BlueSafe
Roadside Assistance Risk Assessment

Roadside Assistance Risk Assessment

  • • 100% Compliant with Australian WHS Acts & Regulations
  • • Fully Editable MS Word & PDF Formats Included
  • • Pre-filled Content – Ready to Deploy Immediately
  • • Customisable – Easily Add Your Logo & Site Details
  • • Includes 2 Years of Free Compliance Updates

Roadside Assistance Risk Assessment

Product Overview

Identify and control organisational risks associated with Roadside Assistance operations using this management-level Risk Assessment, focused on planning, systems, and governance rather than task-by-task procedures. This document supports compliance with the WHS Act, strengthens Due Diligence, and helps minimise operational liability across your roadside assistance service.

Risk Categories & Hazards Covered

This document assesses risks and outlines management controls for:

  • Governance & WHS Responsibilities: Assessment of officer due diligence, safety leadership, allocation of WHS responsibilities, and verification that management systems are effectively implemented and reviewed.
  • Fleet Procurement, Design & Safety Standards: Management of vehicle selection, safety feature requirements (e.g. ANCAP ratings, in-vehicle technology), fit-out design, and compliance with relevant road and vehicle standards for roadside assistance fleets.
  • Vehicle Maintenance, Inspection & Defect Management: Systems for scheduled servicing, pre-start checks, defect reporting, and removal of unsafe vehicles from service to prevent breakdowns and on-road incidents.
  • Worker Competency, Licensing & Training Systems: Protocols for verifying licences, inductions, refresher training, and competency assessments for roadside technicians, tow operators and call centre personnel.
  • Journey Management, Dispatch & Work Allocation: Assessment of job scheduling, route planning, priority setting, and dispatch systems to minimise time pressure, excessive travel, and unsafe routing.
  • Fatigue Management & Working Time Arrangements: Controls for shift design, maximum driving hours, on-call arrangements, rest breaks, and monitoring of fatigue risks for 24/7 roadside operations.
  • Traffic Exposure, Roadside Positioning & Scene Management: Management of roadside work near live traffic, safe vehicle positioning, use of warning devices and traffic control measures, and coordination with emergency services.
  • Remote, Isolated & After-Hours Work: Systems for lone worker safety, check-in procedures, location tracking, escalation protocols, and support arrangements for night, regional and remote call-outs.
  • Tools, Equipment, Batteries & Hazardous Energy: Assessment of selection, inspection and maintenance of tools and recovery equipment, safe handling of batteries, jump-starts, and other hazardous energy sources.
  • Manual Handling, Ergonomics & Work Design: Controls for lifting, pushing and pulling tasks, wheel and battery handling, vehicle loading systems, and ergonomic design of vehicles and equipment storage.
  • Customer, Public Interaction & Psychosocial Risks: Management of aggressive or distressed customers, bystanders at breakdown scenes, occupational violence, stress, and other psychosocial hazards.
  • Information, Communication & Technology Systems: Assessment of in-vehicle communications, GPS, dispatch software, mobile devices, and data security as they relate to safe work and distraction control.
  • Emergency Preparedness, Incident Response & First Aid: Protocols for breakdown scene emergencies, collisions, medical events, first aid provisions, incident notification, and post-incident review.
  • Contractor, Supplier & Third-Party Interface Management: Controls for using tow operators, subcontracted patrols and service providers, including selection, onboarding, performance monitoring and WHS requirements.
  • WHS Documentation, Consultation & Continuous Improvement: Systems for policies, procedures, risk registers, consultation with workers, safety meetings, audits, inspections, and ongoing WHS performance monitoring.

Who is this for?

This Risk Assessment is designed for Business Owners, Operations Managers, Fleet Managers and Safety Professionals responsible for planning, managing and overseeing Roadside Assistance services and field operations.

Hazards & Risks Covered

Hazard Risk Description
1. Governance, WHS Responsibilities & Due Diligence
  • • Lack of clearly defined WHS roles, responsibilities and accountabilities for roadside assistance operations
  • • Officer due diligence obligations under WHS Act 2011 not understood or documented
  • • No documented WHS objectives, targets or key performance indicators specific to roadside risks
  • • Inadequate consultation with workers and Health and Safety Representatives about roadside hazards
  • • Failure to allocate sufficient resources (time, budget, competent people) to manage roadside risks
  • • Inadequate WHS policies and procedures for assisting stranded motorists, changing tyres, jump starting and battery replacement
  • • No formal process for reviewing compliance with WHS legislation, Codes of Practice and Australian Standards
2. Fleet Procurement, Design & Safety Standards
  • • Procurement of vehicles that are not fit-for-purpose for roadside assistance activities
  • • Vehicles without adequate crash protection (e.g. less than 5-star ANCAP rating)
  • • Insufficient space or restraints for tools, batteries and parts, leading to unsecured loads in a collision
  • • Lack of in-vehicle safety technology (e.g. ABS, ESC, reversing cameras, telematics, hands-free systems)
  • • Inadequate inbuilt lighting and warning systems for safe work on the roadside and at night
  • • Inappropriate vehicles for carrying heavy replacement batteries or jacks, increasing manual handling risk
  • • No standardisation of fleet resulting in inconsistent safety features across vehicles
3. Vehicle Maintenance, Inspection & Defect Management Systems
  • • Inadequate preventative maintenance leading to vehicle breakdowns while assisting motorists
  • • Lack of formal pre-start inspection processes for tyres, brakes, lights and warning devices
  • • Delayed repair of identified defects (e.g. beacons, hazard lights, reversing cameras) increasing roadside exposure risk
  • • Poorly maintained lifting equipment (jacks, hoists) used for changing tyres or handling batteries
  • • Faulty or degraded jump start equipment creating electrical and fire hazards
  • • No system to track service history, recalls and safety-critical repairs for each vehicle
  • • Reliance on verbal reporting of defects without documentation or follow-up
4. Worker Competency, Licensing & Training Systems
  • • Inadequate driver competency for frequent roadside stopping and merging in high-speed environments
  • • Insufficient technical training for safe tyre changes, jump starting and battery replacement on diverse vehicle types
  • • Lack of electrical and battery safety training, including hybrid and EV systems
  • • No verification of licences, authorisations or trade qualifications for technicians performing electrical work
  • • Improvised work methods due to lack of structured induction and refresher training
  • • Inconsistent understanding of WHS responsibilities, hazard reporting and stop-work authority
  • • Training delivered but not assessed for competency or retained knowledge
5. Journey Management, Dispatch & Work Allocation
  • • Technicians dispatched to roadside jobs without considering distance, time of day, road type and weather
  • • High work volumes leading to rushing, speeding or unsafe stopping locations
  • • Insufficient planning for remote or regional jobs where support and services are limited
  • • No system to avoid sending lone workers to high-risk locations or hostile environments
  • • Poor coordination between call centre, dispatch and field staff resulting in miscommunication of hazards
  • • Inadequate management of concurrent tasks (e.g. multiple breakdowns on a freeway) causing congestion and exposure
  • • Lack of real-time information about road works, road closures and emergency incidents
6. Fatigue Management & Working Time Arrangements
  • • Extended shifts, frequent call-outs and irregular hours causing fatigue-related errors
  • • On-call arrangements leading to insufficient recovery sleep between shifts
  • • Workers driving long distances to remote breakdowns without rest breaks
  • • Inadequate monitoring of hours of work across multiple rosters or sites
  • • Workers working secondary jobs, compounding fatigue risks
  • • Cultural pressure to accept all call-outs, even when tired, to meet customer expectations
  • • Lack of training for supervisors to recognise and manage fatigue
7. Traffic Exposure, Roadside Positioning & Scene Management Systems
  • • Technicians working in live traffic lanes or on narrow shoulders while changing tyres or replacing batteries
  • • Inconsistent use of vehicle positioning, cones and warning devices to create safe work zones
  • • Lack of procedures for working on high-speed roads, motorways, tunnels and multi-lane carriageways
  • • Inadequate coordination with police, tow operators and road authorities at complex incidents
  • • Poor visibility at night or in adverse weather conditions increasing risk of secondary collisions
  • • No standard process for deciding when a location is too dangerous for roadside repair and must be relocated
  • • Stranded motorists exiting vehicles and moving unpredictably near traffic
8. Remote, Isolated & After-Hours Work Management
  • • Technicians working alone in remote or low-traffic areas without immediate assistance
  • • Limited mobile coverage affecting emergency communication and navigation
  • • Delayed emergency response times in regional and remote locations
  • • Increased risk of violence or aggression during night operations or in isolated car parks
  • • Inadequate location tracking for workers in the field
  • • No clear escalation process when workers fail to check-in
  • • Exposure to environmental extremes (heat, cold, bushfire conditions) while assisting stranded motorists
9. Tools, Equipment, Batteries & Hazardous Energy Management
  • • Use of untested or unsuitable jacks and lifting devices for changing tyres on different vehicle types
  • • Poorly maintained or incompatible jump start leads, clamps or power packs causing arcing or battery explosion
  • • Incorrect connection of jumper leads, leading to short circuits, damage to sensitive electronics or fire
  • • Inadequate systems for handling, storing and transporting lead-acid and lithium batteries
  • • Lack of procedures for isolating energy sources in modern vehicles with complex electrical systems
  • • No standard process for managing faulty, swollen or leaking batteries
  • • Insufficient spill response arrangements for battery acid or electrolyte releases
10. Manual Handling, Ergonomics & Work Design
  • • Frequent lifting and carrying of heavy replacement batteries leading to musculoskeletal disorders
  • • Awkward postures when changing tyres on the roadside, especially on uneven or sloping ground
  • • Repetitive use of hand tools in constrained spaces causing strain injuries
  • • Poor vehicle and equipment layout requiring excessive reaching, twisting or overhead lifting
  • • Insufficient planning for two-person lifts where battery size or wheel assemblies exceed safe handling weights
  • • No structured assessment of manual handling risks associated with typical roadside tasks
  • • Inadequate recovery time between physically demanding jobs
11. Customer, Public Interaction & Psychosocial Risk Management
  • • Aggressive or distressed motorists, particularly in high-stress or after-hours situations
  • • Threats, harassment or physical assault in isolated or poorly lit locations
  • • Emotional strain on technicians dealing with traumatised motorists following collisions or near misses
  • • Pressure from customers to take shortcuts (e.g. unsafe repairs, working too close to live traffic)
  • • Lack of clear boundaries about acceptable behaviour and worker right to refuse service
  • • No system for reporting and managing work-related violence or psychosocial hazards
  • • Stigma or lack of support for workers experiencing stress, anxiety or trauma from repeated exposure to roadside incidents
12. Information, Communication & Technology Systems
  • • Technicians relying on mobile phones or tablets while driving, leading to distraction
  • • Poorly designed apps or dispatch systems requiring complex interaction on the road
  • • Inaccurate location data causing additional driving, U-turns or unsafe roadside stops
  • • Lack of real-time communication capability during critical incidents
  • • System outages preventing access to procedures, vehicle data or safe work instructions
  • • Inadequate privacy and security controls for storing customer and job information
  • • No process for updating staff on urgent changes to procedures or identified hazards
13. Emergency Preparedness, Incident Response & First Aid
  • • Lack of clear procedures for managing collisions or near misses involving company or customer vehicles at breakdown scenes
  • • Inadequate first aid resources for injuries occurring during tyre changes or battery handling
  • • No structured process for responding to vehicle fires, battery thermal events or hazardous spills
  • • Poor communication with emergency services about exact roadside locations
  • • Technicians unsure when to cease work and prioritise emergency response
  • • Failure to capture learnings from incidents and near misses for continuous improvement
  • • Infrequent testing of emergency response arrangements for roadside scenarios
14. Contractor, Supplier & Third-Party Interface Management
  • • Use of tow operators, battery suppliers or subcontracted technicians without adequate WHS controls
  • • Inconsistent safety standards between the organisation and contracted roadside partners
  • • Poor communication and role clarity when multiple agencies attend an incident (e.g. tow trucks, police, road authorities)
  • • No verification of contractor licences, insurances and competency for battery work and roadside activities
  • • Inadequate oversight of third-party call centres that may pressure technicians or omit critical hazard information
  • • Lack of incident reporting from contractors preventing system-wide learning
  • • Misalignment of incentives (e.g. payment per job) that encourages rushing or shortcuts
15. WHS Documentation, Consultation, Monitoring & Continuous Improvement
  • • Policies and procedures not reflecting actual roadside assistance practices
  • • Workers unaware of or unable to access current WHS documentation while in the field
  • • Low levels of hazard and near miss reporting, masking systemic issues
  • • No structured consultation process to capture worker insights on roadside risks
  • • Infrequent review of WHS performance data, leading to repeat incidents
  • • Lack of audits or inspections specific to changing tyres, jump starts and battery replacements roadside
  • • Actions from investigations and audits not implemented or tracked to completion

Need to add specific hazards for your workplace?

Don't worry if a specific hazard isn't listed above. Once you purchase, simply log in to your Client Portal and add your own custom hazards at no extra cost. We take care of the hard work—creating the risk ratings and control measures for free—to ensure your document is compliant within minutes.

Legislation & References

This document was researched and developed to align with:

  • Work Health and Safety Act 2011
  • Work Health and Safety Regulations 2017
  • AS/NZS ISO 31000:2018: Risk management — Guidelines
  • Safe Work Australia – Managing Risks of Plant in the Workplace Code of Practice: Guidance on managing risks associated with vehicles, tools and equipment.
  • Safe Work Australia – How to Manage Work Health and Safety Risks Code of Practice: Framework for systematic identification, assessment and control of WHS risks.
  • Safe Work Australia – Managing the Work Environment and Facilities Code of Practice: Requirements for safe work environments, including mobile and field-based work.
  • Safe Work Australia – Fatigue Management Guidance for Workplaces: Principles for managing fatigue risks in driving and on-call work arrangements.
  • AS/NZS ISO 45001:2018: Occupational health and safety management systems — Requirements with guidance for use.
  • AS/NZS 4024 (Series): Safety of machinery — Applicable to powered equipment and mechanical hazards in tools and vehicle-mounted plant.
  • AS/NZS 3012: Electrical installations — Construction and demolition sites (referenced for safe temporary and mobile electrical equipment use).
  • Austroads Guidelines & Relevant State/Territory Road Authority Requirements: Guidance on safe roadside operations, traffic management and vehicle standards.
Standard Risk Assessment Features (Click to Expand)
  • Comprehensive hazard identification for all activities
  • Risk rating matrix with likelihood and consequence analysis
  • Existing control measures evaluation
  • Residual risk assessment after controls
  • Hierarchy of controls recommendations
  • Action priority rankings
  • Review and monitoring requirements
  • Consultation and communication records
  • Legal compliance references
  • Sign-off and approval sections

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