Operational Management Plan - 5 Opal St, Cooroy - Crackerjack

Managing complaints effectively is vital to maintaining strong community relations and
ensuring Council and licence compliance. Crackerjack has established a clear,
transparent system to receive, investigate, and resolve complaints, particularly in
relation to noise and amenity.

6.1 Commitment

   ●​ Crackerjack is committed to:​

          ○​ Treating all complaints seriously, respectfully, and confidentially.​

          ○​ Investigating and resolving complaints promptly.​

          ○​ Keeping accurate records of all complaints and actions taken.​


6.2 Staff Training

   ●​ Induction:​

          ○​ All staff trained in complaint handling during induction.​

          ○​ Training covers importance of professional communication, active
             listening, and de-escalation.​

   ●​ Ongoing:​

          ○​ Refresher training every six months to ensure consistency.​


6.3 Lodging a Complaint

   ●​ Methods Available:​

          ○​ Dedicated phone line to Duty Manager during operational hours.​

          ○​ Direct email address for complaints.​

          ○​ Onsite verbal complaint to staff.​

   ●​ Public Display:​

          ○​ Contact details for complaints displayed at entry points and on the venue
             website.​