ProServe Refusing and Discontinuing Service

Question 1

Under Alberta law, when is a server legally required to refuse alcohol service?

Accepted Answer

When a patron is intoxicated, is a minor without proper ID, or when service would create an unsafe situation

Answer

Alberta law requires servers to refuse service when a patron appears intoxicated, is or appears to be a minor without valid ID, or when continued service would pose a risk to safety.

Question 2

What is the recommended first step when deciding to cut off a customer?

Accepted Answer

Inform a manager or colleague of your assessment before approaching the customer

Answer

Before cutting off a customer, it is best practice to inform a manager or colleague to ensure support is available, the assessment is confirmed, and the approach is coordinated.

Question 3

What communication approach is most effective when refusing service?

Accepted Answer

Speaking calmly, firmly, and respectfully while using 'I' statements and explaining legal obligations

Answer

A calm, firm, and respectful approach is most effective. Using 'I' statements (such as 'I am not able to serve more alcohol') and referencing legal obligations helps depersonalize the refusal and reduce conflict.

Question 4

What should a server do after refusing service to an intoxicated patron?

Accepted Answer

Continue monitoring the patron, offer non-alcoholic alternatives, food, and water, and help arrange safe transportation

Answer

After refusing service, the duty of care continues. The server should monitor the patron, offer food, water, and non-alcoholic drinks, and assist with arranging safe transportation such as a taxi or ride-share.

Question 5

Can a patron be refused entry to a licensed premises?

Accepted Answer

Yes, licensees can refuse entry if a person appears intoxicated, as long as the refusal is not based on prohibited grounds of discrimination

Answer

Licensees can refuse entry to anyone who appears intoxicated or whose behaviour suggests they will create problems, provided the refusal is not based on prohibited grounds of discrimination such as race, gender, or disability.

ProServe Practice Test

ProServe Practice Test

ProServe Refusing and Discontinuing Service