RSA House Policy and Procedure

Title: RSA house policy

Date:  29/05/2024

Version: 2

Prepared by: Murray

Scope:

Murray’s Restaurant and Cafe

Definition

Responsible Service of Alcohol (RSA) refers to the service, consumption and promotion of alcoholic products in a manner that minimises the potential harm that may be caused by alcohol consumption to individuals, their families and the community generally.

Purpose:

The purpose of this policy is for management and staff of Murray’s Restaurant and Cafe to conduct alcohol related services in a lawful and socially responsible manner, having regard to potential harm and community concerns about alcohol consumption. Murray’s encourages and enforces the responsible service of alcohol practices amongst patrons and staff. This is achieved by implementing and maintaining various harm minimisation and consumer protection measures as outlined in this document.

The Qld Liquor Act 1992 provides that

  • we cannot serve alcohol to any person to intoxication

  • we cannot serve or supply alcohol to any person under the age of 18

  • we cannot allow intoxicated, disruptive or violent behaviour to occur on the premises

  • we must ensure that no harm comes to customers as a result of our service of alcohol.

Relevant legislation

Queensland Liquor Act 1992

Policy statement

Murray’s is committed to fostering a safe establishment for customers to enjoy food and drinks. Management encourages positive and respectful communication between staff members and between staff members and customers.

  • All bar and wait staff hold the qualification SITHFAB021 Provide responsible service of alcohol and are provided refresher training on a regular basis

  • The venue displays A3 size posters alerting customers that:

    - it is illegal to serve alcohol to people under the age of 18 (Government issued identification will be requested for anyone who looks under the age of 25)

    - customers who are drunk disorderly or creating a disturbance can be fined $3870

    - if you are slurring, unstable on your feet or aggressive you will not be served

    - management support staff who refuse service

    - don’t leave your drink unattended to avoid drink spiking

    Procedures for Refusal of Service:

Murray’s staff may refuse service to customers because the:

  • law requires it (e.g. if the person is a minor or unduly intoxicated or disorderly)

  • safety of the patron is in jeopardy (i.e. from the consumption of liquor)

  • safety of others is in jeopardy (i.e. from the consumption of liquor by a particular patron)

  • licensee considers it warranted (provided it is not discriminatory).

Prior to refusing service, staff must ensure the refusal of service is not discriminatory (based on race or gender). Saff should take appropriate steps by asking questions of the customer prior to refusing service so as to avoid any situation that may cause a complaint such as refusing a person with a speech impediment who sounds as though they are intoxicated.

Patrons that are a genuine problem may be banned from licensed premises. There are 4 levels of bans that can be imposed:

  • court-imposed bans

  • police-imposed bans

  • venue bans

  • group venue bans.

Staff receive regular training on the dos and don’ts of service refusal through weekly staff and toolbox meetings.

Dos 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. Use tact - politely inform the patron you will not serve them any more alcohol.

  • Do point to posters/signs behind the liquor service point to reinforce your decision.

  • Do explain the reason for refusal of service (e.g. 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 do not hang around outside.

  • Do enter incidents relating to refusal of service in a log book, especially those involving threats or aggression.

Don'ts of service refusal

  • Don't call your patron a 'drunk' - 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 agree to let the person finish their drinks (it is an offence under the Liquor Act to allow a minor or unduly intoxicated or disorderly person to consume liquor on licensed premises).

  • 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 think the matter is over because you have verbally addressed it.

Identification:

All patrons who appear to be under the age of 25 will be required to present valid identification before being served alcohol.

Checking hard copy identification (ID) for all patrons

You must carefully check each person's identification (ID) so you don't allow non-exempt minors onto your premises. Otherwise, you may be liable for prosecution.

Careful checking is essential—a quick check won't protect you or your staff from prosecution if the person in the photo is very different from the person presenting the ID.

Which ID you accept is your decision.

The Liquor Act 1992 defines what's considered acceptable evidence of age. This could help with your defence if any enforcement action is taken for allowing a minor to enter or remain on your licensed premises.

You also have a responsibility to establish effective policies or rules about checking ID.

Acceptable forms of ID

These 5 forms of ID are acceptable in licensed venues—some are also available as digital ID:

  1. a photo ID card

  2. an Australian driver licence or learner permit, including a Queensland digital licence

  3. a foreign driver licence

  4. a passport from any country

  5. a recognised proof-of-age card.

The ID document must be current and include a photo of the person and their date of birth.

Foreign driver licences that aren't in English

Where a foreign driver licence isn't in English, the person should also present an international driver permit issued in their country of origin, which is in English and includes a photo of the licence holder.

Expired Queensland driver licences and renewal receipts

A Queenslander who has renewed their driver licence but is still waiting for it to arrive can show a Department of Transport and Main Roads driver licence renewal receipt with their expired licence for ID checking or scanning.

You don't have to accept the receipt if you don't want the person to enter—this choice is at your discretion.

How to check hard copy ID

To properly check hard copy ID, staff should:

  • examine the ID in a well-lit area where alterations will be more obvious—have an initial checkpoint at the front door

  • ask the patron to remove the ID from their wallet for inspection

  • hold the ID in your hands and take your time examining it

  • feel around the photo, date of birth and edges of the card, especially with cards in plastic—wrinkles, bumps and air bubbles could mean the ID has been tampered with

  • compare the photo ID with the patron—make sure any distinguishing facial features match

  • check the date of birth confirms the patron is over 18—licences and other forms of ID can be issued to minors

  • ensure the ID includes a hologram or other security feature—all staff should be able to identify the security features of different IDs.

Refuse entry and service to anyone who appears under-age and doesn't have acceptable ID.

Staff shouldn't assume that someone else has checked a patron's ID—the person might have snuck in.

Checking digital identification (ID) for all patrons

Staff must check digital identification (ID) is valid, just as they would if they were checking hard copy ID.

Acceptable forms of digital ID

Many acceptable forms of ID are now available in a digital version. These include:

How to check digital ID

When checking digital ID, you should:

  • compare the photo with the person presenting the ID

  • check that the date of birth confirms the person is over 18—some forms of ID can be issued to minors

  • identify the security features of the ID—all digital IDs have in-built security features—and use the appropriate verification techniques.

Licensees should ensure all staff are trained in how to check a Queensland digital ID.

Visual features for verifying digital IDs

Queensland's digital licence app has visual features to help you identify that it's current and genuine. Some features to look for are:

  • the Queensland Government crest behind the information is pulsing

  • the information was refreshed online date is current—this date refreshes each time the app is opened or the home screen is pulled down

  • the patron can scroll up and down to show their credentials.

Read more about verifying a patron's Queensland digital driver licence.

Other digital IDs have similar features. For example:

  • South Australia's digital driver licence has a 'shake-to-animate' feature that will animate the screen and display the time and date to show that it's not a screenshot.

  • Australia Post's Keypass in Digital iD™ has a reanimation feature on the front screen as well as a QR code that refreshes every 5 seconds.

Using the Queensland verifier app to check someone's ID

You can also download a Queensland Digital Licence Verifier app for free from the Apple and Google Play app stores. The verifier app will allow you to validate patrons' information by scanning their digital licence's QR code.

This is not mandatory, but it will help you check their digital licence is valid if you have concerns.

Watch the how-to videos on the Queensland Digital Licence app website for information on how to download and use the verifier app.

What to do if you suspect a digital ID is false

If you're presented with a digital ID that you suspect is fake or doesn't belong to the person, complete a confiscation report and submit it to the Office of Liquor and Gaming Regulation.

You must not confiscate the phone or device (unlike hard copy ID) even if it displays a digital ID that you're concerned about. The Liquor Act 1992 doesn't allow, or require, a licensee to do that.

Standard drinks

Australia's national alcohol guidelines use the 'standard drink' as a measure of alcohol consumed. One standard drink is defined as containing 10 grams of alcohol.

The number of standard drinks in a serving of alcohol varies between type, size, brand, packaged or poured drinks. If you are unsure, read the label. Alcohol packaging must state the number of standard drinks that the product contains. Below is a guide to the standard drinks on offer at Murray’s:

Number of standard drinks by alcohol type served at Murray’s

Alcohol Type Serving size Standard drinks

Beer - full strength (4.8%) 375ml can/stubbie 1.4

Beer - mid strength (3.5%) 375ml can/stubbie 1.0

Beer - light (2.7%) 375ml can/stubbie 0.8

Red wine (13%) 100ml glass 0.9

150ml glass 1.5

White wine (11.5%) 100ml glass 0.9

150ml glass 1.4

Spirits (40%) 1 nip (30ml) 1.0