Product Overview

Summary: This Delivery Services Safe Operating Procedure sets out clear, step‑by‑step requirements for planning, executing and completing deliveries safely and efficiently across Australian workplaces. It helps businesses control on‑road and on‑site risks, protect workers and customers, and demonstrate compliance with WHS and Chain of Responsibility obligations.

Delivery activities expose businesses to a unique combination of road safety, manual handling, fatigue, customer interaction and site access risks. This Delivery Services Safe Operating Procedure provides a structured, end‑to‑end framework covering everything from job allocation and pre‑departure checks through to on‑site delivery protocols, documentation, and post‑run reporting. It is designed for Australian conditions and integrates WHS duties with Chain of Responsibility expectations so that both management and drivers understand exactly what is required of them.

The SOP helps organisations move away from informal, driver‑by‑driver practices and towards a consistent, defensible delivery model. It addresses common problem areas such as rushed loading, unsafe parking and unloading, pressure to meet unrealistic timeframes, poor communication with customers and receivers, and inadequate incident reporting. By implementing this procedure, businesses can reduce incidents and near misses, support safer driving behaviours, and improve customer experience, while also making it easier to induct new drivers, manage contractors, and demonstrate compliance during audits or regulator inspections.

Key Benefits

• Ensure consistent, safe delivery practices across all drivers, vehicles and locations.
• Reduce the risk of on‑road incidents, manual handling injuries and site‑related hazards during deliveries.
• Demonstrate compliance with WHS and Chain of Responsibility obligations for scheduling, loading and driver fitness for duty.
• Streamline communication between dispatch, drivers, customers and receivers to minimise delays and disputes.
• Improve onboarding and competency of new and contractor drivers through clear, step‑by‑step instructions.

Who is this for?

• Operations Managers
• Logistics and Transport Managers
• Warehouse Supervisors
• Delivery Drivers and Couriers
• Fleet Managers
• WHS Managers and Advisors
• Small Business Owners operating delivery services
• Dispatch and Scheduling Coordinators
• Franchise Owners and Area Managers
• Contractor Management Coordinators

Hazards Addressed

• Vehicle collisions and near misses during transit and on customer sites
• Slips, trips and falls when entering/exiting vehicles or handling goods
• Manual handling injuries from lifting, carrying, pushing and pulling loads
• Crush and pinch injuries during loading, unloading and tail‑lift operation
• Fatigue and reduced alertness from long driving hours or poor scheduling
• Exposure to heat, cold, rain and other environmental conditions during deliveries
• Aggressive or abusive behaviour from customers or members of the public
• Parking and traffic management risks at delivery locations
• Struck‑by incidents involving forklifts or other mobile plant at warehouses and docks

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles, Responsibilities and Chain of Responsibility Duties
• 4.0 Competency, Licensing and Training Requirements
• 5.0 Vehicle Selection, Pre‑Start Checks and Maintenance Interface
• 6.0 Job Allocation, Route Planning and Scheduling Requirements
• 7.0 Loading, Securing of Loads and Use of Mechanical Aids
• 8.0 Personal Protective Equipment (PPE) Requirements
• 9.0 Safe Driving Practices and On‑Road Behaviour
• 10.0 Site Arrival, Parking and Traffic Management at Delivery Locations
• 11.0 Safe Unloading, Manual Handling and Use of Tail‑Lifts or Trolleys
• 12.0 Customer Interaction, Sign‑Offs and Proof of Delivery
• 13.0 Fatigue Management, Breaks and Fitness for Work
• 14.0 Managing Aggressive Behaviour and Personal Security
• 15.0 Environmental Conditions and Working in Remote or Regional Areas
• 16.0 Incident, Near Miss and Hazard Reporting Procedures
• 17.0 Emergency Procedures (Breakdowns, Collisions, Injuries)
• 18.0 Recordkeeping, Documentation and Audit Requirements
• 19.0 Contractor and Agency Driver Management
• 20.0 Review, Consultation and Continuous Improvement

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulations 2011 and state/territory equivalents
• Heavy Vehicle National Law (HVNL) – Chain of Responsibility provisions (where applicable)
• Safe Work Australia – Managing the Risk of Fatigue at Work: Guidance Material
• Safe Work Australia – Code of Practice: Hazardous Manual Tasks
• Safe Work Australia – Code of Practice: Managing Risks of Plant in the Workplace
• AS/NZS 4801:2001 Occupational health and safety management systems (superseded but still referenced in many systems)
• ISO 45001:2018 Occupational health and safety management systems
• Australian Road Rules and relevant state/territory road transport legislation