A patron appears significantly intoxicated after consuming multiple drinks. They insist they are fine to drive and demand another drink. You refuse service and advise against driving. The patron becomes aggressive, loudly threatening to sue the establishment if not served. What is your MOST appropriate immediate action under the Liquor Licence and Control Act (LLCA)?

Question: A patron appears significantly intoxicated after consuming multiple drinks. They insist they are fine to drive and demand another drink. You refuse service and advise against driving. The patron becomes aggressive, loudly threatening to sue the establishment if not served. What is your MOST appropriate immediate action under the Liquor Licence and Control Act (LLCA)?

Answer options:

• Serve a non-alcoholic beverage to de-escalate the situation and call a taxi for them. ✅ Reiterate the refusal of service, clearly explaining that serving them would be illegal, and immediately contact your manager or supervisor for assistance.
• Inform them that you are calling the police due to their threats and aggression.
• Allow them to purchase one more drink but dilute it heavily to reduce its alcohol content, hoping to calm them down.

Correct answer: Reiterate the refusal of service, clearly explaining that serving them would be illegal, and immediately contact your manager or supervisor for assistance.

Explanation: Under the LLCA, servers are legally prohibited from serving intoxicated individuals. Re-iterating this refusal and escalating to a supervisor is the correct procedure, as it adheres to responsible service practices and defers to management for handling difficult or aggressive patrons. Serving a non-alcoholic beverage is appropriate after refusal, but the IMMEDIATE action should be reaffirming the refusal and seeking management. Calling the police might be necessary, but only after management has attempted to de-escalate. Diluting a drink and serving it is still serving alcohol to an intoxicated person and is illegal.