Issues you may need to consider with your Licensed Venue

Beyond what is mandated by liquor laws, there are other issues that you are likely to encounter with your licensed venue. Being aware of these issues and proactively addressing them can do wonders for your business.

Crowd control

Effectively managing the number of people inside and outside your venue, event, or vessel is key to creating a safe and enjoyable atmosphere that encourages repeat visits. Avoid overcrowding, as congested areas can lead to pushing, difficulty moving, and hindered service, creating frustration for patrons and challenges for security and evacuation efforts. Crowding also increases risks of tension, conflict, and spillage. Proper crowd regulation helps staff monitor intoxication levels and maintain customer satisfaction.

Security

Security should supervise the external areas of licensed premises to maintain quiet and order. Employ an appropriate security-to-customer ratio to address risks such as entry delays, denied access, large group congregations, and departures. Factors like queues, neighbour proximity, low lighting, and the presence of CCTV should be considered. Security staff must understand their powers and involve NSW Police if neighbourhood peace is disrupted.

Amenities

Well-maintained amenities significantly impact business management. Ensure adequate lighting inside and outside to monitor behaviour and discourage illicit activities. Maintain internal temperature, airflow, and ventilation to enhance comfort and prevent frustration or violence. Follow safety regulations for hazardous materials and ensure fire exits are lit, accessible, and unobstructed. Keep the venue clean and in good condition to promote hygiene and safety.

Customer Behaviour

To manage customer behaviour and ensure safety, consider measures such as:

• Discouraging unsafe practices that may cause harm.

• Regularly clearing tables of empty glasses and bottles to reduce risks of broken glass and potential weapons.

• Serving alcohol in measured glasses to help customers monitor their consumption.

• Supervising taxi ranks and informing local taxi companies of closing times to prevent fights in queues.

Having a staff member trained in first aid is essential to handle injuries and emergencies, such as sprains, cuts, or heat exhaustion. Avoid letting customers leave with open containers of alcohol to prevent issues like public consumption, drink driving, and complaints, which may affect your license and reputation.

Drink Spiking

Drink spiking involves adding alcohol or drugs to someone’s drink without their knowledge, which can lead to serious consequences like assault. Signs include dizziness, illness, confusion, or feeling overly drunk after minimal consumption.

Preventive measures:

• Train staff to recognize signs of drink spiking and respond appropriately.

• Update workplace policies to include drink spiking management.

• Monitor the environment, clear unattended drinks, and address suspicious behaviour.

• Maintain a list of local emergency contacts for quick reference.

If drink spiking occurs:

• Contact the police if the perpetrator is identified.

• Record the incident in your venue’s register, detailing the time, individuals involved, and actions taken.

Noise

Under section 79 of the Liquor Act 2007, you must ensure the neighbourhood's quiet and order are not disturbed by your venue or patrons. Neighbour goodwill can be preserved by managing noise effectively:

• Monitor noise levels hourly, both inside and outside.

• Lower amplified music and close windows or doors facing residential areas.

• Discourage lingering patrons after closing.

• Consider acoustic testing and address noise from equipment, operations, or vehicle traffic.

If complaints arise, consult noise or traffic experts, or seek guidance from the Environment Protection Authority (EPA), the primary regulator for environmental concerns in NSW.

Closing

Closing a venue requires careful management to prevent customer dissatisfaction and conflict while minimizing disturbances to neighbours. Key responsibilities include adhering to the licensed trading hours for alcohol sales and ensuring customers leave promptly. Effective strategies include:

• Encouraging patrons to finish drinks and prepare to leave.

• Bringing the bill to tables and offering to call taxis.

• Avoiding last-minute alcohol sales that encourage rapid consumption.

• Notifying customers of closing times during service and calling last drinks 30 minutes before closing.

• Gradually increasing lighting, lowering music volume, and playing slower songs to signal the end of the evening.

• Ensuring visible signs of bar closure by having staff step away from behind the bar.

• Calling last games for recreational activities like pool at least 30 minutes before closing.

Transport

Your responsibility extends beyond your venue to ensure customers leave safely and without causing disturbances. If issues arise after they leave, your business may be held accountable. Strategies to support smooth departures include:

• Offering courtesy buses.

• Providing taxi ranks or pre-arranging taxis for departing customers.

• Calling taxis ahead of time for disembarking vessel passengers.

• Supplying contact details for taxis or rideshare services.