SITHFAB201

Provide Responsible Service of Alcohol

By the end of this program you will be able to

Sell or serve alcohol responsibly
Assist customers to drink within appropriate limits

Assess alcohol affected customers and identify

customers to whom sale or service must be refused
Refuse to provide alcohol

What is Alcohol?
Alcohol is a spirituous or fermented fluid of an intoxicating
nature intended for human consumption. Alcohol (or ethanol)
is also an addictive drug, and its dose related misuse is
associated with a wide range of adverse consequences that
can lead to significant harm to the individual and society. Its
consumption in moderation can lead to feelings of relaxation
and euphoria, causing it to be consumed widely in many
social scenarios and across the socio-economic spectrum.

The Path of Alcohol in the body

1. Mouth: alcohol enters the body
2. Stomach: some alcohol gets into the
bloodstream in the stomach, but most
goes on to the small intestine
3. Small Intestine: alcohol enters the
bloodstream through the walls of the
small intestine

Continued..

The Path of Alcohol in the body

4. Heart: pumps alcohol throughout the
body
5. Brain: alcohol reaches the brain
6. Liver: alcohol is oxidized by the liver
at a variable rate (depends on
various factors including gender,
health, stomach is full or empty, type
of drink etc). Alcohol is converted
into water, carbon dioxide & energy.
The average person will take about an hour to process 10
grams of alcohol, which is the amount of alcohol in a
standard drink.

What is alcoholic beverage?

An alcoholic beverage is a drink containing alcohol.
Alcoholic beverages are divided into three general
classes: beers, wines, and spirits.

Responsible Service of Alcohol (RSA)

RSA means acting within the law by dispensing alcohol in a
responsible manner, being aware of your duty of care
towards patrons, other workers and the general community.
Responsible service of alcohol involves encouraging
customers to drink within appropriate limits. This limit may
vary depending on the physical and mental state of the
person, however, the law indicates that 0.05 blood
alcohol level is the standard legal limit for most drivers.

Adverse effect of alcohol

In Australian society, the most widely used drug is alcohol.
Production and consumption of alcoholic products makes a
significant contribution to the economy. But on the other
hand, alcohol abuse leads to various serious problems for
the community like social and economic issues, health
issues, reduced workplace productivity, accidents, drink
driving, violence, loss of life and other forms of crime. All the
alcohol abuse adds up huge costs to the Australian
economy.

Types of people at higher risk than others, from

adverse effects of alcohol
Aboriginal and Torres Strait Islanders
Minors
Women
Young customers
People from non-English speaking backgrounds
People affected by the consumption of illicit & other drugs

Why RSA?
With the help of responsible service of alcohol practices and
training, we can reduce the problem of alcohol abuse and also
the costs associated with it.
It is the responsibility of a person who is serving alcohol to give
accurate information to customers on alcoholic beverages in
accordance with house policy and government regulations. The
information can include about

Types

Strengths

Standard drinks

Alcoholic percentages of a range of frequently served drinks

Benefits of RSA
For customer safer environment, stay longer and
improved health
For premises and staff serving alcohol reduced cost
for security, safer workplace and staff wouldnt have to deal
with bad customers, reduced legal problems
For the community less complaints, reduced violence
and less vandalism

Blood Alcohol Content (BAC)/ Blood Alcohol

Level
It is usually expressed as percentage of alcohol i.e. a
BAC of 0.05 means 0.05% (one-twentieth of one
percent) of a persons blood, by volume is alcohol.
The law indicates that 0.05 blood alcohol level is
the standard legal limit for most drivers.

Factors affecting BAC of different people or

why some people get drunk quickly?
Gender

Fitness and health

No food

Emotional state

Rate of consumption

Drinking through straw

Mixing drinks

Drinking under sun

Drink strength

Weakness drink i.e. some

people get drunk quicker
with some particular drinks

Drugs
Medication

Effect of Alcohol by BAC Level

BAC Level Effect
0.01-0.05 Average individual appears normal
Mild euphoria, talkativeness, decreased inhibitions, decreased
0.03-0.12
attention, impaired judgment, increased reaction time
Emotional instability, loss of critical judgment, impairment of memory
0.09-0.25 and comprehension, decreased sensory response, mild muscular
incoordination
Confusion, dizziness, exaggerated emotions (anger, fear, grief)
impaired visual perception, decreased pain sensation, impaired
0.18-0.30
balance, staggering gait, slurred speech, moderate muscular
incoordination
Apathy, impaired consciousness, stupor, significantly decreased
0.27-0.40 response to stimulation, severe muscular incoordination, inability to
stand or walk, vomiting, incontinence of urine and feces
Unconsciousness, depressed or abolished reflexes, abnormal body
0.35-0.50
temperature, coma, possible death from respiratory paralysis

Alcohol content in different drinks

Drink

Alcohol content

Light beer

Less than 3.0%

Mid strength beer

Between 3.0% and 3.5%

Full strength beer

Greater than 3.5%

Wine

Less than 14.0% normally

Fortified wine

Approximately 18% (Wine with distilled spirit)

Spirits

Can be 40% or more

What is a Standard Drink?

Different drinks contain different amounts of alcohol.
The concept of a 'standard drink' is a measure not of
how much liquid has been consumed, but how much
pure alcohol has entered the system.
According to National Health and Medical Research
Council (NHMRC) a standard drink is any drink that
contains approximately 10 grams of alcohol.

1 Standard Drink =
285 ml of full strength beer

375 ml of mid strength beer

425 ml of light beer

100 ml of red/white/sparkling wine

60 ml of fortified wine

30 ml of spirit
1 standard shot

Recommendations
For men
Maximum 4 standard drinks a day on average and
a maximum of 6 standard drinks on any one day
One or two alcohol free days per week
For women
Maximum 2 standard drinks a day on average and
maximum of 4 standard drinks on any one day
One or two alcohol free days per week

Calculating Standard Drink

If standard drink information is not provided, then one can easily
calculate a standard drink with the help of following formula

* The specific gravity of ethyl alcohol is 0.789

For example, 425 ml of full strength beer (4.8% of alcohol by
volume)
0.425

4.8

0.789

1.6

Penalties - Maximum Fines for

Licensee, and Managers
Action

Fine

Supplying liquor to a minor

$28,462

Supplying liquor to a person who is unduly intoxicated

$56,925

Supplying liquor to a person who is disorderly

Not ensuring that minors are not on the premises

$56,925
$11,385

Licensee failing to remove minor on licensed premises

Sale of liquor after authorised trading hours

$11,385
$11,385

Allowing liquor to be consumed on premises after authorised hours

$11,385

Failure to confiscate fake ID and give to an investigator

$2,846

Failure to provide and maintain a safe environment in and around the premises

$11,385

Failure to display appropriate signage

$2,846

Failure to provide water free or at a reasonable cost

$11,385

Contravening a condition of a license or permit

$4,554

Make a false or misleading statement

$11,385

Penalties - Maximum Fines for

Bar/Security and Other Staff
Action

Fine

Supplying liquor to a minor

$9,108

Supplying liquor to a person who is unduly intoxicated

$9,108

Supplying liquor to a person who is disorderly

$9,108

Allowing a minor to enter the premises

$11, 385

Failure to confiscate fake ID and give to an investigator

$2,846

Failure to give or give false name, age or address

$2,846

Failure to answer other questions asked by an investigator

$11,385

Make a false or misleading statement

$11, 385

Penalties - Maximum Fines for Patrons

Action
Non-exempt minor on licensed premises
Minor consuming or possessing liquor on a licensed premises
Minor falsely representing himself or herself to be of age
Supplying liquor to a minor
Supplying liquor to a person who is unduly intoxicated
Supplying liquor to a person who is disorderly
Giving acceptable evidence of age to another person
Defacing or interfering with acceptable evidence of age
Drunk or disorderly on licensed premises
Person resisting eviction by a licensee
Hindrance of a licensee
Failure to give or give false name, age or address
Failure to answer other questions asked by an investigator
Make a false or misleading statement

Fine
$2,846
$2,846
$2,846
$9,108
$9,108
$9,108
$4,554
$4,554
$2,846
$2,846
$11, 385
$2,846
$11, 385
$11, 385

Alcohol and health in Australia

Alcohol is responsible for a considerable burden of
death, disease and injury in Australia. Drinking is a
major factor in much of the injury resulting from road
crashes and other accidents, and in social problems
such as violence, family breakdown, child abuse and
neglect. Alcohol-related harm is not restricted to
individual drinkers but has relevance for families,
bystanders and the broader community.

What are the harmful effects of Alcohol?

In low dose

EFFECTS OF ALCOHOL
In medium dose

In high dose

Relaxing effect

Reduces coordination

Vomiting

Reduces tension

Impaired concentration

Breathing difficulties

Lowers inhibition

Impaired reaction time

Unconsciousness

Slower reflexes

Slurred speech

Coma

Drowsiness

Death

Change in emotions
(anger, aggression)
Distorts visual and
hearing ability

Signs which indicate a person is drunk

or has consumed too much of alcohol
mood changes

raised speaking voice

slurring or mistakes in speech

falling down

clumsiness, fumbling with

change

dozing while sitting at a bar or

table

loss of balance or coordination, swaying or

staggering

crude behaviour

confusion, lack of ability to

hear or respond

inappropriate sexual advances

bumping into, or knocking

over furniture

inability to light a cigarette

spilling drinks, or the inability

to find one's mouth with glass
aggression or belligerence

Signs which indicate a person is affected

by illicit drugs

vomiting

teeth grinding

red eyes

sweating

dilated pupils

confusion

Alcohol and social problems

Alcohol not only affects an individuals health but can also lead to
family problems
financial problems

drink-driving which may lead

to fines, loss of licence and
even imprisonment

legal problems

work problems

violent behaviour

sexual problems

risk-taking

accidents

offensive behaviour or acts

of vandalism

deteriorating appearance

Duty of care/Harm Minimisation

It is the goal to provide service of alcohol in a way which has
minimal impact on the financial and social costs of the
community and industry.
For reducing the harm of alcohol, licensees are encouraged
to ensure
a. Appropriate activities for advertising and promotion of
alcohol are used
b. Strategies promoting safe consumption of alcohol are used

c. Responsible hospitality services are offered at all times

a. Advertising and Promotion of

Alcohol
Promotional activities have to be managed and planned like any
other business activity. Poorly managed promotion may be a
threat to the safety of patrons and may also become a
disturbance of peace and good order of the neighbourhood.
Under the Alcohol Beverages Advertising Code, advertisements,
including those on the Internet, in a retail context, or related to
promotion of alcohol at events, must
a. Not engage promotion or practice that may encourage the rapid
or excessive consumption of liquor or promote intoxication, for
example, happy hours, all you can drink, toss the boss, etc.
b. Not have a strong appeal to children or adolescents
Continued..

a. Advertising and Promotions of

Alcohol
c. Not suggest that consumption can create change in mood or
environment, or success of a personal, business, sporting or
sexual kind
d. Not depict association between consumption (other than low
strength alcohol) and use of motor vehicle, boat or aircraft
e. Not conduct any competition or game in which contestants or
players consume liquor on the premises
f. Not give free or discounted liquor as a prize or for consumption
on the premises, for example two for one, six drinks for a
certain price, etc.
g. Not encourage consumption that is inconsistent with the
Australian Alcohol Guidelines

b. Strategies promoting safe

consumption of alcohol
Ensure free access to water for all patrons
Making food available
Avoid drinking games & limit offering complimentary liquor or samples
Provide breath analysis equipment for the use of customers

Display information about taxi and public transport services

Display information about harmful effect of over consumption of liquor
Make low or non-alcohol drinks available at reasonable prices
Provide only standard drinks so that customer can assess their
consumption correctly

Display information about house policy

c. Responsible Hospitality Services

Adequate lighting
Adequate security
Having RSA trained staff

Safe environment
Supply food and water (free or at a reasonable cost)

How would you assist an intoxicated customer?

Offer to arrange transport

Offer to call a friend

Ask a friend to assist him/her home

Ask security to escort him/her to a taxi

Refusing Service Of Alcohol

A responsible person or manager or licensee has rights to
refuse service for reasons unrelated to intoxication, for
example, violent behaviour, prostitution, hawking, drug or
illegal substance use.

As per legislation, the following patrons may not be sold or

supplied alcohol:
Minors
Unduly intoxicated persons
Disorderly patrons

Licensee must ensure that all the staff is aware of

Liquor Licensing Act relating to minors, disorderly or
intoxicated patrons
Penalties which apply to person who supply, serve and
receive alcohol to underage or intoxicated or disorderly
patron
Procedures to check for proof of age

Signs of intoxication and the potential for offensive or

disorderly behaviour
Procedures involved in removing minors, intoxicated or
disorderly patrons from licensed premises

What are the main reasons for refusal?

The law requires it

Safety of the patrons

Safety of others

Civil litigation

Serving or supplying alcohol to minors

Minor is a person who is under the age of 18. It is an offence to
serve or supply alcohol to minors and if done so, the licensee, the
responsible person and the person who sold or supplied the
alcohol are each guilty of an offence. Also, the minor in question
is guilty of an offence and may face several fines.
It is an offence to:
Sell or supply alcohol to a minor

Allow a minor in an unauthorized area on licensed premises

If a person is not able to present suitable ID, he or she must be
refused to service and ensure that they leave the premises
immediately. As per the law, person with a fraud ID must be
prosecuted and the ID must be seized.

When is a minor permitted on a licensed premises?

A minor is permitted on a licensed premises in each of the
following conditions
Accompanied by a responsible adult
Lives on the premises
Performing duties as an employee on the premises
Engaged in training for employment or work experience

Who is a responsible adult for a minor?

Each of the following persons is a responsible adult for a
minor
a) A parent, step-parent or guardian of the minor
b) An adult who has parental rights and responsibilities for
the minor.

ID Proof required
ID Proof can be a document that contains a photo of the person
to whom it is issued and indicates by reference to the persons
date of birth or otherwise that the person has attained a
particular age.

The Liquor Act demands acceptable, photographic evidence of

proof of age, for example:
An Australian government issued proof of age card (18+ card)
Current drivers license or learner's permit with photo & date
of birth
A Victorian Keypass
Current passport from any country

Continued..

What to do when customer presents a Fake ID?

If ID presented to you is fake or is a genuine ID being used by
another person, you must ask for second ID.
If you believe the patron may be a minor and is unable to
produce another ID upon request you must confiscate his/her ID
and give it to the manager or police.

What should staff look for when checking ID?

Check if it is tampered

If it is current
Date of Birth

Photo matches the person who presented it

Ordering alcohol online or over the phone or by

fax or mail?
Person placing the order must be over 18 years of age
Person taking order must ask information about the
purchases which includes Date of Birth, Proof of Age and
Address of Delivery
The person receiving must show the photo ID and must be
over 18 years of age

Serving or supplying alcohol to intoxicated

patrons
Unduly Intoxicated means a state of being in which a persons
mental and physical faculties are impaired because of
consumption of alcohol so as to diminish the persons ability to
think and act in a way in which an ordinary prudent person in full
possession of his or her faculties, and using reasonable care,
would act under like circumstances.
It is the licensees or the staffs responsibility to monitor a patrons
behaviour and level of intoxication and also to prevent the service
of alcohol to an intoxicated person. Intoxication can be due to
alcohol, or intake of some illicit drugs or medicines. Such people
must be refused to service and ensure they either leave the
premises or they are offered to buy some non-alcoholic beverage
like soft drinks, tea or coffee.

Some obvious signs of undue intoxication

Unbalanced

Stumbling

Rude

Falling over

Aggression

Dropping things

Slurred speech

Raised voice

Eyes not focussed

Serving or supplying alcohol to disorderly

patrons
Disorderly patron refers to anyone who causes a
disturbance or behaves in a manner that discomforts
other patrons, is abusive, aggressive, offensive or
demonstrates inappropriate behaviour.
Licensee can also refuse serving alcohol to disorderly
patrons because of harm or injury they could do to
themselves or other patrons.

A patron could be deemed disorderly when

he/she is
Aggressive
Violent
Argumentative
Effecting other patrons comfort or temperament level i.e.
upsetting other customers

Professional refusal of service

Stop serving alcohol

Offer non-alcoholic beverages

Try to reason with the patron

Offer a taxi

Explain why you have to

stop serving

Remove the patron off from

premises responsibly and safely

Inform
colleagues
management

Offer alternatives (like other

services available on the
premises pool, karaoke etc.)

Call security
Offer food or water

and

Legislation
Alcohol is classified as a drug and thus government
legislation restricts on selling, providing and producing liquor.
Every state or territory has a liquor licensing division which
administers the Liquor Act, issues, checks licensee
applications, issue licenses and administers licensing
regulations.
In Queensland, the Liquor Act 1992 and the Liquor
Regulation 2002 regulate the sale and supply of liquor and
the provision of adult entertainment.

Continued..

Legislation
The Liquor Act aims to ensure that

Alcohol is sold by responsible people

Liquor outlets are located in appropriate locations (that do not
disturb residents)
Harmful effects of alcohol are minimised or avoided

It also restricts who can consume alcohol (e.g. young people or

intoxicated patrons), the hours of trading and types of
businesses which can sell liquor.

Key Government Agencies

OLGR (Office of liquor and Gaming Regulation)
Clubs Queensland

Educational programs in QLD relating to Alcohol

Prevention Program Drug Arm
Schoolies Safety Warnings and Signs QLD Police
Here for Life RTA
Young women and alcohol program QLD Health

House Policy
House policies are the rules that are set by the
management of the licensed premises for venue to work
in. All house policies are venue specific, e.g.

Some venues might not serve double shots

Minors allowed on the premises

Limit on the number of drinks a person can buy at a

time

Trading Hours
All liquor licences are issued with approved trading
hours - the times when you are allowed to sell liquor on
licensed premises. Every venue has different opening
and closing time for serving alcohol.

A licensed premises is NOT permitted to sell takeaway

alcohol on Good Friday and Christmas Day.

Security
When crowd controllers work at a public venue, a crowd
controller incident register must be kept with details of
controllers on duty and any incident that occurs.

OLGR or Fair Trading investigators and police can

inspect the register at any time.

Noise Level
A licensed venue has an obligation to manage the noise
levels of the venue, especially where noise and other
disturbances can be an issue to its surroundings.
It is the responsibility of all licensees and permittees to
ensure noise coming from their establishment does not
exceed the noise limit that is a condition of their licence.
It is the responsibility of the licensee to make every effort
to ensure the impact of entertainment, patrons and other
venue related noise does not negatively impact on local
residents and businesses.

Signage for premises

Conditions about training course certificates

Training obligations
It is a condition of the licensees licence, licensee and
member of staff involved in the service or supply of liquor
on the premises must have a current training course
certificate.

Continued..

Conditions about training course certificates

Record keeping obligations
All licensees subject to the RSA training requirement need to
maintain an up-to-date training register which clearly states
Details of the licensee and all serving staff
Copy of records of all staff who have completed RSA
Date on which each person first sold, offered for sale, served
alcohol on the licensed premises

Advertisement of applications
As per law, an application for the following must be advertised
in a way that ensures it is clearly visible to the passing public
on each road frontage
a. A licence or variation of a licence
b. An approval of a detached bottle shop
c. An extended trading hours approval or variation of an
extended trading hours approval
d. An adult entertainment permit, other than a one-off permit
or subsequent permit
e. Another application that the commissioner requires, by
written notice to the applicant, to be advertised.

Things to Remember !!

Employer needs to keep a hard copy of RSA Certificate in

employees file.

Any breach of liquor licensing or responsible service of

alcohol laws, can result in penalties, fines and even a loss of
license.

A standard drink is any drink that contains approximately 10

grams of alcohol. When a drink in excess of 10 grams of
alcohol is prepared and served, the licensed premises might
be in breach of the Liquor Licensing Act.

Not all glasses hold just 10 grams of alcohol.

For women who are pregnant, planning a pregnancy or

breastfeeding, not drinking alcohol is the safest option.
Continued..

Things to Remember !!

If there is any doubt about the age of patron, the licensee or

anyone who is responsible for the service of alcohol must
ask for proof of age.

It is dangerous to drive if the blood alcohol content is above

0.05%

Alcohol is not a stimulant, it is a depressant. It first affects the

area of the brain which regulates inhibitions, judgment and
self-control, thus causing the stimulated behavior.

Time and NO alcohol are the only ways that can sober the
effect of alcohol

More the alcohol consumed, the longer it will take for BAC to
return to 0 (Zero).

Drinking and Driving

Under the national rules in Australia,
Drivers with open license must have less
than 0.05 and with learners license must
have 0 (zero) as a percentage of alcohol in
their bloodstream when in charge of a
motor vehicle.

You have reached to the last bit of your course

With reference to your learning, answer the questions
based on 3(three) different scenarios.

Scenario 1 Fake ID
(Read the scenario below and answer the questions)

The scene opens at a food store which also sells alcohol. A customer (seems
like a teenage boy) places a pack of beer on the cash counter for getting it billed.
Here is the conversation between store person and the customer:
Store Person (smilingly): Hey! How are you today?
Customer: Im good
Store Person (even before scanning the pack of beer): Im going to get to
see an ID please.
Customer (surprised): Okay
Customer takes out an ID from his pocket and hands it over to store person.
Store person smells fishy about the customer and looks onto his face to verify
his identity.
Store Person: Im sorry! This ID does not look valid. The numbers dont line up
and its rough on top
Customer: That is my real ID
Store Person (firmly): Im sorry! I wont be able to sell you alcohol. This is not a
valid ID
Customer leaves the store without even asking for returning his ID.

Scenario 2 Drinking too fast!

(Read the scenario below and answer the questions)

The scene opens at a bar, where two girls (customers) are gossiping, giggling
and having their drinks at the bar counter.
Here is the conversation between bar tender and the two girls:
Bar Tender: Would you girls like another drink?
Girl 1: We would like another one and while you get that, can you get us a couple of
shots too
Bar Tender: Alright! What would you like?
Girl 2: I want a shot of vodka
Bar tender prepares and serves shots to the girls. Girls discuss amongst themselves to
have more shots.
Girl 2: Hey, can we get a couple more drinks and maybe a couple of more shots please?
Bar Tender: Alright! Would you like to try some pool or darts or something?
Girl 1: Sure, you guys have a pool table
Bar Tender: Ya, we have got a pool table, its right back there. May be I can bring you
some food, maybe a glass of water
Girls decide amongst themselves to have some cheese balls and order for it.
Bar Tender: Alright! I will bring your drinks back there and your water
Girls move out of the scene towards the pool table.

Scenario 3 Serving an Intoxicated Person!

(Read the scenario below and answer the questions)

The scene opens at a bar, where a man (probably in his late 60s) enters. His
speech is slurred, loud and not clear. He then talks to another customer sitting at
the bar counter and states that he has been drinking for a long time and he can
hold himself.
Customer: Hey!
Bar Tender: Hey, How are you doing tonight?
Customer (slurring speech and completely confused): Fine! I just thought I
would come here by and have a drink here and one for the road
Bar Tender: What can I get you?
Customer: How about a Budweiser!
Bar Tender: Im sorry Sir, I dont think I will be able to serve you tonight. It seems
like you have had a lot to drink. In order for you to get home safely, Im not going
to be able to serve you.
Customer (gets annoyed and furious): Oh! Well, There are lot other bars in the
neighborhood, I can go there.
Bar Tender: Go ahead and try.
Customer leaves the bar.