SUPPORTS ITEM NO. 3
                                                VLLC AGENDA
                                                APRIL 10, 1997


                     VANCOUVER LIQUOR LICENSING COMMISSION

                PROCEDURE FOR HANDLING NEIGHBOURHOOD COMPLAINTS
                   WITH RESPECT TO LIQUOR LICENSED PREMISES


   Generally, written and verbal complaints concerning licensed premises
   are received by the Clerk to the Commission, the Commission Chair or, on
   occasion, a Commission member.  In addition, the Permits and License and
   Police Departments also receive complaints.

   It is suggested the following procedure for handling complaints be
   approved:

        That all complaints be forwarded to the Clerk to the Commission who
   will:

        1.   Review the complaint and refer it to:

             (a)  the appropriate Neighbourhood Integrated Services Team
                  (NiST) to handle and report back to the Commission; or

             (b)  the appropriate department for handling via an
                  investigation and report back to the Commission, or,
                  where a report is not required, direct written response
                  to the complainant with copy to the Clerk to the
                  Commission for forwarding to the Commission.

        In all instances the Clerk to the Commission will:

        2.   Log the complaint, including details of referral and request
   for handling.

        3.   Acknowledge receipt of the complaint and advise complainant of
   action taken.

        4.   Circulate a copy of complaint letter to Commission members,
             Chief License Inspector and other relevant staff, with a
             notation of the action taken.

        5.   Track the complaint and keep the Commission appraised by:

             (a)  where there is a written response from staff, circulating
                  a copy of both the staff response and original complaint
                  letters to Commission members; or

             (b)  where there is a staff report to the Commission, place
                  the report on a VLLC Agenda, send the complainant an
                  advance copy of the report and invite their appearance as
                  a delegation at the meeting.  In this instance, the Clerk
                  will, following the Commission meeting, advise the
                  complainant, in writing, of the Commission s action and
                  complete necessary follow-up.


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   Office of the City Clerk
   April 2, 1997