Licensed premises - disturbance complaints

I have a disturbance complaint about a pub / club / bar. What do I do?

Since the NSW Vibrancy Reforms took effect on 1 July 2024, Liquor & Gaming NSW (L&GNSW) is now the lead agency for managing noise complaints about licensed premises. These issues were previously handled by local councils and the licensing police however Liquor and Gaming NSW now manage, entertainment noise from licensed venues including noise and activity from patrons inside and when leaving licensed venues but not criminal, violent or antisocial behaviour.

You can lodge a disturbance complaint if a venue or its patrons cause undue, unreasonable, or serious disturbances to the neighbourhood, including amplified or live music, entertainment (eg karaoke) and patron noise. L&GNSW prioritises education and informal engagement. Residents, businesses and licensees are encouraged to work together first to find a practical solution.

Prior to lodging a disturbance complaint, residents are encouraged to attempt to resolve the issue with the licensee. Addressing issues early often prevents them from escalating. Most licensees prefer to fix issues early to maintain good relationships with their neighbours.

Contact the venue

Residents are encouraged to contact the venue directly:

• Call, email or text the venue as soon as possible after the incident.
• Meeting in person: Visit the venue or arrange a meeting with the manager to discuss practical solutions.

Keep records

If disturbances continue, keep a clear log including:

• Details: The date, time, and type of disturbance (eg. bass vibrations, shouting, or music).
• Patterns: Note if the noise happens at specific times or intervals.
• Action taken: Record if you contacted the venue or NSW Police, and any response you received.

Contact details of Licensed Premises

Paddington 

• Village Inn - 02 9331 0911
• Royal Hotel - 02 9331 2604
• Bellevue Hotel - 02 9363 2293
• Lord Dudley Hotel - 02 9327 5399
• Unicorn Hotel - 02 9360 3554
• Four in Hand Hotel - 02 9326 2254
• Grand National - 02 9363 4997
• London Tavern - 02 9331 3200

Woollahra

• Light Brigade Hotel - 02 9357 0888
• Woollahra Hotel - 02 9327 9777
• Phoenix Hotel - 02 9363 2608

Double Bay

• Golden Sheaf Hotel - 02 9327 5877
• Royal Oak Hotel - 02 9363 3935
• Matteo - 0459 547 151
• Pink Salt - 02 9328 1664
• Cosmopolitan Café - 02 9362 1881

Rose Bay

• Rose Bay Hotel - 02 9371 8161
• Club Rose Bay - 02 9114 7358

Watsons Bay

• Watsons Bay Hotel - 02 9337 5444

Lodging a disturbance complaint

If you don’t feel comfortable approaching the venue, or if your previous attempts to resolve the issue have failed, you can lodge a complaint with L&GNSW.

L&GNSW handles two distinct types of disturbance complaints:

• Noise complaints

Disturbance from licensed venues caused by patrons or entertainment activities. Noise can be from within or directly outside a venue, such as patrons entering or leaving the venue, anti-social behaviour, littering, music or other entertainment, or setting and packing up equipment.

• Statutory disturbance complaints lodged under the Liquor Act 2007.

This covers the way in which the business of the licensed venue is conducted, including but not limited to, the provision of amplified entertainment and patron noise, or the behaviour of patrons leaving the venue, including anti-social behaviour or alcohol-related violence.

They deal with these complaints differently.

Have you considered a noise complaint? Most noise issues can be resolved through the noise complaint process. A statutory disturbance complaint is more complex and can take much longer to resolve.

When making a noise complaint to L&GNSW, it is recommended to include as much detailed information as possible in your complaint as this will assist L&GNSW with their assessment. This may include video and audio evidence, and a noise diary.

Statutory disturbance complaints have specific requirements that must be met prior to being lodged and can take a substantial amount of time to resolve as they must follow a formal process set out in legislation. You can lodge a statutory disturbance complaint in circumstances where noise and disturbance issues are on-going, and you have made genuine attempts to resolve the matter informally with the licensee or venue operator.

Formal complaints usually require:

• At least 5 complainants (from separate households or businesses).
• Consideration of 'Order of occupancy' (who was there first).
• Evidence of licence breaches (licensed venues are often exempt from standard noise pollution laws if they follow their specific licence rules).

Get help

For assistance with on-going noise disturbances from music or patrons at a licensed venue:

• Website: liquorandgaming.nsw.gov.au
• Online: Use the online Contact Portal to report issues or request information
• Email:  sound.compliance@liquorandgaming.nsw.gov.au
• Phone: 1300 024 720 (Monday - Friday, 9am - 4pm)
• Postal Address: GPO Box 7060, Sydney NSW, 2001

For immediate, one-off disturbances or late-night party noise, criminal, violent or antisocial behaviour, contact:

• Non-Urgent: Call 131 444 (Police Assistance Line, available 24/7)
• Emergencies: Call Triple Zero (000) if there is an immediate threat to safety.
• Local Licensing Police: Call 9362 6311 (Eastern Suburbs Area Command).

What Council can do

While the Vibrancy Reforms have shifted noise management of licensed premises to the State Government, Council continues to monitor compliance with a venue’s development consent. We can investigate potential breaches related to:

• Approved trading hours
• Patron capacity limits
• Acoustic requirements (eg specific soundproofing conditions)

Council also remains the regulatory authority for noise generated by:

• Waste and Deliveries: Collection, recycling, and loading/unloading operations
• Mechanical: Ventilation, air conditioning, and kitchen exhaust fans
• Construction: Noise from building sites and works 

For enquiries regarding development consent breaches:

• Online: Contact us
• Phone: 9391 7000
• Email: records@woollahra.nsw.gov.au