The goal of the mystery shopper program is for licensees and the Office of Liquor and Gaming Regulation (OLGR) to work together to resolve any RSA issues identified within licensed venues. It is to educate licensees and staff, not penalise them.

The mystery shopper program is coordinated by an external contractor in collaboration with OLGR. The tests involve trained actors in RSA scenarios developed by OLGR, with input from the Queensland Police Service and the contractor.

The tests are designed to identify issues with RSA, including:

• supplying alcohol to persons showing signs of undue intoxication
• allowing persons showing signs of undue intoxication to consume alcohol.

RSA mystery shopper actors

While in a venue, the mystery shopper actors conspicuously display signs of undue intoxication before and while attempting to be served. And, if served, while pretending to consume an alcoholic drink. The actors deliberately position themselves in locations where venue staff can observe their behaviour and intervene as appropriate.

These tests are designed to bypass some venue controls. For example, the actors appear sober when entering the venue.

At the completion of the service tests, the contractor evaluates the results and reports them to OLGR. OLGR acknowledges that some venue controls were bypassed in assessing the results of the tests.

Also consider...

• Learn more about compliance for liquor licensees.
• Find out about liquor fines and penalties for non-compliance.
• Read more on refusing service.
• Refresh your RSA knowledge and try the online quizzes.
• Read the Tackling Alcohol-Fuelled Violence Legislation Amendment Act 2016.
• Read the Liquor Act 1992.

The Office of Liquor and Gaming Regulation (OLGR) acknowledges that the mystery shopper tests are designed to bypass some venue controls, and considers this when analysing the results.

Findings from the mystery shopper tests guide us to work with you in improving RSA practices. In particular, through raising licensee's awareness of what positively and negatively influences the responsible service of alcohol by industry staff.

The test outcomes will not result in enforcement action, but are an opportunity for OLGR and licensees to work together to resolve specific RSA issues.

Key findings from previous RSA mystery shopper trials

The 2014–15 trials covered a range of licensed venue types and environments, including entertainment precincts and suburbs. The 2016 mystery shopper program targeted the high-risk venues that were identified as more likely to experience RSA issues in the 2014–15 trials. Overall, some RSA issues were identified in 54% of these venues.

Key findings that licensees should consider are:

• Patrons showing no signs of intoxication were able to purchase alcohol for an unduly intoxicated friend.
• In 79% of tests in venues with multiple bars open for service, a patron refused service at one bar was able to purchase alcohol at another bar in the same venue a short time later.
• Unduly intoxicated women were more likely to be served than their male counterparts.
• Issues were more common in venues where a supervisor or manager was not visible.
• Venues where bar, security and floor staff were monitoring the venue by watching or observing patrons were less likely to have RSA issues.
• Environmental factors, such as poor lighting, higher noise levels and higher levels of crowding inside a venue negatively impact on RSA compliance.

Read Using the results from the mystery shopper program for tips on how to get your RSA up to scratch.

Also consider...

• Learn more about compliance for liquor licensees.
• Find out about liquor fines and penalties for non-compliance.
• Read more on refusing service.
• Refresh your RSA knowledge and try the online quizzes.
• Read the Tackling Alcohol-Fuelled Violence Legislation Amendment Act 2016.
• Read the Liquor Act 1992.

The results of the mystery shopper program demonstrate further education and training is required to help you fill knowledge gaps around the definition of 'unduly intoxicated', how to spot the signs, how to confidently and effectively refuse service to unduly intoxicated patrons, the importance of RSA, and the penalties for non-compliance.

Ways to improve RSA practices in the venue

• Maintain appropriate staffing levels at all times, including having enough security staff in place inside the venue.
• Advise all staff to make eye contact with patrons and ask a few simple questions to assess the patron's level of intoxication.
• Have floor staff, roaming managers, roaming RSA-trained security, and identifiable RSA marshals interacting with patrons to assess intoxication levels and report any patrons who are unduly intoxicated and consuming alcohol onsite.
• Have systems and communication processes in place to ensure patrons who are slowed down or cut off at one bar can't purchase a drink from another bar in the same venue.
• Ensure environmental factors such as lighting, noise levels and crowding do not compromise RSA practices.

How to foster a culture of RSA compliance behind the scenes

It's really important that management are reinforcing the importance of a collective effort between management, floor staff, bar staff and security staff. You can build this culture by ensuring:

• your management team reinforce the importance of strong RSA practices, and support staff to uphold their RSA obligations
• all staff have well-defined roles and are aware of their responsibilities
• regular staff meetings include RSA on the agenda, with discussion around how to overcome barriers to compliance
• compulsory RSA refresher courses are put in place for all staff and are conducted face-to-face
• staff undertake practical training in how to prevent a patron from becoming unduly intoxicated (this should include how to spot the early signs and take immediate appropriate action, as well as how to identify an unduly intoxicated patron and refuse service)
• security staff are trained to have awareness of, and respect for, your venue’s culture around RSA and patron care, as well as customer service and how to talk to patrons respectfully.

RSA training resources

Our online refresher courses and quizzes and interactive RSA training videos are available for you to access any time, free of charge.

Also consider...

• Learn more about compliance for liquor licensees.
• Find out about liquor fines and penalties for non-compliance.
• Read more on refusing service.
• Refresh your RSA knowledge and try the online quizzes.
• Read the Tackling Alcohol-Fuelled Violence Legislation Amendment Act 2016.
• Read the Liquor Act 1992.