Assisting Customers and Duty of Care
Duty of care in practice
Duty of care means taking reasonable steps to prevent foreseeable harm to customers, staff and the public. It runs from the door to the departure: monitoring the venue, responding to intoxication, protecting vulnerable people, and ensuring customers leave safely.
Key situations to know:
- Intoxicated customers: stop service, offer water and food, arrange transport, and do not simply eject someone into traffic.
- Vulnerable people: someone asleep, alone, distressed, or being harassed needs active help, not just observation.
- Conflict: separate the parties, involve the duty manager and security, and call police if violence threatens.
- Medical emergencies: call an ambulance; do not assume drunkenness.
- Departure: check how they are getting home, offer to call a taxi, and note the time and condition.
Traps in exam questions
- "We put them in a taxi, so we're done" - you should ensure the person is safe and the driver knows the situation.
- "They're an adult, it's their choice" - duty of care still applies when someone is impaired.
- "Ejecting them solves the problem" - dumping an intoxicated person outside creates new risks.
- "Calling an ambulance is overreacting" - if in doubt about a medical emergency, call.
- Ignoring harassment or a person in distress - inaction is a breach of care.
Worked rule of thumb
Ask "How does this person get home safely, and who knows about it?" If you cannot answer confidently, stay with them, involve the duty manager, and arrange transport before they leave.