Venue guide to dealing with sound disturbances

• Have a dedicated staff member available to talk to residents and help them with their complaints or disturbance concerns
• Respond promptly to any concerns raised by local residents. Make sure you communicate any steps or actions taken to address the complaint. It is good practice to keep a register of all noise complaints received and actions taken
• Set up a direct mobile phone number or email hotline for enquiries and complaints
• Prominently display information about your complaints handling process, including contact details. You can display this in your venue and on your website
• Start community meetings to discuss any disturbance issues and upcoming events. 

• Join your local liquor accord and get involved. Work together to find ways to reduce disturbances and anti-social behaviour in your area.
• Implement techniques to deal with anti-social behaviour from patrons leaving your venue. Ensure patrons don’t loiter in the immediate vicinity after your venue has closed.
• Assess your venue’s building design. Identify opportunities for modification that will future proof against noise complaints from local residents.
• Ensure you understand and follow any noise-related conditions on your liquor licence.
• Create internal procedures, like a noise management plan. Make sure your staff understand the music rules and any noise controls in place.
• If your venue is in a Special Entertainment Precinct, check the precinct management plan. This plan contains the sound management framework set by your local council. 

Reach out to industry peak bodies like:

• ClubsNSW
• AHA (NSW)
• Restaurant & Catering NSW.

They can assist licensed venues establish best-practice complaints-handling processes.

• You can also refer to the Australian/New Zealand Standard – Guidelines for complaint management in organisations (AS/NZS 10002:2022). The standard identifies the key features of best-practice complaints handling.
• Refer to the Sound management – Guidance for venue operators for information. It has best practice advice on measures that you can use to reduce sound emissions from venues. It includes managing sound from amplified music, entertainment and patron noise. 

Noise from your venue, like loud music or how patrons behave, can affect the neighbourhood. It can also harm your venue’s reputation and goodwill.

Small and practical changes can make big differences. They can be effective in mitigating noise impacts on the local community.

• Self-assess by monitoring noise levels at your venue, both inside and outside. You should conduct regular perimeter checks at the boundary of neighbouring residences. This will help you to understand what your neighbours are hearing.
• Turn down the volume of amplified speakers or PA system in use.
• Close the doors or windows facing residential areas.
• Think about the placement of amplifiers, speakers, band instruments and stage set up within your venue. Avoid placing equipment near windows and doors in your venue. This will help limit the break-out or leakage of sound emissions from your venue.
• Consider engaging an accredited acoustic engineer to undertake acoustic testing at your venue. 

Engage with residents and businesses to resolve any disturbance issues locally and work together on a solution. Having open and clear communication can help with the quick and informal resolution of matters. It can also promote positive relationships with the local community.