來澳洲打工度假，除了在農場、肉場、包裝廠等工作，相信不少人也會想到咖啡廳或是餐飲業工作，而對於澳洲來說酒類是不可缺少的品項，因此幾乎餐飲業者都會要求求職者需要具有RSA證照，但你知道RSA、RSG、RCG有甚麼差別嗎?以及各州的規定嗎?
- RSA、RSG、RCG是什麼?
- RSG跟RCG的差別?
- 澳洲RSA題目+答案
- 澳洲RSG題目+答案
前言
在澳洲只要是在餐飲業打工，建議考取RSA跟RSG，也就是所謂的酒牌跟賭牌，這2張證照沒有很難拿，版主花了2個禮拜拿到，因為版主就懶，慢慢看…如果不要像我這樣全部看完再去做題目，應該3天就可以考到證照了，比較麻煩的是後面口說的部份要自己寫答案然後錄影上傳，於是版主今天就來分享自己遇到的口試題目以及答案
(版主是考OLD的RSA跟RSG，因此題目可能會有所不同，因為版主也沒考過別州的)
至於為何只提供最後環節口試題目的答案，是因為口試的答案真的要花點時間去想去回答，而沒有附上每個章節的測試題目是因為，版主相信只要有認真看的，幾乎都會回答正確，所以就請各位耐著性子把教材看完，認真一點其實不會花太久時間，不要像版主這麼廢
RSA介紹
Responsible Service of Alcohol簡稱RSA或是酒牌，澳洲政府規定只要是銷售、提供酒類服務都需要具有酒牌，因此如果是想在餐廳、夜店、俱樂部、飯店業打工，基本上都會被要求須具備RSA證照。而RSA證照課程就只是讓你了解客人喝醉要怎麼處理、不能向未成年販售酒精等相關基礎知識，但是不會教你要怎麼調酒…….(版主也是很好奇那為什麼要叫酒牌!?)
OLD(昆士蘭)、WA(西澳)、SA(南澳)、NT(北領地)、ACT(坎培拉)、TAS(塔斯)，這幾州的RSA是通用的，不須再另外考，而各州考證照的價錢也都不一樣。RSA課程主要的內容有：酒精過量問題、酒水供應標準量、酒精對人體之影響、相關法規、判斷客人酒精昏迷程度、如何應對酒醉客人、不能向未成年兜售酒
NSW(新州)、VIC(維州)這2州都有自己的RSA、因此都要另外再考該州規定的RSA
VIC(維州)
2021年以後，維州政府開放線上RSA課程，不然以前的課程就只有實體課。
RSG介紹
Responsible Gambling Services簡稱為RSG或是賭牌，如果打工的地方有提供賭博、電子遊戲機等，那麼就會被要求要有RSG的證照，課程內容主要就是教你辨別誰有賭博成癮、提供方法幫助賭博成癮者等，除了NSW是用RCG以外，其他州都是用RSG
目前只有VIC(維州)、NSW(維州)一定要上實體課程，其他州別都有線上課可以選擇
RCG介紹
Responsible Conduct of Gambling簡稱RCG，也是賭牌的一種，但僅適用於NSW(新南威爾斯)，版主去澳洲求職網看了一下，確實是在NSW的餐廳/飯店業的服務生都會被要求要有RCG，所以主要是看你要待哪一州，如果要待NSW的話一定要RCG不能用RSG
口試題目/答案分享
版主是位於昆士蘭州，當初是在Galaxy Training上線上課程，然後選擇 RSA+RSG Bundle，因為2個一起上才32澳幣，如果單上一個RSA就要22澳幣，這個網站價格也滿便宜的，所以就選擇在這網站上課，但還是有很多其他網站有提供線上課，就選一個自己喜歡的唄
課程前10個章節是免錢的，看完前面教材如果要繼續課程，才會要求刷卡付費。網上有人建議邊看題目邊找解答，但版主就是那種全部看完才去做題目，是真的花了一點時間
RSA口試題目+答案
以下就分享OLD之RSA線上課程口試考題，以及版主的回答，但老實說版主的回答也是有參考其他人~ 這個口試的題目是在最後環節，就是要自己拿著手機錄影回答，影片長度不能超過30秒，至於要不要露臉，版主自己是有露臉，但是也有朋友分享他沒開鏡頭錄影也是有過關，就各位自己決定囉~另外如果答案不符合的話，會退回並要求重新錄製影片
題目一：
you encounter this customer(click to see the video). This customer is sober but approaches the bar counter and orders a triple shot of whiskey. What would you say to such a customer?
回答：I’m sorry, sir. We don’t offer a triple shot of whiskey, because it’s not a standard drink.How about other drinks on the menu?
題目二：
he is falling over and is displaying violent lessons – breaking glass, shouting at staff and other customers, etc. Being a responsible staff member, you have refused to serve more alcohol and asked the customer to leave. This customer gets further aggressive and abusive and refuses to leave. How will you handle this situation?
回答：I am sorry ,sir. We can not serve you any alcohol today.Do you see the signage in there? According to the law, it’s illegal to serve people who are intoxicated. I just try to keep my job’s duty. So, please calm down and stop your behavior right now. Or we will call a security staff or police. If you want we can call a taxi for you to send you home. Always, welcome you come back at any time.
題目三：
A customer approaches the bar counter and orders an alcoholic beverage. You notice that the customer is intoxicated and her speech, balance and coordination is affected. Her eyes are red and glassy and she is careless about her personal grooming. She starts crying and gets very upset when you refuse to serve her further alcohol. What will you say to the customer in this situation?
回答：Hello,mate, are you ok? I am sorry. I can not give you more drinks today. it’s safe for you to stop drinking tonight. How about soda? or do you have friends who can drive you home?or, we can call taxi for you
題目四：
You encountered this customer(click to see video). This customer is sober and friendly but looks like she may be underage. What will you say to such a customer?
回答：hello may I check your ID.Because of the law, we can not serve customer who is underage
RSG口試題目+答案
題目一：
You observe that a customer has been gambling continuously for 5 hours without taking any break and has already spent over $800. His behavior is now getting aggressive towards staff and other customers. What support will you provide to this customer to minimize harm in gambling activities?
回答：Excuse me, is everything ok? Maybe you want to take a break. It sounds like things aren’t going too well for you right now. I want to let you know that we’re here to help you. Here is the number of Gambling Help Services, it is a free helpline. If you agree, we can call a customer liaison officer to help you.
題目二：
A customer approaches you and explains that he wants to borrow $200 until he gets paid on Friday as he is a little short of cash. He explains that the licensee is his friend and lets him do this all the time and he regularly pays the money back when he gets paid. He only wants to play pokies for another hour or so to recover his losses, then he will head off home. Being a responsible staff member, what will you say to the customer in this situation?
回答：Sorry Sir, I cannot borrow you money, maybe you can come another day. It seems like you are addicted to gambling. I think you need some help, Gambling Helpline is free, and it is a great place to start. Self-exclusion, active monitoring and other options might be helpful. Here is the phone number, if you agree, we can tell them to help you.
題目三：
A customer approaches you and explains that he is considering self-exclusion to help his gambling problems. He is a little hesitant because he has no idea how it works but he really wants to do something to address his gambling problems. How will you handle this situation? Pretend you(customer liaison officer) are speaking directly to the problem gambler; record your response.
回答：no problem, we are willing to help you. the self exclusion program with sign foams that means we agree not to let you gamble that will exclude you from the whole venue or certain areas you agree to. that will be your responsibility to stay away from that area.
題目四：
It has come to your attention that one player has been going back and forth between the ATM and the gaming machine. As you observed his behavior in the gaming area, you noticed that he is already agitated and is playing with lots of emotions going. For everyone’s best interest, you are to place an exclusion on him. How are you going to do this? Pretend you(customer liaison officer) are speaking directly to the problem gambler; record your response.
回答：sir, can you give me a few minutes, please. I want to talk to you about venue initiated exclusion progress in private.Since, I had noticed you are agitated and emotional. Gambling more to recover losses is not a good idea. we can help you, if you agree, we can issue you an exclusion direction and you can not enter or remain in the gaming area for a few years.
口試回答小撇步
如果不想參考版主的回答，那麼建議在讀教材時，把所有影片的連結都複製並儲存下來，因為口說考題幾乎都是從影片中出題的，大致上只要照著影片中的內容回答就沒問題，當初版主就沒把影片連結儲存起來，課程完成後也看不到影片的連結，還花了一些時間在寫口說的回答
因為影片連結應該是設定成不公開然後只有擁有影片連結的人才能觀看，因為版主事後再回去Youtube上找影片都搜不到，所以建議一定要把影片連結存下來！！
後記
建議落第澳洲後就可以準備報考RSA+RSG證照了，在求職網上只要是餐飲或觀光業都要提供RSA，畢竟澳洲人喜歡喝啤酒或是紅酒/白酒之類的，但是取得RSA只是基本的條件，找工作還是要點運氣，版主算是很幸運，在讀語言學校的最後一周就找到一份餐飲業的工作，在這之前也是和同伴拿著履歷在街上掃街、SEEK投履歷
然後這RSA的證照真的有實際應用在工作上嗎?老實說，版主自己是覺得沒有，正式上工後，版主也只是幫客人開開酒瓶，倒白酒/紅酒就這樣而已，可能要像調酒師或是在夜店上班，那些考試用的知識才會派上用場
再者光是有RSA證照想要應徵調酒師或是夜店工作好像不容易，因為有遇過幾間店雖然說是要應徵外場服務員，但是都會要求要會調酒，只能說要遇到免費訓練員工調酒的店家也是要點運氣，版主就沒那個運氣，不然調酒應該很好玩而且薪水也會比較高，總之希望這篇文章可以幫助大家快速通過RSA/RSG證照考試，節省各位的時間~