Responsible Service Of Alchol
Intoxicated Persons (Employee's Standard Operating Procedure)
Pelican RSL Club has embraced responsible service practices in
the sale, supply and promotion of liquor, therefore:
Enhancing Servicing Practices
Security personnel will constantly patrol and monitor all areas of the club to ensure no patron on the premises is intoxicated, violent, quarrelsome or disorderly.
Should a patron have a change in normal behaviour, plus sufficient
indicators i.e. aggression, obnoxiousness, argumentative, animated,
untidy or seen spilling drinks, bumping or knocking customers, having
difficulty standing, dropping or walking into objects, advise the
Supervisor, bar staff and the Security Supervisor. The Supervisor
will record the decision and actions in the Club's Incident Register.
Refusal of Service
In the event of the need for refusal of service, make your reasoning
as clear as you can. Always be calm, polite and speak clearly, re-assure
the patron that they are a valued customer and welcome to return
at another time.
The Supervisor will request the patron to leave, monitor his/her
removal and arrange safe passage away from premise (call a taxi
or telephone a nominated friend). All available particulars of the
patron will be recorded in the Club's Incident Register.
Should a patron be aggressive, violent or disorderly and refuse
to leave the club premises, the Supervisor will summon Police assistance
in removing the patron. Excessive physical force in removing a patron will not be tolerated.
Outside Security Staff
Patrol the exterior of the club, the car park and surrounding streets,
to maintain patron behaviour and property safety, whilst ensuring
the quiet and good order of the neighbourhood is not unduly disturbed.
Record any incident of anti-social behaviour in Club's Incident
By Order of the Board
The Liquor Licensing Act aims to ensure that those who consume alcohol
only do so in a responsible manner. Pelican RSL Club is committed
to the principles of responsible service of alcohol. All employees
must adhere to the following responsible service of alcohol practices,
below is an extract of Pelican Clubs policy on Responsible service
- No liquor will be served to minors (less than 18 years of age).
- No intoxicated persons will be admitted to the Club.
- Intoxicated persons will be refused service of liquor.
It is not only your right to follow the above principles; it is
your obligation. Determining whether a person is intoxicated is
not as easy as one may think. It is important to watch for signs
that someone is becoming intoxicated, but common sense is also required.
As well as mood and demeanour, and the number of drinks consumed,
look for the following:
A notable change in behaviour, especially antisocial, inappropriate
or violent behaviour, use of abusive language
- Slurring of, or mistakes in speech
- Clumsiness, knocking things over (like a drink or ashtray),
or fumbling with change
- A significant loss of coordination (usually swaggering or swaying)
- A degree of confusion, a lack of understanding or ability to
hear, and a difficulty in responding
- Physical illness such as vomiting
Always be calm and polite when refusing service to a person you
think is becoming or is intoxicated. If people are proving hard
to reason with, repeat in a firm but controlled voice that, by law,
they cannot be served another alcoholic drink. You should always
approach these situations with tact and offer the patron a non-alcoholic
alternative such as a soft drink, tea or coffee. It is also advisable
to offer to arrange transport home for the intoxicated patron, such
as a taxi. In all cases where you want to refuse service, you must
first notify the Supervisor who will then deal with the situation
Responsible service of alcohol is becoming increasingly more relevant
and you should be aware that serious offences are handed out to
both licensees and individual bar employees who don't adhere to
In NSW the current applicable penalty is a maximum $5500 fine
for the following offences:
- Permit intoxicated or indecent or quarrelsome behaviour on licensed
or registered club premises
- Sell or supply liquor to intoxicated person on licensed or club
- Sell or supply liquor to a minor