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Preventing Dine and Dash in Your Venue: A Guide by Hospitality Connect

Make payment status clear during serviceA 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 Do not publish accusations, customer images or personal details as a substitute for an appropriate reporting process.