Product Overview

Summary: This Passenger Boarding and Alighting Safe Operating Procedure sets out clear, step-by-step controls for safely managing passengers getting on and off buses, coaches, shuttles and similar vehicles. It helps Australian operators reduce the risk of slips, trips, falls and vehicle–pedestrian incidents while maintaining an orderly, efficient passenger flow that reflects best-practice WHS obligations.

Boarding and alighting is one of the highest-risk phases of any passenger transport journey. Slips on steps, falls from kerbs, passengers moving around the vehicle, and unsafe interactions with other road users can quickly escalate into serious incidents if not managed in a consistent and controlled way. This Passenger Boarding and Alighting Safe Operating Procedure provides a practical, WHS-aligned framework for how drivers and operators prepare for stops, manage passenger movement, communicate clearly, and respond when something goes wrong.

Developed for Australian conditions, this SOP helps transport businesses demonstrate their duty of care under WHS legislation and passenger transport regulations. It standardises expectations across your fleet—whether you operate school runs, community and disability services, airport shuttles or long-distance coaches—by defining exactly how to position vehicles, secure the area, assist vulnerable passengers, manage luggage, and deal with distractions or non-compliant behaviour. By implementing this SOP, you reduce the likelihood of boarding and alighting injuries, strengthen your safety culture, and protect your organisation from avoidable claims, downtime and reputational damage.

Key Benefits

• Reduce slips, trips, falls and vehicle–pedestrian incidents during boarding and alighting.
• Ensure drivers follow a consistent, defensible process that aligns with Australian WHS and passenger transport requirements.
• Improve the safety and dignity of vulnerable passengers, including children, older persons and people with disability or mobility impairments.
• Standardise driver training and competency assessment across routes, depots and shifts.
• Minimise service disruptions, incident investigations and potential insurance or liability claims arising from boarding-related events.

Who is this for?

• Bus Drivers
• Coach Drivers
• School Bus Drivers
• Community Transport Drivers
• Airport Shuttle Drivers
• Fleet Supervisors
• Operations Managers (Passenger Transport)
• WHS Managers
• Depot Managers
• Transport Coordinators
• Compliance and Risk Managers
• Training and Induction Coordinators

Hazards Addressed

• Slips, trips and falls on vehicle steps, ramps and kerbs
• Passengers falling while approaching or leaving the vehicle
• Vehicle–pedestrian contact during boarding and alighting
• Pinch and crush injuries from doors, ramps and lifts
• Manual handling injuries from assisting passengers or handling luggage and mobility aids
• Exposure of passengers to moving traffic at roadside stops
• Falls from height when using raised platforms or high-floor vehicles
• Aggressive or unpredictable passenger behaviour at boarding points
• Distraction of drivers during critical manoeuvres at stops

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities (Drivers, Supervisors, Operations, WHS)
• 4.0 Applicable Legislation, Standards and Company Policies
• 5.0 Required Competencies, Licensing and Training
• 6.0 Pre-Departure Checks for Boarding and Alighting Safety
• 7.0 Site and Route Risk Assessment for Stops and Boarding Points
• 8.0 Vehicle Positioning and Securing the Boarding Area
• 9.0 Passenger Communication and Announcements
• 10.0 Standard Boarding Procedure (All Passenger Types)
• 11.0 Standard Alighting Procedure (All Passenger Types)
• 12.0 Managing Vulnerable Passengers (Children, Elderly, People with Disability)
• 13.0 Use of Ramps, Lifts and Mobility Aid Securing Systems
• 14.0 Luggage, Prams and Personal Item Handling
• 15.0 Managing Crowding, Queues and Behaviour at Stops
• 16.0 Interaction with Other Road Users and Traffic Controls
• 17.0 Management of Distractions and In-Vehicle Movement During Boarding/Alighting
• 18.0 Incident, Near Miss and Hazard Reporting Requirements
• 19.0 Emergency Procedures (Medical Events, Falls, Vehicle Strike, Evacuation)
• 20.0 Documentation, Records and Audit Requirements
• 21.0 Training, Induction and Refresher Requirements
• 22.0 Monitoring, Review and Continuous Improvement of the Procedure

Legislation & References

• Work Health and Safety Act 2011 (Cth) and corresponding state and territory WHS Acts
• Work Health and Safety Regulations 2011 (Cth) and corresponding state and territory WHS Regulations
• Passenger Transport legislation and regulations applicable in each state and territory (e.g. Passenger Transport (General) Regulation 2017 (NSW))
• Disability Standards for Accessible Public Transport 2002 (Cth)
• Safe Work Australia – Code of Practice: Managing the Work Environment and Facilities
• Safe Work Australia – Code of Practice: How to Manage Work Health and Safety Risks
• AS 1742: Manual of uniform traffic control devices (for managing traffic interactions at stops where relevant)
• AS/NZS ISO 45001: Occupational health and safety management systems – Requirements with guidance for use