—Fortitude Valley, Nambour and Southport—these complaints are managed by the local council
- pub poker tournaments held outside the 4 Queensland casinos (e.g. National Poker League, Australian Poker League, World Poker Tournament)
- noise nuisance from unlicensed premises—this is a Queensland Police Service or local council issue
- waste services provided at licensed premises—this is a local council issue.
Make a complaint online
Before making a complaint, you must contact the licensee or venue manager about your concerns and give them the chance to resolve the issue. If you're not satisfied with the outcome, you can make a complaint to us.
Note: We don't accept complaints through social media.
Supporting evidence
Give us details that support your complaint—for example, a diary, photos or videos.
If your complaint is about noise, you'll be asked to complete a noise diary in the online complaint form.
We may contact you if we need more information.
Our complaint handling process
Explore the following information about our complaint assessment, investigation and enforcement processes.
How we assess matters
When assessing a complaint and deciding on an appropriate course of action, we consider:
- the seriousness of gambling and liquor-related harm to individuals or the community
- the financial harm caused to individuals and the community
- how the venue's conduct affects vulnerable groups (e.g. minors, excluded people, problem drinkers, gamblers)
- the licensee's past record of complaints and enforcement actions
- whether it's in the public interest to investigate
- whether the licensee or venue is willing to engage and take steps to voluntarily comply.
What happens during an OLGR investigation
If OLGR begins an investigation, we may:
- request further information from you or the licensee
- take statements
- collect evidence
- conduct interviews.
Our investigator will keep you informed throughout the process.
How we resolve breaches of liquor and gaming laws
Depending on the evidence gathered during the investigation, we may:
- remind the licensee of their legal obligations
- issue an infringment notice
- serve an abatement notice requiring corrective action
- issue a compliance order under section 46A of the Liquor Act 1992
- take prosecution action through the courts
- vary licence conditions
- cancel the licence or take other disciplinary action.
What happens if the licensee has not breached the law
If we identify that there hasn't been a breach of the law, we'll offer alternative options to help resolve the issue.
Complaint processing time
Typically, complaints are resolved within 1–3 months. Complex or serious matters may take longer.
Also consider...
- Read more about completing OLGR applications online.