If you run a hospitality or entertainment business near residential areas, you may have received noise complaints in the past.
Running a bar, pub, live music venue, or other hospitality or entertainment business likely means you’re contributing to the vibrancy and culture of your local community.
However, problems can arise, if your business is located near a residential area, where neighbours expect a peaceful living environment. In some cases, residential developments have been built in areas surrounding long-standing venues, putting the business owners in a difficult position. Dealing with noise complaints can be time consuming and sometimes costly, so it’s worth knowing how to handle complaints.
Here are some tips to guide you through what to do if your business receives noise complaints from local residents.
Know your noise limits
The Environmental Protection Act 1986 defines noise as a vibration of any frequency which can be carried in the air or by other means. Noise can be a problem if it’s not considered ‘reasonable’ and is causing disturbances. Under the Act, there are limits to how much noise a business can emit, particularly during the hours between 7pm and 7am. This could be peak operating time for your business, so it’s important to know your noise limits.
The amount of noise your business is allowed to make depends on a range of complex factors, so it could be worth engaging an acoustic engineer to report on your noise levels. Your local government authority may be able to help you arrange this service.
Understand your obligations
If your business has a liquor licence, noise complaints are likely to involve the Department of Racing, Gaming and Liquor under Section 117 of the Liquor Control Act 1988 (LCA).
Your local government also has the authority to deal with noise complaints – so check their website for information about noise restrictions and the complaints handling processes in your area. Their environmental health team may be able to provide guidance on everything from how to handle specific complaints to creating a noise management plan for your business.
Get support from your industry
It’s likely that another business in your industry has experienced similar issues and found some effective ways to address noise complaints. For example, you’re a member of the Australian Hotels Association (AHA), you could find a range of resources and advice available through your membership.
You might also be part of a local business collective or networking group who may have experienced and resolved similar issues. Use your trusted network as a guide to find the specific solutions you need.
Consider a range of solutions
Within your premises, there may be some steps you can take to minimise the noise having an impact on residents. For example, you could:
- Explore a range of measures to dampen noise – such as installing carpets under tables, or having noise-proofing installed on your roof or walls.
- Install signage or other reminders, asking customers to be mindful of making noise in a residential area as they leave your premises.
- Review your responsible service of alcohol training measures with your team. This could help to mitigate some of the noise as people leave late at night.
Again, speak with your local government, members of your business community or association for specific solutions which might help your business keep noise levels down.
Be a good neighbour
Noise complaints can be stressful to manage – but it’s worth making every effort to build and maintain positive and respectful relationships with your neighbours as a good business practice. This can often be as simple as managing expectations and increasing communication with your neighbours.
You could consider appointing someone in your team to act in a community support role. This person could make sure residents know about upcoming events which might be noisy (for example, through social media and letterbox drops). Your business might even share special invitations and discounts with neighbouring residents at certain times.
Find out more
Noise issues are complicated – so the best place to start if you’ve been contacted with a noise complaint is your local government authority.
To learn more about common issues facing small businesses and how to handle them, you might like to:
- Sign up for our SBDC small business news email
- Read our guide to handling customer complaints
- Explore our free business advisory service
