Product Overview

Summary: This SOP sets out clear, consistent communication protocols for towing operators, dispatchers and roadside personnel to ensure safe, coordinated towing operations across Australian roads. It standardises how critical information is shared before, during and after a tow, reducing confusion, delays and on-road safety risks for workers, customers and the public.

Towing operations often occur in high‑risk, high‑stress environments – on busy motorways, at crash scenes, in poor weather and at night. Miscommunication between operators, dispatch, customers, emergency services and traffic management can quickly escalate into safety incidents, vehicle damage, reputational harm and regulatory scrutiny. This Safe Operating Procedure defines robust communication protocols tailored specifically for towing operations in the Australian context, covering everything from initial job intake and pre‑departure briefings to on‑scene updates, handover, and incident reporting.

The procedure gives towing businesses a repeatable framework for how information is captured, confirmed and relayed, whether via two‑way radio, mobile phone, digital dispatch systems or written documentation. It addresses critical safety messaging such as location verification, hazard descriptions, load characteristics, traffic conditions, and coordination with police, road authorities and insurers. By implementing this SOP, organisations can improve situational awareness, reduce misunderstandings, and demonstrate due diligence under WHS legislation, while also enhancing customer experience through clear, professional and consistent communication.

For operators and supervisors, the document serves as both a training tool and a day‑to‑day reference, clarifying who communicates what, to whom, when, and using which channel. It also supports incident debriefs and continuous improvement by standardising the way information is logged and escalated when things don’t go to plan.

Key Benefits

• Reduce on-road safety risks by ensuring critical hazard information is communicated clearly and consistently before and during towing operations.
• Streamline coordination between drivers, dispatch, emergency services and customers, minimising delays and operational confusion.
• Ensure compliance with WHS duties by documenting clear communication expectations, escalation pathways and record‑keeping requirements.
• Improve customer confidence and professionalism through standardised scripts, confirmations and updates at each stage of the tow.
• Support training and competency development by providing a clear reference for expected communication behaviours and use of communication equipment.

Who is this for?

• Towing Operators
• Tilt Tray and Heavy Recovery Drivers
• Dispatch and Control Room Staff
• Roadside Assistance Technicians
• Towing Company Owners and Directors
• Operations Managers
• WHS Managers and Safety Advisors
• Fleet Managers
• Traffic Management Coordinators
• Emergency Response and Incident Management Coordinators

Hazards Addressed

• Vehicle strikes on operators working roadside due to poor communication of location and traffic hazards
• Collisions during approach, loading or departure caused by miscommunication between driver, spotter and traffic controllers
• Incorrect vehicle loading or towing of unsuitable vehicles due to incomplete or inaccurate job information
• Increased risk at crash scenes from uncoordinated communication with police, fire, ambulance and road authorities
• Fatigue‑related errors exacerbated by unclear instructions and repeated clarification calls
• Escalation of aggressive or abusive customer behaviour due to inconsistent or unclear messaging
• Delays in emergency response or breakdown assistance due to incorrect location details or misunderstood directions

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Abbreviations
• 3.0 Roles and Responsibilities (Drivers, Dispatch, Supervisors, Traffic Controllers)
• 4.0 Communication Principles and WHS Obligations
• 5.0 Approved Communication Channels and Equipment Use
• 6.0 Pre-Job Communication Protocols and Information Gathering
• 7.0 En Route Communication, Updates and Location Verification
• 8.0 On-Scene Communication with Customers, Emergency Services and Third Parties
• 9.0 Traffic and Hazard Communication at Roadside and Crash Scenes
• 10.0 Load, Vehicle Condition and Damage Reporting Protocols
• 11.0 Escalation, Incident Reporting and Emergency Communication Procedures
• 12.0 Standardised Scripts, Checklists and Call Flows
• 13.0 Documentation, Record-Keeping and Data Privacy Considerations
• 14.0 Training, Competency and Induction Requirements
• 15.0 Monitoring, Review and Continuous Improvement of Communication Protocols

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulation 2011 and equivalent state and territory WHS Regulations
• Safe Work Australia – Code of Practice: Managing the Work Environment and Facilities
• Safe Work Australia – Code of Practice: Work Health and Safety Consultation, Cooperation and Coordination
• AS/NZS 4029.2:2018 – Two-way radio equipment used in road vehicles (as applicable to communication equipment)
• AS/NZS ISO 45001:2018 – Occupational health and safety management systems
• Heavy Vehicle National Law (HVNL) – Chain of Responsibility provisions (where towing involves heavy vehicles)
• Austroads and state road authority guidelines for incident and breakdown management (as applicable)