Refusal of service
Licensees may refuse service to patrons for the following reasons:
- the law requires it (eg. if the person is a minor or unduly intoxicated or disorderly)
- safety of the patron – the consumption of liquor is placing their safety in jeopardy
- safety of others - the consumption of liquor by a particular patron is placing the safety of other patrons in jeopardy
- civil liability; and/or
- failure to meet dress standards set by management
When refusing service to a patron:
- Use tact - politely inform the patron you will not serve them any more alcohol. Don't speak to the patron in front of others.
- Repeat firmly, that by law they cannot be served another drink. Management policy may be to offer a non-alcoholic drink or to suggest ordering food.
- Notify the manager/licensee/supervisor or security. Also notify other bar staff that you have refused service to the patron.
- If considered necessary, management may impose a short term ban.
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
- DO obtain agreement from a supervisor and notify security, if available, before speaking to the patron
- DO be polite and avoid value judgements
- DO point to posters/signs behind the liquor service point to reinforce your decision, eg "No More - It’s the law"
- DO explain the reason for refusal of service (eg. continued bad language, inappropriate behaviour)
- DO offer (if appropriate) non-alcoholic beverages instead, or to phone a taxi or a friend to drive them home. It is harder to get angry with someone offering to do something for you
- DO make sure that they leave the premises safely and that they don’t hang around outside
- DO enter incidents relating to refusal of service in a log book, especially those involving threats or aggression
- DON'T call your patron a "drunk" but warn them politely that their behaviour is unacceptable
- DON'T be persuaded to give them "one last drink" after you have stated that they have had enough
- DON'T raise your voice. If they raise theirs, lower yours
- DON'T put off refusal hoping that the patron will leave after the next drink - act while the patron can still be reasoned with
- DON'T judge other people
- DON'T think the matter is over because you have verbally addressed it
- DON'T tell them what to do or how to behave
- DON'T let the issue go by because the patron has left
Last reviewed 2 January 2009