Compiled Reference Document - 51995.1611.04 (As Published)

                 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.​




Document Set ID: 24240356
                  24092246
Version: 1, Version Date: 22/10/2025
                          02/09/2025