A: A crowd controller in Queensland is much more than the traditional image of a “bouncer”. Under section 5 of the Security Providers Act 1993, a crowd controller is a person who, for reward, keeps order in or about a public place by screening people seeking entry, monitoring or controlling their behaviour, or removing people because of their behaviour. In practical terms, crowd controllers work anywhere large numbers of people gather, including licensed premises, shopping centres, sporting events, concerts, festivals and other public venues. Their role is primarily about people – observing behaviour, communicating effectively, identifying risks and intervening appropriately before situations become unsafe.

A good crowd controller uses communication, confidence, judgement and common sense to manage situations rather than relying on physical confrontation. Duties can include checking entry requirements, monitoring intoxication and behaviour, managing queues and crowds, resolving conflict, assisting patrons, responding to incidents and, when necessary, lawfully removing people from premises. Crowd controllers do not have police powers and must understand the limits of their authority and use only lawful and reasonable responses.

BARS Training Australia places considerable emphasis on these practical people-management skills during the CPP20218 Certificate II in Security Operations. Students participate in realistic scenarios where they learn to recognise developing problems, communicate with different types of people and make sensible decisions under pressure. Modern crowd control is not about being the biggest person at the door. It is about being professional, approachable and observant, communicating well and making good decisions that contribute to a safe environment for everyone.