Make payment status clear during service
A missed payment, a billing dispute and suspected deliberate non-payment need different responses. Give staff a clear process for checking the bill and escalating concerns without confrontation. This guide does not assign an Australia-wide offence name or predict a criminal penalty.
Before a problem occurs
- Tell guests when and how payment is taken, including any agreed deposit or tab conditions.
- Make one staff member responsible for reconciling each table or order before it is cleared in the payment system.
- Reconcile open bills at shift handover so an unpaid table is not mistaken for a completed transaction.
- If using prepayment or card holds, explain the terms and use the payment provider’s supported process.
If a bill remains unpaid
- Check whether payment was recorded under another table, terminal or transaction.
- Ask the manager to review the bill and any dispute; keep staff away from physical confrontation.
- Record the time, order, amount and factual observations. Preserve relevant transaction records and footage through the venue’s authorised process.
- For suspected deliberate non-payment, use the appropriate local police reporting channel. Seek local legal advice before making claims about offences, recovery or detention.
- Review the service or handover gap and change the process where needed.
Do not publish accusations, customer images or personal details as a substitute for an appropriate reporting process.
