Refusing Service Flashcards
6 cards from real Smart Serve Ontario practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Refusing Service flashcards as text
Under Ontario law, when is a server legally required to refuse service of alcohol?
Answer: When a patron is intoxicated, appears to be a minor without valid ID, or when service would otherwise contravene the law
Ontario law requires servers to refuse service in several situations: when a patron is or appears intoxicated, when a person appears to be under 19 and cannot provide valid ID, and in any other situation where service would violate the LLCA.
What is the correct way to verbally refuse service to an intoxicated patron?
Answer: 'I am concerned about your wellbeing. I am not able to serve you any more alcohol tonight, but I can offer you water, food, or help with a ride home'
The best approach frames the refusal around concern for the patron's wellbeing, clearly states the decision, and offers positive alternatives. This minimizes confrontation and demonstrates care.
Can a server refuse service to a patron who has not yet shown signs of intoxication?
Answer: Yes, if there are legitimate reasons such as suspicion of underage drinking, suspected fake ID, or if the person was already intoxicated upon arrival
Service can be refused before intoxication signs appear if there are legitimate grounds, such as inability to verify age, suspected fraudulent ID, or evidence of intoxication upon arrival.
What should a server do if a refused patron threatens legal action against them?
Answer: Remain calm, document the threat, and know that the law supports the refusal of service to intoxicated individuals
Threats of legal action should not change a responsible service decision. The server should remain calm, document the interaction, and be confident that Ontario law supports and requires refusal of service to intoxicated patrons.
Is it legal to refuse service based on a patron's race, gender, religion, or other protected characteristics in Ontario?
Answer: No, refusal based on protected grounds under the Ontario Human Rights Code is illegal discrimination
Refusing service based on race, gender, religion, disability, sexual orientation, or other protected grounds under the Ontario Human Rights Code is illegal discrimination and can result in human rights complaints and legal consequences.
What documentation should be completed after refusing service to a patron?
Answer: An incident report including the date, time, patron description, signs observed, exact words used, staff involved, and how the patron departed
Thorough documentation should capture all details of the refusal: when it occurred, who was involved, what signs of intoxication were observed, what was said, how the patron responded, and how they left the premises.