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Refusal of service

Licensees may refuse service to patrons for the following reasons:

When refusing service to a patron:

Management, as part of their Risk Assesed Management Plan, may formulate a written policy to deal with these situations so that all staff have a clear understanding of their responsibilities and steps to be taken.

You should be sure of your reasons for refusal of service and these reasons should not be discriminatory (race, sex etc.) A person has the right to take the matter to the Human Rights and Equal Opportunity Commission if they feel they have been subjected to discrimination.

Remember, if the patron who just walked in is slurring, it does not automatically mean they are unduly intoxicated. The person may have a disability. Common sense must be applied in each case.

Do's and Don'ts of Service Refusal

Last reviewed 2 January 2009