Give us feedback

We are committed to quality customer service and value your feedback.

If you have feedback or suggestions on how we can improve our service or website, please let us know here.  

If you do not know who to speak to about your feedback, or if you want to discuss the complaint process, you can contact the Department of Justice Community Relations Unit.

Here are the topics you can find on this page:

    Feedback and complaints form

    Please use this form to provide feedback about our service or website.  

    Feedback on our service

    At the top of the feedback form, select "a service the department provides".

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    At the question, "My feedback is about the following area", select "Office of Liquor Gaming & Racing".

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    Please provide as much information as possible so we can respond to your feedback properly.

    Feedback on our website

    At the top of the feedback form, select "one of the department's websites"

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    At the question, "Which website are you providing feedback about?", select "Justice website".

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    At the question, "To which agency website of the Department of Justice does your feedback relate?", select "Office of Liquor Gaming & Racing". 

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    Please provide as much information as possible  so we can respond to your feedback properly.

    What can I provide feedback about?

    You can provide feedback to us about:

    • the quality of service you have received from a staff member
    • the conduct of a staff member
    • a decision we have made
    • any of our policies or procedures
    • a problem or suggestion regarding our website.

    You can also use this form to provide feedback about any other agency or business area that is part of the Department of Justice by selecting from the drop down list.

    What should I include in a complaint?

    You should briefly state your concern and tell us what happened. Make sure you also include:

    • which person, agency or area has caused you concern
    • the relevant date, location and any reference number, if you have them
    • what you would like us to do to resolve your complaint
    • your email address, postal address and/or contact telephone numbers
    • if you would like your complaint to be handled confidentially.

    Can I make an anonymous complaint?

    In order to address your feedback on our service, we will need your name and contact details.

    Feedback on our website can be provided  anonymously but if you would like us to respond, we will need your contact details. 

    Your personal details will be handled in accordance with our privacy policy but in some cases, keeping your details confidential may limit our ability to examine or resolve your concerns. If this is the case, we will contact you to discuss the issue before taking further action.

    What about my privacy?

    If you provide your contact details, we will handle your personal information in accordance with our privacy policy and the Privacy and Personal Information Protection Act 1998.  You can view the Department of Justice's website privacy policy here. 

    The information you provide is for the purposes of investigating your complaint only. All complaints submitted via this website are secure and not available for public viewing. Our code of ethics prohibits your details from being shared with any person or organisation, without your consent.

    We respect your right to confidentiality. Our procedures will ensure your anonymity in most cases, however, the nature of your complaint may lead to you being identified by others.

    What happens when I make a complaint or give feedback?

    In most cases, we will respond to your complaint within three weeks of receiving it. If a complaint is serious or complex, it may take longer. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. If possible, we will also give you an estimated timeframe for our response.

    If your complaint or feedback is justified, we can do one or more of the following:

    • rectify our mistake
    • provide you with an apology
    • provide you with further explanation of a decision that has been made
    • use your feedback to improve our policies, procedures or systems.

    What other types of complaints can I make?

    Please go to the complaints page if you need to make a complaint about:

    • a licensed venue
    • club administration/management
    • responsible service of alcohol or responsible conduct of gambling
    • hotel operations
    • casino operations
    • gaming machines
    • minors and alcohol
    • raffles, competitions and lotteries
    • antisocial behaviour related to alcohol consumption.

    Please go to the noise disturbance page if you need to make a complaint about:

    • noise from licensed premises and/or their patrons,
    • violent or anti-social behaviour by patrons of a licensed premises
    • the behaviour of patrons leaving or after leaving a licensed premises.

    Can I get more information on the complaints process?

    Please visit the full Department of Justice Feedback and Complaints page

    Information included on this page includes more information on:

    • Providing feedback on other areas within the Department of Justice
    • Help for people with disabilities, or people who do not understand English well
    • What to do if you are not satisfied with the handling of your complaint
    • The privacy and confidentiality of your complaint
    • Our feedback policy