Complaints

Make a Complaint
If you are dissatisfied with any aspect of our services, decisions, or conduct, you or a representative acting on your behalf can make a complaint by completing the form below.

You can also access our complaints process through any of the channels listed below. 

Our Complaints Process
Once we receive your feedback, we will manage it in line with our Complaints process. We will:

• Ensure your complaint reaches the appropriate area to investigate your concern objectively and fairly.
• Acknowledge your communication as soon as practicable (no more than 3 business days).
• Reach out to collect any further missing information to investigate the matter.
• Aim to resolve the complaint within 30 days. Where further investigation is required, we will keep you informed of progress. 
• At all times, comply with relevant legal obligations, including protecting our guests’ privacy in line with our privacy policy.
• If you are not satisfied with the outcome, you may request an internal review. The review will be conducted by someone independent of the original decision‑maker.

Providing your contact details, a description of the issue (including any timeframes, locations or people you interacted with) assists us to investigate appropriately. If you choose not to provide your contact details, your complaint will still be recorded and reviewed internally, however we may be limited in our ability to provide updates or communicate an outcome.

Other ways to make a complaint

Complaints may also be submitted through any of the following channels: 

• Write to us (mail or deliver in person):

  Attn: Guest Experience 
  8 Whiteman Street, Southbank 3006

• In person by visiting a Crown Rewards desk or Hotel Front desk

We are currently finalising a dedicated toll free number. In the meantime, you may submit a complaint using any of the options above. We will update this page as soon as the number is available.

Acceptable behaviour
Crown Melbourne is committed to protecting the health, safety and wellbeing of our team members and guests. We ask that anyone engaging with our complaints process does so in a respectful and constructive manner. Unacceptable behaviour, including abusive or threatening conduct, will not be tolerated.

If your complaint relates to the provision of gambling, you also have the option to raise your complaint directly with the Victorian Gambling and Casino Control Commission (VGCCC) by visiting www.vgccc.vic.gov.au.