Reference Documents - MCU24-0115 [As Published]

                     Reviewing relevant CCTV footage if applicable.

                     Conducting checks on the venue's noise levels and operations at the
                      time of the alleged issue to identify any discrepancies or non-
                      compliance.

                     Engaging with staff who were present during the time of the complaint to
                      gather further context.

          o   If the complaint is found to be valid, corrective actions will be taken
              immediately, such as adjusting noise levels, enhancing soundproofing
              measures, or reviewing operational protocols.

c) Communication and Follow-Up

   •   Complainant Communication:

          o   The owner or manager will follow up with the complainant within the 7-day
              period to provide feedback on the investigation and any actions taken. This
              ensures that the complainant feels heard and reassures them that their
              concerns are being taken seriously.

          o   If further details are required, they will be requested at this stage to complete
              the investigation comprehensively.

   •   Record Keeping and Documentation:

          o   All complaints and the subsequent actions taken will be documented in a
              central complaint register. This register will be reviewed monthly to identify any
              patterns or recurring issues, allowing for proactive adjustments to the hotel’s
              operations and procedures.

          o   Reports summarizing complaint investigations and resolutions will be prepared
              and shared with the management team to maintain accountability and
              transparency.

d) Noise-Specific Complaint Handling

   •   Proactive Noise Monitoring:

          o   As outlined in the Noise Management Plan, regular checks of noise levels will be
              conducted, particularly during peak hours. Staff will be trained to adjust noise
              levels when necessary to prevent complaints before they arise.

          o   Signage will be placed in outdoor areas and exit points, reminding patrons to
              respect neighbours by keeping noise to a minimum. This proactive approach
              aims to minimize the likelihood of complaints regarding noise from patrons
              leaving the venue.

   •   Integration with the Noise Management Plan:

          o   All noise-related complaints will be directly integrated into the Noise
              Management Plan. This involves:

                     Recording the complaint as per the detailed procedure and reviewing the
                      Noise Management Plan to identify any adjustments needed based on
                      the complaint’s specifics.


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