Refusing Service of Alcohol Flashcards

When refusing service to an intoxicated patron, which of the following is a recommended communication strategy to de-escalate the situation?

Answer: Focus on the patron's behaviour and the legal requirements, not on them as a person.

The best practice is to be discreet, polite, and firm. You should focus the conversation on the observed behaviour (e.g., 'you are showing signs of intoxication') and the legal obligations ('by law, I am not able to serve you more alcohol'). This approach is less likely to make the patron feel personally attacked and helps to de-escalate potential conflict.

A patron has been refused service due to intoxication but is refusing to leave the premises. According to liquor laws, what action is a venue staff member or their agent (e.g., security) permitted to take?

Answer: Use necessary and reasonable force to remove the patron from the venue.

If an intoxicated patron is asked to leave and refuses, staff or their agents are legally permitted to use the necessary and reasonable force required to remove them. It is an offence for an intoxicated person to be on a licensed premise and to fail to leave when asked.

After refusing service to a patron and ensuring they have left the premises, what is the most important final step for the staff member to take?

Answer: Record the details of the refusal in the venue's incident register or logbook.

It is a crucial legal and operational requirement to document any refusal of service, especially those involving conflict or aggression. Recording the date, time, patron details (if known), reasons for refusal, and actions taken provides a legal record and helps management track and manage such incidents.

A staff member is refusing service to a customer who is showing clear signs of intoxication. The customer's friend, who appears sober, offers to buy the intoxicated person another drink. What is the correct response?

Answer: Refuse to sell the drink, explaining that it is illegal to supply alcohol to an intoxicated person.

It is an offence to supply alcohol to an intoxicated person, which includes selling it to a friend who will then give it to them. This is often referred to as a 'secondary supply' or 'third-party' sale in this context. The server must refuse the sale and inform other staff members about the situation to prevent the intoxicated patron from obtaining alcohol.

Which of the following is NOT a valid legal reason to refuse service or entry to a patron under general liquor licensing laws?

Answer: The person is wearing clothing that does not match the venue's preferred style.

While a venue can set a 'reasonable standard of dress', refusing service simply because their attire doesn't match a 'preferred style' is not a legally protected reason for refusal and could be discriminatory. Valid reasons are clearly defined and relate to safety and legal compliance, such as intoxication, disorderly conduct, or being a known criminal.

You are about to refuse service to a patron. To ensure the situation is handled correctly and with support, what is a recommended first step before approaching the patron?

Answer: Quietly inform your manager or security staff of the situation and your intention.

Before approaching an intoxicated patron, it is best practice to seek assistance or at least inform a supervisor or security. This ensures you have support if the situation escalates, shows a unified approach from the venue, and provides guidance if you are unsure how to proceed.