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OLGR with Victoria Thomson STRIVE FOR IMPROVEMENT <strong>QHA</strong> REVIEW | 26 As Queensland’s Commissioner, I am always eager to share with you how licensees are working with us to make positive changes at their venues. Our Venue Controls Program empowers licensees to manage risks in their venue and improve safety. The program gives us an opportunity to work with you to assess your venue’s existing controls and identify where improvements can be made. The types of controls will vary depending on your circumstances and any recommendations will be tailored to suit your venue. We recently worked with a licensee who proactively reviewed their internal processes after a serious incident involving a patron who had been drinking at the venue. We supported the venue to assess the following controls: • signage • responsible service of alcohol (RSA) • staff training • security Detailed recommendations were subsequently made to assist management to develop best practice solutions that were customised to the venue: 1. Signage There was not enough clear and visible signage to communicate the behavioural expectations and venue rules to patrons before they entered the venue. Improving signage makes it easier for venue staff and crowd controllers to refuse entry. We recommended more visible signage be displayed in strategic locations around the entry to clearly outline the venue’s zero tolerance of violence and aggression, and that there is a strict dress code. Signage gives a clear point of reference to staff and patrons around the venue’s expectations about behaviour. 2. RSA We noted the good practice in place requiring supervisors to provide reports and RSA documents to each other during handover or shift briefings. However, we recommended all staff should be supplied with this information and that the venue should include more information about patrons who had been in the venue consuming alcohol for some time. This simple sharing of information can be a critical part of a venue’s practice for effectively monitoring patrons’ alcohol consumption, particularly after a change of shift where there may have been a break in monitoring. 3. Staff training The venue provided staff with an extensive employee handbook during induction. We recommended introducing an assessment of staff’s understanding of the venue’s risk-assessed management plan (RAMP) and how they should be contributing to the RAMP and managing patrons’ safety. We recommended the use of an online tool to record and monitor training participation and assessment results. 4. Security The security labour hire company conducted inductions and onboarding for security guards. The venue did not provide a specific security training tool or venue-specific documentation. We recommended a more robust approach which includes clarifying the venue’s expectations of security roles, supervision and patron interaction protocols, reporting structure and use of force guidelines.
Victoria Thomson OLGR Adding these additional elements can assist licensees to meet legislative obligations, including retaining copies of valid RSA certificates, and ensures management maintains control of security within the venue. I am pleased to share that the licensee implemented all our recommendations, and also made further selfinitiated improvements, which resulted in a decline in alcohol-related incidents at the venue. The venue now undertakes CCTV reviews to ensure all incidents are handled effectively and potential violent incidents are diffused before they occur or escalate. A team leader is now allocated to each bar within the venue. Team leaders use handheld radios to communicate with bars and security staff about patron behaviour, how long patrons have been in the bar and provide a point in time assessment of any incidents. Additional training is conducted on a quarterly basis to reinforce employees’ RSA obligations. More experienced security staff were assigned to the venue and the security labour hire company now provides fortnightly training which is specific to the venue’s requirements. Learn more about our Venue Controls Program here: www.business.qld.gov.au/industries/hospitalitytourism-sport/liquor-gaming/liquor/compliance/venuecontrols-program. On a separate note, I would like to remind you of new smoking laws which come into effect from 1 July 2024. These laws prohibit children remaining in a venue’s designated outdoor smoking area (DOSA). Smokefree buffer requirements for DOSAs are also being extended. By 1 September 2024, liquor licensees must hold an approved retail (liquor) licence to sell smoking products at their venue. A copy of your liquor licence for the premises is required as part of the application process. There is no fee for this licence type. To avoid processing delays, you should apply as soon as possible – no later than 31 May 2024. To apply for your licence visit: www.business.qld.gov. au/industries/manufacturing-retail/retail-wholesale/ smoking-products-licence. Learn more about the new smoking reforms here: www.qld.gov.au/health/staying-healthy/atods/ smoking/new-smoking-reforms. <strong>QHA</strong> REVIEW | 27
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