Product Overview

Summary: This Crowd Control Onboard Safe Operating Procedure provides a clear, practical framework for managing passengers safely and efficiently in marine and vessel environments. It helps Australian operators prevent incidents, respond to emergencies, and maintain compliance with WHS and maritime safety obligations while protecting crew, passengers, and assets.

Passenger vessels, ferries, tour boats and charter craft operate in dynamic environments where crowd behaviour can change quickly due to weather, delays, alcohol consumption, or emergencies. This Crowd Control Onboard Safe Operating Procedure sets out a structured, repeatable approach for managing passenger movement, queues, boarding and disembarkation, and behaviour while at wharf and underway. It gives crews a clear playbook to follow so they can maintain order, communicate calmly, and take early action before minor issues escalate into safety incidents.

The procedure is tailored for Australian marine operations and aligns with WHS duties and maritime safety expectations. It addresses the unique risks of confined spaces, vessel movement, restricted access to exits, and the need to maintain stability and safe evacuation routes at all times. By implementing this SOP, businesses can demonstrate due diligence, improve crew confidence, and deliver a safer, more professional passenger experience—whether operating busy commuter services, harbour cruises, offshore transfers, or private charters.

Beyond emergency response, this SOP focuses heavily on prevention and consistency. It covers planning for high-demand sailings, managing intoxicated or aggressive passengers, protecting vulnerable persons, and coordinating with shore-based security and emergency services. Clear role delineation, standard scripts for announcements, and step-by-step actions for typical scenarios help reduce confusion, minimise confrontation, and support defensible decision-making if an incident needs to be reviewed by regulators or insurers.

Key Benefits

• Reduce the risk of slips, trips, falls and crush injuries during boarding, disembarkation and onboard movement.
• Ensure consistent, defensible crowd management practices aligned with Australian WHS and maritime safety requirements.
• Improve crew confidence and decision-making when dealing with disruptive, intoxicated or distressed passengers.
• Enhance passenger experience through clear communication, orderly queuing and visible safety leadership.
• Minimise operational disruptions, complaints and reputational damage arising from unmanaged crowd behaviour.

Who is this for?

• Ferry Masters
• Skippers and Vessel Masters
• Deckhands and Crew Members
• Passenger Services Officers
• Maritime Operations Managers
• WHS and HSEQ Managers (Marine Sector)
• Harbour and Port Operations Supervisors
• Tour Boat and Charter Operators
• Event Coordinators for Onboard Functions
• Security Personnel on Passenger Vessels

Hazards Addressed

• Overcrowding in confined areas such as gangways, stairwells and viewing decks
• Slips, trips and falls on wet, moving or cluttered decks during high passenger flow
• Crush and pinch injuries at gangways, doors and railings during boarding and disembarkation
• Obstructed emergency exits and evacuation routes due to baggage, prams or standing passengers
• Aggressive, abusive or intoxicated passenger behaviour towards crew or other passengers
• Panic and stampede risk during emergencies, alarms or unexpected vessel movements
• Falls overboard due to unsafe behaviour near railings or on open decks
• Manual handling injuries to crew when assisting passengers with luggage, mobility aids or crowd barriers
• Psychosocial hazards to crew from repeated exposure to conflict, threats or verbal abuse
• Inadequate support for vulnerable passengers including children, elderly persons and people with disability

Included Sections

• 1.0 Purpose and Scope
• 2.0 References, Definitions and Applicable Legislation
• 3.0 Roles and Responsibilities (Master, Crew, Security, Shore Staff)
• 4.0 Competency, Training and Induction Requirements
• 5.0 Pre-Voyage Planning and Risk Assessment for Passenger Loads
• 6.0 Onboard Crowd Management Principles and Communication Standards
• 7.0 Boarding and Disembarkation Controls (Wharf and Gangway Management)
• 8.0 Managing Passenger Flow in Stairways, Doorways and Restricted Areas
• 9.0 Seating, Standing Areas and Protection of Emergency Exits
• 10.0 Management of Intoxicated, Aggressive or Non-Compliant Passengers
• 11.0 Protection of Vulnerable Passengers (Children, Elderly, People with Disability)
• 12.0 Use of Physical Controls (Barriers, Signage, Ropes and Access Restrictions)
• 13.0 Onboard Announcements and Standard Communication Scripts
• 14.0 Emergency Situations and Evacuation Crowd Control
• 15.0 Coordination with Shore-Based Security and Emergency Services
• 16.0 Incident Reporting, Debrief and Corrective Actions
• 17.0 Recordkeeping and Evidence of Compliance
• 18.0 Review, Audit and Continuous Improvement of the SOP

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS legislation
• Work Health and Safety Regulations 2011 (Cth) and equivalent state and territory WHS regulations
• Marine Safety (Domestic Commercial Vessel) National Law Act 2012
• National Standard for Commercial Vessels (NSCV) – Part C: Design and Construction (passenger safety considerations)
• NSCV Part E: Operational Practices
• Safe Work Australia – Managing the Work Environment and Facilities Code of Practice
• Safe Work Australia – Managing the Risk of Falls at Workplaces Code of Practice
• AS 3745: Planning for emergencies in facilities (as guidance for emergency planning and evacuation principles)
• AS/NZS ISO 31000: Risk management – Guidelines