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VGCCC
The following outlines our commitment to you and the standards of service you can expect from us.
Our vision: Victorians and visitors enjoy safe and responsible gambling and liquor environments.
Our purpose: We regulate Victoria’s gambling and liquor industries to ensure their integrity and to minimise harm.
| When you contact the VGCCC, you can expect: |
- general advice about the VGCCC’s processes
- to be treated as we would like to be treated
- access to appropriate liquor and gaming signage, application forms and publications
- assistance with application forms
- an explanation of our procedures
- status updates on your existing application
- access to language assistance services
- a commitment to handling personal information in accordance with relevant privacy legislation.
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| We endeavour to assist, but there are certain things we cannot do for you: |
- provide legal or business advice
- complete your application
- fast-track your application.
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| Our role is to regulate Victoria’s gambling and liquor industries, and we aim to: |
- answer 80% of calls within 60 seconds
- respond to emails and letters within five working days
- promptly and professionally attend to reception counter enquiries
- communicate with you in a polite and courteous manner
- provide education regarding your obligations and responsibilities
- assist you through timely, professional and efficient processes
- provide you with up to date and consistent information and assistance.
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| We respect your right to: |
- timely and transparent decision making
- appeal decisions made by the VGCCC through the appropriate process
- privacy and confidentiality of your personal information
- be treated respectfully and ethically in accordance with the Victorian Charter of Human Rights and Responsibilities.
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| To help us deliver quality service, we encourage you to: |
- engage courteously with staff
- provide us with accurate and timely information.
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