NSW RSA Online – Marking Guide

Short Answer Questions

Question

Q1. RSA benefits frontline staff members like yourself, the business you work in, your customers and the wider
community. List three (3) benefits of good RSA.
a) a good reputation in the local community
b) lower security, compliance and legal costs
c) reduced staff turnover
d) more likely to attract staff with higher skills and greater experience
e) a more sustainable and profitable business model
f) reduced regulatory costs
g) a safer and more enjoyable working environment
h) training, support and knowledge to deal with customers
i) better rapport with customers
j) better engagement with the local community
k) fewer complaints by the local community
l) local community more inclined to visit the venue
m) safer and more enjoyable venues
n) enhanced reputation
o) better rapport with staff and other customers
p) fewer interventions, including compliance actions
q) reduced regulatory costs

Q2. List four (4) non-alcoholic beverages that could be offered to the customers.
a) water
b) soft drinks
c) mocktails
d) juices
e) lemon, lime and bitters
f) tea
g) coffee
h) hot chocolate

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 Question

Q3. List four (4) factors that affect how quickly a person will get intoxicated.
a) Gender
b) Rate of consumption
c) Alcohol Intolerance
d) Body composition/Weight
e) Liver function
f) Alcoholic Strength
g) Emotional state
h) Medication/Drugs
i) Age
j) Food consumption
k) Drink Strength

Q4. What is the legal BAC limit for the following drivers of motor vehicles in Australia?
i. Open Licence: ____
ii. Learners Licence: ____
i. 0.05
ii. 0.00 (Zero)

Refer to the information presented in this video:

https://www.youtube.com/watch?v=5iK-NK3YmUM
Q5. Write any three (3) indicators of intoxication that can be observed of the man.
a) Stumbled to the cash counter
b) Used slurred speech
c) Used muddled sentences
d) Got aggressive when refused to sell him alcohol
e) Bumped into things
f) Made offensive remarks

Q6. List any two (2) methods you can use to assess the intoxication levels of customers.
a) Observe changes in behaviour of customers
b) Observe emotional and/or physical state of customers
c) Monitor noise level of customers
d) Monitor drink purchases of customers

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 Question

Refer to the information presented in this video:

https://www.youtube.com/watch?v=pd-sn16Bf5A
Q7. List any three (3) indicators that could be considered as erratic drinking patterns.
a) mixing a wide range of drink types
b) drinking quickly and asking for more immediately
c) ordering more than one drink for own consumption
d) mixing alcohol consumption with consumption of prescription or illicit drugs
e) consistently returning to the tasting site to request more samples
f) ordering multiple samples
g) ordering large samples
h) ordering ‘triple shots’ or extra-large drinks

Q8. List two (2) steps that could help staff improve the personal safety of patrons in pubs and clubs and stop the
occurrence of drink spiking.
a) Remove unattended drinks. It only takes a second for someone to add more alcohol or a drug to someone’s drink;
b) Recommend to patrons that if they lose sight of their drink, don’t drink from it again;
c) Discourage the sharing of drinks
d) Have a policy regarding the maximum number of shots per drink, even in cocktails.
e) Dispose of unattended drinks.
f) Be suspicious of orders for drinks with added shots of spirits and have a policy in place to deal with them.
g) Be wary if someone buys a patron a different drink to what they asked for.
h) Always report suspicious behaviour
i) Follow RSA principles
j) Be aware of unusual requests, such as adding a vodka shot to someone’s beer
k) Decline patrons’ requests to add extra alcohol to someone’s drink

Q9. List three (3) signs that could indicate a customer may be under the influence of illicit or other drugs.
a) Sudden change in behavior
b) Mood swings; irritable and grumpy and then suddenly happy and bright
c) Withdrawal from family and friends
d) Careless about personal grooming
e) Changed sleeping pattern; up at night and sleeping during the day
f) Red or glassy eyes
g) Sniffly or runny nose

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 Question

Q10. Case Study

Five friends celebrating a birthday were served 86 glasses of strong liquor over a six-hour period. Some might have had
more, some might have had less, but that’s an average of 17 drinks each.
One lady became so intoxicated she was carried from the venue. In the early hours of the morning, she was found
unconscious near a pool of vomit.
Another drinker was found by road workers, passed out in his own vomit in the middle of the street. The workers moved
him to the footpath.
List two (2) possible consequences to serve patrons to become so intoxicated.
a) Patron could get injured or even get killed
b) Heavy penalty for licensee
c) Restricted conditions on licensee’s liquor licence
d) Suspension of liquor licence
e) Patron to get hospitalised

Q11. List three (3) suitable transport options you can provide for customers who have been removed from the premises.
a) Taxis
b) Licensed premises courtesy bus
c) Public transport
d) Uber ride
e) Designated driver
f) Ask a friend or family member to pickup

Refer to the information presented in this video:

https://www.youtube.com/watch?v=TVlyq3Ep_XQ
Q12. List two (2) indicators of intoxication that can be observed from the woman.
a) Stumbled into other people
b) Slurring her words
c) Glazed eyes

Q13. Later in the night, you find the woman distressed and intoxicated and the woman’s friends cannot be found. What
should you do? List two (2) options.
a) Offer to call her a cab.
b) Offer to call a friend or designated driver to come get her.
c) Assist the woman by moving her to a quiet supervised area and provide her with a drink of water.

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 Question

Q14. Emily is 17 years old. She is with her boyfriend Jake, who is 21 years old. Emily and Jake want to listen to live music
at the local pub. Jake has a suitable ID and is able to get into the venue without any issues. Emily does not have
identification.
What should you do in this scenario?
Refuse entry to Emily

Refer to the information presented in this video:

https://www.youtube.com/watch?v=9_1weWXFc28
Q15. List any three (3) information or features that staff should check in the ID to confirm it is valid and authentic.
a) Feel around the edges of the photo
b) Check the birth date
c) Check the edges of the card for evidence of tampering
d) Check the photo matches the person (this can be difficult at times, if in doubt ask for supporting ID)
e) Check any security features (e.g. a hologram)
f) Check the expiry date

Q16. Look at the following ID and calculate the age of the patron.

23 years

Q17. Who should you inform if you have been provided with a fake ID?
Police or NSW Police

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 Question

Q18. Case Study

In January 2019, a 46-year-old man drinking at an NSW bowling club was denied service due to being intoxicated. He
refused to go.
A staff member sold the man a takeaway beer as an incentive for him to leave. He drank it at the club. A little later,
another staff member sold him more takeaway beer, this time outside legal trading times.
A short time after leaving the club, the man crashed into a power pole as he drove home. He died in the accident.
Who all would be affected if the patron is served to the point of intoxication? List at least two (2) options.
a) Patron himself/herself
b) Community
c) Family members
d) Licensed premises

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Video Assessment
The candidate must demonstrate the skills outlined in the task description, as required. The learner must be firm with all
their decisions, and refer to the house policies or legislation, as required.
The learner must also be courteous throughout their interactions with each customer, even towards the intoxicated
customers. At no point must the learner call any of the customers “drunk” or any derogatory names.
For all customers that they refuse service, information must be shared to fellow staff members to refuse service to those
customers.
All the policies, procedures, etc. that the learner references must be consistent with the most updated versions of the laws,
policies, procedures, codes, etc.

ID Check Verification of student’s identification

Check student ID and ensure it matches to the person submitting the video responses.
Note:
 Acceptable ID’s: Must be a photo ID (Passport - photo page, Drivers Licence, Proof of Age card, any
other government issued ID)
 Ensure the photo ID is not expired

Scenario 1 – A group of young men arrive to celebrate a bachelor party. The group do not appear to be intoxicated
and order a schooner of beer each.
The best man also asks for 10 shots of sambuca and tells the groom he must down them all in under 20
seconds. The groom accepts the challenge.
What action will you take in this situation and why?
Notes:
The student must explain that they would refuse service of the sambuca shots. Drinking games and rapid
consumption of alcohol are classed as irresponsible drinking practices and are therefore prohibited on
the premises.
The student may also explain that as the group don’t appear to be intoxicated, they would go ahead and
serve the beers, and perhaps a single sambuca shot.
They may also explain harm minimisation measures they could implement, such as informing colleagues
about the situation, offering food or water, and closely monitoring the customers’ behaviour and
drinking patterns throughout the evening.
The student should not refuse all service or ask the customer(s) to leave the venue at this stage.
Example of what to say to the customers in this situation
“I’m sorry, but I can’t serve 10 shots to one person as it’s against the law in NSW to promote irresponsible
drinking practices. You could become intoxicated and I could be fined or lose my job. Not a good
combination. I can get those beers for you though, and how about one shot for the groom?”

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 Scenario 2 – An over 35s football team is celebrating at the end of the season and they have been drinking beers and
champagne. You notice one of the players get up to go to the bathroom and he is swaying, stumbling
and bumping into tables.
What action will you take in this situation and why?
Notes:
The student must explain to the player that since they are showing the signs of intoxication, they will
unfortunately be required to leave the premises. The student may also explain further action they could
take, such as calling the intoxicated player a taxi or asking a teammate to arrange for a pickup.
Example of what to say to the customers in this situation
I’m really sorry to do this, but as you’re showing the signs of intoxication, I’m actually going to have to
ask you to leave the premises. I hate to spoil the celebrations but the law in NSW states that an intoxicated
person must leave a licensed premises, and I can risk being fined or losing my job if I allow you to stay.
You could also receive a fine if you don’t leave. How about I call you a taxi, or I can ask one of your mates
to call someone to pick you up?

Scenario 3 – A customer is heavily intoxicated and appears to be in physical distress and/or under the effect of the
illicit substance. He is falling over and is displaying violent behaviour – breaking glass, shouting at staff
and other patrons, etc. Being a responsible staff member, you have already refused to serve more
alcohol and asked the customer to leave. This customer gets further aggressive and abusive and refuses
to leave.
What action will you take in this situation and why?
Notes:
Service must be declined. The customer may be asked to leave the premises. The bartender must offer
to help the customer find a safe way home, such as looking for their friends or offering to call a taxi. The
manager, police or security may be called to remove the customer from the premises.
Example of what to say to the customers in this situation
Excuse me Sir, your behaviour is unacceptable. We both can be fined or I can loose my job if I serve you
alcohol. You will need to leave the premises or else I will need to get assistance from the security
staff/police/manager.

Scenario 4 – For this scenario, assume you are working in a bottle shop.
A customer comes up to the cash counter to pay for the beers. The customer is sober and friendly but
looks like he may be underage.
What will you say to such a customer?
Notes:
An ID must be provided by the customer before he pays and collect his order. Staff must ask for an ID
before taking any payment.
Example of what to say to the customers in this situation
Could I please see your ID first?

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Observation Checklist for Practical Assessment
Assessment Task Information S/NYS Comments

1.1 Identify issues related to the sale or service of alcohol to different

types of customers, especially those at risk, and incorporate them
into sales or service.

1.2 Where appropriate, offer food and non-alcoholic beverages.

1.3 Where appropriate, use a professional manner to encourage

customers to drink within appropriate limits.

1.4 Decline requests for alcohol to be dispensed in a manner that is

irresponsible and advise customers of the reasons for the refusal.

1.5 Identify customers to whom sale or service must be refused

according to state and territory legislation.

1.6 Refuse sale or service in a professional manner, state reasons for

the refusal, and where appropriate point out signage.

1.7 Provide appropriate assistance to customers when refusing

service.

1.8 Where appropriate, give customers a verbal warning and ask

them to leave the premises according to organisational or house
requirements, the specific situation, and provisions of state or
territory legislation and regulations.

1.9 Use appropriate communication and conflict resolution skills to

handle difficult situations.

1.10 Reference house policies when refusing a customer their

order.

1.11 Refer difficult situations beyond the scope of own responsibility

to the appropriate person.

1.12 Promptly identify situations that pose a threat to the safety or

security of colleagues, customers or property, and seek assistance
from appropriate colleagues according to organisational policy.

1.13 Share customer information with team members to ensure

proper responsible service of alcohol practices within the
organisation.

S: Satisfactory
NYS: Not Yet Satisfactory

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