Treating patrons fairly: How to avoid discrimination in licensed premises

Refusal of entry is one of the main forms of discrimination that occurs in licensed premises. Another common possibility for discrimination to occur is when dealing with cases of difficult, disorderly or offensive patron behaviour.

It is not sufficient for organisations to have a 'dormant' policy on anti-discrimination. These guidelines have been developed to help licensees ensure they do not discriminate against patrons.

A licensed premise which is free from discrimination will help to:

• increase patron satisfaction
• increase productivity
• increase staff morale and retention
• reduce complaints
• reduce the risk of liability and litigation
• make it a work-place of choice.

Licensees must be able to show that have taken all reasonable steps to prevent discrimination occurring in their venue. The steps outlined in these guidelines will help licensees to ensure that their premises and staff comply with anti-discrimination law.