Operational Management Plan - 51995.1611.04

   ●​ Complaints Hotline: Monitored by Duty Manager during operational hours.​

   ●​ Complaint Response:​

          ○​ Logged immediately.​

          ○​ Investigated within 7 days.​

          ○​ Complainant contacted with outcome.​

   ●​ Quarterly Meetings: Offered to local residents to provide updates on operations
      and listen to feedback.​




2. Safety and Security Measures
Ensuring the safety and security of patrons, staff, and the surrounding community is
central to Crackerjack’s operations. Measures are designed to protect individuals,
reduce risks, and align with obligations under the RAMP, Liquor Act 1992, and Council
expectations.

2.1 Staffing and RSA Compliance

   ●​ RSA Obligations:
        ○​ All staff serving liquor must hold a current RSA certificate.
        ○​ At least one Approved Manager (RMLV accredited) rostered during all
           licensed hours.
   ●​ Manager Responsibilities:
        ○​ Oversee RSA compliance.
        ○​ Respond to incidents of intoxication or disorderly behaviour.
        ○​ Ensure no service to minors, intoxicated, or quarrelsome patrons.

2.2 Security Arrangements

   ●​ Functions and Events:
         ○​ Security assessed for each event (e.g., Melbourne Cup, major bowls
            competitions).
         ○​ Licensed crowd controllers engaged where higher risk anticipated.
   ●​ Protocols:
         ○​ Crowd controllers to hold RSA and be identifiable by uniform.
         ○​ Security briefed on “Quiet Dispersal” expectations for closing.