Academus Training Institute
Academus Training Institute - RTO CODE 46483 | ATP: CCR10000300
Select all that apply: What is the purpose of the responsible service of alcohol?
Multiple choice: What are the 4 key principles underpinning the responsible service of alcohol in NSW?
Circle the correct answer.
Matching activity: Match the benefit of responsible service of alcohol to each group of stakeholders.
Options
1. Licensed premises
2. Staff
3. Customers and patrons
4. Local community and neighbourhood
Matching activity: Match each alcohol-related harm with the group most affected.
Group most affected
1. Family members and friends
2. Individuals who drink to excess
3. Hospitality venues and staff
4. Local neighbourhood and community
5. Government agencies (health facilities/rescue operators/NSW police)
6. Employers and colleagues
Multiple choice: Which of the following health-related diseases are linked to alcohol use? Circle the correct answer.
Matching activity: Match the social cost or impact of excessive drinking with the affected group.
Social cost or impact
1. 52,000 alcohol-related hospitalisations. $25.9 billion from premature deaths.
2. $2.4 billion from road traffic incidents. Damage to infrastructure and traffic disruption.
3. Increased antisocial behaviour and noise complaints. Increased policing and street cleaning.
Fill in the blanks: Under NSW liquor laws, anyone involved in or alcohol has an ethical of to the community. This is known as or duty of care.
Select all that apply: What are 3 responsibilities of all staff involved in the sale, supply or service of alcohol?
Select the 3 correct answers.
Select all that apply: What are 2 additional RSA responsibilities of supervisors and managers?
Select the 2 correct answers.
Select all that apply: Select the 3 key RSA objectives shared across all legal jurisdictions in Australia.
Multiple choice: Which two bodies of legislation regulate the sale and supply of alcohol in NSW? Circle the correct answer.
Matching activity: Match the 3 mandatory licensed premises signs or notices with their purpose.
1. Must be displayed at all premises that provide breath testing facilities. Must be in good condition and positioned so that its contents can easily be read by a person using the instrument.
2. Required in all licensed premises. Must be displayed wherever alcohol is sold on the premises – at each bar and counter.
3. Required in all packaged liquor premises (including bottle shops, supermarkets and general stores) and certain areas of hotels and licensed public entertainment venues. Must be displayed in areas that have been approved for use by minors accompanied by a responsible adult.
Workplace scenario: Jordan has a new job at the Harbour View Hotel and in preparation for his first shift, he looks up the venue’s licensing conditions on the public register, Verify.
Some licensing information Jordan found includes:
• Licence Type: Hotel Liquor Licence• Trading Hours: Monday to Sunday, 11am-midnight• Additional Licence Conditions:– Despite any other trading hours on the licence, trading hours in the alfresco dining area may not exceed 10pm from Monday to Sunday.– Security personnel shall remain at the premises for at least 30 minutes after closing and shall assist in ensuring that patrons leave quietly.
Multiple choice: When Jordan is working at Harbour View Hotel on a Saturday night, what time must Jordan stop serving alcohol in the alfresco dining area? Circle the correct answer.
Matching activity: Match each key agency with the correct Australian state or territory.
1. Access Canberra
2. Licensing NT
3. Liquor and Gaming Branch of the Department of Treasury and Finance (DOTAF) TAS
4. Department of Local Government, Industry Regulation and Safety (LGIRS) WA
5. Consumer and Business Services (CBS) SA
6. Office of Liquor and Gaming Regulation (OLGR) QLD
7. Liquor Control Victoria (LCV)
8. Liquor & Gaming NSW (L&GNSW)
Select all that apply: Which of the following websites provide access to relevant information on liquor laws, regulations and codes of practice or conduct? Select the 3 correct answers.
Yes or no: Should you supply information on responsible sale or service of alcohol to customers where appropriate when asked during verbal discussions, including directing customers to any key agency or alcohol-related campaign websites?
True or false: Current NSW promotional and strategic community education campaigns developed and conducted by agencies and industry groups can be found on the L&GNSW website and the NSW Police Force alcohol resources website.
Matching activity: Match the 5 harm minimisation principles with their meanings.
1. Creating safe environments, whether for on-premises or off-premises supply, includes responsible marketing, managing promotions, and ensuring alcohol is not supplied in ways that encourage rapid or excessive consumption.
2. Frontline staff must be trained to identify early signs of risk, such as visible intoxication or suspected underage customers, and take appropriate action.
3. All RSA staff must understand and comply with the licensed premises liquor licence conditions, house policies, and NSW liquor laws.
4. No one under 18 may be served or supplied alcohol. This applies equally to licensed premises where alcohol is consumed on premises and to takeaway or delivery sales.
5. Staff must actively prevent alcohol from being sold, served, or delivered to intoxicated individuals.
Matching activity: Match the 4 mandatory alcohol-related harm minimisation measures with their definitions as outlined in the Liquor Regulation 2018.
1. A licensed venue must not sell undesirable liquor products. These products are prohibited due to safety concerns and their potential appeal to minors or misuse.
2. If a licensed venue runs a promotion or advertises discounted alcohol – whether in print, online, inside or near the premises – that the public can see or take part in, L&GNSW can require the venue to add a responsible drinking message to that promotion.
3. The Secretary can approve codes of practice that set out standards for the responsible sale, supply, service, or promotion of alcohol.
4. If a licence authorises the sale or supply of liquor for consumption on the licensed premises, it is a condition of the licence that drinking water must, at all times while liquor is sold or supplied for consumption on the premises, be made available free of charge.
Select all that apply: When responsibly selling or serving alcohol, what products are banned or undesirable in NSW according to harm minimisation measures in the Liquor Regulation 2018?
As an RSA worker in NSW, you must understand and be able to interpret the relevant legal requirements that apply to your workplace and your role to ensure the responsible service of alcohol in NSW.
NSW legislation
Interpret the sections of the Liquor Act 2007 below, including penalties, and explain them in your own words.
Scenario: Byron Bay Sports Bar
You work as a bartender at Byron Bay Sports Bar on busy weekend nights. It is a Saturday night and the venue is packed. Remember: an employee or agent of a licensee must not sell or supply liquor, or cause or permit liquor to be sold or supplied, in contravention of the conditions to which the licence is subject.
Yes or no:
Select all that apply: How alcohol affects a person depends on many different factors. Which of the following are valid factors?
Multiple choice: In an average, healthy person, one standard drink raises blood alcohol concentration (BAC) by how much? Circle the correct answer.
Multiple choice: How long does 1 standard drink typically take to be processed by the body? Circle the correct answer.
Matching activity: Match the 3 BAC limits for NSW drivers with the correct licence type and vehicle.
1. heavy vehicles with a gross vehicle mass over 13.9 tonnes; vehicles transporting dangerous goods; public passenger vehicles such as buses and taxis
2. learner and provisional (P1 and P2) drivers or riders; overseas or interstate licence holders with a learner or provisional equivalent
3. all other drivers not covered by the above categories
Multiple choice: A standard drink is always equal to how many grams of pure alcohol? Circle the correct answer.
Short answer: For each standard drink in Column A, write the correct alcohol percentage in Column B, and the correct number of standard drinks in Column C.
Example 100 ml glass of red wine 12% 1.0
Multiple choice: Which of the following are standard serving sizes for tastings or product samples small enough not to contribute significantly to intoxication? Circle the correct answer.
Multiple choice: To assist customers to drink within appropriate limits, what alternatives can you offer them instead of an alcoholic beverage?
Multiple choice: What is the minimum legal age to be able to drink, sell, serve, or supply alcohol? Circle the correct answer.
Multiple choice: What is the definition of “secondary sales”, “second-party sales”, or “secondary supply”? Circle the correct answer.
Fill in the blanks: For all packaged liquor remote alcohol sales, written instructions must be provided to the to ensure that the alcohol is delivered to:
• the adult ( years +) who placed the order (their name should be included in the instructions)• to an alternative adult (18 years +) at the delivery address who can accept the delivery on their behalf
Multiple choice: For same day alcohol delivery, what must delivery drivers do to ensure alcohol is not supplied to minors? Circle the correct answer.
Yes or no: Can same day alcohol delivery drivers leave alcohol unattended when delivered on the same day?
Select all that apply: Which documents are acceptable evidence of age documents in NSW?
True or false: Only NSW Police and certain government agency employees can confiscate ID.
Determine the following customer’s current age from the dates of birth shown on their acceptable evidence of age documents if supplied on 18 August 2025:
Multiple choice: According to the NSW Liquor Act 2007, when is a person considered intoxicated? Circle the correct answer.
Select all that apply: Which of the following are ways to assess the intoxication levels of customers? Select the 3 that apply.
Matching activity: Match the emotional and physical effects of intoxication on customers.
1. Staggering or swaying
2. Fumbling change
3. Annoying/pestering others
4. Rambling or unintelligible conversation
Select all that apply: What are the signs of possible illicit drug use in customers?
Select all that apply: Identify 4 common examples of erratic drinking patterns.
Multiple choice: Select 2 appropriate responses to irresponsible drink purchase requests that show reasons for refusal.
True or false: The following statements or questions encourage customers to drink within appropriate limits.
• “How about a glass of water with that?”• “Can I offer you a menu so you can also enjoy some food with your drink?”• “We want to make sure you’re feeling good for the rest of the night!”
As an RSA worker, you must be able to recognise early signs of intoxication and implement appropriate intervention strategies to prevent further alcohol-related harm. This assessment uses realistic scenarios to test your ability to identify early indicators and apply prevention strategies.
Assessment instructions
Read the case studies below and answer the questions that follow.
Case Study - Vintage Valley Events Function Centre
Case study: 50th Birthday Celebration
Setting: An intimate milestone birthday party for 30 guests (Saturday evening celebration).
Robert is celebrating his 50th birthday with family and friends. The celebration started at 6pm, and by 8pm, you notice Robert has been accepting drinks from multiple friends and family members. He’s moved between beer with dinner, wine during toasts, and whisky shots with his old school friends. You observe him becoming more talkative and overly friendly with guests, and he’s begun ordering multiple drinks “for the table”. He’s been drinking continuously for 2 hours. You haven’t seen him eat much, if any, food during the celebration event.
Q. List three early indicators of intoxication you observed in the case study and describe one suitable intervention strategy to prevent intoxication per indicator.
Fill in the blanks: Under NSW liquor laws, it is to , , or alcohol to persons, , or anyone you believe may be supplying alcohol to a .
Multiple choice: Section 73 of the Liquor Act 2007 states that if you observe an intoxicated person on the licensed premises, your licensee will be seen as permitting the intoxication unless it is proven that you have refused the intoxicated patron any further service. You must also ask the intoxicated patron to immediately (circle the correct answer):
Matching activity: Match the assistance that could be provided during the refusal of service or sale process to the following intoxicated customers in NSW.
1. After refusing service and requesting that the customer leave the licensed premises, try to connect the customer with companions in the store (if accompanied). Offer to call emergency services if the customer requires medical attention. Ensure staff and customer safety if the behaviour is erratic, and if the suspected substance-induced behaviour escalates, or the customer refuses to leave, seek support from the police to ensure the customer safely leaves the premises.
2. After refusing service and requesting that the customer leave the licensed premises, offer assistance by first trying to connect them with a companion (if accompanied). Arrange safe transport home (e.g., calling a taxi, rideshare, or contacting a trusted friend/family member). Remain calm and empathetic, and ensure the customer leaves the venue safely without escalating their emotional state any further. Call emergency services if there is a physical injury that needs attention.
3. After refusing service and requesting that the customer leave the licensed premises, offer assistance with arranging safe transport (e.g., calling a taxi or rideshare), but in NSW, you cannot permit the customer to stay and consume food once intoxicated.
Matching activity: Match the key principles for handling difficult situations when refusing sale or service with their meanings.
1. Take the person away from an audience if possible. You are not trying to humiliate them or escalate a situation. You are trying to defuse. Also, monitor the reactions of other customers.
2. Let the customer know your decision is based on safety – not on personal judgement.
3. Use plain, firm language to explain that you are legally required to refuse sale or service and give a verbal warning. Avoid over-explaining or debating. State the decision clearly and move forward.
4. Always approach the customer in a calm and non-threatening manner. Use open and non-aggressive body language. Use a neutral tone of voice and open body language to show professionalism and avoid escalating the situation. Do not use physical touch.
Select all that apply: What conflict resolution techniques could you apply if a customer becomes upset or confrontational?
Matching activity: Match each workplace situation with the most appropriate response (1 or 2). Consider when it is necessary to seek assistance from a supervisor/manager, RSA marshal, security personnel, police, or emergency services.
1. Does not pose a threat – manage the situation without referral.
OR
2. Seek assistance and refer to the appropriate colleague or authority.
Multiple choice: Which of the following actions form part of the escalation approach and procedures for barring customers from a licensed premises? Select all that apply.
As an RSA worker, you must be able to interpret house policies and use appropriate communication skills when asking intoxicated customers to leave the premises. This assessment tests your ability to handle both compliant and difficult customers in different venue settings.
Assessment Instructions
Read each scenario and the House Policy extracts below, then complete the task for BOTH scenarios.
Scenario 1: Sunset Packaged Liquor
Setting: You’re working at Sunset Packaged Liquor on a Saturday afternoon.
Taylor approaches the counter wanting to purchase a carton of beer. You notice he is unsteady on his feet, his words are slurred, and he smells strongly of alcohol. When you refuse service and explain you cannot sell Taylor alcohol due to his intoxicated state and that he will have to leave the premises, Taylor becomes disappointed but says, “Oh, okay, I didn’t know that was a thing. I’ll come back later.”
Sunset Packaged Liquor House Policy - Customer Refusal and Removal Procedures
Section 4.3: Intoxicated Customer Management• All customers showing signs of intoxication must be refused sale of packaged liquor and asked to leave the premises immediately• Staff must explain the legal requirements, including the 50-metre rule and time restrictions• Customers must be informed that they cannot return to the venue vicinity for 6 hours and cannot re-enter for 24 hours• Staff should offer assistance with transport arrangements where appropriate• If customers become argumentative or refuse to comply, escalate immediately to the duty manager• All incidents must be documented in the liquor incident register
Section 4.4: Staff Safety and De-escalation• Staff must not engage in physical intervention with customers• Use calm, professional communication at all times• If a customer refuses to leave after being asked, contact management immediately, and if in danger, contact Police
Task: Review and demonstrate your understanding of Sunset Packaged Liquor’s House Policy and procedures by writing down exactly what you would say or communicate to Taylor as the request to leave the premises. Take into account Taylor’s attitude, behaviour, response, and any conflict-resolution skills required (noting the customer is compliant).
Scenario 2: Northern Lights Hotel
Setting: You’re working at Northern Lights Hotel during evening service
You’ve already refused service to Casey, a customer showing clear signs of intoxication, swaying uncontrollably, rambling, becoming aggressive and potentially escalating to violence. When you advise Casey that he will have to leave the premises, he becomes loud and argumentative, waving his hands in the air saying, “I’m not even that drunk! This is ridiculous! I’m not leaving – you’ll have to drag me out of here!”. Other customers are becoming apprehensive with the potential of the situation escalating.
Northern Lights Hotel House Policy - Difficult Customer Management
Section 6.2: Removal of Intoxicated Customers• Customers who refuse to leave after service refusal must be handled using approved de-escalation techniques• Staff must remain calm, avoid confrontation, and reference legal obligations• Clear warnings about police involvement must be given if customers continue to refuse compliance• Staff are prohibited from engaging in arguments or using physical intervention• Security or police assistance must be sought immediately if customers become threatening or continue to refuse after the final warning
Section 6.3: Conflict Resolution Protocol• Take the customer away from the audience/other patrons when possible• Use non-aggressive body language and maintain appropriate distance• Reference venue policy and legal requirements rather than personal authority• Monitor reactions of other customers and ensure their safety• Document all interactions and escalation decisions in the liquor incident register
Task: Review and demonstrate your understanding of Northern Lights Hotel’s House Policy and procedures by writing down exactly what you would say or communicate to Casey as the request to leave the premises. Take into account Casey’s attitude, behaviour, response, and any conflict-resolution skills required (noting the customer is not compliant).
What conflict resolution skills would you need to apply in this situation? Select all that apply.
True or false: It is your responsibility to ensure you read, know, and follow licensed premises RSA policy and procedures documents (Liquor Plan of Management, House Policy, other company procedure documents) at all times.
Select all that apply: Select 4 policies that could be included in a customer facing House Policy to outline a licensed premises’ commitment to the responsible service of alcohol.
Fill in the blanks: What are the standard trading days and hours for most NSW licensed premises?
to , to
Matching activity: Match the noise disturbance monitoring obligation with the best practice solution.
1. Brief security staff and RSA staff to manage patron behaviour outside the premises (sometimes an additional condition on a liquor licence)
2. Place clear signage asking patrons to leave quietly
3. Conduct regular noise level checks and keep music within agreed limits
True or false: Two things remote sales and home delivery service providers selling alcohol via the internet, telephone, fax or mail order are required to display include:
• the liquor licence number in any published or electronic advertising• the liquor licence number and the statutory notice (stating it is an offence to supply alcohol to a minor) on each page of the website where alcohol is being sold.
You must be able to source and explain responsible service of alcohol policies and procedures relevant to each licensed premises you work at. This assessment tests your ability to navigate through a comprehensive House Policy to find specific information for different workplace situations.
Using the information contained within the Grandview Function Centre House Policy document (Appendix 1), source and explain the answers to the scenario questions below.
Each scenario follows a question pattern of:
• Source the policy• Explain the policy
Scenario 1: Function management
You’re managing a corporate function for 80 people that will run from 6pm to 11pm on a Saturday. The event organiser asks about drink service arrangements and any limitations during their event. They specifically want to know about service timing and patron monitoring procedures.
Questions:
Scenario 2: New Staff Member Training
You’ve been asked to train a new casual staff member, Sarah, who will be working at wedding receptions and corporate events. Sarah has completed her RSA training but needs to understand the venue’s specific policies about staff responsibilities and training requirements.
Purpose
To practise requesting and obtaining acceptable proof of age prior to serving alcohol, guided by the RSA training NSW: ID checks video.
STEP 2 Prepare your oral role-play wording and checking ID related actions below prior to performing the role-play for your RSA trainer.
To practise refusing service professionally and legally, while managing conflict and customer safety, guided by the RSA training NSW: Refusal of Service video.
STEP 2 Prepare your oral role-play wording for refusal of service prior to performing the role-play for your RSA trainer.
Student declaration:
I declare that the work I am submitting is my own and has not been copied from any other source without proper acknowledgment. I understand that plagiarism, collusion, and other forms of academic misconduct are serious offenses and may result in academic penalties by the training provider.
I confirm that I have received feedback on this assessment booklet and understand the overall competency outcome.
