RSA mystery shopper program goal and procedure

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.