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Many club premises are in residential areas, and managers face challenges related to conducting normal club operations without impacting the local amenity.
The most common concern from neighbours is noise from music, outdoor sports or unruly patrons leaving the premises. Neighbouring residents have a right to make formal complaints to police, your local council and the VGCCC if they believe the noise coming from your venue is excessive.
The VGCCC has powers to investigate complaints relating to amenity (noise) issues from licensed premises, which detracts from the quality of the area being pleasant and agreeable.
This may include:
- The way the business of the licensed premises is conducted
- The behaviour of people after they have left the licensed premises.
Dealing with formal complaints can be time-consuming, costly and damaging to your reputation. If a neighbour contacts your club to make a complaint about noise, you should try to resolve the issue before it escalates.
Best practice dictates your club should have a plan about how it would handle these complaints, and this could assist staff to diffuse any issues if they arise.
Your plan might include:
- After-hours contact numbers for managers, key staff, board members, the local council and other authorities
- A nominated person (e.g., a duty manager) whose responsibility includes handling complaints at every shift
- Training for all staff on what to say when receiving a complaint
- A method of recording details (e.g., an incident register) including:
– Day, date, and time that the complaint was made
– Who is making the complaint and their contact details
– Specifics of the complaint, including when, where and how often
– A timeframe within which you will respond.
No matter what impression you or your staff may have formed about the person making the complaint, listen to them in a respectful way. Try to see the situation from their point of view – how would you feel? Your empathy and consideration of their situation could resolve the issue immediately.
All staff should be trained in the basics of receiving a complaint, including:
- Remaining calm and finding a good listening environment
- Clearly identifying the problem and what the person wants you to do
- Focusing on the issue, rather than the person
- Understanding whether you need to apologise or acknowledge previous complaints.
If the complaint is about something that cannot be rectified immediately:
- Assure the person that you will notify management, who will respond (preferably with a timeframe – e.g., within 24 hours)
- Provide them with the details of someone to contact if the matter reoccurs (e.g., a duty manager)
- Thank them for bringing the issue to the club’s attention.
A neighbour who puts their concerns in writing may be highly motivated to take action, and you should treat a written complaint as preliminary action to a more formal complaint. You should:
- Acknowledge the letter of complaint promptly via a phone call, email or letter
- Make contact with the author (if they have provided contact details). This may allow you to obtain more details of the complaint, opening more options for resolution
- Prepare a written response – either accepting the problem and outlining the action you will take, or politely explaining why you cannot take the action requested.
Arranging a meeting with the person who made the complaint on-site can be a useful way of finding out more about the problem and demonstrating that you are taking the matter seriously. Ideally the club would:
- Not become defensive if they are upset about the situation
- Investigate the nature of the problem – if it is about noise, is it related to frequency, volume, or something else?
- Find out if there is room to negotiate: would the person tolerate the noise at certain times?
- Try to distinguish between past incidents and future action
- Ask them what they would do if they were in your shoes.
Where appropriate you may need to seek outside advice (e.g., sound engineers or council) about possible solutions. It may also be helpful to:
- Present your neighbours with a range of options to resolve any issues. This shows you have considered the problem and makes them a partner in the final solution
- Be clear about the timeframes needed to implement a solution and the likelihood of success
- Involve your neighbours in providing feedback about the issues.
Remember that legal action should always be a last resort. Legal action is costly and time consuming for both parties and is likely to permanently damage your relationship with your neighbour.
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In FY25, Victorian Keno players enjoyed almost 10 million wins worth more than $131.9 million.
For many club patrons across Victoria, FY25 was a year to remember – all thanks to a life-changing Keno win.
Victorian players had a standout year, tallying over 9.9 million Keno wins collectively worth than $131.9 million in prize money.
In FY25, Keno players across the eastern states of mainland Australia celebrated more than 76 million wins collectively worth more than $1.2 billion.
During this time, Keno crowned 20 millionaires and multi-millionaires who together took home more than $57.9 million. Two of these major jackpot winners were from Victoria.
Laverton woman thanks ‘manifestation magic’ for Keno win
A Laverton woman shared she was left thanking the universe after she scored a $60,000 Keno Classic 8 Spot prize at Club Laverton in the weeks leading up to last Christmas.
“It was a big surprise! Especially coming up to Christmas, it’s perfect!” she cheered.
“Do you want to hear something really funny? I just wrote in my diary the day before winning, ‘Thank you, universe, for my Keno 8 Spot win’. Then it really came true!
“I’m a firm believer in the law of attraction and manifestation, and I love affirmations!
“It was awesome seeing all eight numbers pop up on the screen.
“I’ve had a few wins in Keno over the years. It’s like the stars align for me when I play - it’s my thing!”
Club Laverton manager Gus Alimovski said the team happily shared in the excitement with their major Keno winner.
“What an incredible win for our patron! It’s always great hearing these winning stories, and now we have another one to share with our patrons,” he said.
“We’re thrilled for our customer, and we hope to see more Keno winners in our venue soon.”
All eyes on a winning FY26
Keno’s National Partner Manager Luke Harrison said he couldn’t wait to see which Victorian clubs welcomed the next big Keno winners.
“Last financial year, players at Victorian clubs celebrated some impressive victories,” he said.
“A key highlight has been the growing popularity of Keno’s Bonus and Replay features among club patrons. This trend reflects how venues are successfully connecting with their customers, sharing updates on jackpot increases, promotional offers, and game enhancements.
“When players opt into Keno Bonus, they unlock the chance to multiply their winnings by up to ten times, while the Replay option adds another layer of excitement.
“Many players are still unaware of these features, making it vital for staff to start conversations and educate them on the full range of Keno possibilities!”
Mr Harrison said the solid Keno performance at Victorian clubs last financial year laid a strong foundation for continued success in FY26.
“Clubs across Victoria are embracing fresh approaches to elevate the customer experience, and Keno’s rising popularity is playing a key role in that journey,” he said.
“There’s also a wide array of Keno resources available to clubs, from eye-catching point-of-sale materials to engaging promotions, all designed to keep the game front and centre.
“As the new financial year unfolds, Keno is looking forward to celebrating more big wins for Victorian club patrons, and more success stories for the clubs that host them.”
Contact your Business Development Manager to find out how Keno can best support your club in FY26.
Visit Keno Connect for more information on maximising Keno in your club - www.kenoconnect.com.au
